208
Features
1453
Jira Tickets
41
Updated
8
Conflicts
0
Gaps
⚠ Open conflicts requiring review
Agent Dashboard UX Enhancements
▶ 3 earlier versions
▶ 3 assumptions
Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, an integrated AI copilot provides conversational suggestions based on the active chat context. Suggestions appear inline; agents accept them by pressing 'Tab'.
Real-Time Grammar Checking
Integrated grammar and spell-check highlights errors in real-time. Clicking a highlighted error displays correction options, allowing instant replacement without interrupting the typing flow.
Chat UI Redesign
The interface uses a modern chat bubble format:
- Visitor Messages: Branding-colored bubbles on the left.
- Agent Messages: Generic gray bubbles on the right, featuring the agent's profile picture for identification.
- Typing Indicator: Displays the agent's profile picture alongside the word 'Typing' to signify activity.
- Timestamps: Hidden by default to maintain a clean interface. On Desktop, hover over a message to view the timestamp; on Mobile/Tablet, tap the message to reveal it.
Input Field & Send Functionality
- Send Button: Redesigned for a modern look. It remains disabled until text is entered into the input field to prevent empty message submission.
- Extended Input: The input field supports multi-line text, with a scrollbar appearing automatically after the fourth line of text to ensure visibility.
Customer Pain Points & Navigation
The Customer Pain Points area includes a dynamic scrollbar that activates when content exceeds the designated frame size.
Transfer Chat Logic
The 'Transfer Chat' tab visibility is now strictly governed by account settings. If 'Operator Enabled' is checked, the Transfer Chat tab is hidden, regardless of operator availability. If 'Operator Enabled' is unchecked, the tab visibility depends on the presence of assigned operators.
Exit Pop-up (EP) Widget Integration
The system initializes the response time counter for chats initiated via the Exit Pop-up widget upon the visitor's first response.
Chat Summarization for VA Accounts
Chat summaries are consistently included in lead emails for VA-enabled accounts, regardless of 'Copy entire lead to transcript' settings.
Ticket coverage
- CHAT-16294 — Implements predictive text expansion.
- CHAT-16295 — Adds real-time grammar and spell-checking.
- CHAT-16296 — Redesigns chat interface with color-coded bubbles.
- CHAT-16326 — Fixes agent alias truncation on mobile.
- CHAT-16374 — Adds scrollbar to Customer Pain Points.
- CHAT-16419 — Fixes EP widget response timer.
- CHAT-16423 — Ensures Chat Summaries in VA lead emails.
- CHAT-16572 — Integrates AI copilot for conversational suggestions.
- CHAT-16606 — Fixes Transfer Chat tab visibility logic.
- CHAT-16628 — Implements hover/tap-to-view timestamps.
- CHAT-16629 — Modernizes Send button with input-dependent state.
- CHAT-16630 — Standardizes message bubble design with branding colors.
- CHAT-16631 — Adds agent profile pictures to message bubbles.
- CHAT-16632 — Adds profile picture to typing indicator.
- CHAT-16633 — Adds scrollbar to input field after 4 lines.
Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
Predictive Text Expansion
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Suggestions appear inline; agents accept them by pressing 'Tab'.
Real-Time Grammar Checking
Integrated grammar and spell-check highlights errors in real-time. Clicking a highlighted error displays correction options, allowing instant replacement without interrupting the typing flow.
Chat UI Redesign
The interface uses a modern chat bubble format:
- Visitor Messages: Light gray bubbles on the left.
- Agent Messages: Blue bubbles on the right.
- Metadata: Timestamps are included in each bubble for timeline tracking.
Customer Pain Points & Navigation
The Customer Pain Points area now includes a dynamic scrollbar. If the content exceeds the designated frame size, the scrollbar activates to ensure all information remains accessible to the agent.
Exit Pop-up (EP) Widget Integration
The system now correctly initializes the response time counter for chats initiated via the Exit Pop-up widget upon the visitor's first response, ensuring accurate performance metrics.
Chat Summarization for VA Accounts
Chat summaries are now consistently included in lead emails for VA-enabled accounts. This functionality is enforced regardless of the 'Copy entire lead to transcript' configuration, ensuring critical summary data is never omitted.
Ticket coverage
- CHAT-16294 — Implements predictive text expansion with context-aware and custom phrase recognition.
- CHAT-16295 — Adds real-time grammar and spell-checking with interactive correction suggestions.
- CHAT-16296 — Redesigns the chat interface to use distinct, color-coded chat bubbles and timestamps.
- CHAT-16326 — Resolves a bug where agent aliases were truncated on mobile devices.
- CHAT-16374 — Adds a scrollbar to the Customer Pain Points area to handle overflow content.
- CHAT-16419 — Fixes the response time counter to trigger on the first visitor response for Exit Pop-up chats.
- CHAT-16423 — Ensures Chat Summaries appear in VA account lead emails regardless of transcript copy settings.
Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity and communication clarity through intelligent writing assistance and a modernized chat interface.
Predictive Text Expansion
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context (e.g., support vs. sales) and personal usage patterns to offer phrase completions. Suggestions appear inline, and agents can accept them by pressing the 'Tab' key.
Real-Time Grammar Checking
To ensure professional communication, the dashboard includes an integrated grammar and spell-check engine. Errors are highlighted in real-time as the agent types. Clicking a highlighted error displays a list of correction options; selecting a suggestion instantly replaces the erroneous text without interrupting the typing flow.
Chat UI Redesign
The message interface is updated to a modern chat bubble format to improve conversation readability.
- Visitor Messages: Displayed on the left in light gray bubbles.
- Agent Messages: Displayed on the right in blue bubbles.
- Metadata: Each bubble includes a timestamp for accurate tracking of the conversation timeline.
Pre-Chat Widget Fix
The mobile display issue where agent aliases were truncated has been addressed. The system now correctly handles agent name visibility on mobile devices to ensure full readability.
Ticket coverage
- CHAT-16294 — Implements predictive text expansion with context-aware and custom phrase recognition, triggered by the Tab key.
- CHAT-16295 — Adds real-time grammar and spell-checking with interactive correction suggestions.
- CHAT-16296 — Redesigns the chat interface to use distinct, color-coded chat bubbles and timestamps for improved message differentiation.
- CHAT-16326 — Resolves a bug where agent aliases were truncated on mobile devices by correcting the display logic.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Phone number validation is triggered specifically by the bot's request context.
- The updated support email address for CHAT-16832 is managed internally by the infrastructure team.
- The 'Switch to text' button placement in CHAT-16828 refers to the message section as per the final design discussion.
graph LR
A[Agent Types Message] --> B{System Analysis}
B --> C[Predictive Text/AI Suggestion]
B --> D[Grammar/Spell Check]
C --> E[Agent Presses Tab]
D --> F[Agent Clicks Highlighted Error]
F --> G[Select Correction]
E --> H[Message Sent via UI Bubble]
I[Visitor Responds via EP Widget] --> J[Initialize Response Timer]
K[Chat Ends] --> L[Generate Summary]
L --> M[Attach to Lead Email]
N[User Hovers/Taps Message] --> O[Display Timestamp]
P[Agent Switches Tab/Stops Typing] --> Q[Hide Typing Indicator]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
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No manual edit history yet.
Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, an integrated AI copilot provides conversational suggestions based on the active chat context. Suggestions appear inline; agents accept them by pressing 'Tab'.
Real-Time Grammar Checking
Integrated grammar and spell-check highlights errors in real-time. Clicking a highlighted error displays correction options, allowing instant replacement without interrupting the typing flow.
Chat UI Redesign
The interface uses a modern chat bubble format:
- Visitor Messages: Branding-colored bubbles on the left.
- Agent Messages: Generic gray bubbles on the right, featuring the agent's profile picture for identification.
- Typing Indicator: Displays the agent's profile picture alongside the word 'Typing'. The indicator is dynamic: it is hidden when the agent is not actively typing, or when the chat window is unfocused/redirected.
- Timestamps: Hidden by default to maintain a clean interface. On Desktop, hover over a message to view the timestamp; on Mobile/Tablet, tap the message to reveal it.
Input Field & Send Functionality
- Send Button: Redesigned for a modern look. It remains disabled until text is entered into the input field to prevent empty message submission.
- Extended Input: The input field supports multi-line text, with a scrollbar appearing automatically after the fourth line of text to ensure visibility.
- Phone Number Validation: The input field enforces strict validation when the system requests a phone number, preventing the submission of inaccurate data.
Customer Pain Points & Navigation
The Customer Pain Points area includes a dynamic scrollbar that activates when content exceeds the designated frame size.
Exit Pop-up (EP) Widget Integration
The system initializes the response time counter for chats initiated via the Exit Pop-up widget upon the visitor's first response. The UI has been refined for better alignment, including standardized button placement for 'Switch to text' and improved alignment for True/False response options.
Transfer Chat Logic
The 'Transfer Chat' tab visibility is governed by account settings. If 'Operator Enabled' is checked, the tab is hidden. If unchecked, visibility depends on assigned operator presence.
Chat Summarization for VA Accounts
Chat summaries are consistently included in lead emails for VA-enabled accounts, regardless of 'Copy entire lead to transcript' settings.
Issue Reporting
Dashboard-reported issues are routed to a updated support email address to ensure proper logging following the suspension of the previous scripting email.
Ticket coverage
- CHAT-16294 — Implements predictive text expansion.
- CHAT-16295 — Adds real-time grammar and spell-checking.
- CHAT-16296 — Redesigns chat interface with color-coded bubbles.
- CHAT-16326 — Fixes agent alias truncation on mobile.
- CHAT-16374 — Adds scrollbar to Customer Pain Points.
- CHAT-16419 — Fixes EP widget response timer.
- CHAT-16423 — Ensures Chat Summaries in VA lead emails.
- CHAT-16572 — Integrates AI copilot for conversational suggestions.
- CHAT-16606 — Fixes Transfer Chat tab visibility logic.
- CHAT-16628 — Implements hover/tap-to-view timestamps.
- CHAT-16629 — Modernizes Send button with input-dependent state.
- CHAT-16630 — Standardizes message bubble design with branding colors.
- CHAT-16631 — Adds agent profile pictures to message bubbles.
- CHAT-16632 — Adds profile picture to typing indicator.
- CHAT-16633 — Adds scrollbar to input field after 4 lines.
- CHAT-16790 — Adds phone number validation to input fields.
- CHAT-16799 — Disables typing indicator when chat is unfocused or redirected.
- CHAT-16828 — Refines EP widget UI elements and alignment.
- CHAT-16829 — Improves True/False button alignment and styling.
- CHAT-16832 — Updates support email for dashboard issue reporting.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, an integrated AI copilot provides conversational suggestions based on the active chat context. Suggestions appear inline; agents accept them by pressing 'Tab'.
Real-Time Grammar Checking
Integrated grammar and spell-check highlights errors in real-time. Clicking a highlighted error displays correction options, allowing instant replacement without interrupting the typing flow.
Chat UI Redesign
The interface uses a modern chat bubble format:
- Visitor Messages: Branding-colored bubbles on the left.
- Agent Messages: Generic gray bubbles on the right, featuring the agent's profile picture for identification.
- Typing Indicator: Displays the agent's profile picture alongside the word 'Typing'. The indicator is dynamic: it is hidden when the agent is not actively typing, or when the chat window is unfocused/redirected.
- Timestamps: Hidden by default to maintain a clean interface. On Desktop, hover over a message to view the timestamp; on Mobile/Tablet, tap the message to reveal it.
Input Field & Send Functionality
- Send Button: Redesigned for a modern look. It remains disabled until text is entered into the input field to prevent empty message submission.
- Extended Input: The input field supports multi-line text, with a scrollbar appearing automatically after the fourth line of text to ensure visibility.
- Phone Number Validation: The input field enforces strict validation when the system requests a phone number, preventing the submission of inaccurate data.
Customer Pain Points & Navigation
The Customer Pain Points area includes a dynamic scrollbar that activates when content exceeds the designated frame size.
Exit Pop-up (EP) Widget Integration
The system initializes the response time counter for chats initiated via the Exit Pop-up widget upon the visitor's first response. The UI has been refined for better alignment, including standardized button placement for 'Switch to text' and improved alignment for True/False response options.
Transfer Chat Logic
The 'Transfer Chat' tab visibility is governed by account settings. If 'Operator Enabled' is checked, the tab is hidden. If unchecked, visibility depends on assigned operator presence.
Chat Summarization for VA Accounts
Chat summaries are consistently included in lead emails for VA-enabled accounts, regardless of 'Copy entire lead to transcript' settings.
Issue Reporting
Dashboard-reported issues are routed to a updated support email address to ensure proper logging following the suspension of the previous scripting email.
Ticket coverage
- CHAT-16294 — Implements predictive text expansion.
- CHAT-16295 — Adds real-time grammar and spell-checking.
- CHAT-16296 — Redesigns chat interface with color-coded bubbles.
- CHAT-16326 — Fixes agent alias truncation on mobile.
- CHAT-16374 — Adds scrollbar to Customer Pain Points.
- CHAT-16419 — Fixes EP widget response timer.
- CHAT-16423 — Ensures Chat Summaries in VA lead emails.
- CHAT-16572 — Integrates AI copilot for conversational suggestions.
- CHAT-16606 — Fixes Transfer Chat tab visibility logic.
- CHAT-16628 — Implements hover/tap-to-view timestamps.
- CHAT-16629 — Modernizes Send button with input-dependent state.
- CHAT-16630 — Standardizes message bubble design with branding colors.
- CHAT-16631 — Adds agent profile pictures to message bubbles.
- CHAT-16632 — Adds profile picture to typing indicator.
- CHAT-16633 — Adds scrollbar to input field after 4 lines.
- CHAT-16790 — Adds phone number validation to input fields.
- CHAT-16799 — Disables typing indicator when chat is unfocused or redirected.
- CHAT-16828 — Refines EP widget UI elements and alignment.
- CHAT-16829 — Improves True/False button alignment and styling.
- CHAT-16832 — Updates support email for dashboard issue reporting.
Nylas Appointment Scheduler Provisioning and Integration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system is currently undergoing a migration from Nylas V2 to V3 API.
- The 'company key' or 'timestamp' is automatically handled by the backend logic without user intervention.
- The 'apexfeature1.xyz' environment represents the production-ready V3 implementation.
graph LR
A[Initiate Provisioning] --> B[Authenticate Calendar]
B --> C{Slug Unique?}
C -- No --> D[Append Unique ID]
C -- Yes --> E[Validate Permissions]
D --> E
E --> F{Access Valid?}
F -- Yes --> G[Create Appointment Page]
F -- No --> H[Display Error]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
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Overview
The Appointment Scheduler integration with Nylas facilitates seamless calendar synchronization for representatives. This documentation covers recent enhancements to the provisioning process, including improved slug generation, Outlook authentication stability, and resolution of calendar access errors.
User Flow: Representative Provisioning
- Initiation: The administrator initiates the appointment page creation or representative provisioning process.
- Authentication: The representative authenticates their calendar provider (Google/Outlook) via the Nylas interface.
- Slug Generation: The system automatically appends a unique identifier (company key or timestamp) to the appointment page title to prevent slug collisions across environments.
- Validation: The system verifies calendar permissions. If the account is read-only or unsupported (e.g., IMAP), an error is returned.
- Completion: Upon successful authorization and validation, the appointment page is generated and linked to the company.
Business Rules & Constraints
- Slug Uniqueness: Appointment page titles must be unique. To prevent collisions, the system enforces unique identifiers on all generated slugs.
- API Versioning: The system is transitioning from Nylas V2 to V3. Certain authentication errors (specifically regarding Outlook password validation) are resolved by the V3 upgrade.
- Calendar Access: Users must provide full calendar access. Partial access or restricted security settings on external calendars may prevent page creation.
Ticket Coverage
- CHAT-16293 — Resolves provisioning failures for new users by addressing authorization errors related to read-only or unsupported calendar accounts.
- CHAT-16297 — Implements unique slug generation by appending identifiers to page titles, preventing collisions when reusing titles across different environments.
- CHAT-16298 — Fixes Outlook authentication errors by upgrading to Nylas V3, ensuring valid password handling for representatives.
- CHAT-16303 — Improves reliability for appointment page creation by resolving intermittent access errors occurring with previously authorized or partially-accessed email accounts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler integration with Nylas facilitates seamless calendar synchronization for representatives. This documentation covers recent enhancements to the provisioning process, including improved slug generation, Outlook authentication stability, and resolution of calendar access errors.
User Flow: Representative Provisioning
- Initiation: The administrator initiates the appointment page creation or representative provisioning process.
- Authentication: The representative authenticates their calendar provider (Google/Outlook) via the Nylas interface.
- Slug Generation: The system automatically appends a unique identifier (company key or timestamp) to the appointment page title to prevent slug collisions across environments.
- Validation: The system verifies calendar permissions. If the account is read-only or unsupported (e.g., IMAP), an error is returned.
- Completion: Upon successful authorization and validation, the appointment page is generated and linked to the company.
Business Rules & Constraints
- Slug Uniqueness: Appointment page titles must be unique. To prevent collisions, the system enforces unique identifiers on all generated slugs.
- API Versioning: The system is transitioning from Nylas V2 to V3. Certain authentication errors (specifically regarding Outlook password validation) are resolved by the V3 upgrade.
- Calendar Access: Users must provide full calendar access. Partial access or restricted security settings on external calendars may prevent page creation.
Ticket Coverage
- CHAT-16293 — Resolves provisioning failures for new users by addressing authorization errors related to read-only or unsupported calendar accounts.
- CHAT-16297 — Implements unique slug generation by appending identifiers to page titles, preventing collisions when reusing titles across different environments.
- CHAT-16298 — Fixes Outlook authentication errors by upgrading to Nylas V3, ensuring valid password handling for representatives.
- CHAT-16303 — Improves reliability for appointment page creation by resolving intermittent access errors occurring with previously authorized or partially-accessed email accounts.
Chat Platform Data Management
▶ 4 earlier versions
▶ 3 assumptions
Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration integrity, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing precision, and reporting enhancements.
CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has been explicitly defined. If a user attempts to enable the flag without this category, the system displays an error message: "Please select a Business Category before enabling the CRM flag." Removing a Business Category while the CRM flag is active triggers a warning prompt to prevent configuration conflicts.
Virtual Assistant (VA) and Chatbot Data Handling
- Transcript Summarization: VA accounts automatically trigger chat summarization when sending leads to a CRM, ensuring concise data for systems with character limits.
- Lead Notes Integrity: The
lead.notesfield is optimized to capture only visitor responses, preventing the inclusion of full transcripts. - HTML Lead Emails: Chat transcripts are now correctly included in HTML lead emails generated by Conversational Bots.
- Dynamic Business Information: Chatbots now dynamically extract and respond based on updated Business Background, Addresses, and Working Hours information.
- Exit Popup (EP) Visibility: The Exit Popup now includes a date display, ensuring users have temporal context as per design specifications.
Lead Pricing and Onboarding
- Precision Handling: The system has been updated to prevent the automatic round-off of lead pricing values and additional option fields. Pricing data is now preserved with full precision during the onboarding, package creation, and quoting processes.
Appointment and Service Management
- Member Status: When a member accepts an Appointment scheduling invitation, their status on the grid updates automatically to 'Active'.
- Service Grid Cleanup: The Service type grid has been streamlined; 'Scheduling type' and 'Link' columns have been removed to improve UI clarity.
Reporting and System Stability
- Facebook Debug Token Report: The report now includes 'Active/Inactive Status' and 'Account Manager/Client Partner' columns to provide better oversight of integration health.
- Chat Input Persistence: Resolved an issue where the text area remained disabled if a visitor initiated a new chat within the same DOM after a previous session ended.
- Account Access: Resolved intermittent errors in the legacy portal.
- Web-to-Text: The system now leaves the phone field blank if no valid number is detected.
- Blank Chat Logic: 'Blank Chat' status is determined only upon chat closure.
Ticket coverage
- CHAT-16299 — Clarified 'Blank Chat' status logic.
- CHAT-16300 — Fixed VA account
lead.notestranscript inclusion. - CHAT-16301 — Implemented mandatory Business Category validation for CRM flag.
- CHAT-16302 — Enabled automatic chat summarization for VA accounts.
- CHAT-16316 — Resolved legacy portal UI error.
- CHAT-16356 — Addressed dummy phone number auto-population.
- CHAT-16711 — Fixed missing chat transcripts in HTML lead emails for Conversational Bots.
- CHAT-16731 — Enabled dynamic updates for chatbot business information.
- CHAT-16764 — Fixed member status update logic on the grid.
- CHAT-16765 — Removed redundant columns from the Service type grid.
- CHAT-16767 — Fixed disabled text area issue for new chats in the same DOM.
- CHAT-16813 — Resolved lead pricing and options field round-off issues.
- CHAT-16885 — Added missing date display to the Exit Popup (EP).
- CHAT-16913 — Added 'Active/Inactive Status' and 'Account Manager/Client Partner' columns to the Facebook Debug Token Report.
Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration integrity, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, and lead pricing precision.
CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has been explicitly defined. If a user attempts to enable the flag without this category, the system displays an error message: "Please select a Business Category before enabling the CRM flag." Removing a Business Category while the CRM flag is active triggers a warning prompt to prevent configuration conflicts.
Virtual Assistant (VA) and Chatbot Data Handling
- Transcript Summarization: VA accounts automatically trigger chat summarization when sending leads to a CRM, ensuring concise data for systems with character limits.
- Lead Notes Integrity: The
lead.notesfield is optimized to capture only visitor responses, preventing the inclusion of full transcripts. - HTML Lead Emails: Chat transcripts are now correctly included in HTML lead emails generated by Conversational Bots.
- Dynamic Business Information: Chatbots now dynamically extract and respond based on updated Business Background, Addresses, and Working Hours information.
Lead Pricing and Onboarding
- Precision Handling: The system has been updated to prevent the automatic round-off of lead pricing values and additional option fields. Pricing data is now preserved with full precision during the onboarding, package creation, and quoting processes, ensuring consistency between the onboarding interface and generated quotes.
Appointment and Service Management
- Member Status: When a member accepts an Appointment scheduling invitation, their status on the grid updates automatically to 'Active'.
- Service Grid Cleanup: The Service type grid has been streamlined; 'Scheduling type' and 'Link' columns have been removed to improve UI clarity.
System Stability and Bug Fixes
- Chat Input Persistence: Resolved an issue where the text area remained disabled if a visitor initiated a new chat within the same DOM after a previous session ended.
- Account Access: Resolved intermittent errors in the legacy portal.
- Web-to-Text: The system now leaves the phone field blank if no valid number is detected, preventing dummy number auto-population.
- Blank Chat Logic: 'Blank Chat' status is determined only upon chat closure; in-progress or unassigned chats are excluded.
Ticket coverage
- CHAT-16299 — Clarified 'Blank Chat' status logic.
- CHAT-16300 — Fixed VA account
lead.notestranscript inclusion. - CHAT-16301 — Implemented mandatory Business Category validation for CRM flag.
- CHAT-16302 — Enabled automatic chat summarization for VA accounts.
- CHAT-16316 — Resolved legacy portal UI error.
- CHAT-16356 — Addressed dummy phone number auto-population.
- CHAT-16711 — Fixed missing chat transcripts in HTML lead emails for Conversational Bots.
- CHAT-16731 — Enabled dynamic updates for chatbot business information.
- CHAT-16764 — Fixed member status update logic on the grid.
- CHAT-16765 — Removed redundant columns from the Service type grid.
- CHAT-16767 — Fixed disabled text area issue for new chats in the same DOM.
- CHAT-16813 — Resolved lead pricing and options field round-off issues to ensure data precision.
Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration integrity, Virtual Assistant (VA) data handling, administrative validation, and chatbot configuration.
CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has been explicitly defined. If a user attempts to enable the flag without this category, the system displays an error message: "Please select a Business Category before enabling the CRM flag." Removing a Business Category while the CRM flag is active triggers a warning prompt to prevent configuration conflicts.
Virtual Assistant (VA) and Chatbot Data Handling
- Transcript Summarization: VA accounts automatically trigger chat summarization when sending leads to a CRM, ensuring concise data for systems with character limits.
- Lead Notes Integrity: The
lead.notesfield is optimized to capture only visitor responses, preventing the inclusion of full transcripts. - HTML Lead Emails: Chat transcripts are now correctly included in HTML lead emails generated by Conversational Bots.
- Dynamic Business Information: Chatbots now dynamically extract and respond based on updated Business Background, Addresses, and Working Hours information.
Appointment and Service Management
- Member Status: When a member accepts an Appointment scheduling invitation, their status on the grid updates automatically to 'Active'.
- Service Grid Cleanup: The Service type grid has been streamlined; 'Scheduling type' and 'Link' columns have been removed to improve UI clarity.
System Stability and Bug Fixes
- Chat Input Persistence: Resolved an issue where the text area remained disabled if a visitor initiated a new chat within the same DOM after a previous session ended.
- Account Access: Resolved intermittent errors in the legacy portal.
- Web-to-Text: The system now leaves the phone field blank if no valid number is detected, preventing dummy number auto-population.
- Blank Chat Logic: 'Blank Chat' status is determined only upon chat closure; in-progress or unassigned chats are excluded.
Ticket coverage
- CHAT-16299 — Clarified 'Blank Chat' status logic.
- CHAT-16300 — Fixed VA account
lead.notestranscript inclusion. - CHAT-16301 — Implemented mandatory Business Category validation for CRM flag.
- CHAT-16302 — Enabled automatic chat summarization for VA accounts.
- CHAT-16316 — Resolved legacy portal UI error.
- CHAT-16356 — Addressed dummy phone number auto-population.
- CHAT-16711 — Fixed missing chat transcripts in HTML lead emails for Conversational Bots.
- CHAT-16731 — Enabled dynamic updates for chatbot business information.
- CHAT-16764 — Fixed member status update logic on the grid.
- CHAT-16765 — Removed redundant columns from the Service type grid.
- CHAT-16767 — Fixed disabled text area issue for new chats in the same DOM.
Overview
This documentation covers recent updates to the Chat Platform, focusing on CRM integration integrity, Virtual Assistant (VA) data handling, and administrative validation rules.
CRM Integration and Validation
To ensure data consistency, the system now enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has been explicitly defined for the company. If a user attempts to enable the flag without this category, the system displays an error message: "Please select a Business Category before enabling the CRM flag." Furthermore, if a user attempts to remove a Business Category after the CRM flag is already active, the system triggers a warning prompt to prevent configuration conflicts.
Virtual Assistant (VA) Data Handling
Updates have been implemented to improve how VA accounts manage lead data and transcript summaries:
- Transcript Summarization: VA accounts now automatically trigger the chat summarization feature when sending leads to a CRM. This removes the previous requirement for manual intervention (clicking the 'Summarize Conversation' button), ensuring that CRMs with character limits receive concise data.
- Lead Notes Integrity: The
lead.notesfield is now optimized to capture only visitor responses in VA accounts, preventing the inclusion of full transcripts that previously caused CRM rejection due to excessive length.
System Stability and Bug Fixes
- Account Access: Resolved an issue where an intermittent error message appeared when opening accounts in the legacy portal for specific user roles.
- Web-to-Text: Addressed reports of dummy phone numbers (15555555555) auto-populating in the web-to-text widget. The system is now expected to leave the field blank if no valid number is detected within the chat context.
- Blank Chat Logic: The system maintains current logic where 'Blank Chat' status is determined upon chat closure. Chats that are in-progress or not yet assigned to an agent are not classified as 'Blank'.
Ticket coverage
- CHAT-16299 — Clarified that 'Blank Chat' status is only applied upon chat closure, excluding in-progress or unassigned chats from this classification.
- CHAT-16300 — Fixed an issue where VA accounts were incorrectly appending full transcripts to
lead.notesinstead of visitor-only summaries. - CHAT-16301 — Implemented mandatory validation requiring a Business Category to be set before enabling the CRM flag in Company Settings.
- CHAT-16302 — Enabled automatic chat summarization for VA accounts to ensure lead data fits within CRM character constraints.
- CHAT-16316 — Resolved a UI error that occurred when specific users accessed accounts via the legacy portal.
- CHAT-16356 — Investigated and addressed reports of dummy phone numbers auto-populating in the web-to-text widget.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- File retention duration is governed by existing system-wide log policies.
- The 'attachment' question type is available for both Conversational Bots and VA-led chats.
- Internal admin/partner access restrictions are enforced at the database/API level.
graph LR
A[User initiates CRM enable] --> B{Business Category Set?}
B -- No --> C[Display Error Message]
B -- Yes --> D[Enable CRM Flag]
D --> E[VA/Bot Sends Lead]
E --> F[Auto-Summarize Conversation]
F --> G[Send to CRM/Email]
H[Visitor triggers Exit Popup] --> I[Display Popup with Date]
J[Chatbot Flow] --> K{Attachment Question?}
K -- Yes --> L[Display Attachment Icon]
L --> M{Mandatory?}
M -- Yes --> N[User must upload to continue]
M -- No --> O[Optional upload]
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Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has been explicitly defined. Removing a Business Category while the CRM flag is active triggers a warning prompt.
Virtual Assistant (VA) and Chatbot Data Handling
- Transcript Summarization: VA accounts automatically trigger chat summarization when sending leads to a CRM.
- Lead Notes Integrity: The
lead.notesfield is optimized to capture only visitor responses. - HTML Lead Emails: Chat transcripts are now correctly included in HTML lead emails.
- Dynamic Business Information: Chatbots dynamically extract and respond based on updated Business Background, Addresses, and Working Hours.
- Exit Popup (EP) Visibility: The Exit Popup includes a date display for temporal context.
Attachment Management
- Legacy and New Portal Access: Customers can preview and download files directly within the lead section of both the legacy and new portals. Access is restricted to the customer's own documents; partners cannot access their customers' files. Internal admins and partners can view file metadata (name, type) but cannot access the files themselves.
- Messaging Dashboard: Operators can receive, preview, and download attachments directly within the chatroom (live and historic chats). Files are stored in logs for the duration of the retention policy.
- Question Type Control: A new 'attachment' question type allows for granular control over when a visitor is prompted to upload files. This can be set as 'mandatory' or 'optional' within the conversation flow, allowing for multiple attachment requests per session.
Lead Pricing and Onboarding
- Precision Handling: The system preserves full precision for lead pricing and option fields during onboarding and quoting.
Appointment and Service Management
- Member Status: Automatic 'Active' status update upon invitation acceptance.
- Service Grid: Streamlined UI with redundant columns removed.
Reporting and System Stability
- Facebook Debug Token Report: Includes 'Active/Inactive Status' and 'Account Manager/Client Partner' columns.
- Chat Input Persistence: Resolved text area disabling issues.
- Web-to-Text: Phone field remains blank if no valid number is detected.
- Blank Chat Logic: Determined only upon chat closure.
Ticket coverage
- CHAT-16299 — Clarified 'Blank Chat' status logic.
- CHAT-16300 — Fixed VA account
lead.notestranscript inclusion. - CHAT-16301 — Implemented mandatory Business Category validation for CRM flag.
- CHAT-16302 — Enabled automatic chat summarization for VA accounts.
- CHAT-16316 — Resolved legacy portal UI error.
- CHAT-16356 — Addressed dummy phone number auto-population.
- CHAT-16711 — Fixed missing chat transcripts in HTML lead emails.
- CHAT-16731 — Enabled dynamic updates for chatbot business information.
- CHAT-16764 — Fixed member status update logic.
- CHAT-16765 — Removed redundant columns from the Service type grid.
- CHAT-16767 — Fixed disabled text area issue.
- CHAT-16813 — Resolved lead pricing round-off issues.
- CHAT-16885 — Added missing date display to the Exit Popup.
- CHAT-16913 — Added columns to the Facebook Debug Token Report.
- CHAT-17125 — Enabled legacy portal file access.
- CHAT-17126 — Enabled cross-portal file access for customers.
- CHAT-17127 — Introduced 'attachment' question type with mandatory/optional flags.
- CHAT-17128 — Enabled attachment handling in the messaging dashboard.
- CHAT-17147 — Marked as Won't Fix; alternative method for lead category identification identified.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has been explicitly defined. Removing a Business Category while the CRM flag is active triggers a warning prompt.
Virtual Assistant (VA) and Chatbot Data Handling
- Transcript Summarization: VA accounts automatically trigger chat summarization when sending leads to a CRM.
- Lead Notes Integrity: The
lead.notesfield is optimized to capture only visitor responses. - HTML Lead Emails: Chat transcripts are now correctly included in HTML lead emails.
- Dynamic Business Information: Chatbots dynamically extract and respond based on updated Business Background, Addresses, and Working Hours.
- Exit Popup (EP) Visibility: The Exit Popup includes a date display for temporal context.
Attachment Management
- Legacy and New Portal Access: Customers can preview and download files directly within the lead section of both the legacy and new portals. Access is restricted to the customer's own documents; partners cannot access their customers' files. Internal admins and partners can view file metadata (name, type) but cannot access the files themselves.
- Messaging Dashboard: Operators can receive, preview, and download attachments directly within the chatroom (live and historic chats). Files are stored in logs for the duration of the retention policy.
- Question Type Control: A new 'attachment' question type allows for granular control over when a visitor is prompted to upload files. This can be set as 'mandatory' or 'optional' within the conversation flow, allowing for multiple attachment requests per session.
Lead Pricing and Onboarding
- Precision Handling: The system preserves full precision for lead pricing and option fields during onboarding and quoting.
Appointment and Service Management
- Member Status: Automatic 'Active' status update upon invitation acceptance.
- Service Grid: Streamlined UI with redundant columns removed.
Reporting and System Stability
- Facebook Debug Token Report: Includes 'Active/Inactive Status' and 'Account Manager/Client Partner' columns.
- Chat Input Persistence: Resolved text area disabling issues.
- Web-to-Text: Phone field remains blank if no valid number is detected.
- Blank Chat Logic: Determined only upon chat closure.
Ticket coverage
- CHAT-16299 — Clarified 'Blank Chat' status logic.
- CHAT-16300 — Fixed VA account
lead.notestranscript inclusion. - CHAT-16301 — Implemented mandatory Business Category validation for CRM flag.
- CHAT-16302 — Enabled automatic chat summarization for VA accounts.
- CHAT-16316 — Resolved legacy portal UI error.
- CHAT-16356 — Addressed dummy phone number auto-population.
- CHAT-16711 — Fixed missing chat transcripts in HTML lead emails.
- CHAT-16731 — Enabled dynamic updates for chatbot business information.
- CHAT-16764 — Fixed member status update logic.
- CHAT-16765 — Removed redundant columns from the Service type grid.
- CHAT-16767 — Fixed disabled text area issue.
- CHAT-16813 — Resolved lead pricing round-off issues.
- CHAT-16885 — Added missing date display to the Exit Popup.
- CHAT-16913 — Added columns to the Facebook Debug Token Report.
- CHAT-17125 — Enabled legacy portal file access.
- CHAT-17126 — Enabled cross-portal file access for customers.
- CHAT-17127 — Introduced 'attachment' question type with mandatory/optional flags.
- CHAT-17128 — Enabled attachment handling in the messaging dashboard.
- CHAT-17147 — Marked as Won't Fix; alternative method for lead category identification identified.
Voice Dashboard Integration and Configuration
▶ 2 earlier versions
▶ 3 assumptions
Overview
This documentation covers updates to the Voice module, including backend analytics integration, account-level pricing documentation, payment processing, UI nomenclature standardization, and the expansion of dashboard visibility to partners and customers.
Pricing Notes Field
Users with 'vendormax' permissions can now document complex, sliding-scale partner pricing directly within the account profile.
- Location: Accessible exclusively via the 'Voice' tab under the 'Companies' section.
- Constraints: The field is free-form with no character limit or specific validation rules.
- Auditability: All modifications to the pricing notes are captured within the system's history section.
- Exclusions: This field is intentionally omitted from the provisioning sections of both legacy and new portals.
Payment Capture
Agents are now empowered to facilitate credit card payments on behalf of clients. By leveraging the client's Stripe account, agents can generate and distribute payment links (e.g., for appointment deposits) via Zapier integration, allowing for secure and efficient transaction processing.
Voice Dashboard Access
Following the integration of ApexVoice and ADX data, the Voice Dashboard is now available to both Partners and Customers. This provides transparency into call metrics and performance data directly within their respective portals.
UI Standardization
To ensure consistency across the platform, the 'Blazeo Voice' label within the Reseller Portal onboarding tab has been rebranded to 'Voice'.
Ticket coverage
- CHAT-16304 — Initiates the backend integration between ApexVoice and ADX to enable data visualization for voice dashboard graphs.
- CHAT-16333 — Adds a free-form 'Pricing Notes' field to the Company > Voice section, restricted to vendormax users, with full history tracking.
- CHAT-16335 — Enables call center agents to process client payments by utilizing Stripe payment links via Zapier.
- CHAT-16376 — Standardizes UI nomenclature by renaming 'Blazeo Voice' to 'Voice' within the Reseller Portal onboarding tab.
- CHAT-16514 — Extends Voice Dashboard visibility to Partners and Customers, enabling data-driven insights for non-admin users.
Overview
This documentation covers recent updates to the Voice module, including backend integration for analytics, enhanced account-level pricing documentation, payment processing capabilities, and UI nomenclature standardization.
Pricing Notes Field
Users with 'vendormax' permissions can now document complex, sliding-scale partner pricing directly within the account profile.
- Location: Accessible exclusively via the 'Voice' tab under the 'Companies' section.
- Constraints: The field is free-form with no character limit or specific validation rules.
- Auditability: All modifications to the pricing notes are captured within the system's history section.
- Exclusions: This field is intentionally omitted from the provisioning sections of both legacy and new portals.
Payment Capture
Agents are now empowered to facilitate credit card payments on behalf of clients. By leveraging the client's Stripe account, agents can generate and distribute payment links (e.g., for appointment deposits) via Zapier integration, allowing for secure and efficient transaction processing.
UI Standardization
To ensure consistency across the platform, the 'Blazeo Voice' label within the Reseller Portal onboarding tab has been rebranded to 'Voice'.
Ticket coverage
- CHAT-16304 — Initiates the backend integration between ApexVoice and ADX to enable data visualization for voice dashboard graphs.
- CHAT-16333 — Adds a free-form 'Pricing Notes' field to the Company > Voice section, restricted to vendormax users, with full history tracking.
- CHAT-16335 — Enables call center agents to process client payments by utilizing Stripe payment links via Zapier.
- CHAT-16376 — Standardizes UI nomenclature by renaming 'Blazeo Voice' to 'Voice' within the Reseller Portal onboarding tab.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The timezone setting for call transfers is a required field to ensure accurate routing.
- The timezone configuration is located within the same 'Voice' tab context as other voice-related settings.
- The 'Voice' tab is the centralized location for all voice-related administrative tasks.
graph LR
A[Access Company Voice Tab] --> B{User Permission Check}
B -- Vendormax --> C[View/Edit Pricing Notes]
B -- Other --> D[Access Restricted]
E[Agent Initiates Payment] --> F[Generate Stripe Link]
F --> G[Send via Zapier to Customer]
H[ApexVoice Data] --> I[ADX Integration]
I --> J[Voice Dashboard]
J --> K[Partner Access]
J --> L[Customer Access]
M[Configure Call Transfer] --> N[Select Timezone]
N --> O[Save Transfer Rule]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers updates to the Voice module, including backend analytics integration, account-level pricing documentation, payment processing, UI nomenclature standardization, call transfer configuration, and the expansion of dashboard visibility to partners and customers.
Pricing Notes Field
Users with 'vendormax' permissions can now document complex, sliding-scale partner pricing directly within the account profile.
- Location: Accessible exclusively via the 'Voice' tab under the 'Companies' section.
- Constraints: The field is free-form with no character limit or specific validation rules.
- Auditability: All modifications to the pricing notes are captured within the system's history section.
- Exclusions: This field is intentionally omitted from the provisioning sections of both legacy and new portals.
Payment Capture
Agents are now empowered to facilitate credit card payments on behalf of clients. By leveraging the client's Stripe account, agents can generate and distribute payment links (e.g., for appointment deposits) via Zapier integration, allowing for secure and efficient transaction processing.
Call Transfer Configuration
Users can now specify timezones when adding or editing call transfer settings. This ensures that call routing logic respects the local time constraints of the destination, preventing misdirected transfers.
Voice Dashboard Access
Following the integration of ApexVoice and ADX data, the Voice Dashboard is now available to both Partners and Customers. This provides transparency into call metrics and performance data directly within their respective portals.
UI Standardization
To ensure consistency across the platform, the 'Blazeo Voice' label within the Reseller Portal onboarding tab has been rebranded to 'Voice'.
Ticket coverage
- CHAT-16304 — Initiates the backend integration between ApexVoice and ADX to enable data visualization for voice dashboard graphs.
- CHAT-16333 — Adds a free-form 'Pricing Notes' field to the Company > Voice section, restricted to vendormax users, with full history tracking.
- CHAT-16335 — Enables call center agents to process client payments by utilizing Stripe payment links via Zapier.
- CHAT-16376 — Standardizes UI nomenclature by renaming 'Blazeo Voice' to 'Voice' within the Reseller Portal onboarding tab.
- CHAT-16514 — Extends Voice Dashboard visibility to Partners and Customers, enabling data-driven insights for non-admin users.
- CHAT-16888 — Adds mandatory timezone selection to the call transfer configuration interface for both new and existing transfer rules.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the Voice module, including backend analytics integration, account-level pricing documentation, payment processing, UI nomenclature standardization, call transfer configuration, and the expansion of dashboard visibility to partners and customers.
Pricing Notes Field
Users with 'vendormax' permissions can now document complex, sliding-scale partner pricing directly within the account profile.
- Location: Accessible exclusively via the 'Voice' tab under the 'Companies' section.
- Constraints: The field is free-form with no character limit or specific validation rules.
- Auditability: All modifications to the pricing notes are captured within the system's history section.
- Exclusions: This field is intentionally omitted from the provisioning sections of both legacy and new portals.
Payment Capture
Agents are now empowered to facilitate credit card payments on behalf of clients. By leveraging the client's Stripe account, agents can generate and distribute payment links (e.g., for appointment deposits) via Zapier integration, allowing for secure and efficient transaction processing.
Call Transfer Configuration
Users can now specify timezones when adding or editing call transfer settings. This ensures that call routing logic respects the local time constraints of the destination, preventing misdirected transfers.
Voice Dashboard Access
Following the integration of ApexVoice and ADX data, the Voice Dashboard is now available to both Partners and Customers. This provides transparency into call metrics and performance data directly within their respective portals.
UI Standardization
To ensure consistency across the platform, the 'Blazeo Voice' label within the Reseller Portal onboarding tab has been rebranded to 'Voice'.
Ticket coverage
- CHAT-16304 — Initiates the backend integration between ApexVoice and ADX to enable data visualization for voice dashboard graphs.
- CHAT-16333 — Adds a free-form 'Pricing Notes' field to the Company > Voice section, restricted to vendormax users, with full history tracking.
- CHAT-16335 — Enables call center agents to process client payments by utilizing Stripe payment links via Zapier.
- CHAT-16376 — Standardizes UI nomenclature by renaming 'Blazeo Voice' to 'Voice' within the Reseller Portal onboarding tab.
- CHAT-16514 — Extends Voice Dashboard visibility to Partners and Customers, enabling data-driven insights for non-admin users.
- CHAT-16888 — Adds mandatory timezone selection to the call transfer configuration interface for both new and existing transfer rules.
AI Chatbot Response Management
▶ 1 earlier version
▶ 3 assumptions
Overview
The AI Chatbot Response Management system allows users to train and customize bot interactions through web crawling, document uploads, and manual Q&A configuration. This documentation covers recent enhancements to data integrity, UI consistency, and error handling within the chatbot training interface.
User Workflow: Managing Custom Responses
- Input: Users navigate to the 'Customize Bot Responses' section to add or edit Q&A pairs.
- Validation: The system enforces a question mark (?) at the end of every question. If missing, the system automatically appends it to prevent validation errors.
- Persistence: Input fields retain data during validation triggers, preventing loss of work.
- Processing: Upon submission, the system updates the backend index. Users may experience minor latency; the UI reflects changes once the AI service confirms the update.
- Display: The grid displays responses sorted by newest-to-oldest. All questions are represented consistently with a standard question mark symbol, removing redundant prefixes like "Q1" or "Question:".
Business Rules & Constraints
- Data Consistency: Questions must end with a question mark. The system now handles this automatically.
- Pagination: When deleting all items on a specific page, the system automatically redirects the user to the previous or next available page.
- Latency: API delays may occur during synchronization; users should allow time for the AI service to update the database before expecting changes to appear in the list.
Ticket coverage
- CHAT-16306 — Investigated incorrect website attribution; determined to be a third-party service provider limitation.
- CHAT-16308 — Addressed limitations regarding updating existing answers; users are advised to provide improved feedback via chat ratings for better AI learning.
- CHAT-16319 — Fixed a bug where validation errors caused the loss of user input in Q&A fields.
- CHAT-16324 — Resolved issues where API delays caused customized responses to disappear from the UI.
- CHAT-16325 — Fixed a 404 error occurring when the system failed to locate the index for a user's chatbot.
- CHAT-16327 — Implemented sorting logic to ensure the grid displays responses from newest to oldest.
- CHAT-16328 — Addressed UI spacing issues between text and separator lines in the response editor.
- CHAT-16329 — Fixed pagination logic to ensure proper redirection when a page becomes empty.
- CHAT-16343 — Implemented automatic appending of a question mark to custom questions to streamline the user experience.
- CHAT-16357 — Standardized the display of questions by removing redundant prefixes and symbols.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Skip question' feature (CHAT-16782) is currently under investigation and expected to align with scriptbot behavior.
- V3 widget improvements (CHAT-16713) are now standard for all new host deployments.
- The 'Suggestive' mode logic is a global setting for the chatbot instance.
graph LR
A[User Input] --> B{Validation}
B -->|Missing ?| C[Auto-append ?]
C --> D[Submit to API]
B -->|Valid| D
D --> E[Update Database]
E --> F[Refresh Grid]
G[Visitor Input] --> H{Context Analysis}
H -->|Multiple Replies| I[Aggregate & Respond]
H -->|Question| J[Knowledge Base Lookup]
H -->|Service Request| K[Process Intent]
K -->|Live Chat| L[Maintain Context/No Transfer]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The AI Chatbot Response Management system allows users to train and customize bot interactions through web crawling, document uploads, and manual Q&A configuration. This documentation covers data integrity, UI consistency, error handling, and conversational logic enhancements for the chatbot training interface.
User Workflow: Managing Custom Responses
- Input: Users navigate to the 'Customize Bot Responses' section to add or edit Q&A pairs.
- Validation: The system enforces a question mark (?) at the end of every question. If missing, the system automatically appends it.
- Persistence: Input fields retain data during validation triggers.
- Processing: Upon submission, the system updates the backend index. Users should allow for synchronization latency.
- Display: The grid displays responses sorted by newest-to-oldest, with redundant prefixes removed.
Conversational Logic & Constraints
- Suggestive Mode: When 'Suggestive' preference is enabled, the system maintains the chat session until the user manually closes it, preventing premature termination.
- Contextual Awareness: The bot is designed to distinguish between user service requirements (e.g., 'Live Chat' as a service) and intent to transfer, preventing unnecessary agent handoffs.
- Multi-Reply Handling: The bot analyzes multiple visitor replies to a single question as a collective input to provide a coherent response, rather than repeating the next question for every individual reply.
- Question Handling: The bot prioritizes its knowledge base over echoing visitor questions. If a visitor asks a question, the bot provides an answer rather than repeating the visitor's query.
- Chat Termination: The system ensures chat sessions remain active until the full response is delivered and the formal ending statement is processed.
Ticket coverage
- CHAT-16306 — Investigated incorrect website attribution.
- CHAT-16308 — Addressed limitations regarding updating existing answers.
- CHAT-16319 — Fixed input loss during validation errors.
- CHAT-16324 — Resolved API delay issues causing response disappearance.
- CHAT-16325 — Fixed 404 error on chatbot index location.
- CHAT-16327 — Implemented newest-to-oldest sorting.
- CHAT-16328 — Addressed UI spacing in response editor.
- CHAT-16329 — Fixed pagination redirection logic.
- CHAT-16343 — Implemented automatic question mark appending.
- CHAT-16357 — Standardized display by removing redundant prefixes.
- CHAT-16700 — Fixed premature chat closure in Suggestive mode.
- CHAT-16717 — Ensured MC options appear in Suggestive mode.
- CHAT-16745 — Fixed repetitive questioning when visitors send multiple replies.
- CHAT-16758 — Prevented bot from echoing visitor questions.
- CHAT-16759 — Resolved issues with chat termination logic.
- CHAT-16768 — Improved context awareness to prevent false-positive agent transfers.
- CHAT-16770 — Resolved chat initiation freezing.
- CHAT-16782 — Investigated 'Skip question' functionality for Generative AI.
- CHAT-16783 — Fixed premature session termination before full response delivery.
- CHAT-16713 — Fixed real-time response display issues in V3 widget.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Response Management system allows users to train and customize bot interactions through web crawling, document uploads, and manual Q&A configuration. This documentation covers data integrity, UI consistency, error handling, and conversational logic enhancements for the chatbot training interface.
User Workflow: Managing Custom Responses
- Input: Users navigate to the 'Customize Bot Responses' section to add or edit Q&A pairs.
- Validation: The system enforces a question mark (?) at the end of every question. If missing, the system automatically appends it.
- Persistence: Input fields retain data during validation triggers.
- Processing: Upon submission, the system updates the backend index. Users should allow for synchronization latency.
- Display: The grid displays responses sorted by newest-to-oldest, with redundant prefixes removed.
Conversational Logic & Constraints
- Suggestive Mode: When 'Suggestive' preference is enabled, the system maintains the chat session until the user manually closes it, preventing premature termination.
- Contextual Awareness: The bot is designed to distinguish between user service requirements (e.g., 'Live Chat' as a service) and intent to transfer, preventing unnecessary agent handoffs.
- Multi-Reply Handling: The bot analyzes multiple visitor replies to a single question as a collective input to provide a coherent response, rather than repeating the next question for every individual reply.
- Question Handling: The bot prioritizes its knowledge base over echoing visitor questions. If a visitor asks a question, the bot provides an answer rather than repeating the visitor's query.
- Chat Termination: The system ensures chat sessions remain active until the full response is delivered and the formal ending statement is processed.
Ticket coverage
- CHAT-16306 — Investigated incorrect website attribution.
- CHAT-16308 — Addressed limitations regarding updating existing answers.
- CHAT-16319 — Fixed input loss during validation errors.
- CHAT-16324 — Resolved API delay issues causing response disappearance.
- CHAT-16325 — Fixed 404 error on chatbot index location.
- CHAT-16327 — Implemented newest-to-oldest sorting.
- CHAT-16328 — Addressed UI spacing in response editor.
- CHAT-16329 — Fixed pagination redirection logic.
- CHAT-16343 — Implemented automatic question mark appending.
- CHAT-16357 — Standardized display by removing redundant prefixes.
- CHAT-16700 — Fixed premature chat closure in Suggestive mode.
- CHAT-16717 — Ensured MC options appear in Suggestive mode.
- CHAT-16745 — Fixed repetitive questioning when visitors send multiple replies.
- CHAT-16758 — Prevented bot from echoing visitor questions.
- CHAT-16759 — Resolved issues with chat termination logic.
- CHAT-16768 — Improved context awareness to prevent false-positive agent transfers.
- CHAT-16770 — Resolved chat initiation freezing.
- CHAT-16782 — Investigated 'Skip question' functionality for Generative AI.
- CHAT-16783 — Fixed premature session termination before full response delivery.
- CHAT-16713 — Fixed real-time response display issues in V3 widget.
AI Chatbot Web Crawler and Document Training Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses a unified API for fetching both document uploads and web crawler data.
- The 2MB file size limit is a hard constraint enforced by the backend.
- The 'refresh' behavior is intentional and not a bug, as per the developer's clarification.
graph LR
A[User Inputs URL/File] --> B[Click Submit]
B --> C{Button Disabled}
C --> D[System Processes Input]
D --> E[Validation Check]
E -->|Valid| F[Success Toast Displayed]
E -->|Invalid| G[Error Message Displayed]
F --> H[Item Appears in Grid]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The AI Chatbot training module allows users to ingest external knowledge by crawling web URLs and uploading local documents. This system processes these inputs to train the chatbot, ensuring that the bot's knowledge base is accurate, up-to-date, and reflective of the provided source material.
User Flow: Adding Knowledge Sources
- Input Selection: The user chooses to either input a URL for web crawling or upload a document file.
- Submission: Upon clicking the submit button, the system initiates the upload process. The UI disables the submit button to prevent duplicate requests.
- Processing: The system validates the input (e.g., file size limits for documents).
- Confirmation: Once the process completes, the system displays a success toast notification, and the item appears in the respective grid.
Business Rules and Constraints
- File Uploads: Documents must be under 2MB in size. Files exceeding this limit trigger a validation error.
- UI Behavior: The submit button is disabled during the upload process to prevent duplicate entries.
- Notifications: Successful actions trigger specific toast messages (e.g., "URL added successfully" or "URL delete successfully").
- Data Refreshing: The refresh icons for uploads and web crawlers trigger a global refresh of the knowledge base sources, as they are fetched from the same API endpoint.
Ticket coverage
- CHAT-16305 — Resolves an issue where URLs would disappear from the web crawler grid after the loading process completed.
- CHAT-16309 — Fixes a bug where document files containing images would disappear from the system after a page refresh.
- CHAT-16323 — Disables the submit button during the URL addition process to prevent users from triggering duplicate uploads.
- CHAT-16330 — Clarifies that the refresh icons for uploads and web crawlers are intended to refresh the entire knowledge base source set simultaneously.
- CHAT-16332 — Updates the toast notification text to correctly display "URL delete successfully" instead of the generic "File delete successfully" message.
- CHAT-16342 — Implements a missing success toast notification that appears when a URL is added successfully.
- CHAT-16350 — Increases the file upload limit to 2MB, ensuring files larger than 1MB are processed correctly while maintaining validation for files exceeding 2MB.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot training module allows users to ingest external knowledge by crawling web URLs and uploading local documents. This system processes these inputs to train the chatbot, ensuring that the bot's knowledge base is accurate, up-to-date, and reflective of the provided source material.
User Flow: Adding Knowledge Sources
- Input Selection: The user chooses to either input a URL for web crawling or upload a document file.
- Submission: Upon clicking the submit button, the system initiates the upload process. The UI disables the submit button to prevent duplicate requests.
- Processing: The system validates the input (e.g., file size limits for documents).
- Confirmation: Once the process completes, the system displays a success toast notification, and the item appears in the respective grid.
Business Rules and Constraints
- File Uploads: Documents must be under 2MB in size. Files exceeding this limit trigger a validation error.
- UI Behavior: The submit button is disabled during the upload process to prevent duplicate entries.
- Notifications: Successful actions trigger specific toast messages (e.g., "URL added successfully" or "URL delete successfully").
- Data Refreshing: The refresh icons for uploads and web crawlers trigger a global refresh of the knowledge base sources, as they are fetched from the same API endpoint.
Ticket coverage
- CHAT-16305 — Resolves an issue where URLs would disappear from the web crawler grid after the loading process completed.
- CHAT-16309 — Fixes a bug where document files containing images would disappear from the system after a page refresh.
- CHAT-16323 — Disables the submit button during the URL addition process to prevent users from triggering duplicate uploads.
- CHAT-16330 — Clarifies that the refresh icons for uploads and web crawlers are intended to refresh the entire knowledge base source set simultaneously.
- CHAT-16332 — Updates the toast notification text to correctly display "URL delete successfully" instead of the generic "File delete successfully" message.
- CHAT-16342 — Implements a missing success toast notification that appears when a URL is added successfully.
- CHAT-16350 — Increases the file upload limit to 2MB, ensuring files larger than 1MB are processed correctly while maintaining validation for files exceeding 2MB.
AI Chatbot Widget UI Enhancements and Bug Fixes
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Exit pop-up' refers to a specific widget triggered when a user attempts to leave the chat interface.
- The 'AI environment' refers to the backend or container where the bot logic executes.
- The 'Delete URL' message was an incorrect technical string displayed to end-users.
graph LR
A[User Interaction] --> B{Action Type}
B -->|Input| C[Mobile Input Enabled]
B -->|Delete File| D[Display Correct Deletion Message]
B -->|Transfer| E[AI Bot Stops / Agent Takes Over]
B -->|Date QR| F[Calendar Functionality Active]
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Overview
This documentation covers recent stability and UI improvements for the AI Chatbot widget. These updates ensure cross-device compatibility, correct UI alignment in exit pop-ups, proper handling of file deletion feedback, and seamless transitions between AI and live agent support.
Core Functionality
Mobile Accessibility
The AI Chatbot input field is now fully enabled on mobile devices, ensuring users can interact with the bot without restriction.
UI Consistency
The 'Send' button text within the full-text Quick Reply (QR) component of the Exit pop-up widget is now center-aligned, maintaining visual consistency across Pre-chat and Exit pop-up interfaces.
AI-to-Agent Handoff
When a chat session is transferred from the AI bot to a live agent, the AI bot process terminates immediately to ensure the agent has full control over the conversation.
File Management Feedback
System messaging has been updated to provide clear, accurate feedback when a user deletes a file, replacing the previous generic 'Delete URL' notification.
Calendar/Date QR Reliability
Calendar and Date-type Quick Replies are now functional within the AI environment regardless of whether the primary AI Chatbot toggle is enabled or disabled.
Ticket coverage
- CHAT-16311 — Resolves an issue where the input field was disabled on mobile devices, preventing user interaction.
- CHAT-16312 — Corrects the alignment of the 'Send' text in full-text Quick Reply buttons within the Exit pop-up widget.
- CHAT-16313 — Updates the system notification message displayed to users upon successful file deletion.
- CHAT-16318 — Ensures the AI bot stops processing once a chat is successfully transferred to a live agent.
- CHAT-16331 — Fixes a bug where Calendar/Date type Quick Replies failed to render or function when the AI Chatbot feature was disabled.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent stability and UI improvements for the AI Chatbot widget. These updates ensure cross-device compatibility, correct UI alignment in exit pop-ups, proper handling of file deletion feedback, and seamless transitions between AI and live agent support.
Core Functionality
Mobile Accessibility
The AI Chatbot input field is now fully enabled on mobile devices, ensuring users can interact with the bot without restriction.
UI Consistency
The 'Send' button text within the full-text Quick Reply (QR) component of the Exit pop-up widget is now center-aligned, maintaining visual consistency across Pre-chat and Exit pop-up interfaces.
AI-to-Agent Handoff
When a chat session is transferred from the AI bot to a live agent, the AI bot process terminates immediately to ensure the agent has full control over the conversation.
File Management Feedback
System messaging has been updated to provide clear, accurate feedback when a user deletes a file, replacing the previous generic 'Delete URL' notification.
Calendar/Date QR Reliability
Calendar and Date-type Quick Replies are now functional within the AI environment regardless of whether the primary AI Chatbot toggle is enabled or disabled.
Ticket coverage
- CHAT-16311 — Resolves an issue where the input field was disabled on mobile devices, preventing user interaction.
- CHAT-16312 — Corrects the alignment of the 'Send' text in full-text Quick Reply buttons within the Exit pop-up widget.
- CHAT-16313 — Updates the system notification message displayed to users upon successful file deletion.
- CHAT-16318 — Ensures the AI bot stops processing once a chat is successfully transferred to a live agent.
- CHAT-16331 — Fixes a bug where Calendar/Date type Quick Replies failed to render or function when the AI Chatbot feature was disabled.
AI Chatbot Script Flow Diagram Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Backspace' key functionality for unlinking is the standard interaction model for the diagram.
- The 'Company Script' section is the primary repository for chatbot logic outside the visual editor.
- The 'Feature' environment is the primary testing ground for these fixes.
graph LR
A[Start Node] --> B[Add Question]
B --> C{Question Type}
C -->|MC/TF| D[Define Options]
C -->|Text/Full-Text| E[Define Visitor Response]
C -->|Appointment| F[Configure Appointment Page]
D --> G[Link to Next Node]
E --> G
F --> G
G --> H[Sync to Company Script/Widget]
✎ This documentation has been manually edited.
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Overview
The AI Chatbot Script Flow Diagram is a visual interface designed to manage chatbot conversation logic. It allows administrators to map questions, responses, and flow transitions, ensuring that the chatbot behaves consistently across the widget and company script settings.
Core Functionality
- Node Management: Users can create, link, and unlink nodes to define conversation paths. Unlinking is performed by selecting a connection and pressing the 'Backspace' key.
- Question Configuration: Supports various question types, including Multiple Choice (MC), True/False (TF), Text, Full-Text, and Appointment Scheduler.
- Integration: Scripts designed in the diagram automatically sync with the company script section and the widget's greeting message.
User Flow
- Initialization: The user accesses the Script Flow Diagram to define the starting node.
- Node Creation: The user adds questions (e.g., MC, TF, Text) via the 'Add New Question' pop-up.
- Mapping: Nodes are connected to define the flow. Multiple nodes can be mapped to a single target node.
- Configuration: For specific types like Appointment Scheduler, the user configures the associated appointment page.
- Validation: The system ensures UI consistency, preventing overlapping pop-ups and ensuring the starting node remains intact.
Business Rules & Constraints
- Starting Node: The starting node is mandatory and cannot be deleted to prevent flow breakage.
- UI Integrity: Only one 'Add New Question' pop-up can be active at a time. The 'Add' button and pop-ups are designed to prevent visual overlap.
- Data Sync: Changes made in the diagram must reflect in the company script section and the widget greeting.
Ticket coverage
- CHAT-16307 — Fixes a bug where the Scriptbot flow would break when using Full-Text Message type QRs.
- CHAT-16310 — Resolves an issue where the 'Continue' button failed to trigger the flow if AI was called immediately after the greeting.
- CHAT-16336 — Fixes a UI bug where entering a second MC or TF option would overwrite the first entry.
- CHAT-16337 — Ensures that scripts created in the diagram correctly sync and update in the company script section.
- CHAT-16338 — Fixes a rendering issue where multiple links to a single node were not displayed correctly.
- CHAT-16340 — Implements the ability to unlink nodes by selecting the connection and pressing 'Backspace'.
- CHAT-16341 — Restricts the deletion of the starting node to maintain flow integrity.
- CHAT-16344 — Enables the addition of Visitor Response types for Text and Full-Text QRs.
- CHAT-16345 — Adds functionality to configure appointment pages for Appointment Scheduler QRs.
- CHAT-16346 — Ensures the starting message in the diagram is correctly set as the widget's greeting message.
- CHAT-16347 — Fixes a UI overlap issue between the 'Add' button and the 'Add New Question' pop-up.
- CHAT-16348 — Implements a restriction to prevent multiple 'Add New Question' pop-ups from opening simultaneously.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Script Flow Diagram is a visual interface designed to manage chatbot conversation logic. It allows administrators to map questions, responses, and flow transitions, ensuring that the chatbot behaves consistently across the widget and company script settings.
Core Functionality
- Node Management: Users can create, link, and unlink nodes to define conversation paths. Unlinking is performed by selecting a connection and pressing the 'Backspace' key.
- Question Configuration: Supports various question types, including Multiple Choice (MC), True/False (TF), Text, Full-Text, and Appointment Scheduler.
- Integration: Scripts designed in the diagram automatically sync with the company script section and the widget's greeting message.
User Flow
- Initialization: The user accesses the Script Flow Diagram to define the starting node.
- Node Creation: The user adds questions (e.g., MC, TF, Text) via the 'Add New Question' pop-up.
- Mapping: Nodes are connected to define the flow. Multiple nodes can be mapped to a single target node.
- Configuration: For specific types like Appointment Scheduler, the user configures the associated appointment page.
- Validation: The system ensures UI consistency, preventing overlapping pop-ups and ensuring the starting node remains intact.
Business Rules & Constraints
- Starting Node: The starting node is mandatory and cannot be deleted to prevent flow breakage.
- UI Integrity: Only one 'Add New Question' pop-up can be active at a time. The 'Add' button and pop-ups are designed to prevent visual overlap.
- Data Sync: Changes made in the diagram must reflect in the company script section and the widget greeting.
Ticket coverage
- CHAT-16307 — Fixes a bug where the Scriptbot flow would break when using Full-Text Message type QRs.
- CHAT-16310 — Resolves an issue where the 'Continue' button failed to trigger the flow if AI was called immediately after the greeting.
- CHAT-16336 — Fixes a UI bug where entering a second MC or TF option would overwrite the first entry.
- CHAT-16337 — Ensures that scripts created in the diagram correctly sync and update in the company script section.
- CHAT-16338 — Fixes a rendering issue where multiple links to a single node were not displayed correctly.
- CHAT-16340 — Implements the ability to unlink nodes by selecting the connection and pressing 'Backspace'.
- CHAT-16341 — Restricts the deletion of the starting node to maintain flow integrity.
- CHAT-16344 — Enables the addition of Visitor Response types for Text and Full-Text QRs.
- CHAT-16345 — Adds functionality to configure appointment pages for Appointment Scheduler QRs.
- CHAT-16346 — Ensures the starting message in the diagram is correctly set as the widget's greeting message.
- CHAT-16347 — Fixes a UI overlap issue between the 'Add' button and the 'Add New Question' pop-up.
- CHAT-16348 — Implements a restriction to prevent multiple 'Add New Question' pop-ups from opening simultaneously.
AI Chatbot Rate Conversation Feature Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Rate Conversation' grid is a persistent UI component within the chatbot dashboard.
- The 'success notification' is a standard toast or snackbar message consistent with the application's design system.
- The 'latest to oldest' sorting is based on the timestamp of the response generation.
graph LR
A[User initiates delete] --> B[Show loader]
B --> C[System processes deletion]
C --> D[Hide loader]
D --> E[Show success notification]
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Overview
The Rate Conversation feature allows users to view, manage, and evaluate AI-generated responses within the chatbot interface. This documentation outlines the improvements made to the data presentation, grid integrity, and user feedback mechanisms for response management.
Response Sorting
All AI responses displayed in the Rate Conversation grid are automatically sorted in descending chronological order. This ensures that the most recent interactions appear at the top of the list, providing users with immediate access to the latest AI activity.
Grid Integrity
The system enforces strict validation for the Rate Conversation grid. Only valid, non-empty responses are rendered. Any null or blank entries are filtered out to maintain a clean and professional user interface.
Deletion Workflow
When a user initiates the deletion of a response, the system performs the following steps:
- Initiation: The user triggers the delete action on a specific response.
- Processing: A loading state is displayed to indicate the request is in progress.
- Completion: Upon successful deletion, the loader is automatically dismissed.
- Confirmation: A success notification is displayed to the user to confirm the removal of the response.
Ticket coverage
- CHAT-16320 — Corrects the sorting logic to ensure responses are displayed from latest to oldest rather than in a random order.
- CHAT-16321 — Implements filtering to prevent empty or blank responses from appearing in the Rate Conversation grid.
- CHAT-16322 — Resolves a UI bug where the loader persisted indefinitely and adds a success notification upon the successful deletion of a response.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Rate Conversation feature allows users to view, manage, and evaluate AI-generated responses within the chatbot interface. This documentation outlines the improvements made to the data presentation, grid integrity, and user feedback mechanisms for response management.
Response Sorting
All AI responses displayed in the Rate Conversation grid are automatically sorted in descending chronological order. This ensures that the most recent interactions appear at the top of the list, providing users with immediate access to the latest AI activity.
Grid Integrity
The system enforces strict validation for the Rate Conversation grid. Only valid, non-empty responses are rendered. Any null or blank entries are filtered out to maintain a clean and professional user interface.
Deletion Workflow
When a user initiates the deletion of a response, the system performs the following steps:
- Initiation: The user triggers the delete action on a specific response.
- Processing: A loading state is displayed to indicate the request is in progress.
- Completion: Upon successful deletion, the loader is automatically dismissed.
- Confirmation: A success notification is displayed to the user to confirm the removal of the response.
Ticket coverage
- CHAT-16320 — Corrects the sorting logic to ensure responses are displayed from latest to oldest rather than in a random order.
- CHAT-16321 — Implements filtering to prevent empty or blank responses from appearing in the Rate Conversation grid.
- CHAT-16322 — Resolves a UI bug where the loader persisted indefinitely and adds a success notification upon the successful deletion of a response.
Internal Portal Tools Documentation
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, and UI/UX refinements for the Checklist v2 module.
AI Crawler and Language Support
The AI module now supports multi-language detection and translation for existing flows. The crawler has been upgraded to support full-website ingestion rather than single-URL submissions, including functionality to define exclusion lists for specific pages. Users can now attach files directly within the chat interface to facilitate better communication.
SQA Automation
To streamline testing, the system now tracks user job titles. When a user with the 'SQA' job title creates a new company, the system automatically flags the account as a 'Test Company'. An administrative function is available to bulk-delete invoices associated with these test accounts to maintain data hygiene.
Checklist v2 Enhancements
The Checklist v2 module has received significant UI/UX updates:
- Note & Special Instructions: The input field has been expanded to span the full width of the form for improved readability and usability.
- Dashboard Layout: Tooltips have been removed from the dashboard to allow for at-a-glance information consumption. Spacing between pointers has been increased for better visual separation.
- Accessibility: UI responsiveness has been improved to prevent layout distortion during browser zoom operations.
Ticket coverage
- CHAT-16334 — Implements multi-language support, full-site crawling with exclusion capabilities, and file attachment support in the AI chat interface.
- CHAT-16349 — Introduces 'SQA' job title role to automatically mark new companies as 'Test Company' and provides a tool to delete associated test invoices.
- CHAT-16354 — Refines the Checklist v2 UI by expanding the message field width and fixing zoom-related layout issues.
- CHAT-16355 — Updates the Checklist v2 dashboard by removing tooltips and adjusting spacing between pointers for better readability.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Account Type' column in CHAT-17388 is intended for internal administrative use only as specified.
- The 'Operator Enabled' column mentioned in CHAT-17470 is excluded from current documentation as it is on hold.
- Default flags in CHAT-17462 and CHAT-17463 apply to all provisioning methods including API and quotes.
graph LR
A[User Creates Company] --> B{User Role = SQA?}
B -- Yes --> C[Mark as Test Company]
B -- No --> D[Standard Company Creation]
C --> E[Admin: Delete Test Invoices]
D --> F[Apply Default Flags: Login Enabled, Search Engine to Lead]
F --> G[Provision Account]
✎ This documentation has been manually edited.
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Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now preview and download these attachments from both live and historic chat logs.
SQA Automation and Provisioning
To streamline testing, the system tracks user job titles. Users with the 'SQA' title trigger an automatic 'Test Company' flag upon creation, with administrative tools provided for bulk-deleting associated invoices. Additionally, new accounts are now automatically provisioned with 'Login Enabled' and 'Add Search Engine to Lead' flags enabled by default.
Admin Portal Enhancements
- Company Grid: Internal users can now utilize an 'Account Type' column to filter by offerings (e.g., Live Agents, Operators, Virtual Assistant, AI Chatbot).
- Lead Reporting: The Leads section now dynamically displays City, State, and ZIP code columns if data is available for the account.
- Organization Selection: To resolve ambiguity with duplicate company names, the system now displays the unique Company Key alongside the Company Name for internal users, partners, and delegates.
Checklist v2 Enhancements
- Note & Special Instructions: Input field expanded to full width.
- Dashboard Layout: Tooltips removed; pointer spacing increased for readability.
- Accessibility: Improved responsiveness for browser zoom operations.
Ticket coverage
- CHAT-16334 — Implements multi-language support, full-site crawling, and file attachment support.
- CHAT-16349 — Introduces 'SQA' job title role for 'Test Company' flagging and invoice deletion.
- CHAT-16354 — Refines Checklist v2 UI (field width and zoom issues).
- CHAT-16355 — Updates Checklist v2 dashboard (removes tooltips, adjusts spacing).
- CHAT-17388 — Adds 'Account Type' filterable column to the legacy admin company grid.
- CHAT-17403 — Adds City, State, and ZIP columns to the Leads section when data is present.
- CHAT-17425 — Displays Company Key alongside Company Name to resolve duplicate name conflicts.
- CHAT-17426 — Enables operator access to preview/download attachments in legacy dashboard.
- CHAT-17454 — Fixes company search functionality in the apextest 1 environment.
- CHAT-17462 — Defaults 'Login Enabled' flag to true for all new accounts.
- CHAT-17463 — Defaults 'Add search engine to lead' flag to true for all new accounts.
- CHAT-17470 — Proposed 'Operator Enabled' column (currently on hold).
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now preview and download these attachments from both live and historic chat logs.
SQA Automation and Provisioning
To streamline testing, the system tracks user job titles. Users with the 'SQA' title trigger an automatic 'Test Company' flag upon creation, with administrative tools provided for bulk-deleting associated invoices. Additionally, new accounts are now automatically provisioned with 'Login Enabled' and 'Add Search Engine to Lead' flags enabled by default.
Admin Portal Enhancements
- Company Grid: Internal users can now utilize an 'Account Type' column to filter by offerings (e.g., Live Agents, Operators, Virtual Assistant, AI Chatbot).
- Lead Reporting: The Leads section now dynamically displays City, State, and ZIP code columns if data is available for the account.
- Organization Selection: To resolve ambiguity with duplicate company names, the system now displays the unique Company Key alongside the Company Name for internal users, partners, and delegates.
Checklist v2 Enhancements
- Note & Special Instructions: Input field expanded to full width.
- Dashboard Layout: Tooltips removed; pointer spacing increased for readability.
- Accessibility: Improved responsiveness for browser zoom operations.
Ticket coverage
- CHAT-16334 — Implements multi-language support, full-site crawling, and file attachment support.
- CHAT-16349 — Introduces 'SQA' job title role for 'Test Company' flagging and invoice deletion.
- CHAT-16354 — Refines Checklist v2 UI (field width and zoom issues).
- CHAT-16355 — Updates Checklist v2 dashboard (removes tooltips, adjusts spacing).
- CHAT-17388 — Adds 'Account Type' filterable column to the legacy admin company grid.
- CHAT-17403 — Adds City, State, and ZIP columns to the Leads section when data is present.
- CHAT-17425 — Displays Company Key alongside Company Name to resolve duplicate name conflicts.
- CHAT-17426 — Enables operator access to preview/download attachments in legacy dashboard.
- CHAT-17454 — Fixes company search functionality in the apextest 1 environment.
- CHAT-17462 — Defaults 'Login Enabled' flag to true for all new accounts.
- CHAT-17463 — Defaults 'Add search engine to lead' flag to true for all new accounts.
- CHAT-17470 — Proposed 'Operator Enabled' column (currently on hold).
QuickBooks Invoice Synchronization for Legacy Accounts
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The fix assumes that the 'Object Not Found' error was primarily caused by the system attempting to map data to entities that were deactivated in the QuickBooks instance.
- The environment configuration (e.g., correct QuickBooks account mapping) is a prerequisite for successful synchronization.
graph LR
A[User Triggers Sync] --> B{Validate Entities}
B -- Inactive Entity Found --> C[Sync Blocked / Error]
B -- All Entities Active --> D[Sync Invoice to QuickBooks]
D --> E[Sync Complete]
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Overview
This feature ensures seamless synchronization of invoices between the application and QuickBooks, specifically addressing compatibility issues for legacy accounts. It resolves validation errors that previously occurred when the system attempted to reference inactive entities (such as customers, items, or accounts) within the QuickBooks environment.
User Flow
- The user navigates to the Invoices module.
- The user selects an invoice associated with a legacy account.
- The user triggers the 'Sync with QuickBooks' action.
- The system validates the invoice data against the connected QuickBooks account.
- The system successfully pushes the invoice data to QuickBooks, ensuring all referenced entities are active and valid.
Business Rules and Error Handling
- Validation Logic: The system performs a pre-sync check to ensure that all linked entities (customers, items, vendors, or employees) are currently active in QuickBooks.
- Error Handling: If an entity is marked as 'inactive' in QuickBooks, the system prevents the sync to avoid 'Object Not Found' exceptions. Users must ensure that all relevant records are active in QuickBooks before attempting a sync for older accounts.
Ticket coverage
- CHAT-16314 — Resolves a 'Validation Exception' error that occurred during QuickBooks synchronization for older accounts by ensuring the system correctly handles inactive entity references.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature ensures seamless synchronization of invoices between the application and QuickBooks, specifically addressing compatibility issues for legacy accounts. It resolves validation errors that previously occurred when the system attempted to reference inactive entities (such as customers, items, or accounts) within the QuickBooks environment.
User Flow
- The user navigates to the Invoices module.
- The user selects an invoice associated with a legacy account.
- The user triggers the 'Sync with QuickBooks' action.
- The system validates the invoice data against the connected QuickBooks account.
- The system successfully pushes the invoice data to QuickBooks, ensuring all referenced entities are active and valid.
Business Rules and Error Handling
- Validation Logic: The system performs a pre-sync check to ensure that all linked entities (customers, items, vendors, or employees) are currently active in QuickBooks.
- Error Handling: If an entity is marked as 'inactive' in QuickBooks, the system prevents the sync to avoid 'Object Not Found' exceptions. Users must ensure that all relevant records are active in QuickBooks before attempting a sync for older accounts.
Ticket coverage
- CHAT-16314 — Resolves a 'Validation Exception' error that occurred during QuickBooks synchronization for older accounts by ensuring the system correctly handles inactive entity references.
AI Chatbot Response Customization and Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'FT QT' mentioned in CHAT-16407 refers to a specific 'First Time Question' or 'Form Template' component used for data collection.
- The fix for CHAT-16386 implies a backend state synchronization issue between the deleted/enabled bot status and the visitor session handler.
- The 30-character limit is enforced on both the client-side UI and server-side validation.
graph LR
A[Admin Configures Bot] --> B{Input Name}
B -->|Exceeds 30 Chars| C[Show Error Message]
B -->|Valid Name| D[Save Bot]
D --> E[Visitor Interacts]
E --> F[Display Manual Q&A]
F --> G[Render Dynamic Fields]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
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Overview
The AI Chatbot Response Customization feature allows administrators to configure and refine the behavior and presentation of the AI-driven chat interface. This includes managing manual question-answer pairs, defining chatbot identity, and ensuring consistent UI rendering for visitor interactions.
Configuration and Behavior
Manual Question-Answer Pairs
When administrators manually add questions to the AI knowledge base, the system now presents the answer directly to the visitor. The previously redundant "Answer: " prefix has been removed to ensure a cleaner, more conversational output. Additionally, the UI for these questions has been updated to ensure the question mark symbol is perfectly center-aligned with the text, improving visual consistency.
Chatbot Identity
To maintain UI integrity and prevent database or display errors, the chatbot name field is strictly limited to 30 characters. If a user attempts to save a name exceeding this limit, the system triggers a validation error: "Bot name must not exceed 30 characters."
Visitor Interaction Flow
When a visitor interacts with the chatbot, the system is designed to handle dynamic fields (such as Region and Address) via the text editor area. The system ensures that these fields are correctly rendered on the visitor's end to prevent interaction stalls.
Ticket coverage
- CHAT-16367 — Removes the redundant "Answer: " prefix from manually added AI responses to improve readability.
- CHAT-16368 — Corrects the alignment of the question mark symbol to ensure it is centered relative to the question text.
- CHAT-16386 — Addresses a critical bug where visitors experience a hang in the response flow if an AI bot is deleted and re-enabled.
- CHAT-16407 — Confirms that the text editor for Region and Address fields is functioning correctly for visitors, resolving previous display issues.
- CHAT-16412 — Implements a 30-character limit on the chatbot name field and adds a mandatory error message for validation failures.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Response Customization feature allows administrators to configure and refine the behavior and presentation of the AI-driven chat interface. This includes managing manual question-answer pairs, defining chatbot identity, and ensuring consistent UI rendering for visitor interactions.
Configuration and Behavior
Manual Question-Answer Pairs
When administrators manually add questions to the AI knowledge base, the system now presents the answer directly to the visitor. The previously redundant "Answer: " prefix has been removed to ensure a cleaner, more conversational output. Additionally, the UI for these questions has been updated to ensure the question mark symbol is perfectly center-aligned with the text, improving visual consistency.
Chatbot Identity
To maintain UI integrity and prevent database or display errors, the chatbot name field is strictly limited to 30 characters. If a user attempts to save a name exceeding this limit, the system triggers a validation error: "Bot name must not exceed 30 characters."
Visitor Interaction Flow
When a visitor interacts with the chatbot, the system is designed to handle dynamic fields (such as Region and Address) via the text editor area. The system ensures that these fields are correctly rendered on the visitor's end to prevent interaction stalls.
Ticket coverage
- CHAT-16367 — Removes the redundant "Answer: " prefix from manually added AI responses to improve readability.
- CHAT-16368 — Corrects the alignment of the question mark symbol to ensure it is centered relative to the question text.
- CHAT-16386 — Addresses a critical bug where visitors experience a hang in the response flow if an AI bot is deleted and re-enabled.
- CHAT-16407 — Confirms that the text editor for Region and Address fields is functioning correctly for visitors, resolving previous display issues.
- CHAT-16412 — Implements a 30-character limit on the chatbot name field and adds a mandatory error message for validation failures.
AI Chatbot Script Flow Management
▶ 4 earlier versions
▶ 2 assumptions
Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
Core Functionality
Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign actions to these nodes. The system supports complex consent workflows, including 'Accept', 'Reject', and 'Change' choices.
Question Type Configuration
- Multiple Choice: Enforces single-selection logic.
- All That Apply (ATA): Features a dedicated submission button to prevent submission conflicts.
- Full Text: Supports long-form input with character validation and sanitization. Note: UI distortion issues when AI bot is enabled have been resolved.
- Pre-chat Forms: Supports multiple agent scripts; display priority is given to the first script if multiple types are combined.
Script Management & Automation
- Template Association: Users can manage host associations via a 'Select All' option in the association tabs for both new and existing templates.
- Copy/Duplicate: A 'Duplicate' option is available in the top menu bar for statements and folders. Duplicated items appear beneath the original and can be moved. If a name conflict occurs, the system prompts the user to update the name.
- Script Upload: Users can import scripts via MS document format. The system handles missing or unrecognized question types by defaulting them to 'NONE'. If an imported script title matches an existing vertical, the content is appended to that vertical.
Language and Vertical Management
- Language Validation: Scripts and verticals are associated with specific language IDs. The system saves verticals based on the language ID assigned to the script. Mismatched IDs result in the vertical being saved to the script matching that ID.
Session & Greeting Management
- Greeting Logic: Displays the configured greeting when a new chat session starts within the same DOM.
- Idle Handling: Maintains conversation state; visitors resume from the last message rather than resending history.
Business Rules & Constraints
- Validation: Full Text inputs are sanitized and character-limited.
- UI Consistency: The 'Delete' action maintains a fixed position.
- Data Integrity: ScriptVisitorResponse data is sanitized/encoded before database storage.
- Language Matching: Vertical assignment is dependent on the language ID metadata; mismatched IDs are considered expected system behavior.
Ticket coverage
- CHAT-16370 — Ensures the Consent QR correctly displays 'Accept, Reject & Change' choices.
- CHAT-16371 — Enables adding actions to previously unsupported Question Types.
- CHAT-16378 — Resolves UI inconsistencies where 'Update' labels replaced 'Send' buttons.
- CHAT-16379 — Restricts Multiple Choice Question Types to single-selection logic.
- CHAT-16380 — Implements a dedicated submit button for 'All That Apply' (ATA) types.
- CHAT-16410 — Addresses system stability in Full Text messages via character limits.
- CHAT-16411 — Fixes UI alignment of the scriptbot delete button.
- CHAT-16869 — Won't Fix: Text-type QRs with multiple fields will continue to send responses per field.
- CHAT-16880 — Ensures chatbot greeting displays correctly on new sessions within the same DOM.
- CHAT-16886 — Fixes idle chat behavior to prevent redundant message resending.
- CHAT-16921 — Clarifies that pre-chat forms prioritize the first script message if multiple types are associated.
- CHAT-16936 — Resolves issues preventing modification of verticals in company scripts.
- CHAT-16937 — Implements sanitization for ScriptVisitorResponse data.
- CHAT-17049 — Won't Fix: Confirms verticals are saved based on language ID metadata.
- CHAT-17050 — Won't Fix: Confirms no validation errors for mismatched language IDs.
- CHAT-17451 — Adds 'SELECT ALL' option for host associations in script templates.
- CHAT-17452 — Adds 'COPY/DUPLICATE' functionality for statements and folders.
- CHAT-17453 — Enables script document upload with automated folder/statement creation and vertical appending.
- CHAT-17447 — Fixes Full Text question type distortion when AI bot is enabled.
Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
Core Functionality
Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types (e.g., Text, Calendar, Appointment Scheduler) and assign actions to these nodes. The system supports complex consent workflows, including 'Accept', 'Reject', and 'Change' choices.
Question Type Configuration
- Multiple Choice: Enforces single-selection logic.
- All That Apply (ATA): Features a dedicated submission button to prevent submission conflicts.
- Full Text: Supports long-form input with character validation and sanitization to prevent database injection and flow breakage.
- Pre-chat Forms: Supports multiple agent scripts; note that display priority is given to the first script if multiple types (plain text vs. QT) are combined.
Language and Vertical Management
- Language Validation: Scripts and verticals are associated with specific language IDs (e.g., 'eng', 'spa'). The system saves verticals based on the language ID assigned to the script. If a vertical is assigned an incorrect language ID, it will be saved to the script matching that ID rather than the intended language script.
Session & Greeting Management
- Greeting Logic: The system ensures the chatbot's configured greeting message is displayed when a new chat session starts within the same DOM.
- Idle Handling: The system maintains conversation state; if a visitor idles, the chat resumes from the last message rather than resending the entire history.
Business Rules & Constraints
- Validation: Full Text inputs are sanitized and character-limited.
- UI Consistency: The 'Delete' action maintains a fixed position regardless of label length.
- Data Integrity: ScriptVisitorResponse data is sanitized/encoded before database storage to prevent lead-sending failures.
- Language Matching: Vertical assignment is dependent on the language ID metadata. Mismatched language IDs (e.g., assigning a Spanish-text vertical with an 'eng' ID) will result in the vertical being saved to the English script. This is considered expected system behavior.
Ticket coverage
- CHAT-16370 — Ensures the Consent QR correctly displays 'Accept, Reject & Change' choices.
- CHAT-16371 — Enables adding actions to previously unsupported Question Types.
- CHAT-16378 — Resolves UI inconsistencies where 'Update' labels replaced 'Send' buttons.
- CHAT-16379 — Restricts Multiple Choice Question Types to single-selection logic.
- CHAT-16380 — Implements a dedicated submit button for 'All That Apply' (ATA) types.
- CHAT-16410 — Addresses system stability in Full Text messages via character limits.
- CHAT-16411 — Fixes UI alignment of the scriptbot delete button.
- CHAT-16869 — Won't Fix: Text-type QRs with multiple fields will continue to send responses per field.
- CHAT-16880 — Ensures chatbot greeting displays correctly on new sessions within the same DOM.
- CHAT-16886 — Fixes idle chat behavior to prevent redundant message resending.
- CHAT-16921 — Clarifies that pre-chat forms prioritize the first script message if multiple types are associated.
- CHAT-16936 — Resolves issues preventing modification of verticals in company scripts.
- CHAT-16937 — Implements sanitization for ScriptVisitorResponse data to ensure successful lead transmission.
- CHAT-17049 — Won't Fix: Confirms that verticals are saved based on language ID metadata rather than content language; mismatched IDs result in cross-script saving.
- CHAT-17050 — Won't Fix: Confirms that the system does not trigger validation errors when a vertical's language ID does not match the target script's language, as this is expected behavior.
Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
Core Functionality
Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types (e.g., Text, Calendar, Appointment Scheduler) and assign actions to these nodes. The system supports complex consent workflows, including 'Accept', 'Reject', and 'Change' choices.
Question Type Configuration
- Multiple Choice: Enforces single-selection logic.
- All That Apply (ATA): Features a dedicated submission button to prevent submission conflicts.
- Full Text: Supports long-form input with character validation and sanitization to prevent database injection and flow breakage.
- Pre-chat Forms: Supports multiple agent scripts; note that display priority is given to the first script if multiple types (plain text vs. QT) are combined.
Session & Greeting Management
- Greeting Logic: The system ensures the chatbot's configured greeting message is displayed when a new chat session starts within the same DOM.
- Idle Handling: The system maintains conversation state; if a visitor idles, the chat resumes from the last message rather than resending the entire history.
Business Rules & Constraints
- Validation: Full Text inputs are sanitized and character-limited.
- UI Consistency: The 'Delete' action maintains a fixed position regardless of label length.
- Data Integrity: ScriptVisitorResponse data is sanitized/encoded before database storage to prevent lead-sending failures.
Ticket coverage
- CHAT-16370 — Ensures the Consent QR correctly displays 'Accept, Reject & Change' choices.
- CHAT-16371 — Enables adding actions to previously unsupported Question Types.
- CHAT-16378 — Resolves UI inconsistencies where 'Update' labels replaced 'Send' buttons.
- CHAT-16379 — Restricts Multiple Choice Question Types to single-selection logic.
- CHAT-16380 — Implements a dedicated submit button for 'All That Apply' (ATA) types.
- CHAT-16410 — Addresses system stability in Full Text messages via character limits.
- CHAT-16411 — Fixes UI alignment of the scriptbot delete button.
- CHAT-16869 — Won't Fix: Text-type QRs with multiple fields will continue to send responses per field.
- CHAT-16880 — Ensures chatbot greeting displays correctly on new sessions within the same DOM.
- CHAT-16886 — Fixes idle chat behavior to prevent redundant message resending.
- CHAT-16921 — Clarifies that pre-chat forms prioritize the first script message if multiple types are associated.
- CHAT-16936 — Resolves issues preventing modification of verticals in company scripts.
- CHAT-16937 — Implements sanitization for ScriptVisitorResponse data to ensure successful lead transmission.
Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
Core Functionality
Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types (e.g., Text, Calendar, Appointment Scheduler) and assign actions to these nodes. The system supports complex consent workflows, allowing users to configure 'Accept', 'Reject', and 'Change' choices directly within the diagram.
Question Type Configuration
- Multiple Choice: Enforces single-selection logic to ensure accurate data collection.
- All That Apply (ATA): Features a dedicated submission button separate from the general AI message trigger, preventing submission conflicts.
- Full Text: Supports long-form input with character validation to maintain system stability.
Business Rules & Constraints
- Validation: Full Text question types are subject to character limits to prevent flow breakage.
- UI Consistency: The 'Delete' action for scriptbots maintains a fixed position regardless of the scriptbot name length to ensure a predictable user experience.
- Submission Logic: ATA question types require a distinct UI element for submission to differentiate them from standard AI-prompted messages.
Ticket coverage
- CHAT-16370 — Ensures the Consent QR correctly displays 'Accept, Reject & Change' choices within the Script Flow Diagram.
- CHAT-16371 — Enables the ability to add actions to previously unsupported Question Types, including Text, Time, Calendar, and Appointment Scheduler.
- CHAT-16378 — Resolves UI inconsistencies where 'Update' labels incorrectly replaced 'Send' buttons in Question Types.
- CHAT-16379 — Restricts Multiple Choice Question Types to single-selection logic.
- CHAT-16380 — Implements a dedicated submit button for 'All That Apply' (ATA) question types to prevent conflicts with AI message submission.
- CHAT-16410 — Addresses system stability issues in Full Text messages by investigating character limits and special character handling.
- CHAT-16411 — Fixes the UI alignment of the scriptbot delete button to remain static regardless of the scriptbot name length.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The fix for CHAT-17699 applies to all question types that utilize the duplicate functionality.
- The fix does not impact the underlying logic of the actions themselves, only their visual rendering upon duplication.
graph LR
A[Start Flow Design] --> B[Select Question Type]
B --> C{Configure Actions}
C --> D[Define Consent/Choices]
D --> E[Validate & Sanitize Input]
E --> F[Assign Language/Vertical]
F --> G[Save Flow/Store Response]
G --> H[Optional: Duplicate/Upload Script]
H --> I[Verify Action Integrity]
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Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
Core Functionality
Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign actions to these nodes. The system supports complex consent workflows, including 'Accept', 'Reject', and 'Change' choices.
Question Type Configuration
- Multiple Choice: Enforces single-selection logic.
- All That Apply (ATA): Features a dedicated submission button to prevent submission conflicts.
- Full Text: Supports long-form input with character validation and sanitization. UI distortion issues when AI bot is enabled have been resolved.
- Pre-chat Forms: Supports multiple agent scripts; display priority is given to the first script if multiple types are combined.
Script Management & Automation
- Template Association: Users can manage host associations via a 'Select All' option in the association tabs for both new and existing templates.
- Copy/Duplicate: A 'Duplicate' option is available in the top menu bar for statements and folders. Duplicated items appear beneath the original and can be moved. If a name conflict occurs, the system prompts the user to update the name. The system ensures that duplicate option-based questions do not incorrectly display multiple actions.
- Script Upload: Users can import scripts via MS document format. The system handles missing or unrecognized question types by defaulting them to 'NONE'. If an imported script title matches an existing vertical, the content is appended to that vertical.
Language and Vertical Management
- Language Validation: Scripts and verticals are associated with specific language IDs. The system saves verticals based on the language ID assigned to the script. Mismatched IDs result in the vertical being saved to the script matching that ID.
Session & Greeting Management
- Greeting Logic: Displays the configured greeting when a new chat session starts within the same DOM.
- Idle Handling: Maintains conversation state; visitors resume from the last message rather than resending history.
Business Rules & Constraints
- Validation: Full Text inputs are sanitized and character-limited.
- UI Consistency: The 'Delete' action maintains a fixed position.
- Data Integrity: ScriptVisitorResponse data is sanitized/encoded before database storage.
- Language Matching: Vertical assignment is dependent on the language ID metadata; mismatched IDs are considered expected system behavior.
Ticket coverage
- CHAT-16370 — Ensures the Consent QR correctly displays 'Accept, Reject & Change' choices.
- CHAT-16371 — Enables adding actions to previously unsupported Question Types.
- CHAT-16378 — Resolves UI inconsistencies where 'Update' labels replaced 'Send' buttons.
- CHAT-16379 — Restricts Multiple Choice Question Types to single-selection logic.
- CHAT-16380 — Implements a dedicated submit button for 'All That Apply' (ATA) types.
- CHAT-16410 — Addresses system stability in Full Text messages via character limits.
- CHAT-16411 — Fixes UI alignment of the scriptbot delete button.
- CHAT-16869 — Won't Fix: Text-type QRs with multiple fields will continue to send responses per field.
- CHAT-16880 — Ensures chatbot greeting displays correctly on new sessions within the same DOM.
- CHAT-16886 — Fixes idle chat behavior to prevent redundant message resending.
- CHAT-16921 — Clarifies that pre-chat forms prioritize the first script message if multiple types are associated.
- CHAT-16936 — Resolves issues preventing modification of verticals in company scripts.
- CHAT-16937 — Implements sanitization for ScriptVisitorResponse data.
- CHAT-17049 — Won't Fix: Confirms verticals are saved based on language ID metadata.
- CHAT-17050 — Won't Fix: Confirms no validation errors for mismatched language IDs.
- CHAT-17451 — Adds 'SELECT ALL' option for host associations in script templates.
- CHAT-17452 — Adds 'COPY/DUPLICATE' functionality for statements and folders.
- CHAT-17453 — Enables script document upload with automated folder/statement creation and vertical appending.
- CHAT-17447 — Fixes Full Text question type distortion when AI bot is enabled.
- CHAT-17699 — Fixes a bug where duplicate option-based questions incorrectly displayed multiple actions.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
Core Functionality
Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign actions to these nodes. The system supports complex consent workflows, including 'Accept', 'Reject', and 'Change' choices.
Question Type Configuration
- Multiple Choice: Enforces single-selection logic.
- All That Apply (ATA): Features a dedicated submission button to prevent submission conflicts.
- Full Text: Supports long-form input with character validation and sanitization. UI distortion issues when AI bot is enabled have been resolved.
- Pre-chat Forms: Supports multiple agent scripts; display priority is given to the first script if multiple types are combined.
Script Management & Automation
- Template Association: Users can manage host associations via a 'Select All' option in the association tabs for both new and existing templates.
- Copy/Duplicate: A 'Duplicate' option is available in the top menu bar for statements and folders. Duplicated items appear beneath the original and can be moved. If a name conflict occurs, the system prompts the user to update the name. The system ensures that duplicate option-based questions do not incorrectly display multiple actions.
- Script Upload: Users can import scripts via MS document format. The system handles missing or unrecognized question types by defaulting them to 'NONE'. If an imported script title matches an existing vertical, the content is appended to that vertical.
Language and Vertical Management
- Language Validation: Scripts and verticals are associated with specific language IDs. The system saves verticals based on the language ID assigned to the script. Mismatched IDs result in the vertical being saved to the script matching that ID.
Session & Greeting Management
- Greeting Logic: Displays the configured greeting when a new chat session starts within the same DOM.
- Idle Handling: Maintains conversation state; visitors resume from the last message rather than resending history.
Business Rules & Constraints
- Validation: Full Text inputs are sanitized and character-limited.
- UI Consistency: The 'Delete' action maintains a fixed position.
- Data Integrity: ScriptVisitorResponse data is sanitized/encoded before database storage.
- Language Matching: Vertical assignment is dependent on the language ID metadata; mismatched IDs are considered expected system behavior.
Ticket coverage
- CHAT-16370 — Ensures the Consent QR correctly displays 'Accept, Reject & Change' choices.
- CHAT-16371 — Enables adding actions to previously unsupported Question Types.
- CHAT-16378 — Resolves UI inconsistencies where 'Update' labels replaced 'Send' buttons.
- CHAT-16379 — Restricts Multiple Choice Question Types to single-selection logic.
- CHAT-16380 — Implements a dedicated submit button for 'All That Apply' (ATA) types.
- CHAT-16410 — Addresses system stability in Full Text messages via character limits.
- CHAT-16411 — Fixes UI alignment of the scriptbot delete button.
- CHAT-16869 — Won't Fix: Text-type QRs with multiple fields will continue to send responses per field.
- CHAT-16880 — Ensures chatbot greeting displays correctly on new sessions within the same DOM.
- CHAT-16886 — Fixes idle chat behavior to prevent redundant message resending.
- CHAT-16921 — Clarifies that pre-chat forms prioritize the first script message if multiple types are associated.
- CHAT-16936 — Resolves issues preventing modification of verticals in company scripts.
- CHAT-16937 — Implements sanitization for ScriptVisitorResponse data.
- CHAT-17049 — Won't Fix: Confirms verticals are saved based on language ID metadata.
- CHAT-17050 — Won't Fix: Confirms no validation errors for mismatched language IDs.
- CHAT-17451 — Adds 'SELECT ALL' option for host associations in script templates.
- CHAT-17452 — Adds 'COPY/DUPLICATE' functionality for statements and folders.
- CHAT-17453 — Enables script document upload with automated folder/statement creation and vertical appending.
- CHAT-17447 — Fixes Full Text question type distortion when AI bot is enabled.
- CHAT-17699 — Fixes a bug where duplicate option-based questions incorrectly displayed multiple actions.
AI Chatbot File Upload Validation
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 2MB limit is a global constraint for all file types supported by the AI chatbot training module.
- The validation error message is a standard UI component that appears in the same location regardless of whether it is the first or subsequent upload attempt.
graph LR
A[User selects file] --> B{File size > 2MB?}
B -- Yes --> C[Display validation error]
B -- No --> D[Proceed with upload]
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Overview
The AI Chatbot training module enforces strict file size limitations to ensure system stability and processing efficiency. This documentation covers the validation logic applied during the file upload process, specifically addressing behavior when users attempt to re-upload files that exceed the defined size threshold.
File Upload Validation Rules
- Maximum File Size: All files uploaded for chatbot training must be 2MB or smaller.
- Re-upload Behavior: The system performs a validation check on every upload attempt, including subsequent attempts to upload the same file. If a file exceeds the 2MB limit, the system triggers a validation error message to inform the user that the upload cannot proceed.
User Flow
- The user navigates to the AI Chatbot training/upload interface.
- The user selects a file for upload.
- The system checks the file size against the 2MB limit.
- If the file size is > 2MB, the system displays a validation error message.
- If the user attempts to re-upload the same file (or any file > 2MB), the system repeats the validation check and displays the error message consistently.
Ticket coverage
- CHAT-16369 — Fixes a bug where the system failed to display a validation error message when a user attempted to re-upload a file exceeding the 2MB size limit.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot training module enforces strict file size limitations to ensure system stability and processing efficiency. This documentation covers the validation logic applied during the file upload process, specifically addressing behavior when users attempt to re-upload files that exceed the defined size threshold.
File Upload Validation Rules
- Maximum File Size: All files uploaded for chatbot training must be 2MB or smaller.
- Re-upload Behavior: The system performs a validation check on every upload attempt, including subsequent attempts to upload the same file. If a file exceeds the 2MB limit, the system triggers a validation error message to inform the user that the upload cannot proceed.
User Flow
- The user navigates to the AI Chatbot training/upload interface.
- The user selects a file for upload.
- The system checks the file size against the 2MB limit.
- If the file size is > 2MB, the system displays a validation error message.
- If the user attempts to re-upload the same file (or any file > 2MB), the system repeats the validation check and displays the error message consistently.
Ticket coverage
- CHAT-16369 — Fixes a bug where the system failed to display a validation error message when a user attempted to re-upload a file exceeding the 2MB size limit.
Appointment Scheduler Nylas Integration
▶ 1 earlier version
▶ 3 assumptions
Overview
The Appointment Scheduler integrated with Nylas enables seamless calendar synchronization between visitors and sales representatives. This feature allows visitors to book meetings directly through a chat interface, ensuring that scheduled events are accurately reflected in both the visitor's and the representative's calendars.
User Flow
- Initiation: The visitor triggers the Appointment Scheduling modal popup within the chat interface.
- Selection: The visitor selects a preferred time slot for the meeting.
- Verification: The sales representative completes the OAuth authorization process (Sign in with Google) to link their calendar.
- Confirmation: Upon successful scheduling, the appointment is automatically pushed to the calendar, ensuring visibility for the visitor.
Business Rules and Constraints
- Modal Functionality: The scheduling interface must be accessed via a functional modal popup. Failure to trigger this modal prevents the scheduling flow from initiating.
- OAuth Authorization: Sales representatives must authorize their Google accounts via OAuth. In development/test environments, users may encounter "This App is blocked" errors if the Google App is not fully verified; this is a known limitation of test-environment apps and does not affect production-verified applications.
- Calendar Sync: Once a meeting is confirmed, the system must ensure the event is rendered correctly in the visitor's calendar view.
Ticket coverage
- CHAT-16432 — Resolves an issue where scheduled meetings failed to display in the visitor's calendar, ensuring synchronization consistency.
- CHAT-16435 — Addresses OAuth authorization challenges for sales representatives; clarifies that "App blocked" errors are specific to unverified test environments.
- CHAT-16436 — Fixes a critical defect where the appointment scheduling modal popup failed to open, restoring the primary entry point for the feature.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Unique link' field mentioned in CHAT-16561 refers to the URL slug for the scheduling page.
- The validation error in CHAT-16561 is intended behavior for V3 to ensure URL consistency.
- The fix for CHAT-16559 is stable and deployed to the production environment.
graph LR
A[Admin Creates Page] --> B[Visitor Opens Modal]
B --> C[Select Time Slot]
C --> D[System Syncs via Nylas]
D --> E[Meeting Displayed in Calendar]
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Overview
The Appointment Scheduler integrated with Nylas enables seamless calendar synchronization between visitors and sales representatives. This feature allows visitors to book meetings directly through a chat interface, ensuring that scheduled events are accurately reflected in both the visitor's and the representative's calendars. Administrators can manage multiple scheduling pages to organize different meeting types.
User Flow
- Configuration: The administrator creates a new scheduling page via the Appointment tab.
- Initiation: The visitor triggers the Appointment Scheduling modal popup within the chat interface.
- Selection: The visitor selects a preferred time slot for the meeting.
- Verification: The sales representative completes the OAuth authorization process (Sign in with Google) to link their calendar.
- Confirmation: Upon successful scheduling, the appointment is automatically pushed to the calendar, ensuring visibility for the visitor.
Business Rules and Constraints
- Modal Functionality: The scheduling interface must be accessed via a functional modal popup. Failure to trigger this modal prevents the scheduling flow from initiating.
- OAuth Authorization: Sales representatives must authorize their Google accounts via OAuth. In development/test environments, users may encounter "This App is blocked" errors if the Google App is not fully verified; this is a known limitation of test-environment apps and does not affect production-verified applications.
- Calendar Sync: Once a meeting is confirmed, the system must ensure the event is rendered correctly in the visitor's calendar view.
- Page Management: Administrators can add new scheduling pages. When defining a unique link (slug) for a page, only alphanumeric characters and hyphens are permitted; special characters or full URLs will trigger a validation error.
Ticket coverage
- CHAT-16432 — Resolves an issue where scheduled meetings failed to display in the visitor's calendar, ensuring synchronization consistency.
- CHAT-16435 — Addresses OAuth authorization challenges for sales representatives; clarifies that "App blocked" errors are specific to unverified test environments.
- CHAT-16436 — Fixes a critical defect where the appointment scheduling modal popup failed to open, restoring the primary entry point for the feature.
- CHAT-16559 — Resolves a defect preventing the successful creation and saving of new Nylas scheduling pages.
- CHAT-16561 — Clarifies validation constraints for page slugs; enforces that only letters, numbers, and hyphens are allowed in the unique link field to prevent save errors.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler integrated with Nylas enables seamless calendar synchronization between visitors and sales representatives. This feature allows visitors to book meetings directly through a chat interface, ensuring that scheduled events are accurately reflected in both the visitor's and the representative's calendars. Administrators can manage multiple scheduling pages to organize different meeting types.
User Flow
- Configuration: The administrator creates a new scheduling page via the Appointment tab.
- Initiation: The visitor triggers the Appointment Scheduling modal popup within the chat interface.
- Selection: The visitor selects a preferred time slot for the meeting.
- Verification: The sales representative completes the OAuth authorization process (Sign in with Google) to link their calendar.
- Confirmation: Upon successful scheduling, the appointment is automatically pushed to the calendar, ensuring visibility for the visitor.
Business Rules and Constraints
- Modal Functionality: The scheduling interface must be accessed via a functional modal popup. Failure to trigger this modal prevents the scheduling flow from initiating.
- OAuth Authorization: Sales representatives must authorize their Google accounts via OAuth. In development/test environments, users may encounter "This App is blocked" errors if the Google App is not fully verified; this is a known limitation of test-environment apps and does not affect production-verified applications.
- Calendar Sync: Once a meeting is confirmed, the system must ensure the event is rendered correctly in the visitor's calendar view.
- Page Management: Administrators can add new scheduling pages. When defining a unique link (slug) for a page, only alphanumeric characters and hyphens are permitted; special characters or full URLs will trigger a validation error.
Ticket coverage
- CHAT-16432 — Resolves an issue where scheduled meetings failed to display in the visitor's calendar, ensuring synchronization consistency.
- CHAT-16435 — Addresses OAuth authorization challenges for sales representatives; clarifies that "App blocked" errors are specific to unverified test environments.
- CHAT-16436 — Fixes a critical defect where the appointment scheduling modal popup failed to open, restoring the primary entry point for the feature.
- CHAT-16559 — Resolves a defect preventing the successful creation and saving of new Nylas scheduling pages.
- CHAT-16561 — Clarifies validation constraints for page slugs; enforces that only letters, numbers, and hyphens are allowed in the unique link field to prevent save errors.
Voice Dashboard Provisioning Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- It is assumed that the 'Voice tab' is located within a company-level settings module.
- It is assumed that 'Tier Pricing' requires additional input fields that were previously failing to save.
- It is assumed that the address field is a mandatory requirement for voice service provisioning.
graph LR
A[Enable Voice] --> B[Select Pricing Model]
B --> C[Enter Address Details]
C --> D[Click Save]
D --> E{Validation Check}
E -->|Success| F[Data Persisted]
E -->|Error| C
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No manual edit history yet.
Overview
The Voice Dashboard Provisioning feature allows administrators to configure voice services for a company, including the selection of pricing models and the entry of required address information. This documentation covers the resolution of data persistence issues and input validation errors encountered during the provisioning process.
User Flow
- Navigate to the Voice tab within the company settings.
- Enable the Voice feature.
- Select the desired pricing model: 'Tier Pricing' or 'Per Minute Pricing'.
- Enter the required address details in the designated address field.
- Click the 'Save' button to commit the configuration.
Business Rules and Constraints
- Pricing Persistence: The system must strictly adhere to the user's selected pricing model. If 'Per Minute Pricing' is selected, the system must not automatically revert to 'Tier Pricing' upon saving.
- Data Integrity: All fields, including the address field and pricing tier inputs, must retain their values after the initial save operation. Users are no longer required to re-enter data due to form clearing errors.
- Error Handling: The system must validate inputs without triggering false-positive red error states or clearing fields unexpectedly.
Ticket coverage
- CHAT-16364 — Resolves a critical bug where input values entered in the Voice tab provisioning form failed to persist after saving.
- CHAT-16383 — Fixes data loss issues in the Address field and corrects logic errors where the system incorrectly defaulted to Tier Pricing or cleared pricing inputs upon saving.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice Dashboard Provisioning feature allows administrators to configure voice services for a company, including the selection of pricing models and the entry of required address information. This documentation covers the resolution of data persistence issues and input validation errors encountered during the provisioning process.
User Flow
- Navigate to the Voice tab within the company settings.
- Enable the Voice feature.
- Select the desired pricing model: 'Tier Pricing' or 'Per Minute Pricing'.
- Enter the required address details in the designated address field.
- Click the 'Save' button to commit the configuration.
Business Rules and Constraints
- Pricing Persistence: The system must strictly adhere to the user's selected pricing model. If 'Per Minute Pricing' is selected, the system must not automatically revert to 'Tier Pricing' upon saving.
- Data Integrity: All fields, including the address field and pricing tier inputs, must retain their values after the initial save operation. Users are no longer required to re-enter data due to form clearing errors.
- Error Handling: The system must validate inputs without triggering false-positive red error states or clearing fields unexpectedly.
Ticket coverage
- CHAT-16364 — Resolves a critical bug where input values entered in the Voice tab provisioning form failed to persist after saving.
- CHAT-16383 — Fixes data loss issues in the Address field and corrects logic errors where the system incorrectly defaulted to Tier Pricing or cleared pricing inputs upon saving.
Provisioning and Onboarding Tools
▶ 6 earlier versions
▶ 2 assumptions
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments, NYLAS V3 page configurations, and payment method details. Recent updates ensure that company key generation is robust, database schemas are synchronized, and UI interactions during the provisioning process are stable.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors. The 'Save' confirmation popup, which appears when no package is selected, is now fully interactive and remains enabled during user interaction.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags. Frontend logic handles cases where voice data is missing.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are displayed in a dedicated section.
- NYLAS V3 Integration: Users can assign a Provisioning Sales Representative and configure specific Provisioning Pages.
- Company Key & Name Validation: Strict validation prevents invalid company records. The system now supports company names containing special characters, ensuring users can be successfully added to these companies.
- Payment Validation: Supports 4-digit CVV codes for American Express cards.
- Database Integrity: Schema synchronization ensures that environment-specific columns (e.g., 'ChatbarBorderStyle') are correctly handled.
- Account Deactivation: The system utilizes a Hangfire background job to send deactivation emails for all account types (excluding those in provisioning), including the company name, key, and timestamp.
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees.
- CHAT-16449 — Added support for NYLAS V3 provisioning.
- CHAT-16499 — Implemented mandatory validation for company keys.
- CHAT-16876 — Resolved 'Invalid column name' errors.
- CHAT-16923 — Fixed database schema errors related to 'CompanyID'.
- CHAT-16926 — Standardized onboarding tab visibility.
- CHAT-17016 — Updated CVV input validation for 4-digit codes.
- CHAT-17230 — Resolved exception errors during company generation.
- CHAT-17267 — Resolved 'Invalid column name' error for 'ChatbarBorderStyle'.
- CHAT-17679 — [Pending] Requirement for displaying Account Type against generated companies.
- CHAT-17680 — Implemented automated deactivation emails for all account types via Hangfire.
- CHAT-17708 — Fixed bug preventing user addition to companies with special characters in their names.
- CHAT-17730 — Resolved UI issue where the 'Save' confirmation popup became disabled.
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation and environment-specific schema errors.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments, NYLAS V3 page configurations, and payment method details. Recent updates ensure that company key generation is robust against invalid character inputs and that database schemas are synchronized to prevent runtime errors during company access.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors during initial load.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags. Frontend logic handles cases where voice data is missing for older provisioning records.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are displayed in a dedicated section below lead fees.
- NYLAS V3 Integration: Users can assign a Provisioning Sales Representative and configure specific Provisioning Pages.
- Company Key Validation: Strict validation prevents invalid company records. Recent fixes ensure that company generation does not fail due to AI/Voice-related configuration conflicts.
- Payment Validation: Supports 4-digit CVV codes for American Express cards.
- Database Integrity: Schema synchronization ensures that environment-specific columns (e.g., 'ChatbarBorderStyle') are correctly handled to prevent access errors.
- Rules Engine: Company-level rules engines are maintained to ensure consistent business logic application.
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees.
- CHAT-16425 — Investigating intermittent bug regarding incorrect company key associations.
- CHAT-16449 — Added support for NYLAS V3 provisioning.
- CHAT-16460 — Expanding bandwidth of lead distribution fields.
- CHAT-16499 — Implemented mandatory validation for company keys.
- CHAT-16876 — Resolved 'Invalid column name' errors.
- CHAT-16923 — Fixed database schema errors related to 'CompanyID'.
- CHAT-16926 — Standardized onboarding tab visibility.
- CHAT-17016 — Updated CVV input validation for 4-digit codes.
- CHAT-17230 — Resolved exception errors during company generation caused by AI/Voice configuration changes.
- CHAT-17247 — Addressed issues with the company-level rules engine functionality.
- CHAT-17267 — Resolved 'Invalid column name' error for 'ChatbarBorderStyle' preventing company access.
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, and payment validation enhancements.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments, NYLAS V3 page configurations, and payment method details.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors during initial load.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags. Frontend logic now handles cases where voice data is missing for older provisioning records to ensure consistent UI behavior.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are separated from the total amount calculation and displayed in a dedicated section below lead fees.
- NYLAS V3 Integration: Users can now assign a Provisioning Sales Representative and configure specific Provisioning Pages for NYLAS V3 integrations.
- Company Key Validation: The system enforces strict validation on company keys during the request phase to prevent the creation of invalid company records. Database schema integrity is maintained to prevent 'Invalid column name' errors.
- Payment Validation: The system supports 4-digit CVV codes for American Express cards, ensuring compatibility with standard payment processing requirements.
- Lead Distribution: Lead distribution fields are currently undergoing bandwidth expansion to accommodate larger customer request volumes.
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab that prevented the page from rendering correctly.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees in the Quote and Order Summary.
- CHAT-16425 — Investigating an intermittent bug where new provisioning requests are incorrectly associated with existing company keys.
- CHAT-16449 — Added support for assigning a Provisioning Sales Representative and configuring Provisioning Pages for NYLAS V3.
- CHAT-16460 — Expanding bandwidth of lead distribution fields to support higher volume requests.
- CHAT-16499 — Implemented mandatory validation for company keys at the request stage to prevent invalid company record creation.
- CHAT-16876 — Resolved 'Invalid column name' errors preventing successful onboarding creation.
- CHAT-16923 — Fixed database schema errors related to 'CompanyID' column references in Company and Provisioning modules.
- CHAT-16926 — Standardized onboarding tab visibility across different IDs, ensuring graceful handling of legacy records lacking voice data.
- CHAT-17016 — Updated CVV input validation to support 4-digit codes for American Express cards.
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, and database schema synchronization.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments and NYLAS V3 page configurations.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors during initial load.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags. Frontend logic now handles cases where voice data is missing for older provisioning records to ensure consistent UI behavior.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are separated from the total amount calculation and displayed in a dedicated section below lead fees.
- NYLAS V3 Integration: Users can now assign a Provisioning Sales Representative and configure specific Provisioning Pages for NYLAS V3 integrations.
- Company Key Validation: The system enforces strict validation on company keys during the request phase to prevent the creation of invalid company records. Database schema integrity is maintained to prevent 'Invalid column name' errors (e.g., 'CompanyID').
- Lead Distribution: Lead distribution fields are currently undergoing bandwidth expansion to accommodate larger customer request volumes.
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab that prevented the page from rendering correctly.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees in the Quote and Order Summary.
- CHAT-16425 — Investigating an intermittent bug where new provisioning requests are incorrectly associated with existing company keys.
- CHAT-16449 — Added support for assigning a Provisioning Sales Representative and configuring Provisioning Pages for NYLAS V3.
- CHAT-16460 — Expanding bandwidth of lead distribution fields to support higher volume requests.
- CHAT-16499 — Implemented mandatory validation for company keys at the request stage to prevent invalid company record creation.
- CHAT-16876 — Resolved 'Invalid column name' errors preventing successful onboarding creation.
- CHAT-16923 — Fixed database schema errors related to 'CompanyID' column references in Company and Provisioning modules.
- CHAT-16926 — Standardized onboarding tab visibility across different IDs, ensuring graceful handling of legacy records lacking voice data.
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, and the integration of NYLAS V3 provisioning workflows.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments and NYLAS V3 page configurations.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors (e.g., 'Cannot set properties of undefined') during initial load.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags. If a reseller's onboarding flow appears to lack these options, ensure the corresponding feature flags are enabled.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are separated from the total amount calculation and displayed in a dedicated section below lead fees.
- NYLAS V3 Integration: Users can now assign a Provisioning Sales Representative and configure specific Provisioning Pages for NYLAS V3 integrations.
- Company Key Validation: The system enforces strict validation on company keys during the request phase to prevent the creation of invalid company records that require manual database intervention.
- Lead Distribution: Lead distribution fields are currently undergoing bandwidth expansion to accommodate larger customer request volumes.
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab that prevented the page from rendering correctly.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees in the Quote and Order Summary.
- CHAT-16425 — Investigating an intermittent bug where new provisioning requests are incorrectly associated with existing company keys.
- CHAT-16449 — Added support for assigning a Provisioning Sales Representative and configuring Provisioning Pages for NYLAS V3.
- CHAT-16460 — Expanding bandwidth of lead distribution fields to support higher volume requests.
- CHAT-16499 — Implemented mandatory validation for company keys at the request stage to prevent invalid company record creation.
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers recent stability improvements, feature visibility controls, and billing display logic within the onboarding workflow.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors (e.g., 'Cannot set properties of undefined') during initial load.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags. If a reseller's onboarding flow appears to lack these options, ensure the corresponding feature flags are enabled in the environment configuration.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are now explicitly separated from the total amount calculation. These are displayed in the top section of the quote, below the lead fees, to improve financial transparency.
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab that prevented the page from rendering correctly due to undefined property assignment.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers by ensuring correct feature flag activation.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees, moving them out of the total amount calculation and into a dedicated section in the Quote and Order Summary.
- CHAT-16425 — Investigating an intermittent bug where new provisioning requests are incorrectly associated with existing company keys, preventing the creation of new company records.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The removal of the VA option implies that existing VA-based accounts will continue to function but new ones must be provisioned via the Static Chatbot path.
- The updated wording for BRN/EIN/Tax ID fields is purely cosmetic and does not change the underlying data validation logic.
graph LR
A[Initiate Provisioning] --> B{Validate Company Key}
B -->|Invalid| Z[Reject Request]
B -->|Valid| C{Check Feature Flags}
C -->|Enabled| D{Check for Voice Data}
D -->|Available| E[Display Voice & Appt Scheduling]
D -->|Missing| F[Standard Provisioning]
C -->|Disabled| F
E --> G[Configure NYLAS V3/Sales Rep]
F --> G
G --> H{Package Selected?}
H -->|No| I[Show Confirmation Popup]
I --> J[Calculate Fees]
H -->|Yes| J
J --> K[Generate Quote/Summary]
K --> L[Validate Payment Method]
L --> M[Finalize Request]
M --> N[Apply Company Rules Engine]
✎ This documentation has been manually edited.
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Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments, NYLAS V3 page configurations, and payment method details. Recent updates include clarifying tax identification fields and the removal of deprecated Virtual Assistant (VA) options to ensure correct script generation.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors. The 'Save' confirmation popup remains enabled during user interaction.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags.
- Form Clarity: Onboarding fields for BRN, EIN, and Tax ID have been updated with descriptive labels to reduce client confusion.
- Service Configuration: The 'Virtual Assistant' (VA) dropdown has been removed from the provisioning form to prevent the generation of incorrect script codes. VA-based accounts are now exclusively managed via Static Chatbot configurations.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are displayed in a dedicated section.
- NYLAS V3 Integration: Users can assign a Provisioning Sales Representative and configure specific Provisioning Pages.
- Company Key & Name Validation: Strict validation prevents invalid company records. The system supports company names containing special characters.
- Payment Validation: Supports 4-digit CVV codes for American Express cards.
- Database Integrity: Schema synchronization ensures that environment-specific columns are correctly handled.
- Account Deactivation: The system utilizes a Hangfire background job to send deactivation emails for all account types (excluding those in provisioning).
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees.
- CHAT-16449 — Added support for NYLAS V3 provisioning.
- CHAT-16499 — Implemented mandatory validation for company keys.
- CHAT-16876 — Resolved 'Invalid column name' errors.
- CHAT-16923 — Fixed database schema errors related to 'CompanyID'.
- CHAT-16926 — Standardized onboarding tab visibility.
- CHAT-17016 — Updated CVV input validation for 4-digit codes.
- CHAT-17230 — Resolved exception errors during company generation.
- CHAT-17267 — Resolved 'Invalid column name' error for 'ChatbarBorderStyle'.
- CHAT-17679 — [Pending] Requirement for displaying Account Type against generated companies.
- CHAT-17680 — Implemented automated deactivation emails for all account types via Hangfire.
- CHAT-17708 — Fixed bug preventing user addition to companies with special characters in their names.
- CHAT-17730 — Resolved UI issue where the 'Save' confirmation popup became disabled.
- CHAT-17975 — Updated onboarding form field labels for BRN, EIN, and Tax ID to improve user clarity.
- CHAT-18017 — Removed the 'Virtual Assistant' dropdown option from the provisioning form to prevent incorrect script generation.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
Provisioning Workflow
When initiating a new provisioning request, the system validates company keys to ensure unique account creation. Users interact with the Provisioning tab to configure service parameters, including Sales Representative assignments, NYLAS V3 page configurations, and payment method details. Recent updates include clarifying tax identification fields and the removal of deprecated Virtual Assistant (VA) options to ensure correct script generation.
Key Features and Behaviors
- Tab Stability: The Provisioning tab is optimized to prevent JavaScript runtime errors. The 'Save' confirmation popup remains enabled during user interaction.
- Reseller Onboarding: The 'Voice and Appointment Scheduling' tab is controlled via feature flags.
- Form Clarity: Onboarding fields for BRN, EIN, and Tax ID have been updated with descriptive labels to reduce client confusion.
- Service Configuration: The 'Virtual Assistant' (VA) dropdown has been removed from the provisioning form to prevent the generation of incorrect script codes. VA-based accounts are now exclusively managed via Static Chatbot configurations.
- Quote and Order Summary: 'Per-Item' and 'Per-Minute' billing features are displayed in a dedicated section.
- NYLAS V3 Integration: Users can assign a Provisioning Sales Representative and configure specific Provisioning Pages.
- Company Key & Name Validation: Strict validation prevents invalid company records. The system supports company names containing special characters.
- Payment Validation: Supports 4-digit CVV codes for American Express cards.
- Database Integrity: Schema synchronization ensures that environment-specific columns are correctly handled.
- Account Deactivation: The system utilizes a Hangfire background job to send deactivation emails for all account types (excluding those in provisioning).
Ticket coverage
- CHAT-16362 — Resolved a runtime error on the Provisioning tab.
- CHAT-16363 — Fixed an issue where the 'Voice and Appointment Scheduling' tab was hidden for resellers.
- CHAT-16400 — Corrected the display logic for 'Per-Item' and 'Per-Minute' fees.
- CHAT-16449 — Added support for NYLAS V3 provisioning.
- CHAT-16499 — Implemented mandatory validation for company keys.
- CHAT-16876 — Resolved 'Invalid column name' errors.
- CHAT-16923 — Fixed database schema errors related to 'CompanyID'.
- CHAT-16926 — Standardized onboarding tab visibility.
- CHAT-17016 — Updated CVV input validation for 4-digit codes.
- CHAT-17230 — Resolved exception errors during company generation.
- CHAT-17267 — Resolved 'Invalid column name' error for 'ChatbarBorderStyle'.
- CHAT-17679 — [Pending] Requirement for displaying Account Type against generated companies.
- CHAT-17680 — Implemented automated deactivation emails for all account types via Hangfire.
- CHAT-17708 — Fixed bug preventing user addition to companies with special characters in their names.
- CHAT-17730 — Resolved UI issue where the 'Save' confirmation popup became disabled.
- CHAT-17975 — Updated onboarding form field labels for BRN, EIN, and Tax ID to improve user clarity.
- CHAT-18017 — Removed the 'Virtual Assistant' dropdown option from the provisioning form to prevent incorrect script generation.
Portal User Access and Security
▶ 3 earlier versions
▶ 3 assumptions
Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
Authentication and Security
Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if they are associated with multiple companies.
XSS Vulnerability Mitigation
To prevent Cross-Site Scripting (XSS) attacks, the "Display Name" field is now sanitized on the server side. All HTML tags submitted in this field are encoded by the backend, ensuring that malicious scripts cannot be executed within the portal interface.
User Creation Validation
The user creation process now enforces strict validation. If a password fails the "too weak" criteria, the system prevents the user from being saved to the database. Subsequent attempts to create a user with the same username after correcting the password will no longer trigger false "username already in use" errors.
CSP Compatibility
To support client-side Content Security Policy (CSP) requirements, the chat script is undergoing refactoring to eliminate reliance on inline scripts and 'eval' functions, ensuring compatibility with strict security headers.
Company Access and Stability
Database Schema Integrity
Recent updates have resolved critical database schema mismatches that previously prevented users from accessing company profiles. The system now correctly maps the 'CompanyID' field, ensuring that company data is retrieved without triggering "Invalid column name" or "Invalid company name" errors.
Group Management and Permissions
Access Control
The Group section is restricted to ensure only authorized personnel can manage group configurations. Access is governed by specific permission sets:
- Standard Users: The Group tab is hidden from users who do not possess explicit Group Viewer or Group Editor permissions.
- Vendormax Users: Internal Vendormax users are granted access to the Group section if they hold either the Group Viewer or Group Editor role, regardless of their administrative status.
- Administrative Roles: Access is no longer granted solely based on Admin or Super Admin status; users must also hold the corresponding Group permissions.
Company Admin Role
A "Company Admin" flag is available in both the Legacy and New Portals. Users with this flag possess elevated rights to manage user access and permissions. When inviting a new user, selecting the "User Type" triggers the User Access Management Modal, allowing admins to configure specific permissions and assign the "Company Admin" status.
Plan-Based Access (VA Model)
Access to the Virtual Assistant (VA) script area is controlled via plan tiers. The "PRO" plan enables access to script management via the "Script Viewer" and "Script Editor" permissions, while the "GROW" plan restricts access to these features.
Ticket coverage
- CHAT-16358 — Resolved an issue preventing users from opening companies in the apextest1 environment.
- CHAT-16359 — Fixed a bug where users were incorrectly saved to the database despite failing password validation.
- CHAT-16361 — Implemented stricter access controls for the Group section.
- CHAT-16365 — Introduced a requirement for a manual 'Save' action to commit changes within the Groups tab.
- CHAT-16366 — Enabled Group section visibility for Vendormax users who hold Group Viewer or Editor permissions.
- CHAT-16373 — Established a framework to limit access to the VA script area based on the user's subscription plan.
- CHAT-16408 — Resolved a blocker preventing successful login via the "Continue with Google" button.
- CHAT-16409 — Duplicate ticket regarding the Google login failure.
- CHAT-16422 — Implemented server-side sanitization of the Display Name field to mitigate XSS vulnerabilities.
- CHAT-16699 — Introduced "Company Admin" flag and automated User Access Management Modal during user invitation.
- CHAT-16753 — Initiated refactoring of chat scripts to ensure compatibility with client-side CSP requirements.
- CHAT-16766 — Resolved a blocker causing "service value error" during company profile updates.
- CHAT-16950 — Resolved database schema error "Invalid column name 'CompanyID'" when opening company profiles.
- CHAT-16951 — Fixed error prompt "Invalid Company Name 'CompanyID'" preventing access to company data.
Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
Authentication and Security
Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if they are associated with multiple companies.
XSS Vulnerability Mitigation
To prevent Cross-Site Scripting (XSS) attacks, the "Display Name" field is now sanitized on the server side. All HTML tags submitted in this field are encoded by the backend, ensuring that malicious scripts cannot be executed within the portal interface.
User Creation Validation
The user creation process now enforces strict validation. If a password fails the "too weak" criteria, the system prevents the user from being saved to the database. Subsequent attempts to create a user with the same username after correcting the password will no longer trigger false "username already in use" errors.
CSP Compatibility
To support client-side Content Security Policy (CSP) requirements, the chat script is undergoing refactoring to eliminate reliance on inline scripts and 'eval' functions, ensuring compatibility with strict security headers.
Group Management and Permissions
Access Control
The Group section is restricted to ensure only authorized personnel can manage group configurations. Access is governed by specific permission sets:
- Standard Users: The Group tab is hidden from users who do not possess explicit Group Viewer or Group Editor permissions.
- Vendormax Users: Internal Vendormax users are granted access to the Group section if they hold either the Group Viewer or Group Editor role, regardless of their administrative status.
- Administrative Roles: Access is no longer granted solely based on Admin or Super Admin status; users must also hold the corresponding Group permissions.
Company Admin Role
A "Company Admin" flag is available in both the Legacy and New Portals. Users with this flag possess elevated rights to manage user access and permissions. When inviting a new user, selecting the "User Type" triggers the User Access Management Modal, allowing admins to configure specific permissions and assign the "Company Admin" status.
Plan-Based Access (VA Model)
Access to the Virtual Assistant (VA) script area is controlled via plan tiers. The "PRO" plan enables access to script management via the "Script Viewer" and "Script Editor" permissions, while the "GROW" plan restricts access to these features.
Ticket coverage
- CHAT-16358 — Resolved an issue preventing users from opening companies in the apextest1 environment.
- CHAT-16359 — Fixed a bug where users were incorrectly saved to the database despite failing password validation.
- CHAT-16361 — Implemented stricter access controls for the Group section.
- CHAT-16365 — Introduced a requirement for a manual 'Save' action to commit changes within the Groups tab.
- CHAT-16366 — Enabled Group section visibility for Vendormax users who hold Group Viewer or Editor permissions.
- CHAT-16373 — Established a framework to limit access to the VA script area based on the user's subscription plan.
- CHAT-16408 — Resolved a blocker preventing successful login via the "Continue with Google" button.
- CHAT-16409 — Duplicate ticket regarding the Google login failure.
- CHAT-16422 — Implemented server-side sanitization of the Display Name field to mitigate XSS vulnerabilities.
- CHAT-16699 — Introduced "Company Admin" flag and automated User Access Management Modal during user invitation.
- CHAT-16753 — Initiated refactoring of chat scripts to ensure compatibility with client-side CSP requirements.
- CHAT-16766 — Resolved a blocker causing "service value error" during company profile updates.
Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
Authentication and Security
Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if they are associated with multiple companies.
XSS Vulnerability Mitigation
To prevent Cross-Site Scripting (XSS) attacks, the "Display Name" field is now sanitized on the server side. All HTML tags submitted in this field are encoded by the backend, ensuring that malicious scripts cannot be executed within the portal interface.
User Creation Validation
The user creation process now enforces strict validation. If a password fails the "too weak" criteria, the system prevents the user from being saved to the database. Subsequent attempts to create a user with the same username after correcting the password will no longer trigger false "username already in use" errors.
Group Management and Permissions
Access Control
The Group section is restricted to ensure only authorized personnel can manage group configurations. Access is governed by specific permission sets:
- Standard Users: The Group tab is hidden from users who do not possess explicit Group Viewer or Group Editor permissions.
- Vendormax Users: Internal Vendormax users are granted access to the Group section if they hold either the Group Viewer or Group Editor role, regardless of their administrative status.
- Administrative Roles: Access is no longer granted solely based on Admin or Super Admin status; users must also hold the corresponding Group permissions.
Plan-Based Access (VA Model)
Access to the Virtual Assistant (VA) script area is controlled via plan tiers. The "PRO" plan enables access to script management via the "Script Viewer" and "Script Editor" permissions, while the "GROW" plan restricts access to these features.
Ticket coverage
- CHAT-16358 — Resolved an issue preventing users from opening companies in the apextest1 environment.
- CHAT-16359 — Fixed a bug where users were incorrectly saved to the database despite failing password validation, which previously caused subsequent username conflicts.
- CHAT-16361 — Implemented stricter access controls for the Group section, requiring specific Group Viewer/Editor permissions rather than relying solely on Admin roles.
- CHAT-16365 — Introduced a requirement for a manual 'Save' action to commit changes within the Groups tab.
- CHAT-16366 — Enabled Group section visibility for Vendormax users who hold Group Viewer or Editor permissions, regardless of their administrative role.
- CHAT-16373 — Established a framework to limit access to the VA script area based on the user's subscription plan (GROW vs. PRO).
- CHAT-16408 — Resolved a blocker preventing successful login via the "Continue with Google" button.
- CHAT-16409 — Duplicate ticket regarding the Google login failure; resolved via the fix in CHAT-16408.
- CHAT-16422 — Implemented server-side sanitization of the Display Name field to mitigate XSS vulnerabilities.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Chatbot Editor' role restriction on templates is a global policy for all portal types.
- Retainer account data fix is specific to the Document Signing module as described in CHAT-17260.
- AI Voice creation is restricted for all non-admin/non-Vendormax users based on the requested logic.
graph LR
A[User Clicks Login] --> B{Google Auth}
B --> C[Redirect to Dashboard]
B --> D[Redirect to Company Selection]
E[Admin Invites User] --> F[Select User Type]
F --> G[Open Access Management Modal]
G --> H[Set Permissions & Company Admin Flag]
I[User Submits New User Form] --> J{Password Valid?}
J -- No --> K[Show Error]
J -- Yes --> L[Save to Database]
M[User Opens Company] --> N{Schema Valid?}
N -- No --> O[Error: Invalid Column/Name]
N -- Yes --> P[Load Company Data]
Q[User Accesses AI Feature] --> R{Check Role}
R --> S[Viewer: Read Only]
R --> T[Editor: Create/Edit]
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Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
Authentication and Security
Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if they are associated with multiple companies.
XSS Vulnerability Mitigation
To prevent Cross-Site Scripting (XSS) attacks, the "Display Name" field is now sanitized on the server side. All HTML tags submitted in this field are encoded by the backend.
User Creation Validation
The user creation process enforces strict validation. If a password fails the "too weak" criteria, the system prevents the user from being saved to the database.
CSP Compatibility
To support client-side Content Security Policy (CSP) requirements, the chat script is refactored to eliminate reliance on inline scripts and 'eval' functions.
Company Access and Stability
Database Schema Integrity
Recent updates have resolved critical database schema mismatches. The system now correctly maps the 'CompanyID' field, ensuring that company data is retrieved without triggering "Invalid column name" or "Invalid company name" errors.
Retainer Account Data Retrieval
Resolved an issue where retainer accounts failed to display data in the Document Signing > Template Settings page. The system now correctly fetches and renders existing database records for these accounts.
Group Management and Permissions
Access Control
The Group section is restricted to authorized personnel. Access is governed by specific permission sets:
- Standard Users: The Group tab is hidden from users without explicit Group Viewer or Group Editor permissions.
- Vendormax Users: Granted access if they hold either the Group Viewer or Group Editor role.
- Administrative Roles: Access requires holding the corresponding Group permissions.
AI Chatbot & Voice Permissions
Access to AI Chatbot and Voice features is now strictly governed by role-based permissions across Direct, Partner, and Partner Customer portals:
- Chatbot Viewer: Restricted to read-only access for existing chatbots. Creation of new bots is disabled.
- Chatbot Editor: Authorized to create and edit chatbots. Note: Creation of templates is restricted.
- AI Voice: Access is restricted to viewing; creation of voice bots is disabled for standard users.
Company Admin Role
A "Company Admin" flag is available to manage user access and permissions via the User Access Management Modal.
Plan-Based Access (VA Model)
Access to the Virtual Assistant (VA) script area is controlled via plan tiers (PRO vs. GROW).
Ticket coverage
- CHAT-16358 — Resolved an issue preventing users from opening companies in the apextest1 environment.
- CHAT-16359 — Fixed a bug where users were incorrectly saved to the database despite failing password validation.
- CHAT-16361 — Implemented stricter access controls for the Group section.
- CHAT-16365 — Introduced a requirement for a manual 'Save' action to commit changes within the Groups tab.
- CHAT-16366 — Enabled Group section visibility for Vendormax users who hold Group Viewer or Editor permissions.
- CHAT-16373 — Established a framework to limit access to the VA script area based on the user's subscription plan.
- CHAT-16408 — Resolved a blocker preventing successful login via the "Continue with Google" button.
- CHAT-16409 — Duplicate ticket regarding the Google login failure.
- CHAT-16422 — Implemented server-side sanitization of the Display Name field to mitigate XSS vulnerabilities.
- CHAT-16699 — Introduced "Company Admin" flag and automated User Access Management Modal during user invitation.
- CHAT-16753 — Initiated refactoring of chat scripts to ensure compatibility with client-side CSP requirements.
- CHAT-16766 — Resolved a blocker causing "service value error" during company profile updates.
- CHAT-16950 — Resolved database schema error "Invalid column name 'CompanyID'" when opening company profiles.
- CHAT-16951 — Fixed error prompt "Invalid Company Name 'CompanyID'" preventing access to company data.
- CHAT-17245 — Implemented granular permission logic for AI Chatbot and Voice features across all user types.
- CHAT-17260 — Resolved data retrieval bug for retainer accounts in Document Signing template settings.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
Authentication and Security
Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if they are associated with multiple companies.
XSS Vulnerability Mitigation
To prevent Cross-Site Scripting (XSS) attacks, the "Display Name" field is now sanitized on the server side. All HTML tags submitted in this field are encoded by the backend.
User Creation Validation
The user creation process enforces strict validation. If a password fails the "too weak" criteria, the system prevents the user from being saved to the database.
CSP Compatibility
To support client-side Content Security Policy (CSP) requirements, the chat script is refactored to eliminate reliance on inline scripts and 'eval' functions.
Company Access and Stability
Database Schema Integrity
Recent updates have resolved critical database schema mismatches. The system now correctly maps the 'CompanyID' field, ensuring that company data is retrieved without triggering "Invalid column name" or "Invalid company name" errors.
Retainer Account Data Retrieval
Resolved an issue where retainer accounts failed to display data in the Document Signing > Template Settings page. The system now correctly fetches and renders existing database records for these accounts.
Group Management and Permissions
Access Control
The Group section is restricted to authorized personnel. Access is governed by specific permission sets:
- Standard Users: The Group tab is hidden from users without explicit Group Viewer or Group Editor permissions.
- Vendormax Users: Granted access if they hold either the Group Viewer or Group Editor role.
- Administrative Roles: Access requires holding the corresponding Group permissions.
AI Chatbot & Voice Permissions
Access to AI Chatbot and Voice features is now strictly governed by role-based permissions across Direct, Partner, and Partner Customer portals:
- Chatbot Viewer: Restricted to read-only access for existing chatbots. Creation of new bots is disabled.
- Chatbot Editor: Authorized to create and edit chatbots. Note: Creation of templates is restricted.
- AI Voice: Access is restricted to viewing; creation of voice bots is disabled for standard users.
Company Admin Role
A "Company Admin" flag is available to manage user access and permissions via the User Access Management Modal.
Plan-Based Access (VA Model)
Access to the Virtual Assistant (VA) script area is controlled via plan tiers (PRO vs. GROW).
Ticket coverage
- CHAT-16358 — Resolved an issue preventing users from opening companies in the apextest1 environment.
- CHAT-16359 — Fixed a bug where users were incorrectly saved to the database despite failing password validation.
- CHAT-16361 — Implemented stricter access controls for the Group section.
- CHAT-16365 — Introduced a requirement for a manual 'Save' action to commit changes within the Groups tab.
- CHAT-16366 — Enabled Group section visibility for Vendormax users who hold Group Viewer or Editor permissions.
- CHAT-16373 — Established a framework to limit access to the VA script area based on the user's subscription plan.
- CHAT-16408 — Resolved a blocker preventing successful login via the "Continue with Google" button.
- CHAT-16409 — Duplicate ticket regarding the Google login failure.
- CHAT-16422 — Implemented server-side sanitization of the Display Name field to mitigate XSS vulnerabilities.
- CHAT-16699 — Introduced "Company Admin" flag and automated User Access Management Modal during user invitation.
- CHAT-16753 — Initiated refactoring of chat scripts to ensure compatibility with client-side CSP requirements.
- CHAT-16766 — Resolved a blocker causing "service value error" during company profile updates.
- CHAT-16950 — Resolved database schema error "Invalid column name 'CompanyID'" when opening company profiles.
- CHAT-16951 — Fixed error prompt "Invalid Company Name 'CompanyID'" preventing access to company data.
- CHAT-17245 — Implemented granular permission logic for AI Chatbot and Voice features across all user types.
- CHAT-17260 — Resolved data retrieval bug for retainer accounts in Document Signing template settings.
Chat Widget UI Performance and Reliability Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- AppInsight and DataDog are configured to report data back to a centralized dashboard accessible by the engineering team.
- The V2 code fix applies to all clients utilizing the V2 widget implementation, not just the specific case reported for 'apolloplumbing'.
- The 'Business Hours' logic relies on the server-side time or a synchronized client-side clock to determine the current status.
graph LR
A[Widget Initialization] --> B{Check Business Hours}
B -- Outside Hours --> C[Render Widget]
B -- Within Hours --> D[Hide Widget]
C --> E[Log Performance/Errors to DataDog/AppInsight]
✎ This documentation has been manually edited.
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Overview
This documentation covers recent updates to the chat widget infrastructure, focusing on observability, performance monitoring, and the resolution of business-hour logic errors in the V2 widget implementation.
Observability and Monitoring
To improve the reliability of the chat widget when embedded on third-party client websites, we have integrated two primary monitoring solutions:
AppInsight Integration (CHAT-16415)
We have implemented AppInsight to capture client-side JavaScript exceptions. This allows the engineering team to identify and debug errors that occur within the widget's execution context on external domains, which were previously opaque to our internal monitoring systems.
DataDog Analytics (CHAT-16418)
We have integrated DataDog as our primary analytics tool for the chat widget. This provides granular visibility into widget performance, user interaction metrics, and UI health, enabling data-driven performance optimizations.
Business Hours Logic (V2 Widget)
Issue Resolution (CHAT-16427)
A critical bug was identified in the V2 widget code where the 'Business Hours' configuration was being ignored. Specifically, widgets configured to display only 'After Office Hours' were incorrectly rendering during active business hours. This has been resolved, and the V2 code now correctly evaluates the current time against the configured business hour schedule before triggering the widget UI.
Ticket coverage
- CHAT-16415 — Implements AppInsight to enable tracking and reporting of client-side JavaScript exceptions within the widget.
- CHAT-16418 — Integrates DataDog to provide comprehensive analytics and performance monitoring for the chat widget.
- CHAT-16427 — Fixes a logic error in the V2 widget where business hour settings were incorrectly applied, ensuring the widget respects the configured schedule.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat widget infrastructure, focusing on observability, performance monitoring, and the resolution of business-hour logic errors in the V2 widget implementation.
Observability and Monitoring
To improve the reliability of the chat widget when embedded on third-party client websites, we have integrated two primary monitoring solutions:
AppInsight Integration (CHAT-16415)
We have implemented AppInsight to capture client-side JavaScript exceptions. This allows the engineering team to identify and debug errors that occur within the widget's execution context on external domains, which were previously opaque to our internal monitoring systems.
DataDog Analytics (CHAT-16418)
We have integrated DataDog as our primary analytics tool for the chat widget. This provides granular visibility into widget performance, user interaction metrics, and UI health, enabling data-driven performance optimizations.
Business Hours Logic (V2 Widget)
Issue Resolution (CHAT-16427)
A critical bug was identified in the V2 widget code where the 'Business Hours' configuration was being ignored. Specifically, widgets configured to display only 'After Office Hours' were incorrectly rendering during active business hours. This has been resolved, and the V2 code now correctly evaluates the current time against the configured business hour schedule before triggering the widget UI.
Ticket coverage
- CHAT-16415 — Implements AppInsight to enable tracking and reporting of client-side JavaScript exceptions within the widget.
- CHAT-16418 — Integrates DataDog to provide comprehensive analytics and performance monitoring for the chat widget.
- CHAT-16427 — Fixes a logic error in the V2 widget where business hour settings were incorrectly applied, ensuring the widget respects the configured schedule.
Billing and Invoicing Synchronization Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'host' mentioned in CHAT-16420 refers to the account entity within the billing system.
- The R&D phase for Stripe (CHAT-16431) is intended to replace or augment the existing legacy invoicing system.
- The provisioning team uses empty billing fields as a standard practice for test accounts.
graph LR
A[Account Deactivation Triggered] --> B{Billing Amount/Min Set?}
B -- No --> C[Suppress Email Notification]
B -- Yes --> D[Send Email to Accounting Team]
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Overview
This documentation covers the current billing notification logic and the ongoing research into migrating invoice generation to the Stripe platform.
Account Deactivation Notifications
To prevent unnecessary administrative overhead, the system suppresses deactivation email notifications for accounts where the monthly billing amount or minimum billing threshold is not explicitly configured. This ensures that the provisioning team can conduct testing without triggering automated alerts to the accounting department.
Stripe Invoicing R&D
The organization is currently evaluating a transition of invoice generation processes to Stripe. This initiative aims to leverage Stripe's native subscription and billing engine to handle product management, pricing tiers, and automated invoice generation. Key research areas include the ability to offer variable pricing for the same product across different customer segments and the implementation of overage fee structures.
Business Rules and Constraints
- Notification Logic: Email triggers are strictly conditional on the presence of a defined monthly billing amount or minimum billing value.
- Stripe Integration: The transition is currently in the R&D and Proof of Concept (POC) phase. Future implementation will require support for multi-tenant pricing models and dynamic overage calculations.
Ticket coverage
- CHAT-16420 — Implements a conditional check to suppress deactivation emails to the accounting team when billing fields are empty.
- CHAT-16431 — Initiates research and POC development for migrating core invoice generation and subscription management to Stripe.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the current billing notification logic and the ongoing research into migrating invoice generation to the Stripe platform.
Account Deactivation Notifications
To prevent unnecessary administrative overhead, the system suppresses deactivation email notifications for accounts where the monthly billing amount or minimum billing threshold is not explicitly configured. This ensures that the provisioning team can conduct testing without triggering automated alerts to the accounting department.
Stripe Invoicing R&D
The organization is currently evaluating a transition of invoice generation processes to Stripe. This initiative aims to leverage Stripe's native subscription and billing engine to handle product management, pricing tiers, and automated invoice generation. Key research areas include the ability to offer variable pricing for the same product across different customer segments and the implementation of overage fee structures.
Business Rules and Constraints
- Notification Logic: Email triggers are strictly conditional on the presence of a defined monthly billing amount or minimum billing value.
- Stripe Integration: The transition is currently in the R&D and Proof of Concept (POC) phase. Future implementation will require support for multi-tenant pricing models and dynamic overage calculations.
Ticket coverage
- CHAT-16420 — Implements a conditional check to suppress deactivation emails to the accounting team when billing fields are empty.
- CHAT-16431 — Initiates research and POC development for migrating core invoice generation and subscription management to Stripe.
Reporting and Analytics Engine Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Blazeo' and 'Apex' host references in the tickets refer to internal staging and production environments.
- The 'Billable Leads' report is the primary report affected by the formatting restoration.
- The system uses a SQL-based backend for report generation.
graph LR
A[User Requests Report] --> B{Data Size Check}
B -- Large Dataset --> C[Optimize SQL Query]
B -- Standard Request --> D[Fetch Data]
C --> D
D --> E[Apply Legacy Formatting]
E --> F[Display in UI / Export to File]
✎ This documentation has been manually edited.
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Overview
The Reporting and Analytics Engine provides insights into chat attribution, lead generation, and performance metrics. Recent updates ensure accurate tracking of marketing sources, improved stability for large-scale report generation, and the restoration of legacy report formatting to maintain consistency for partners.
Attribution Tracking
The system captures the 'medium' and 'source' properties for incoming chats. When a user navigates to the website via an advertisement, the system parses the referrer URL to identify the traffic source. If the system cannot definitively map the traffic to a specific source or medium, these fields remain empty rather than defaulting to 'organic', preventing misattribution.
Report Generation and Formatting
Large Dataset Handling
The reporting engine supports the generation of reports containing thousands of records. To prevent SQL execution errors caused by long 'IN' statements, the system optimizes query handling for large chat ID lists. Users may experience longer load times when requesting multi-year data sets, but the system ensures the report completes successfully.
Legacy Formatting
To maintain compatibility with partner workflows, the 'Billable Leads' report adheres to the original column structure and formatting. While the web-based view may hide specific aggregate counts (such as 'Sent by Agents' or 'Total Billable Leads') to optimize UI performance, these values are fully preserved and visible when exporting the report to Excel or CSV formats.
Ticket coverage
- CHAT-16416 — Fixes an attribution bug where ad-driven traffic was incorrectly labeled as 'organic' by ensuring the system correctly parses referrer data or leaves fields empty if inconclusive.
- CHAT-16421 — Resolves report generation failures caused by SQL 'IN' statement limitations when processing large lists of chat IDs, enabling the export of multi-year data sets.
- CHAT-16430 — Restores legacy report formatting and column structures for the 'Billable Leads' report to align with partner requirements, ensuring data consistency in exported files.
Business Rules and Constraints
- Attribution: If source/medium data is unavailable, the system defaults to an empty state rather than 'organic'.
- Performance: Reports involving large datasets (e.g., 11k+ chats) are subject to increased latency during front-end rendering.
- Exporting: Certain aggregate columns are intentionally omitted from the web UI view but are included in exported Excel/CSV files to maintain report integrity.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Reporting and Analytics Engine provides insights into chat attribution, lead generation, and performance metrics. Recent updates ensure accurate tracking of marketing sources, improved stability for large-scale report generation, and the restoration of legacy report formatting to maintain consistency for partners.
Attribution Tracking
The system captures the 'medium' and 'source' properties for incoming chats. When a user navigates to the website via an advertisement, the system parses the referrer URL to identify the traffic source. If the system cannot definitively map the traffic to a specific source or medium, these fields remain empty rather than defaulting to 'organic', preventing misattribution.
Report Generation and Formatting
Large Dataset Handling
The reporting engine supports the generation of reports containing thousands of records. To prevent SQL execution errors caused by long 'IN' statements, the system optimizes query handling for large chat ID lists. Users may experience longer load times when requesting multi-year data sets, but the system ensures the report completes successfully.
Legacy Formatting
To maintain compatibility with partner workflows, the 'Billable Leads' report adheres to the original column structure and formatting. While the web-based view may hide specific aggregate counts (such as 'Sent by Agents' or 'Total Billable Leads') to optimize UI performance, these values are fully preserved and visible when exporting the report to Excel or CSV formats.
Ticket coverage
- CHAT-16416 — Fixes an attribution bug where ad-driven traffic was incorrectly labeled as 'organic' by ensuring the system correctly parses referrer data or leaves fields empty if inconclusive.
- CHAT-16421 — Resolves report generation failures caused by SQL 'IN' statement limitations when processing large lists of chat IDs, enabling the export of multi-year data sets.
- CHAT-16430 — Restores legacy report formatting and column structures for the 'Billable Leads' report to align with partner requirements, ensuring data consistency in exported files.
Business Rules and Constraints
- Attribution: If source/medium data is unavailable, the system defaults to an empty state rather than 'organic'.
- Performance: Reports involving large datasets (e.g., 11k+ chats) are subject to increased latency during front-end rendering.
- Exporting: Certain aggregate columns are intentionally omitted from the web UI view but are included in exported Excel/CSV files to maintain report integrity.
Document Signing Integration
▶ 1 earlier version
▶ 3 assumptions
Overview
The Document Signing integration allows users to send and manage retainer agreements and other legal documents directly through the platform using HelloSign and DocuSign. This feature streamlines the onboarding process by enabling secure, electronic signatures for prospects.
User and System Flow
- Initiation: The user initiates a document send request (e.g., a Retainer Doc) from within the portal.
- Authentication: The system validates the connection to the configured HelloSign or DocuSign API application.
- Transmission: The document is transmitted to the signing provider.
- Verification: The system confirms the document status; if authorization fails, the document is automatically voided to prevent unauthorized access.
Business Rules and Constraints
- Environment Compatibility: Integration stability is dependent on the underlying library versions. Upgrading RestSharp (e.g., from 106 to 112) requires verification of API compatibility for both HelloSign and DocuSign.
- Authorization: Document signing features require active, valid authorization tokens for the production environment. Failure to maintain these credentials results in automatic voiding of documents.
- Configuration: Existing accounts with the feature enabled must maintain correct API App configurations to prevent upload failures for new documents.
Ticket coverage
- CHAT-16377 — Resolves compatibility issues between the Document Signing integration and updated RestSharp libraries (v112) in staging and feature environments.
- CHAT-16381 — Fixes an issue where documents were automatically voided due to missing or expired API authorization in the production environment.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The dynamic fields 'Date of Death' and 'Place of Incident' are mandatory for specific document types.
- The platform handles the mapping of these fields automatically based on the document type selected by the user.
- The HelloSign template must be pre-configured to accept these specific field labels.
graph LR
A[User Initiates Document Send] --> B[Map Dynamic Fields]
B --> C{API Auth Valid?}
C -- No --> D[Document Voided Automatically]
C -- Yes --> E[Document Sent to Provider]
E --> F[Prospect Receives Document]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The Document Signing integration allows users to send and manage retainer agreements and other legal documents directly through the platform using HelloSign and DocuSign. This feature streamlines the onboarding process by enabling secure, electronic signatures for prospects and supports dynamic data mapping for specialized legal forms.
User and System Flow
- Initiation: The user initiates a document send request (e.g., a Retainer Doc) from within the portal.
- Field Mapping: The system identifies required dynamic fields (e.g., 'Date of Death', 'Place of Incident') and maps them to the provider's template.
- Authentication: The system validates the connection to the configured HelloSign or DocuSign API application.
- Transmission: The document is transmitted to the signing provider with all populated dynamic fields.
- Verification: The system confirms the document status; if authorization fails, the document is automatically voided to prevent unauthorized access.
Business Rules and Constraints
- Environment Compatibility: Integration stability is dependent on the underlying library versions. Upgrading RestSharp (e.g., from 106 to 112) requires verification of API compatibility for both HelloSign and DocuSign.
- Authorization: Document signing features require active, valid authorization tokens for the production environment. Failure to maintain these credentials results in automatic voiding of documents.
- Configuration: Existing accounts with the feature enabled must maintain correct API App configurations to prevent upload failures for new documents.
- Dynamic Fields: HelloSign templates support specific dynamic fields. Ensure that the template configuration in the provider portal matches the platform's field mapping requirements to avoid transmission errors.
Ticket coverage
- CHAT-16377 — Resolves compatibility issues between the Document Signing integration and updated RestSharp libraries (v112) in staging and feature environments.
- CHAT-16381 — Fixes an issue where documents were automatically voided due to missing or expired API authorization in the production environment.
- CHAT-16904 — Adds support for mandatory dynamic fields 'Date of Death' and 'Place of Incident' within HelloSign templates.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Document Signing integration allows users to send and manage retainer agreements and other legal documents directly through the platform using HelloSign and DocuSign. This feature streamlines the onboarding process by enabling secure, electronic signatures for prospects and supports dynamic data mapping for specialized legal forms.
User and System Flow
- Initiation: The user initiates a document send request (e.g., a Retainer Doc) from within the portal.
- Field Mapping: The system identifies required dynamic fields (e.g., 'Date of Death', 'Place of Incident') and maps them to the provider's template.
- Authentication: The system validates the connection to the configured HelloSign or DocuSign API application.
- Transmission: The document is transmitted to the signing provider with all populated dynamic fields.
- Verification: The system confirms the document status; if authorization fails, the document is automatically voided to prevent unauthorized access.
Business Rules and Constraints
- Environment Compatibility: Integration stability is dependent on the underlying library versions. Upgrading RestSharp (e.g., from 106 to 112) requires verification of API compatibility for both HelloSign and DocuSign.
- Authorization: Document signing features require active, valid authorization tokens for the production environment. Failure to maintain these credentials results in automatic voiding of documents.
- Configuration: Existing accounts with the feature enabled must maintain correct API App configurations to prevent upload failures for new documents.
- Dynamic Fields: HelloSign templates support specific dynamic fields. Ensure that the template configuration in the provider portal matches the platform's field mapping requirements to avoid transmission errors.
Ticket coverage
- CHAT-16377 — Resolves compatibility issues between the Document Signing integration and updated RestSharp libraries (v112) in staging and feature environments.
- CHAT-16381 — Fixes an issue where documents were automatically voided due to missing or expired API authorization in the production environment.
- CHAT-16904 — Adds support for mandatory dynamic fields 'Date of Death' and 'Place of Incident' within HelloSign templates.
Internal Portal Tools Enhancements Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Company Level Categories' fix (CHAT-16426) restores the global category routing functionality for affected companies.
- The phone number hyperlink (CHAT-16424) uses standard 'tel:' URI schemes to trigger native device actions.
- The 'Won't Fix' status for CHAT-16372 implies that the tooltip cutoff is a known limitation of the current UI framework.
graph LR
A[User clicks 3-dots menu] --> B[Select Restart Chat]
B --> C{Confirmation Modal}
C -->|Confirm| D[Reset Conversation]
C -->|Cancel| E[Close Modal]
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Overview
This documentation covers recent enhancements and updates to the internal portal tools, focusing on UI/UX improvements for input forms, conversation management, AI virtual assistant configuration, and lead notification functionality.
Input Form Updates
Input forms for collecting user details (Name, Phone, Email) have been redesigned for consistency and usability.
- Flow: Forms appear within the chat flow. Users are prompted with clear labels (e.g., "May I have your full name?") and provided with specific placeholders (e.g., "Enter Your Name").
- Styling: The "Send" button is styled in green with white text and is optimized for mobile touch targets.
Restart Conversation Functionality
Users can reset a chat session via the 3-dots (ellipsis) menu in the chat header.
- Flow: Selecting "Restart Chat" triggers a confirmation modal displaying the message: "Are you sure you want to restart the chat from the beginning?"
- Actions: The modal provides a primary "Restart Chat" button to initiate the reset and a secondary "Cancel" button to dismiss the action.
AI Virtual Assistant UI Improvements
Navigation and terminology within the AI Virtual Assistant section have been updated to improve clarity:
- Terminology: "Create New Chatbot" is now "Edit Your Chat Flow"; "Chatbot Training" is now "Train Your AI Chatbot"; "Customize Bot Responses" is now "Frequently Asked Questions"; "Uploads" is now "File Upload"; and "Web Crawler" is now "Website Pages".
- Navigation: The "Settings" tab is now consistently positioned as the final item in the tab list.
Lead Notification Emails
Lead notification emails now include hyperlinked phone numbers. Clicking these links triggers the device's default action for SMS or voice calls, streamlining the follow-up process for agents.
Ticket coverage
- CHAT-16372 — Addressed a tooltip display issue; marked as Won't Fix due to technical constraints.
- CHAT-16384 — Implemented new design standards for user detail input forms, including updated labels, placeholders, and button styling.
- CHAT-16385 — Refreshed the "Restart Chat" UI with a modern confirmation modal and standardized action buttons.
- CHAT-16396 — Standardized terminology and navigation layout within the AI Virtual Assistant configuration portal.
- CHAT-16424 — Added functionality to hyperlink phone numbers in lead notification emails for direct calling/SMS.
- CHAT-16426 — Resolved a critical bug where company-level categories were not appearing on the dashboard for agents.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent enhancements and updates to the internal portal tools, focusing on UI/UX improvements for input forms, conversation management, AI virtual assistant configuration, and lead notification functionality.
Input Form Updates
Input forms for collecting user details (Name, Phone, Email) have been redesigned for consistency and usability.
- Flow: Forms appear within the chat flow. Users are prompted with clear labels (e.g., "May I have your full name?") and provided with specific placeholders (e.g., "Enter Your Name").
- Styling: The "Send" button is styled in green with white text and is optimized for mobile touch targets.
Restart Conversation Functionality
Users can reset a chat session via the 3-dots (ellipsis) menu in the chat header.
- Flow: Selecting "Restart Chat" triggers a confirmation modal displaying the message: "Are you sure you want to restart the chat from the beginning?"
- Actions: The modal provides a primary "Restart Chat" button to initiate the reset and a secondary "Cancel" button to dismiss the action.
AI Virtual Assistant UI Improvements
Navigation and terminology within the AI Virtual Assistant section have been updated to improve clarity:
- Terminology: "Create New Chatbot" is now "Edit Your Chat Flow"; "Chatbot Training" is now "Train Your AI Chatbot"; "Customize Bot Responses" is now "Frequently Asked Questions"; "Uploads" is now "File Upload"; and "Web Crawler" is now "Website Pages".
- Navigation: The "Settings" tab is now consistently positioned as the final item in the tab list.
Lead Notification Emails
Lead notification emails now include hyperlinked phone numbers. Clicking these links triggers the device's default action for SMS or voice calls, streamlining the follow-up process for agents.
Ticket coverage
- CHAT-16372 — Addressed a tooltip display issue; marked as Won't Fix due to technical constraints.
- CHAT-16384 — Implemented new design standards for user detail input forms, including updated labels, placeholders, and button styling.
- CHAT-16385 — Refreshed the "Restart Chat" UI with a modern confirmation modal and standardized action buttons.
- CHAT-16396 — Standardized terminology and navigation layout within the AI Virtual Assistant configuration portal.
- CHAT-16424 — Added functionality to hyperlink phone numbers in lead notification emails for direct calling/SMS.
- CHAT-16426 — Resolved a critical bug where company-level categories were not appearing on the dashboard for agents.
ai_chatbot_infrastructure_and_architecture
▶ 2 earlier versions
▶ 2 assumptions
Overview
This documentation covers architectural enhancements, infrastructure scaling, and feature updates for the ApexChat AI chatbot ecosystem. These updates focus on improving system reliability, managing AI feature access, and refining the chatbot interaction model.
Infrastructure and Configuration
- Request Limits: The server-side maximum data request length has been increased to 100 MB to accommodate larger file uploads and data payloads.
- Dependency Management: The
ApexChat.AIclient library has been refactored to remove the RestSharp dependency, resolving conflicts with legacy projects. - Video Uploads: Cloudflare integration has been updated to resolve failures in uploading 'Video Greet' assets.
- Resilience & Error Handling: System stability has been improved to prevent 417 error states during long or irrelevant visitor interactions. The system now ensures visitor messages are maintained in the DOM even during service interruptions.
- Chatbot Creation Reliability: The system now ensures that chatbots are successfully created in the background even if the initial request times out, preventing orphaned creation states.
AI Feature Management
- Access Control: The Generative AI section in the New Portal is gated; visibility is restricted to accounts with the AI-enabled flag in the Legacy Portal.
- Chatbot Lifecycle: Users can delete chatbots directly from the interface, with support for multiple concurrent deletions.
- Prompt Management: The system now correctly replaces existing prompts when editing qualification criteria (Lead, Appointment, or Call Connect), preventing duplicate prompt injection.
AI Interaction Logic
- Interaction Guardrails: Includes logic for redundant questioning, 'must-ask' questions, and CTA button integration.
- Call Connect: The chatbot is configured to proactively offer call connect services and acknowledge visitor requests to initiate calls.
- Query Optimization (R&D): Pre-processing logic is being developed to leverage NLP (tokenization, sentiment analysis, NER) to minimize token costs before sending queries to OpenAI.
Ticket coverage
- CHAT-16360 — Increases server data request limit to 100 MB.
- CHAT-16375 — Enables chatbot deletion with support for multiple operations.
- CHAT-16397 — Introduces pre-built chatbot templates.
- CHAT-16402 — Removes RestSharp dependency from ApexChat.AI.
- CHAT-16405 — Establishes PoC foundational architecture.
- CHAT-16414 — Defines requirements for advanced AI interaction and guardrails.
- CHAT-16417 — Restricts GenAI section visibility based on Legacy Portal flags.
- CHAT-16428 — Fixes null value insertion errors in PreChatMessageLogs.
- CHAT-16429 — Resolves 'Video Greet' upload failures via Cloudflare key updates.
- CHAT-16737 — Fixes 417 error states and ensures DOM persistence during long interactions.
- CHAT-16751 — Ensures background creation of chatbots if initial request times out.
- CHAT-16752 — Enables proactive call connect offers and visitor request acknowledgment.
- CHAT-16754 — Prevents prompt duplication when editing qualification criteria.
- CHAT-16761 — Implements pre-processing of queries for token optimization.
Overview
This documentation covers recent architectural enhancements, infrastructure scaling, and feature updates for the ApexChat AI chatbot ecosystem. These updates focus on improving system reliability, managing AI feature access, and refining the chatbot interaction model.
Infrastructure and Configuration
- Request Limits: The server-side maximum data request length has been increased to 100 MB to accommodate larger file uploads and data payloads.
- Dependency Management: The
ApexChat.AIclient library has been refactored to remove the RestSharp dependency, resolving conflicts with legacy projects utilizing older library versions. - Video Uploads: Cloudflare integration has been updated to resolve failures in uploading 'Video Greet' assets within feature environments.
AI Feature Management
- Access Control: The Generative AI section in the New Portal is now gated. Visibility is restricted to accounts where the AI-enabled flag is active in the Legacy Portal.
- Chatbot Lifecycle: Users now have the capability to delete chatbots directly from the interface. The system supports multiple deletion operations per session.
AI Interaction Logic (In Development)
- Interaction Guardrails: Future updates include logic to prevent redundant questioning, support for 'must-ask' questions, call-connect hooks, and CTA button integration. The system will also provide JSON output to highlight collected data points.
Ticket coverage
- CHAT-16360 — Increases the server's maximum data request limit to 100 MB to support larger file transfers.
- CHAT-16375 — Enables users to delete chatbots, with fixes applied to ensure multiple deletions are supported.
- CHAT-16397 — Introduces pre-built chatbot templates to streamline bot creation.
- CHAT-16402 — Removes the RestSharp dependency from ApexChat.AI to prevent library version conflicts.
- CHAT-16405 — Establishes the foundational architecture for the PoC (Proof of Concept) phase.
- CHAT-16414 — Defines requirements for advanced AI interaction, including guardrails, CTA hooks, and data collection transparency.
- CHAT-16417 — Restricts visibility of the Generative AI section in the New Portal to accounts with the AI-enabled flag in the Legacy Portal.
- CHAT-16428 — Fixes a database error where null values were incorrectly being inserted into the 'Text' column of the PreChatMessageLogs table.
- CHAT-16429 — Resolves an issue preventing the successful upload of 'Video Greet' files by updating Cloudflare keys.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Business Category is a mandatory field during the chatbot creation process.
- Session expiration is determined by server-side timeout settings.
graph LR
A[User Accesses New Portal] --> B{AI Enabled?}
B -- No --> C[Hide GenAI Section]
B -- Yes --> D[Show GenAI Section]
D --> E[Manage Chatbots]
E --> F[Create Chatbot]
F --> F1{Timeout?}
F1 -- Yes --> F2[Background Creation]
F1 -- No --> F3[Immediate Creation]
F2 & F3 --> F4[Inject Business Category]
E --> G[Delete Chatbot]
E --> H[Edit Qualification/Prompts]
H --> H1[Replace Existing Prompt]
E --> I[Upload Assets/Video Greet]
J[Active Session] --> K{Session Expired?}
K -- Yes --> L[Trigger End Chat]
✎ This documentation has been manually edited.
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Overview
This documentation covers architectural enhancements, infrastructure scaling, and feature updates for the ApexChat AI chatbot ecosystem. These updates focus on improving system reliability, managing AI feature access, and refining the chatbot interaction model.
Infrastructure and Configuration
- Request Limits: The server-side maximum data request length has been increased to 100 MB to accommodate larger file uploads and data payloads.
- Dependency Management: The
ApexChat.AIclient library has been refactored to remove the RestSharp dependency, resolving conflicts with legacy projects. - Video Uploads: Cloudflare integration has been updated to resolve failures in uploading 'Video Greet' assets.
- Resilience & Error Handling: System stability has been improved to prevent 417 error states during long or irrelevant visitor interactions. The system now ensures visitor messages are maintained in the DOM even during service interruptions.
- Chatbot Creation Reliability: The system now ensures that chatbots are successfully created in the background even if the initial request times out, preventing orphaned creation states.
- Session Management: The system now triggers an 'End Chat' event automatically when a conversation session expires, ensuring resources are freed and visitor status is updated.
AI Feature Management
- Access Control: The Generative AI section in the New Portal is gated; visibility is restricted to accounts with the AI-enabled flag in the Legacy Portal.
- Chatbot Lifecycle: Users can delete chatbots directly from the interface, with support for multiple concurrent deletions.
- Prompt Management: The system now correctly replaces existing prompts when editing qualification criteria (Lead, Appointment, or Call Connect), preventing duplicate prompt injection.
- Business Context Injection: Upon chatbot creation, the system automatically injects the assigned 'Business Category' (Industry type) into the initial system prompt to improve AI relevance and response accuracy.
AI Interaction Logic
- Interaction Guardrails: Includes logic for redundant questioning, 'must-ask' questions, and CTA button integration.
- Call Connect: The chatbot is configured to proactively offer call connect services and acknowledge visitor requests to initiate calls.
- Query Optimization (R&D): Pre-processing logic is being developed to leverage NLP (tokenization, sentiment analysis, NER) to minimize token costs before sending queries to OpenAI.
Ticket coverage
- CHAT-16360 — Increases server data request limit to 100 MB.
- CHAT-16375 — Enables chatbot deletion with support for multiple operations.
- CHAT-16397 — Introduces pre-built chatbot templates.
- CHAT-16402 — Removes RestSharp dependency from ApexChat.AI.
- CHAT-16405 — Establishes PoC foundational architecture.
- CHAT-16414 — Defines requirements for advanced AI interaction and guardrails.
- CHAT-16417 — Restricts GenAI section visibility based on Legacy Portal flags.
- CHAT-16428 — Fixes null value insertion errors in PreChatMessageLogs.
- CHAT-16429 — Resolves 'Video Greet' upload failures via Cloudflare key updates.
- CHAT-16737 — Fixes 417 error states and ensures DOM persistence during long interactions.
- CHAT-16751 — Ensures background creation of chatbots if initial request times out.
- CHAT-16752 — Enables proactive call connect offers and visitor request acknowledgment.
- CHAT-16754 — Prevents prompt duplication when editing qualification criteria.
- CHAT-16761 — Implements pre-processing of queries for token optimization.
- CHAT-16817 — Implements automatic 'End Chat' logic upon session expiration.
- CHAT-16820 — Automatically injects Business Category into initial chatbot prompts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers architectural enhancements, infrastructure scaling, and feature updates for the ApexChat AI chatbot ecosystem. These updates focus on improving system reliability, managing AI feature access, and refining the chatbot interaction model.
Infrastructure and Configuration
- Request Limits: The server-side maximum data request length has been increased to 100 MB to accommodate larger file uploads and data payloads.
- Dependency Management: The
ApexChat.AIclient library has been refactored to remove the RestSharp dependency, resolving conflicts with legacy projects. - Video Uploads: Cloudflare integration has been updated to resolve failures in uploading 'Video Greet' assets.
- Resilience & Error Handling: System stability has been improved to prevent 417 error states during long or irrelevant visitor interactions. The system now ensures visitor messages are maintained in the DOM even during service interruptions.
- Chatbot Creation Reliability: The system now ensures that chatbots are successfully created in the background even if the initial request times out, preventing orphaned creation states.
- Session Management: The system now triggers an 'End Chat' event automatically when a conversation session expires, ensuring resources are freed and visitor status is updated.
AI Feature Management
- Access Control: The Generative AI section in the New Portal is gated; visibility is restricted to accounts with the AI-enabled flag in the Legacy Portal.
- Chatbot Lifecycle: Users can delete chatbots directly from the interface, with support for multiple concurrent deletions.
- Prompt Management: The system now correctly replaces existing prompts when editing qualification criteria (Lead, Appointment, or Call Connect), preventing duplicate prompt injection.
- Business Context Injection: Upon chatbot creation, the system automatically injects the assigned 'Business Category' (Industry type) into the initial system prompt to improve AI relevance and response accuracy.
AI Interaction Logic
- Interaction Guardrails: Includes logic for redundant questioning, 'must-ask' questions, and CTA button integration.
- Call Connect: The chatbot is configured to proactively offer call connect services and acknowledge visitor requests to initiate calls.
- Query Optimization (R&D): Pre-processing logic is being developed to leverage NLP (tokenization, sentiment analysis, NER) to minimize token costs before sending queries to OpenAI.
Ticket coverage
- CHAT-16360 — Increases server data request limit to 100 MB.
- CHAT-16375 — Enables chatbot deletion with support for multiple operations.
- CHAT-16397 — Introduces pre-built chatbot templates.
- CHAT-16402 — Removes RestSharp dependency from ApexChat.AI.
- CHAT-16405 — Establishes PoC foundational architecture.
- CHAT-16414 — Defines requirements for advanced AI interaction and guardrails.
- CHAT-16417 — Restricts GenAI section visibility based on Legacy Portal flags.
- CHAT-16428 — Fixes null value insertion errors in PreChatMessageLogs.
- CHAT-16429 — Resolves 'Video Greet' upload failures via Cloudflare key updates.
- CHAT-16737 — Fixes 417 error states and ensures DOM persistence during long interactions.
- CHAT-16751 — Ensures background creation of chatbots if initial request times out.
- CHAT-16752 — Enables proactive call connect offers and visitor request acknowledgment.
- CHAT-16754 — Prevents prompt duplication when editing qualification criteria.
- CHAT-16761 — Implements pre-processing of queries for token optimization.
- CHAT-16817 — Implements automatic 'End Chat' logic upon session expiration.
- CHAT-16820 — Automatically injects Business Category into initial chatbot prompts.
Chat Platform Translation Services
▶ 1 earlier version
▶ 3 assumptions
Overview
The Chat Platform Translation Service provides real-time language translation for agents interacting with visitors. This documentation addresses the system behavior when handling languages currently outside the supported scope (English and Spanish).
System Behavior
When an agent triggers the translation feature for a visitor communicating in an unsupported language (e.g., French), the system successfully translates the visitor's incoming message into the agent's preferred language (English). However, a defect exists where the system incorrectly defaults the agent's subsequent outgoing messages to the visitor's original unsupported language. This results in the visitor receiving responses in a language that may not align with the agent's capabilities or the platform's intended communication standards.
User Flow
- Visitor sends a message in an unsupported language.
- Agent clicks the 'Translate' button.
- System displays the translated message to the agent in English.
- Agent composes and sends a reply.
- System automatically detects the visitor's original language and forces the agent's reply into that unsupported language.
Business Rules and Constraints
- Supported languages are currently limited to English and Spanish.
- The translation engine must not auto-detect or force an unsupported language for agent replies.
- Agents are expected to communicate in English when the translation service cannot guarantee accurate bidirectional support for non-supported languages.
Ticket coverage
- CHAT-16406 — Fixes the issue where the system incorrectly forces agent replies into an unsupported language after the agent triggers translation for a non-supported visitor language.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system has a mechanism to identify the 'session language' at the start of the interaction.
- The 'Translate' button acts as a toggle that respects the session-locked language rather than re-triggering auto-detection.
- Ambiguous words like 'Fraime' are treated as noise rather than valid language triggers once a session is locked.
graph LR
A[Visitor sends message] --> B{Language identified?}
B -- Yes --> C[Lock language for session]
B -- No --> D[Translate to English]
C --> E[Agent sends reply]
D --> E
E --> F[System forces reply into locked language]
✎ This documentation has been manually edited.
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Overview
The Chat Platform Translation Service provides real-time language translation for agents interacting with visitors. This documentation addresses system behavior for supported languages (English and Spanish) and handling of unsupported languages or mid-session language detection errors.
System Behavior
- Language Persistence: Once a chat session is established in a supported language (e.g., Spanish), the system must lock the language for the duration of the session to prevent auto-detection drift caused by ambiguous or multi-lingual words.
- Unsupported Language Handling: When an agent triggers translation for an unsupported language, the system translates the visitor's message to English. The system must not auto-detect or force an unsupported language for agent replies.
- Mid-Session Language Changes: If a visitor requests a language change mid-session, the system must restrict translation outputs strictly to the supported language pair (English/Spanish). The system must ignore transient, ambiguous, or single-word inputs that might trigger incorrect language re-detection.
User Flow
- Visitor sends a message.
- System identifies language (or maintains session-locked language).
- Agent clicks 'Translate' if necessary.
- System displays translation to Agent in English.
- Agent sends reply; system ensures the reply is sent in the session-locked language (Spanish or English), preventing unauthorized language switching.
Business Rules and Constraints
- Supported languages: English and Spanish.
- Session Locking: Once a language is identified, it must persist for the entire session.
- Ambiguity Handling: The system must prioritize session-locked languages over auto-detection to prevent drift caused by words that appear in multiple languages.
- Agents must communicate in English if the translation service cannot guarantee accurate support.
Ticket coverage
- CHAT-16406 — Fixes the issue where the system incorrectly forces agent replies into an unsupported language after the agent triggers translation for a non-supported visitor language.
- CHAT-16733 — Implements session-based language locking to prevent mid-session language drift caused by ambiguous word detection.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Platform Translation Service provides real-time language translation for agents interacting with visitors. This documentation addresses system behavior for supported languages (English and Spanish) and handling of unsupported languages or mid-session language detection errors.
System Behavior
- Language Persistence: Once a chat session is established in a supported language (e.g., Spanish), the system must lock the language for the duration of the session to prevent auto-detection drift caused by ambiguous or multi-lingual words.
- Unsupported Language Handling: When an agent triggers translation for an unsupported language, the system translates the visitor's message to English. The system must not auto-detect or force an unsupported language for agent replies.
- Mid-Session Language Changes: If a visitor requests a language change mid-session, the system must restrict translation outputs strictly to the supported language pair (English/Spanish). The system must ignore transient, ambiguous, or single-word inputs that might trigger incorrect language re-detection.
User Flow
- Visitor sends a message.
- System identifies language (or maintains session-locked language).
- Agent clicks 'Translate' if necessary.
- System displays translation to Agent in English.
- Agent sends reply; system ensures the reply is sent in the session-locked language (Spanish or English), preventing unauthorized language switching.
Business Rules and Constraints
- Supported languages: English and Spanish.
- Session Locking: Once a language is identified, it must persist for the entire session.
- Ambiguity Handling: The system must prioritize session-locked languages over auto-detection to prevent drift caused by words that appear in multiple languages.
- Agents must communicate in English if the translation service cannot guarantee accurate support.
Ticket coverage
- CHAT-16406 — Fixes the issue where the system incorrectly forces agent replies into an unsupported language after the agent triggers translation for a non-supported visitor language.
- CHAT-16733 — Implements session-based language locking to prevent mid-session language drift caused by ambiguous word detection.
Appointment Scheduler Logic and Notifications
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system now suppresses third-party (Nylas) emails in favor of a centralized Apexchat/Blazeo notification. This ensures the visitor receives a single, comprehensive email containing all appointment details, including functional Reschedule and Cancel links.
White Glove Service and Lead Handling
Agents utilizing the Dashboard for White Glove scheduling can now process appointments that include Phone and Address fields without encountering system errors. The system correctly maps visitor timezones and ensures that lead data—including appointment timings—is accurately captured and transmitted, even after rescheduling events.
SMS and Web Integration
Appointment confirmations, cancellation notices, and rescheduling links are now automatically dispatched via SMS to the visitor's provided phone number. This applies to both web-initiated and SMS-initiated bookings, ensuring the visitor has immediate access to their appointment management tools.
Ticket coverage
- CHAT-16441 — Suppresses redundant Nylas emails and ensures visitors receive a single, complete Apexchat/Blazeo email with functional management links.
- CHAT-16443 — Resolves a JSON parsing error that prevented leads from being sent when an appointment was booked via the dashboard.
- CHAT-16452 — Addresses the requirement for agents to adjust timezones to match the visitor's local time during White Glove service sessions.
- CHAT-16453 — Fixes a system error occurring when booking appointments that include Phone and Address fields in the White Glove service flow.
- CHAT-16467 — Ensures that Phone and Address fields are correctly rendered on the booking page when accessed via an SMS chat link.
- CHAT-16468 — Enables automated SMS notifications for appointment confirmation, cancellation, and rescheduling for both web and SMS-based bookings.
- CHAT-16490 — Corrects data mapping issues where appointment timings were incorrectly displayed in the lead record after a reschedule event.
- CHAT-16491 — Fixes an email template bug where cancellation emails displayed the original appointment time instead of the updated, rescheduled time.
- CHAT-16489 — Resolves a null reference exception that caused lead submission failures during the appointment booking process.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'double reminder' issue for manual reminders (CHAT-16756) is a known external dependency on Nylas and is being tracked as a separate work item.
- The inability to unselect all availability slots (CHAT-16718) is accepted as standard Nylas Editor behavior.
- The timezone dropdown visibility (CHAT-16746) is context-dependent based on the user's navigation path.
graph LR
A[Booking Initiated] --> B{Validate Fields}
B --> C[Create Appointment]
C --> D[Apply Timezone/Settings]
D --> E[Send Apexchat Email & SMS]
E --> F[Update Lead Record]
F --> G[Reschedule/Cancel Logic]
G --> H[Update Lead & Send Corrected Notification]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) emails in favor of a centralized Apexchat/Blazeo notification. This ensures the visitor receives a single, comprehensive email containing all appointment details, including functional Reschedule and Cancel links.
Note: The system is currently addressing intermittent issues where manual reminder configurations may trigger duplicate notifications via Nylas. System messages and email reminders are synchronized to reflect the correct appointment time zone, ensuring consistency across all communication channels.
White Glove Service and Lead Handling
Agents utilizing the Dashboard for White Glove scheduling can now process appointments that include Phone and Address fields without encountering system errors. The system correctly maps visitor timezones and ensures that lead data—including appointment timings—is accurately captured and transmitted. The scheduling editor maintains configuration integrity, preventing settings from reverting to default values upon saving.
SMS and Web Integration
Appointment confirmations, cancellation notices, and rescheduling links are automatically dispatched via SMS. White label host domain links are now correctly rendered in confirmation emails to maintain branding consistency.
Ticket coverage
- CHAT-16441 — Suppresses redundant Nylas emails.
- CHAT-16443 — Resolves JSON parsing error for dashboard bookings.
- CHAT-16452 — Adjusts timezones for White Glove sessions.
- CHAT-16453 — Fixes system error for Phone/Address fields.
- CHAT-16467 — Corrects rendering of Phone/Address fields on SMS links.
- CHAT-16468 — Enables automated SMS notifications.
- CHAT-16490 — Corrects data mapping for rescheduled timings.
- CHAT-16491 — Fixes email template bug for cancellation times.
- CHAT-16489 — Resolves null reference exception in lead submission.
- CHAT-16696 — Fixes incorrect meeting times in reminders for Sales Reps.
- CHAT-16697 — Resolves invalid reminder times in emails.
- CHAT-16705 — Prevents appointment settings from reverting to default on save.
- CHAT-16706 — Ensures white label links display correctly in confirmation emails.
- CHAT-16718 — Confirmed default Nylas Editor behavior regarding availability slots.
- CHAT-16746 — Ensures participant timezone dropdown visibility.
- CHAT-16749 — Fixes double appointment reminders for default configurations.
- CHAT-16750 — Removes duplicate timezone display on Leads/Chats tabs.
- CHAT-16756 — Tracks ongoing investigation into manual reminder duplicate notifications.
- CHAT-16776 — Synchronizes system message timezones with appointment timezones.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) emails in favor of a centralized Apexchat/Blazeo notification. This ensures the visitor receives a single, comprehensive email containing all appointment details, including functional Reschedule and Cancel links.
Note: The system is currently addressing intermittent issues where manual reminder configurations may trigger duplicate notifications via Nylas. System messages and email reminders are synchronized to reflect the correct appointment time zone, ensuring consistency across all communication channels.
White Glove Service and Lead Handling
Agents utilizing the Dashboard for White Glove scheduling can now process appointments that include Phone and Address fields without encountering system errors. The system correctly maps visitor timezones and ensures that lead data—including appointment timings—is accurately captured and transmitted. The scheduling editor maintains configuration integrity, preventing settings from reverting to default values upon saving.
SMS and Web Integration
Appointment confirmations, cancellation notices, and rescheduling links are automatically dispatched via SMS. White label host domain links are now correctly rendered in confirmation emails to maintain branding consistency.
Ticket coverage
- CHAT-16441 — Suppresses redundant Nylas emails.
- CHAT-16443 — Resolves JSON parsing error for dashboard bookings.
- CHAT-16452 — Adjusts timezones for White Glove sessions.
- CHAT-16453 — Fixes system error for Phone/Address fields.
- CHAT-16467 — Corrects rendering of Phone/Address fields on SMS links.
- CHAT-16468 — Enables automated SMS notifications.
- CHAT-16490 — Corrects data mapping for rescheduled timings.
- CHAT-16491 — Fixes email template bug for cancellation times.
- CHAT-16489 — Resolves null reference exception in lead submission.
- CHAT-16696 — Fixes incorrect meeting times in reminders for Sales Reps.
- CHAT-16697 — Resolves invalid reminder times in emails.
- CHAT-16705 — Prevents appointment settings from reverting to default on save.
- CHAT-16706 — Ensures white label links display correctly in confirmation emails.
- CHAT-16718 — Confirmed default Nylas Editor behavior regarding availability slots.
- CHAT-16746 — Ensures participant timezone dropdown visibility.
- CHAT-16749 — Fixes double appointment reminders for default configurations.
- CHAT-16750 — Removes duplicate timezone display on Leads/Chats tabs.
- CHAT-16756 — Tracks ongoing investigation into manual reminder duplicate notifications.
- CHAT-16776 — Synchronizes system message timezones with appointment timezones.
Appointment Scheduler UI/UX
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, and navigation flow during the booking, cancellation, and rescheduling processes.
User Flow
- Booking Initiation: Users access the scheduler via chat or email. The interface now correctly displays contact details (Phone/Address).
- Interaction: Users perform actions such as booking, editing, or canceling. The system ensures the UI remains centered and responsive.
- Post-Action: Upon completion (e.g., cancellation), the system ensures proper navigation, such as closing the modal or redirecting the user to their email provider.
Key Features & Behaviors
- Data Display: The booking page now renders contact information, including phone numbers and physical addresses.
- Layout Consistency: All scheduler forms, including reschedule and cancel views, are now vertically and horizontally center-aligned within the viewport.
- Navigation: The "Return to Chat" button is consistently available post-booking. Cancellation flows now correctly close the modal or redirect the user.
- Error Handling: Resolved critical errors that previously occurred when editing or removing booking pages.
Ticket coverage
- CHAT-16439 — Ensures phone number and address information are correctly rendered on the initial booking page.
- CHAT-16440 — Restores the visibility of the "Return to Chat" button following a successful appointment booking.
- CHAT-16442 — Fixes alignment issues where the booking page was incorrectly positioned at the top-left; it now centers correctly.
- CHAT-16455 — Resolves a system error that occurred when users attempted to trigger the Edit action on a booking.
- CHAT-16488 — Fixes a critical error that prevented the successful removal of a booking page.
- CHAT-16492 — Removes unnecessary white space from the appointment reschedule URL to ensure link integrity.
- CHAT-16500 — Standardizes the vertical and horizontal center alignment of the scheduler form for both "New Tab" and email-based reschedule links.
- CHAT-16501 — Ensures the "Cancel Booking" page closes or redirects to the user's email account after a successful cancellation.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The custom subject line feature (CHAT-17072) will be implemented in the administrative settings panel.
- Dynamic placeholders for subject lines will be parsed server-side before email dispatch.
- The mobile fix (CHAT-17062) applies to all standard mobile browsers.
graph LR
A[Access Scheduler] --> B{Action}
B -->|Book| C[Select Date/Time]
C --> D[Display Details]
B -->|Edit/Reschedule| E[Center Aligned Form]
B -->|Cancel| F[Close/Redirect Page]
D --> G[Send Confirmation (Custom Subject)]
G --> H[Return to Chat]
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Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
User Flow
- Booking Initiation: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
- Interaction: Users select dates (mobile/desktop), book, edit, or cancel. The system ensures the UI remains centered and responsive.
- Post-Action: Upon completion, the system triggers confirmation emails (with customizable subjects) and handles navigation (closing modals or redirecting).
Key Features & Behaviors
- Data Display: Renders contact information and provides a dynamic date selection interface.
- Layout Consistency: Scheduler forms and calendar components are vertically and horizontally center-aligned across all viewports.
- Mobile Responsiveness: Date selection slots are fully optimized for mobile devices to ensure booking accessibility.
- Customization: Administrators can define custom subject lines for booking confirmation emails, supporting dynamic placeholders (e.g., Service Type, Date, Time).
- Navigation: The "Return to Chat" button is available post-booking. Cancellation flows redirect or close modals appropriately.
Ticket coverage
- CHAT-16439 — Renders phone number and address on the booking page.
- CHAT-16440 — Restores "Return to Chat" button visibility.
- CHAT-16442 — Fixes initial booking page alignment.
- CHAT-16455 — Resolves system error on Edit action.
- CHAT-16488 — Fixes booking page removal error.
- CHAT-16492 — Removes white space from reschedule URLs.
- CHAT-16500 — Standardizes center alignment for reschedule links.
- CHAT-16501 — Ensures correct post-cancellation redirection.
- CHAT-17026 — Corrects calendar component alignment to ensure it is centered rather than top-aligned.
- CHAT-17062 — Enables date selection slots on mobile devices.
- CHAT-17072 — Adds settings to customize booking confirmation email subject lines with dynamic placeholders.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
User Flow
- Booking Initiation: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
- Interaction: Users select dates (mobile/desktop), book, edit, or cancel. The system ensures the UI remains centered and responsive.
- Post-Action: Upon completion, the system triggers confirmation emails (with customizable subjects) and handles navigation (closing modals or redirecting).
Key Features & Behaviors
- Data Display: Renders contact information and provides a dynamic date selection interface.
- Layout Consistency: Scheduler forms and calendar components are vertically and horizontally center-aligned across all viewports.
- Mobile Responsiveness: Date selection slots are fully optimized for mobile devices to ensure booking accessibility.
- Customization: Administrators can define custom subject lines for booking confirmation emails, supporting dynamic placeholders (e.g., Service Type, Date, Time).
- Navigation: The "Return to Chat" button is available post-booking. Cancellation flows redirect or close modals appropriately.
Ticket coverage
- CHAT-16439 — Renders phone number and address on the booking page.
- CHAT-16440 — Restores "Return to Chat" button visibility.
- CHAT-16442 — Fixes initial booking page alignment.
- CHAT-16455 — Resolves system error on Edit action.
- CHAT-16488 — Fixes booking page removal error.
- CHAT-16492 — Removes white space from reschedule URLs.
- CHAT-16500 — Standardizes center alignment for reschedule links.
- CHAT-16501 — Ensures correct post-cancellation redirection.
- CHAT-17026 — Corrects calendar component alignment to ensure it is centered rather than top-aligned.
- CHAT-17062 — Enables date selection slots on mobile devices.
- CHAT-17072 — Adds settings to customize booking confirmation email subject lines with dynamic placeholders.
ai_chatbot_conversational_api
▶ 1 earlier version
▶ 2 assumptions
Overview
The Conversational AI Chatbot API provides a robust backend framework for managing business intelligence and interactive customer flows. It enables the chatbot to perform real-time data operations and execute complex service integrations such as appointment scheduling and direct call connections.
Core Capabilities
- Data Management APIs: Full CRUD (Create, Read, Update, Delete) support for business information, office working hours, physical locations, and FAQ databases.
- URL Data Extraction: Automated parsing and extraction of data from external URLs to feed the chatbot's knowledge base.
- Service Integration Flows:
- Appointment Scheduling: Allows users to book, modify, or confirm appointments directly through the chat interface.
- Call Connect: Enables the chatbot to trigger a direct voice connection between the user and a business representative.
User/System Flow
- Initialization: The system initializes via the base Conversational API services.
- Data Retrieval/Update: The chatbot queries the Business Info, FAQ, or Location APIs to provide context-aware responses.
- Action Execution:
- If the user requests an appointment, the system triggers the Appointment Schedule flow.
- If the user requests human assistance, the system triggers the Call Connect flow.
- Data Processing: The system utilizes the URL extraction API to ingest new information as required.
Ticket coverage
- CHAT-16486 — Integrates the appointment scheduling workflow into the conversational AI, allowing users to book slots directly via chat.
- CHAT-16487 — Implements the Call Connect feature, enabling the chatbot to initiate a direct voice call between the user and the business.
- CHAT-16493 — Establishes the foundational backend services and architecture for the Conversational API.
- CHAT-16494 — Adds functionality to extract and process data from provided URLs for chatbot knowledge enrichment.
- CHAT-16495 — Implements CRUD endpoints for managing core business information.
- CHAT-16496 — Implements CRUD endpoints for configuring and retrieving office working days and hours.
- CHAT-16497 — Implements CRUD endpoints for managing physical location data.
- CHAT-16498 — Implements CRUD endpoints for managing the FAQ knowledge base.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Proactive messaging is triggered by internal Bot service logic rather than a direct user request.
- The 'hooks' mentioned in CHAT-16892 refer to an API endpoint or event-driven architecture that allows the backend to push messages to the client-side chat interface.
graph LR
A[User Request] --> B{Intent Recognition}
B -->|Book Appointment| C[Appointment Schedule Flow]
B -->|Speak to Human| D[Call Connect Flow]
B -->|Query Info| E[Data API (FAQs/Location/Business)]
E --> F[Response]
G[Bot Service Logic] -->|Proactive Trigger| H[Visitor End Message]
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Overview
The Conversational AI Chatbot API provides a robust backend framework for managing business intelligence and interactive customer flows. It enables the chatbot to perform real-time data operations, execute complex service integrations such as appointment scheduling and direct call connections, and initiate proactive communication with visitors.
Core Capabilities
- Data Management APIs: Full CRUD (Create, Read, Update, Delete) support for business information, office working hours, physical locations, and FAQ databases.
- URL Data Extraction: Automated parsing and extraction of data from external URLs to feed the chatbot's knowledge base.
- Service Integration Flows:
- Appointment Scheduling: Allows users to book, modify, or confirm appointments directly through the chat interface.
- Call Connect: Enables the chatbot to trigger a direct voice connection between the user and a business representative.
- Proactive Messaging: Enables the Bot service to push messages directly to the visitor end, allowing for automated notifications or follow-ups.
User/System Flow
- Initialization: The system initializes via the base Conversational API services.
- Data Retrieval/Update: The chatbot queries the Business Info, FAQ, or Location APIs to provide context-aware responses.
- Action Execution:
- If the user requests an appointment, the system triggers the Appointment Schedule flow.
- If the user requests human assistance, the system triggers the Call Connect flow.
- If the system requires proactive engagement, the Bot service triggers a message push to the visitor.
- Data Processing: The system utilizes the URL extraction API to ingest new information as required.
Ticket coverage
- CHAT-16486 — Integrates the appointment scheduling workflow into the conversational AI, allowing users to book slots directly via chat.
- CHAT-16487 — Implements the Call Connect feature, enabling the chatbot to initiate a direct voice call between the user and the business.
- CHAT-16493 — Establishes the foundational backend services and architecture for the Conversational API.
- CHAT-16494 — Adds functionality to extract and process data from provided URLs for chatbot knowledge enrichment.
- CHAT-16495 — Implements CRUD endpoints for managing core business information.
- CHAT-16496 — Implements CRUD endpoints for configuring and retrieving office working days and hours.
- CHAT-16497 — Implements CRUD endpoints for managing physical location data.
- CHAT-16498 — Implements CRUD endpoints for managing the FAQ knowledge base.
- CHAT-16892 — Adds hooks for the Bot service to initiate messages directly to the visitor end.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Conversational AI Chatbot API provides a robust backend framework for managing business intelligence and interactive customer flows. It enables the chatbot to perform real-time data operations, execute complex service integrations such as appointment scheduling and direct call connections, and initiate proactive communication with visitors.
Core Capabilities
- Data Management APIs: Full CRUD (Create, Read, Update, Delete) support for business information, office working hours, physical locations, and FAQ databases.
- URL Data Extraction: Automated parsing and extraction of data from external URLs to feed the chatbot's knowledge base.
- Service Integration Flows:
- Appointment Scheduling: Allows users to book, modify, or confirm appointments directly through the chat interface.
- Call Connect: Enables the chatbot to trigger a direct voice connection between the user and a business representative.
- Proactive Messaging: Enables the Bot service to push messages directly to the visitor end, allowing for automated notifications or follow-ups.
User/System Flow
- Initialization: The system initializes via the base Conversational API services.
- Data Retrieval/Update: The chatbot queries the Business Info, FAQ, or Location APIs to provide context-aware responses.
- Action Execution:
- If the user requests an appointment, the system triggers the Appointment Schedule flow.
- If the user requests human assistance, the system triggers the Call Connect flow.
- If the system requires proactive engagement, the Bot service triggers a message push to the visitor.
- Data Processing: The system utilizes the URL extraction API to ingest new information as required.
Ticket coverage
- CHAT-16486 — Integrates the appointment scheduling workflow into the conversational AI, allowing users to book slots directly via chat.
- CHAT-16487 — Implements the Call Connect feature, enabling the chatbot to initiate a direct voice call between the user and the business.
- CHAT-16493 — Establishes the foundational backend services and architecture for the Conversational API.
- CHAT-16494 — Adds functionality to extract and process data from provided URLs for chatbot knowledge enrichment.
- CHAT-16495 — Implements CRUD endpoints for managing core business information.
- CHAT-16496 — Implements CRUD endpoints for configuring and retrieving office working days and hours.
- CHAT-16497 — Implements CRUD endpoints for managing physical location data.
- CHAT-16498 — Implements CRUD endpoints for managing the FAQ knowledge base.
- CHAT-16892 — Adds hooks for the Bot service to initiate messages directly to the visitor end.
AI Virtual Assistant (VA) Analytics Metrics
▶ 1 earlier version
▶ 3 assumptions
Overview
The AI Virtual Assistant (VA) Analytics suite provides real-time performance monitoring for automated customer interactions. This feature set enables administrators to track engagement volume, resolution efficacy, escalation patterns, and system responsiveness, facilitating data-driven resource allocation and AI training improvements.
Core Metrics
- Total Conversations: Tracks the aggregate volume of interactions handled by the AI VA. Includes trend comparison against previous periods and peak usage identification.
- Resolution Rate: Measures the percentage of conversations successfully concluded by the AI without human intervention or further user input.
- Escalation Rate: Monitors both the count and percentage of conversations transferred to live agents. Includes drill-down capabilities to identify root causes (e.g., complexity, system limits).
- Average Response Time: Calculates the mean duration for AI-generated responses, with support for time-of-day breakdowns to identify performance bottlenecks.
User Workflow
- Filter Selection: User selects a time range (e.g., past 24 hours, last 7 days, or custom range) via the dashboard interface.
- Data Processing: The system aggregates real-time interaction data based on the selected period.
- Visualization: Metrics are displayed as snapshots with trend comparisons against previous periods.
- Drill-Down: Users click on specific metrics (e.g., Escalation Rate) to view granular conversation logs and identify reasons for failure or transfer.
- Export: Users export the processed data for external reporting.
Business Rules & Constraints
- Real-time Updates: All metrics must reflect data with minimal latency.
- Data Integrity: Escalation metrics must clearly distinguish between AI-handled and agent-handled segments.
- Exportability: Total Conversations and Average Response Time metrics support data export.
Ticket coverage
- CHAT-16482 — Adds the Total Conversations metric to track interaction volume and peak usage times with period-over-period comparison.
- CHAT-16483 — Introduces the Resolution Rate percentage metric to measure AI independence and identify non-resolved conversation patterns.
- CHAT-16484 — Adds Escalation Rate (count and percentage) to monitor hand-offs to live agents and provides drill-down analysis for escalation causes.
- CHAT-16485 — Implements Average Response Time tracking to monitor system efficiency and identify performance bottlenecks.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Summarization Accuracy' metric is a new addition to the existing dashboard to track the resolution of CHAT-16887.
- Fine-tuning the model is a backend process triggered by flagging errors in the UI.
- The client requires a mechanism to report hallucinations directly through the analytics interface.
graph LR
A[Select Time Range] --> B[Aggregate Interaction Data]
B --> C[Display Metrics Dashboard]
C --> D{Drill-Down/Export}
D --> E[View Detailed Logs]
D --> F[Download Report]
D --> G[Flag Summarization Errors]
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Overview
The AI Virtual Assistant (VA) Analytics suite provides real-time performance monitoring for automated customer interactions. This feature set enables administrators to track engagement volume, resolution efficacy, escalation patterns, system responsiveness, and AI summarization accuracy, facilitating data-driven resource allocation and AI training improvements.
Core Metrics
- Total Conversations: Tracks the aggregate volume of interactions handled by the AI VA. Includes trend comparison against previous periods and peak usage identification.
- Resolution Rate: Measures the percentage of conversations successfully concluded by the AI without human intervention or further user input.
- Escalation Rate: Monitors both the count and percentage of conversations transferred to live agents. Includes drill-down capabilities to identify root causes (e.g., complexity, system limits).
- Average Response Time: Calculates the mean duration for AI-generated responses, with support for time-of-day breakdowns to identify performance bottlenecks.
- Summarization Accuracy: Monitors AI-generated conversation summaries for hallucination or misclassification errors. Includes a validation layer to ensure professional role identification and factual consistency.
User Workflow
- Filter Selection: User selects a time range (e.g., past 24 hours, last 7 days, or custom range) via the dashboard interface.
- Data Processing: The system aggregates real-time interaction data and generates AI summaries based on the selected period.
- Visualization: Metrics are displayed as snapshots with trend comparisons against previous periods.
- Drill-Down: Users click on specific metrics (e.g., Escalation Rate or Summarization Accuracy) to view granular conversation logs and identify reasons for failure, transfer, or hallucination.
- Validation/Correction: Users can flag incorrect summaries, triggering model fine-tuning processes to prevent future hallucinations.
- Export: Users export the processed data for external reporting.
Business Rules & Constraints
- Real-time Updates: All metrics must reflect data with minimal latency.
- Data Integrity: Escalation metrics must clearly distinguish between AI-handled and agent-handled segments. Summarization must adhere to strict role-identification protocols to avoid hallucinations.
- Exportability: Total Conversations, Average Response Time, and Summarization Accuracy metrics support data export.
Ticket coverage
- CHAT-16482 — Adds the Total Conversations metric to track interaction volume and peak usage times with period-over-period comparison.
- CHAT-16483 — Introduces the Resolution Rate percentage metric to measure AI independence and identify non-resolved conversation patterns.
- CHAT-16484 — Adds Escalation Rate (count and percentage) to monitor hand-offs to live agents and provides drill-down analysis for escalation causes.
- CHAT-16485 — Implements Average Response Time tracking to monitor system efficiency and identify performance bottlenecks.
- CHAT-16887 — Addresses AI hallucination in conversation summaries by implementing fine-tuning protocols to ensure accurate role identification and professional output.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Virtual Assistant (VA) Analytics suite provides real-time performance monitoring for automated customer interactions. This feature set enables administrators to track engagement volume, resolution efficacy, escalation patterns, system responsiveness, and AI summarization accuracy, facilitating data-driven resource allocation and AI training improvements.
Core Metrics
- Total Conversations: Tracks the aggregate volume of interactions handled by the AI VA. Includes trend comparison against previous periods and peak usage identification.
- Resolution Rate: Measures the percentage of conversations successfully concluded by the AI without human intervention or further user input.
- Escalation Rate: Monitors both the count and percentage of conversations transferred to live agents. Includes drill-down capabilities to identify root causes (e.g., complexity, system limits).
- Average Response Time: Calculates the mean duration for AI-generated responses, with support for time-of-day breakdowns to identify performance bottlenecks.
- Summarization Accuracy: Monitors AI-generated conversation summaries for hallucination or misclassification errors. Includes a validation layer to ensure professional role identification and factual consistency.
User Workflow
- Filter Selection: User selects a time range (e.g., past 24 hours, last 7 days, or custom range) via the dashboard interface.
- Data Processing: The system aggregates real-time interaction data and generates AI summaries based on the selected period.
- Visualization: Metrics are displayed as snapshots with trend comparisons against previous periods.
- Drill-Down: Users click on specific metrics (e.g., Escalation Rate or Summarization Accuracy) to view granular conversation logs and identify reasons for failure, transfer, or hallucination.
- Validation/Correction: Users can flag incorrect summaries, triggering model fine-tuning processes to prevent future hallucinations.
- Export: Users export the processed data for external reporting.
Business Rules & Constraints
- Real-time Updates: All metrics must reflect data with minimal latency.
- Data Integrity: Escalation metrics must clearly distinguish between AI-handled and agent-handled segments. Summarization must adhere to strict role-identification protocols to avoid hallucinations.
- Exportability: Total Conversations, Average Response Time, and Summarization Accuracy metrics support data export.
Ticket coverage
- CHAT-16482 — Adds the Total Conversations metric to track interaction volume and peak usage times with period-over-period comparison.
- CHAT-16483 — Introduces the Resolution Rate percentage metric to measure AI independence and identify non-resolved conversation patterns.
- CHAT-16484 — Adds Escalation Rate (count and percentage) to monitor hand-offs to live agents and provides drill-down analysis for escalation causes.
- CHAT-16485 — Implements Average Response Time tracking to monitor system efficiency and identify performance bottlenecks.
- CHAT-16887 — Addresses AI hallucination in conversation summaries by implementing fine-tuning protocols to ensure accurate role identification and professional output.
AI Virtual Assistant Omnichannel Integration: Facebook Messenger and Instagram Direct
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system utilizes a centralized backend to manage the AI VA logic across different social channels.
- Live agent escalation requires an existing integrated ticketing or chat management system.
- The 'tracking and analysis' mentioned refers to internal reporting tools within the Blazeo platform.
graph LR
A[User Message] --> B{AI VA Analysis}
B -->|Standard Query| C[AI Response]
B -->|Complex/Request| D[Live Agent Escalation]
C --> E[Interaction Logged]
D --> E
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Overview
The AI Virtual Assistant (VA) now supports direct integration with Facebook Messenger and Instagram Direct. This capability enables customers to receive automated support, resolve common queries, and interact with live agents directly within their preferred social messaging platforms.
User and System Flow
- Initiation: The user sends a message to the business's official Facebook or Instagram account.
- AI Processing: The AI VA receives the query, analyzes the intent, and retrieves contextually relevant information from the knowledge base.
- Response: The AI VA delivers a timely, text-based response to the user within the messaging interface.
- Escalation: If the AI determines the query is too complex or the user requests human assistance, the system triggers an escalation workflow to hand off the conversation to a live agent.
- Analytics: All interaction data, including response times and engagement metrics, are logged for performance tracking and service optimization.
Business Rules and Constraints
- Compliance: All integrations strictly adhere to GDPR and CCPA data protection regulations regarding user data handling.
- Escalation: The system must provide a seamless transition from AI to human agent to maintain service quality.
- Performance: Responses must be timely and accurate to ensure a high level of customer satisfaction.
Ticket coverage
- CHAT-16480 — Integrates the AI Virtual Assistant with Facebook Messenger to handle text-based support queries and live agent escalation.
- CHAT-16481 — Integrates the AI Virtual Assistant with Instagram Direct to provide automated support and seamless escalation to live agents.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Virtual Assistant (VA) now supports direct integration with Facebook Messenger and Instagram Direct. This capability enables customers to receive automated support, resolve common queries, and interact with live agents directly within their preferred social messaging platforms.
User and System Flow
- Initiation: The user sends a message to the business's official Facebook or Instagram account.
- AI Processing: The AI VA receives the query, analyzes the intent, and retrieves contextually relevant information from the knowledge base.
- Response: The AI VA delivers a timely, text-based response to the user within the messaging interface.
- Escalation: If the AI determines the query is too complex or the user requests human assistance, the system triggers an escalation workflow to hand off the conversation to a live agent.
- Analytics: All interaction data, including response times and engagement metrics, are logged for performance tracking and service optimization.
Business Rules and Constraints
- Compliance: All integrations strictly adhere to GDPR and CCPA data protection regulations regarding user data handling.
- Escalation: The system must provide a seamless transition from AI to human agent to maintain service quality.
- Performance: Responses must be timely and accurate to ensure a high level of customer satisfaction.
Ticket coverage
- CHAT-16480 — Integrates the AI Virtual Assistant with Facebook Messenger to handle text-based support queries and live agent escalation.
- CHAT-16481 — Integrates the AI Virtual Assistant with Instagram Direct to provide automated support and seamless escalation to live agents.
Chat Widget Performance and Compatibility
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent updates to the chat widget, focusing on browser compatibility, tracking integrity, and system observability. These improvements ensure the widget functions reliably across privacy-focused browsers, maintains clean integration configurations, and provides readable diagnostic data.
Browser Compatibility: Brave Browser
To ensure the chat widget functions in Brave Browser, users must explicitly allow third-party cookies and storage. Brave’s default privacy settings block these elements, which prevents the widget from initializing. Users must navigate to their browser settings to whitelist the site’s storage and cookie permissions for the widget to render correctly.
GA4 Tracking Integrity
The chat widget now enforces strict conditional loading for Google Tag Manager (GTM) tags. Previously, the GTM tag associated with GA4 tracking would load in the HTML head section regardless of the feature's activation status. The system now verifies the GA4 integration status before injecting the tag, preventing unnecessary script execution and reducing configuration confusion for clients not utilizing GA4.
System Observability: Log Formatting
To improve incident response and debugging, the internal logging system has been refactored to resolve issues with jumbled or malformed log entries. Logs are now structured to ensure readability, allowing the Operations team to effectively monitor widget performance and troubleshoot issues in production environments.
Ticket coverage
- CHAT-16446 — Documents the dependency on third-party cookie/storage settings for Brave Browser users to successfully load the chat widget.
- CHAT-16472 — Fixes an issue where the GA4-related GTM tag was incorrectly injected into the HTML head even when GA4 tracking was disabled.
- CHAT-16437 — Resolves a display issue where system logs were appearing jumbled, improving readability for the Operations team.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Windowed Standard mode requires specific CORS headers that were previously missing or misconfigured in the staging environment.
- The mobile initiation issue (CHAT-16982) and the message sending issue (CHAT-16972) are distinct bugs within the same display mode.
- The fix for CHAT-16982 covers both Android and iOS platforms as verified by QA.
graph LR
A[Initialize Widget] --> B{Check GA4 Enabled?}
B -- Yes --> C[Inject GTM Tag]
B -- No --> D[Proceed without GTM]
C --> E[Check Browser Privacy Settings]
D --> E
E -- Cookies Blocked --> F[Widget Fails to Load]
E -- Cookies Allowed --> G{Windowed Mode?}
G -- Yes --> H[Validate CORS & Session]
G -- No --> I[Render Standard Widget]
H --> J[Enable Send/Receive Functionality]
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Overview
This documentation covers recent updates to the chat widget, focusing on browser compatibility, tracking integrity, system observability, and stability improvements for the Windowed Standard display mode.
Browser Compatibility: Brave Browser
To ensure the chat widget functions in Brave Browser, users must explicitly allow third-party cookies and storage. Brave’s default privacy settings block these elements, which prevents the widget from initializing. Users must navigate to their browser settings to whitelist the site’s storage and cookie permissions for the widget to render correctly.
GA4 Tracking Integrity
The chat widget now enforces strict conditional loading for Google Tag Manager (GTM) tags. The system verifies the GA4 integration status before injecting the tag, preventing unnecessary script execution and reducing configuration confusion for clients not utilizing GA4.
Windowed Standard Mode Stability
Recent updates address critical stability issues identified in the 'Windowed Standard' display mode.
- Message Delivery: Resolved an issue where the send button became unresponsive in Windowed mode, preventing message transmission.
- CORS Configuration: Addressed Cross-Origin Resource Sharing (CORS) errors occurring in staging environments specifically when using Windowed mode.
- Mobile Initiation: Fixed a blocker preventing chat initiation on Android and iOS devices when Windowed mode is enabled.
System Observability: Log Formatting
To improve incident response and debugging, the internal logging system has been refactored to resolve issues with jumbled or malformed log entries. Logs are now structured to ensure readability, allowing the Operations team to effectively monitor widget performance and troubleshoot issues in production environments.
Ticket coverage
- CHAT-16446 — Documents the dependency on third-party cookie/storage settings for Brave Browser users to successfully load the chat widget.
- CHAT-16472 — Fixes an issue where the GA4-related GTM tag was incorrectly injected into the HTML head even when GA4 tracking was disabled.
- CHAT-16437 — Resolves a display issue where system logs were appearing jumbled, improving readability for the Operations team.
- CHAT-16972 — Resolves an unresponsiveness issue with the 'Send' button in Windowed Standard mode.
- CHAT-16976 — Fixes CORS-related errors encountered in staging environments while using Windowed mode.
- CHAT-16982 — Fixes a blocker preventing chat initiation on mobile devices (Android/iOS) when Windowed mode is enabled.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat widget, focusing on browser compatibility, tracking integrity, system observability, and stability improvements for the Windowed Standard display mode.
Browser Compatibility: Brave Browser
To ensure the chat widget functions in Brave Browser, users must explicitly allow third-party cookies and storage. Brave’s default privacy settings block these elements, which prevents the widget from initializing. Users must navigate to their browser settings to whitelist the site’s storage and cookie permissions for the widget to render correctly.
GA4 Tracking Integrity
The chat widget now enforces strict conditional loading for Google Tag Manager (GTM) tags. The system verifies the GA4 integration status before injecting the tag, preventing unnecessary script execution and reducing configuration confusion for clients not utilizing GA4.
Windowed Standard Mode Stability
Recent updates address critical stability issues identified in the 'Windowed Standard' display mode.
- Message Delivery: Resolved an issue where the send button became unresponsive in Windowed mode, preventing message transmission.
- CORS Configuration: Addressed Cross-Origin Resource Sharing (CORS) errors occurring in staging environments specifically when using Windowed mode.
- Mobile Initiation: Fixed a blocker preventing chat initiation on Android and iOS devices when Windowed mode is enabled.
System Observability: Log Formatting
To improve incident response and debugging, the internal logging system has been refactored to resolve issues with jumbled or malformed log entries. Logs are now structured to ensure readability, allowing the Operations team to effectively monitor widget performance and troubleshoot issues in production environments.
Ticket coverage
- CHAT-16446 — Documents the dependency on third-party cookie/storage settings for Brave Browser users to successfully load the chat widget.
- CHAT-16472 — Fixes an issue where the GA4-related GTM tag was incorrectly injected into the HTML head even when GA4 tracking was disabled.
- CHAT-16437 — Resolves a display issue where system logs were appearing jumbled, improving readability for the Operations team.
- CHAT-16972 — Resolves an unresponsiveness issue with the 'Send' button in Windowed Standard mode.
- CHAT-16976 — Fixes CORS-related errors encountered in staging environments while using Windowed mode.
- CHAT-16982 — Fixes a blocker preventing chat initiation on mobile devices (Android/iOS) when Windowed mode is enabled.
Chat Widget Compliance and Consent
▶ 3 earlier versions
▶ 2 assumptions
Overview
The Web-to-Text consent feature provides a compliance mechanism within the chat widget to obtain explicit user consent before initiating SMS communication. This ensures alignment with regulatory requirements regarding marketing and informational messaging.
User Flow
- The user initiates the Web-to-Text flow within the chat widget.
- The system displays a consent layover containing a checkbox and the required legal disclosure text.
- The user enters their phone number. The system validates the input; invalid formats trigger a red border error state.
- The user may choose to check the box to opt-in to SMS communication. The checkbox must remain unchecked by default.
- Upon clicking the submit/continue button, the system validates the input and opt-in status.
- If the user opted in, the system proceeds to SMS initiation and displays a confirmation message: 'You'll receive a text shortly. Continue here until you receive it, then reply to it to chat over text. This may take a few minutes.'
Business Rules and Constraints
- Optional Consent: The SMS opt-in checkbox is optional. Users are not required to opt-in to proceed with general chat interactions.
- Default State: The checkbox must not be pre-checked.
- Mandatory Disclosure: The consent text must explicitly state: 'By checking this box, I agree to receive marketing and informational text messages from [Company Name]. Message frequency may vary, and standard message and data rates may apply. Text HELP for assistance. Reply STOP to opt out of receiving SMS messages. For more details, see our Privacy Policy at [Link].'
- Data Privacy: SMS opt-in consent and collected phone numbers must not be shared with third parties or affiliates.
- Error Handling: Input fields for phone numbers and OTPs must highlight in red when an error occurs (e.g., invalid format).
- Legacy Compatibility: OTP validation mechanisms are gated to prevent UI disruption on legacy accounts.
- Carrier Compliance: The system supports routing for major carriers, including updated configurations for AT&T Email-to-Text services.
Ticket coverage
- CHAT-16445 — Adds a mandatory consent checkbox to the chat widget layover to capture user permission for Web-to-Text communication.
- CHAT-16562 — Updates the consent flow to make SMS opt-in optional, removes pre-checked status, updates legal disclosure language, and mandates privacy policy updates regarding data sharing.
- CHAT-17233 — Safeguards legacy account UI by preventing OTP validation conflicts.
- CHAT-17248 — Implements red-border error highlighting for SMS OTP and Web-to-Text input fields.
- CHAT-17256 — Fixes validation logic to ensure all valid phone numbers are accepted.
- CHAT-17257 — Reduces the length of the final system confirmation message for better UX.
- CHAT-17264 — Updates configurations to restore functionality for AT&T Email-to-Text services.
Overview
The Web-to-Text consent feature provides a compliance mechanism within the chat widget to obtain explicit user consent before initiating SMS communication. This ensures alignment with regulatory requirements regarding marketing and informational messaging.
User Flow
- The user initiates the Web-to-Text flow within the chat widget.
- The system displays a consent layover containing a checkbox and the required legal disclosure text.
- The user may choose to check the box to opt-in to SMS communication. The checkbox must remain unchecked by default.
- Upon clicking the submit/continue button, the system checks the opt-in status.
- If the user opted in, the system proceeds to SMS initiation. If the user did not opt in, the system proceeds without initiating SMS communication.
Business Rules and Constraints
- Optional Consent: The SMS opt-in checkbox is optional. Users are not required to opt-in to proceed with general chat interactions.
- Default State: The checkbox must not be pre-checked.
- Mandatory Disclosure: The consent text must explicitly state: 'By checking this box, I agree to receive marketing and informational text messages from [Company Name]. Message frequency may vary, and standard message and data rates may apply. Text HELP for assistance. Reply STOP to opt out of receiving SMS messages. For more details, see our Privacy Policy at [Link].'
- Data Privacy: SMS opt-in consent and collected phone numbers must not be shared with third parties or affiliates. This must be explicitly stated in the company's Privacy Policy.
- Compliance: The feature is designed to mitigate legal risks associated with unsolicited text messages.
Ticket coverage
- CHAT-16445 — Adds a mandatory consent checkbox to the chat widget layover to capture user permission for Web-to-Text communication.
- CHAT-16562 — Updates the consent flow to make SMS opt-in optional, removes pre-checked status, updates legal disclosure language, and mandates privacy policy updates regarding data sharing.
Overview
The Web-to-Text consent feature introduces a mandatory compliance mechanism within the chat widget layover. This functionality ensures that businesses obtain explicit user consent before initiating SMS or text-based communication, aligning with regulatory requirements for digital messaging.
User Flow
- The user initiates the Web-to-Text flow within the chat widget.
- The system displays a consent layover containing a checkbox and associated legal disclosure text.
- The user must manually check the box to acknowledge consent.
- Upon clicking the submit/continue button, the system validates that the checkbox is selected.
- If validated, the system proceeds to the text messaging initiation; otherwise, it prevents progression and displays an error message.
Business Rules and Constraints
- Mandatory Consent: The checkbox is a required field; users cannot proceed to the text messaging phase without active consent.
- Compliance: This feature is designed to mitigate legal risks associated with unsolicited text messages.
- UI Integration: The checkbox is integrated directly into the existing widget layover UI to minimize friction while maintaining compliance.
Ticket coverage
- CHAT-16445 — Adds a mandatory consent checkbox to the chat widget layover to capture user permission for Web-to-Text communication.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The [Company Name] is a dynamic variable pulled from the account configuration settings.
- The UI inconsistency mentioned in CHAT-17329 was caused by environment-specific configuration drift rather than a logic error.
graph LR
A[User initiates Web-to-Text] --> B[Display Consent Layover with Company Name]
B --> C[Input Phone Number]
C --> D{Valid Format?}
D -- No --> E[Highlight Field Red]
E --> C
D -- Yes --> F{Checkbox Checked?}
F -- Yes --> G[Proceed with SMS Enabled]
F -- No --> H[Proceed without SMS]
G --> I[Display Confirmation Message]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The Web-to-Text consent feature provides a compliance mechanism within the chat widget to obtain explicit user consent before initiating SMS communication. This ensures alignment with regulatory requirements regarding marketing and informational messaging.
User Flow
- The user initiates the Web-to-Text flow within the chat widget.
- The system displays a consent layover containing a checkbox and the required legal disclosure text, which dynamically pulls the configured [Company Name].
- The user enters their phone number. The system validates the input; invalid formats trigger a red border error state.
- The user may choose to check the box to opt-in to SMS communication. The checkbox must remain unchecked by default.
- Upon clicking the submit/continue button, the system validates the input and opt-in status.
- If the user opted in, the system proceeds to SMS initiation and displays a confirmation message: 'You'll receive a text shortly. Continue here until you receive it, then reply to it to chat over text. This may take a few minutes.'
Business Rules and Constraints
- Optional Consent: The SMS opt-in checkbox is optional. Users are not required to opt-in to proceed with general chat interactions.
- Default State: The checkbox must not be pre-checked.
- Mandatory Disclosure: The consent text must explicitly state: 'By checking this box, I agree to receive marketing and informational text messages from [Company Name]. Message frequency may vary, and standard message and data rates may apply. Text HELP for assistance. Reply STOP to opt out of receiving SMS messages. For more details, see our Privacy Policy at [Link].'
- UI Consistency: The [Company Name] displayed within the disclosure must be consistent across all environments (Stage, Beta, Production) to ensure legal compliance.
- Data Privacy: SMS opt-in consent and collected phone numbers must not be shared with third parties or affiliates.
- Error Handling: Input fields for phone numbers and OTPs must highlight in red when an error occurs (e.g., invalid format).
- Legacy Compatibility: OTP validation mechanisms are gated to prevent UI disruption on legacy accounts.
- Carrier Compliance: The system supports routing for major carriers, including updated configurations for AT&T Email-to-Text services.
Ticket coverage
- CHAT-16445 — Adds a mandatory consent checkbox to the chat widget layover to capture user permission for Web-to-Text communication.
- CHAT-16562 — Updates the consent flow to make SMS opt-in optional, removes pre-checked status, updates legal disclosure language, and mandates privacy policy updates regarding data sharing.
- CHAT-17233 — Safeguards legacy account UI by preventing OTP validation conflicts.
- CHAT-17248 — Implements red-border error highlighting for SMS OTP and Web-to-Text input fields.
- CHAT-17256 — Fixes validation logic to ensure all valid phone numbers are accepted.
- CHAT-17257 — Reduces the length of the final system confirmation message for better UX.
- CHAT-17264 — Updates configurations to restore functionality for AT&T Email-to-Text services.
- CHAT-17329 — Standardizes the [Company Name] display in the consent disclosure across all environments to resolve UI inconsistencies.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Web-to-Text consent feature provides a compliance mechanism within the chat widget to obtain explicit user consent before initiating SMS communication. This ensures alignment with regulatory requirements regarding marketing and informational messaging.
User Flow
- The user initiates the Web-to-Text flow within the chat widget.
- The system displays a consent layover containing a checkbox and the required legal disclosure text, which dynamically pulls the configured [Company Name].
- The user enters their phone number. The system validates the input; invalid formats trigger a red border error state.
- The user may choose to check the box to opt-in to SMS communication. The checkbox must remain unchecked by default.
- Upon clicking the submit/continue button, the system validates the input and opt-in status.
- If the user opted in, the system proceeds to SMS initiation and displays a confirmation message: 'You'll receive a text shortly. Continue here until you receive it, then reply to it to chat over text. This may take a few minutes.'
Business Rules and Constraints
- Optional Consent: The SMS opt-in checkbox is optional. Users are not required to opt-in to proceed with general chat interactions.
- Default State: The checkbox must not be pre-checked.
- Mandatory Disclosure: The consent text must explicitly state: 'By checking this box, I agree to receive marketing and informational text messages from [Company Name]. Message frequency may vary, and standard message and data rates may apply. Text HELP for assistance. Reply STOP to opt out of receiving SMS messages. For more details, see our Privacy Policy at [Link].'
- UI Consistency: The [Company Name] displayed within the disclosure must be consistent across all environments (Stage, Beta, Production) to ensure legal compliance.
- Data Privacy: SMS opt-in consent and collected phone numbers must not be shared with third parties or affiliates.
- Error Handling: Input fields for phone numbers and OTPs must highlight in red when an error occurs (e.g., invalid format).
- Legacy Compatibility: OTP validation mechanisms are gated to prevent UI disruption on legacy accounts.
- Carrier Compliance: The system supports routing for major carriers, including updated configurations for AT&T Email-to-Text services.
Ticket coverage
- CHAT-16445 — Adds a mandatory consent checkbox to the chat widget layover to capture user permission for Web-to-Text communication.
- CHAT-16562 — Updates the consent flow to make SMS opt-in optional, removes pre-checked status, updates legal disclosure language, and mandates privacy policy updates regarding data sharing.
- CHAT-17233 — Safeguards legacy account UI by preventing OTP validation conflicts.
- CHAT-17248 — Implements red-border error highlighting for SMS OTP and Web-to-Text input fields.
- CHAT-17256 — Fixes validation logic to ensure all valid phone numbers are accepted.
- CHAT-17257 — Reduces the length of the final system confirmation message for better UX.
- CHAT-17264 — Updates configurations to restore functionality for AT&T Email-to-Text services.
- CHAT-17329 — Standardizes the [Company Name] display in the consent disclosure across all environments to resolve UI inconsistencies.
Billing and Subscription Management
▶ 3 earlier versions
▶ 2 assumptions
Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation.
Core Capabilities
Subscription and Product Management
- Tiered and Metered Pricing: The system supports products with tiered pricing models and metered usage types.
- Custom Descriptions: Each subscription item associated with a metered usage type supports custom descriptions to ensure invoice clarity.
- Customer-Specific Pricing: The system supports differentiated pricing for the same product across different customer accounts.
- Legacy Pricing Synchronization: The system ensures that pricing configurations (tier vs. per-min) are correctly persisted and reflected in the UI for legacy accounts.
Billing and Invoicing
- Automated Reporting: The system eliminates manual minute-tracking by integrating voice dashboard data directly into the billing pipeline, allowing for automated invoice generation based on usage.
- Internal Access: Customer Success teams are granted role-based access to the billing section of client accounts to facilitate support and payment inquiries.
- Payment Processing: The system enables secure credit card payment collection over the phone or via SMS, ensuring PCI compliance by avoiding the storage of sensitive cardholder data within internal systems. Users can update their payment methods via the account portal, which interfaces directly with Stripe.
- Quote Management: The system supports the generation of onboarding quotes, requiring mandatory package selection to ensure valid invoice generation and prevent system errors.
- Terms and Conditions: All billing agreements include a mandatory clause stating that in the event of payment default, the customer is liable for all collection and legal fees.
Revenue Reconciliation
- QBO Integration: Invoice line items are mapped to specific QBO income accounts to provide a granular revenue breakdown by product.
Ticket coverage
- CHAT-16444 — Implements a C# POC for Stripe integration.
- CHAT-16448 — Establishes mapping between portal invoice line items and QBO income accounts.
- CHAT-16450 — Tracks product-specific start/stop dates for churn/upsell metrics.
- CHAT-16451 — Enables Customer Success team access to client billing sections.
- CHAT-16458 — Assigns unique pricing for the same product to different customers.
- CHAT-16461 — Automates voice billing process via usage data.
- CHAT-16462 — Secure mechanism for phone-based credit card payments.
- CHAT-16473 — Adds custom descriptions on subscription items.
- CHAT-16763 — Fixes UI bug regarding credit card save status.
- CHAT-16769 — Resolves 500 error in Stripe-integrated payment portal.
- CHAT-16943 — Fixes issue with pro-rated charges appearing in beta quotes.
- CHAT-16946 — Resolves UI bug where pricing radio buttons were not correctly marked for legacy accounts.
- CHAT-16949 — Implements mandatory package validation for quote creation to prevent 500 errors.
- CHAT-16957 — Updates terms and conditions to include liability for collection and legal fees.
Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation.
Core Capabilities
Subscription and Product Management
- Tiered and Metered Pricing: The system supports products with tiered pricing models and metered usage types.
- Custom Descriptions: Each subscription item associated with a metered usage type supports custom descriptions to ensure invoice clarity.
- Customer-Specific Pricing: The system supports differentiated pricing for the same product across different customer accounts.
Billing and Invoicing
- Automated Reporting: The system eliminates manual minute-tracking by integrating voice dashboard data directly into the billing pipeline, allowing for automated invoice generation based on usage.
- Internal Access: Customer Success teams are granted role-based access to the billing section of client accounts to facilitate support and payment inquiries.
- Payment Processing: The system enables secure credit card payment collection over the phone or via SMS, ensuring PCI compliance by avoiding the storage of sensitive cardholder data within internal systems. Users can update their payment methods via the account portal, which interfaces directly with Stripe to maintain security.
Revenue Reconciliation
- QBO Integration: Invoice line items are mapped to specific QBO income accounts to provide a granular revenue breakdown by product (e.g., Pro, Pro+, Chat Retainer, Voice Retainer).
Ticket coverage
- CHAT-16444 — Implements a C# POC for Stripe integration, covering product creation, metered pricing, and invoice generation.
- CHAT-16448 — Establishes mapping between portal invoice line items and QBO income accounts for accurate revenue reporting.
- CHAT-16450 — Defines the requirement to track product-specific start/stop dates to monitor churn and upsell metrics without relying on manual notes.
- CHAT-16451 — Enables Customer Success team access to client billing sections to assist with invoice-related queries.
- CHAT-16458 — Confirms the feasibility of assigning unique pricing for the same product to different customers within Stripe.
- CHAT-16461 — Automates the voice billing process by pulling usage data from the voice dashboard to generate invoices, replacing manual reporting.
- CHAT-16462 — Provides a secure mechanism for agents to accept credit card payments over the phone without storing sensitive data.
- CHAT-16473 — Adds functionality to include custom descriptions on subscription items for metered usage types to improve invoice transparency.
- CHAT-16763 — Fixes a UI bug where the account portal incorrectly indicated a credit card was saved when no data was entered during an update attempt.
- CHAT-16769 — Resolves a 500 error preventing users from accessing the Stripe-integrated payment update interface within the account portal.
Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation.
Core Capabilities
Subscription and Product Management
- Tiered and Metered Pricing: The system supports products with tiered pricing models and metered usage types.
- Custom Descriptions: Each subscription item associated with a metered usage type supports custom descriptions to ensure invoice clarity.
- Customer-Specific Pricing: The system supports differentiated pricing for the same product across different customer accounts.
Billing and Invoicing
- Automated Reporting: The system eliminates manual minute-tracking by integrating voice dashboard data directly into the billing pipeline, allowing for automated invoice generation based on usage.
- Internal Access: Customer Success teams are granted role-based access to the billing section of client accounts to facilitate support and payment inquiries.
- Payment Processing: The system enables secure credit card payment collection over the phone or via SMS, ensuring PCI compliance by avoiding the storage of sensitive cardholder data within internal systems.
Revenue Reconciliation
- QBO Integration: Invoice line items are mapped to specific QBO income accounts to provide a granular revenue breakdown by product (e.g., Pro, Pro+, Chat Retainer, Voice Retainer).
Ticket coverage
- CHAT-16444 — Implements a C# POC for Stripe integration, covering product creation, metered pricing, and invoice generation.
- CHAT-16448 — Establishes mapping between portal invoice line items and QBO income accounts for accurate revenue reporting.
- CHAT-16450 — Defines the requirement to track product-specific start/stop dates to monitor churn and upsell metrics without relying on manual notes.
- CHAT-16451 — Enables Customer Success team access to client billing sections to assist with invoice-related queries.
- CHAT-16458 — Confirms the feasibility of assigning unique pricing for the same product to different customers within Stripe.
- CHAT-16461 — Automates the voice billing process by pulling usage data from the voice dashboard to generate invoices, replacing manual reporting.
- CHAT-16462 — Provides a secure mechanism for agents to accept credit card payments over the phone without storing sensitive data.
- CHAT-16473 — Adds functionality to include custom descriptions on subscription items for metered usage types to improve invoice transparency.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The Billing Provider selection determines the routing of invoice generation and payment processing logic.
- The administrative product management tool (CHAT-17031) is intended for internal admin users, distinct from the Customer Success access mentioned in CHAT-16451.
graph LR
A[Usage Data] --> B[Stripe Metered Subscription]
B --> C[Invoice Generation]
C --> D[QBO Revenue Mapping]
E[Agent/System] --> F[Secure Payment Collection]
F --> G[Payment Confirmation]
H[User Account Portal] --> I[Stripe Payment Interface]
I --> F
J[Quote Creation] --> K{Package Selected?}
K -- No --> L[Validation Error]
K -- Yes --> M[Quote Generated]
N[Account Level] --> O{Billing Provider?}
O -- Portal --> P[Internal Billing Logic]
O -- Stripe --> B
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation. The system now supports multi-provider billing configurations at the account level.
Core Capabilities
Subscription and Product Management
- Tiered and Metered Pricing: The system supports products with tiered pricing models and metered usage types.
- Custom Descriptions: Each subscription item associated with a metered usage type supports custom descriptions to ensure invoice clarity.
- Customer-Specific Pricing: The system supports differentiated pricing for the same product across different customer accounts.
- Legacy Pricing Synchronization: The system ensures that pricing configurations (tier vs. per-min) are correctly persisted and reflected in the UI for legacy accounts.
- Product/Feature Administration: Admins can create, update, and manage the catalog of available features and products directly within the system.
Billing and Invoicing
- Billing Provider Configuration: Accounts can be configured to use either the internal 'Portal' or 'Stripe' as their primary billing provider, allowing for flexible payment routing.
- Automated Reporting: The system eliminates manual minute-tracking by integrating voice dashboard data directly into the billing pipeline, allowing for automated invoice generation based on usage.
- Internal Access: Customer Success teams are granted role-based access to the billing section of client accounts to facilitate support and payment inquiries.
- Payment Processing: The system enables secure credit card payment collection over the phone or via SMS, ensuring PCI compliance by avoiding the storage of sensitive cardholder data within internal systems. Users can update their payment methods via the account portal, which interfaces directly with Stripe.
- Quote Management: The system supports the generation of onboarding quotes, requiring mandatory package selection to ensure valid invoice generation and prevent system errors.
- Terms and Conditions: All billing agreements include a mandatory clause stating that in the event of payment default, the customer is liable for all collection and legal fees.
Revenue Reconciliation
- QBO Integration: Invoice line items are mapped to specific QBO income accounts to provide a granular revenue breakdown by product.
Ticket coverage
- CHAT-16444 — Implements a C# POC for Stripe integration.
- CHAT-16448 — Establishes mapping between portal invoice line items and QBO income accounts.
- CHAT-16450 — Tracks product-specific start/stop dates for churn/upsell metrics.
- CHAT-16451 — Enables Customer Success team access to client billing sections.
- CHAT-16458 — Assigns unique pricing for the same product to different customers.
- CHAT-16461 — Automates voice billing process via usage data.
- CHAT-16462 — Secure mechanism for phone-based credit card payments.
- CHAT-16473 — Adds custom descriptions on subscription items.
- CHAT-16763 — Fixes UI bug regarding credit card save status.
- CHAT-16769 — Resolves 500 error in Stripe-integrated payment portal.
- CHAT-16943 — Fixes issue with pro-rated charges appearing in beta quotes.
- CHAT-16946 — Resolves UI bug where pricing radio buttons were not correctly marked for legacy accounts.
- CHAT-16949 — Implements mandatory package validation for quote creation to prevent 500 errors.
- CHAT-16957 — Updates terms and conditions to include liability for collection and legal fees.
- CHAT-17030 — Adds account-level Billing Provider selection (Portal vs. Stripe).
- CHAT-17031 — Implements administrative interface for adding and updating products/features.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation. The system now supports multi-provider billing configurations at the account level.
Core Capabilities
Subscription and Product Management
- Tiered and Metered Pricing: The system supports products with tiered pricing models and metered usage types.
- Custom Descriptions: Each subscription item associated with a metered usage type supports custom descriptions to ensure invoice clarity.
- Customer-Specific Pricing: The system supports differentiated pricing for the same product across different customer accounts.
- Legacy Pricing Synchronization: The system ensures that pricing configurations (tier vs. per-min) are correctly persisted and reflected in the UI for legacy accounts.
- Product/Feature Administration: Admins can create, update, and manage the catalog of available features and products directly within the system.
Billing and Invoicing
- Billing Provider Configuration: Accounts can be configured to use either the internal 'Portal' or 'Stripe' as their primary billing provider, allowing for flexible payment routing.
- Automated Reporting: The system eliminates manual minute-tracking by integrating voice dashboard data directly into the billing pipeline, allowing for automated invoice generation based on usage.
- Internal Access: Customer Success teams are granted role-based access to the billing section of client accounts to facilitate support and payment inquiries.
- Payment Processing: The system enables secure credit card payment collection over the phone or via SMS, ensuring PCI compliance by avoiding the storage of sensitive cardholder data within internal systems. Users can update their payment methods via the account portal, which interfaces directly with Stripe.
- Quote Management: The system supports the generation of onboarding quotes, requiring mandatory package selection to ensure valid invoice generation and prevent system errors.
- Terms and Conditions: All billing agreements include a mandatory clause stating that in the event of payment default, the customer is liable for all collection and legal fees.
Revenue Reconciliation
- QBO Integration: Invoice line items are mapped to specific QBO income accounts to provide a granular revenue breakdown by product.
Ticket coverage
- CHAT-16444 — Implements a C# POC for Stripe integration.
- CHAT-16448 — Establishes mapping between portal invoice line items and QBO income accounts.
- CHAT-16450 — Tracks product-specific start/stop dates for churn/upsell metrics.
- CHAT-16451 — Enables Customer Success team access to client billing sections.
- CHAT-16458 — Assigns unique pricing for the same product to different customers.
- CHAT-16461 — Automates voice billing process via usage data.
- CHAT-16462 — Secure mechanism for phone-based credit card payments.
- CHAT-16473 — Adds custom descriptions on subscription items.
- CHAT-16763 — Fixes UI bug regarding credit card save status.
- CHAT-16769 — Resolves 500 error in Stripe-integrated payment portal.
- CHAT-16943 — Fixes issue with pro-rated charges appearing in beta quotes.
- CHAT-16946 — Resolves UI bug where pricing radio buttons were not correctly marked for legacy accounts.
- CHAT-16949 — Implements mandatory package validation for quote creation to prevent 500 errors.
- CHAT-16957 — Updates terms and conditions to include liability for collection and legal fees.
- CHAT-17030 — Adds account-level Billing Provider selection (Portal vs. Stripe).
- CHAT-17031 — Implements administrative interface for adding and updating products/features.
System Health and Monitoring Documentation
▶ 2 earlier versions
▶ 2 assumptions
Overview
This documentation covers system health monitoring initiatives, including automated connector validation, stability fixes for reporting, chat widget services, and handling of SMS-routed chat edge cases.
Automated Connector Health Checks
To prevent data loss (e.g., lead capture failures in Facebook connectors), the system implements a daily automated health check. This process proactively monitors the status of all active third-party connectors. If a connector is identified as non-functional, the system triggers an automated recovery sequence to restore connectivity without manual intervention.
Transcript Reporting Stability
The Transcript Report module is designed to aggregate chat data over user-defined date ranges. Current system behavior indicates intermittent failures when processing reports spanning more than two days. Users should note that this issue is currently under investigation for environmental inconsistencies, as it is reproducible in production but not in local or staging environments.
Chat Widget Configuration and Reliability
The chat widget supports single-company key integration per URL.
- Business Rule: The system does not support the use of multiple company keys on a single website URL.
- Behavior: If multiple keys are detected, the widget may fail to render enquiry options or terminate sessions prematurely upon user interaction.
SMS Chat Attachment Handling
When a visitor initiates an SMS chat by sending an attachment (image or file) without accompanying text, the system previously failed to assign the chat correctly, leading to call connection issues. The system now automatically detects attachment-only initial messages and inserts a placeholder text string to ensure the chat is successfully created and assigned to an agent.
API Performance Optimization
Recent performance investigations identified an issue where the Group Availability API was failing to populate the AgentIds field due to an incorrect string.Join() implementation. This has been addressed to ensure accurate agent availability reporting.
Ticket coverage
- CHAT-16463 — Introduces daily automated health checks for all system connectors to detect and resolve connectivity failures automatically.
- CHAT-16454 — Tracks intermittent failures in the Transcript Report module when generating data for periods exceeding two days.
- CHAT-16447 — Addresses and clarifies constraints regarding multi-company key usage on single URLs.
- CHAT-16714 — Resolves performance issues and data population failures in the Group Availability API by correcting the
AgentIdsfield processing. - CHAT-16772 — Implements a fix for SMS-routed chats where attachment-only initial messages caused assignment failures by injecting placeholder text.
Overview
This documentation covers system health monitoring initiatives, including automated connector validation and stability fixes for reporting and chat widget services.
Automated Connector Health Checks
To prevent data loss (e.g., lead capture failures in Facebook connectors), the system implements a daily automated health check. This process proactively monitors the status of all active third-party connectors. If a connector is identified as non-functional, the system triggers an automated recovery sequence to restore connectivity without manual intervention.
Transcript Reporting Stability
The Transcript Report module is designed to aggregate chat data over user-defined date ranges. Current system behavior indicates intermittent failures when processing reports spanning more than two days. Users should note that this issue is currently under investigation for environmental inconsistencies, as it is reproducible in production but not in local or staging environments.
Chat Widget Configuration and Reliability
The chat widget supports single-company key integration per URL.
- Business Rule: The system does not support the use of multiple company keys on a single website URL.
- Behavior: If multiple keys are detected, the widget may fail to render enquiry options or terminate sessions prematurely upon user interaction (e.g., switching tabs).
Ticket coverage
- CHAT-16463 — Introduces daily automated health checks for all system connectors to detect and resolve connectivity failures automatically.
- CHAT-16454 — Tracks intermittent failures in the Transcript Report module when generating data for periods exceeding two days.
- CHAT-16447 — Addresses and clarifies constraints regarding multi-company key usage on single URLs, which causes chat widget UI failures and session termination.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The CSS fix for CHAT-17252 is applied globally to the EP Iframe component to ensure consistency across all partner websites.
- The white space issue was specifically related to the layout container of the chat widget iframe.
graph LR
A[Incoming SMS Chat] --> B{Contains Text?}
B -- Yes --> C[Standard Assignment]
B -- No --> D{Contains Attachment?}
D -- Yes --> E[Inject Placeholder Text]
E --> C
D -- No --> F[Discard/Error]
G[EP Iframe Load] --> H{Detect White Space}
H -- Yes --> I[Apply CSS Fix]
I --> J[Render Widget Correctly]
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Overview
This documentation covers system health monitoring initiatives, including automated connector validation, stability fixes for reporting, chat widget services, SMS-routed chat edge cases, and UI rendering adjustments for embedded components.
Automated Connector Health Checks
To prevent data loss (e.g., lead capture failures in Facebook connectors), the system implements a daily automated health check. This process proactively monitors the status of all active third-party connectors. If a connector is identified as non-functional, the system triggers an automated recovery sequence to restore connectivity without manual intervention.
Transcript Reporting Stability
The Transcript Report module is designed to aggregate chat data over user-defined date ranges. Current system behavior indicates intermittent failures when processing reports spanning more than two days. Users should note that this issue is currently under investigation for environmental inconsistencies, as it is reproducible in production but not in local or staging environments.
Chat Widget Configuration and Reliability
The chat widget supports single-company key integration per URL.
- Business Rule: The system does not support the use of multiple company keys on a single website URL.
- Behavior: If multiple keys are detected, the widget may fail to render enquiry options or terminate sessions prematurely upon user interaction.
- UI Rendering: The widget utilizes an EP Iframe for integration. CSS adjustments have been implemented to resolve unintended white space issues that previously occurred during iframe rendering on partner websites.
SMS Chat Attachment Handling
When a visitor initiates an SMS chat by sending an attachment (image or file) without accompanying text, the system previously failed to assign the chat correctly, leading to call connection issues. The system now automatically detects attachment-only initial messages and inserts a placeholder text string to ensure the chat is successfully created and assigned to an agent.
API Performance Optimization
Recent performance investigations identified an issue where the Group Availability API was failing to populate the AgentIds field due to an incorrect string.Join() implementation. This has been addressed to ensure accurate agent availability reporting.
Ticket coverage
- CHAT-16463 — Introduces daily automated health checks for all system connectors to detect and resolve connectivity failures automatically.
- CHAT-16454 — Tracks intermittent failures in the Transcript Report module when generating data for periods exceeding two days.
- CHAT-16447 — Addresses and clarifies constraints regarding multi-company key usage on single URLs.
- CHAT-16714 — Resolves performance issues and data population failures in the Group Availability API by correcting the
AgentIdsfield processing. - CHAT-16772 — Implements a fix for SMS-routed chats where attachment-only initial messages caused assignment failures by injecting placeholder text.
- CHAT-17252 — Resolves UI rendering issues involving unintended white space caused by the EP Iframe integration on partner websites.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers system health monitoring initiatives, including automated connector validation, stability fixes for reporting, chat widget services, SMS-routed chat edge cases, and UI rendering adjustments for embedded components.
Automated Connector Health Checks
To prevent data loss (e.g., lead capture failures in Facebook connectors), the system implements a daily automated health check. This process proactively monitors the status of all active third-party connectors. If a connector is identified as non-functional, the system triggers an automated recovery sequence to restore connectivity without manual intervention.
Transcript Reporting Stability
The Transcript Report module is designed to aggregate chat data over user-defined date ranges. Current system behavior indicates intermittent failures when processing reports spanning more than two days. Users should note that this issue is currently under investigation for environmental inconsistencies, as it is reproducible in production but not in local or staging environments.
Chat Widget Configuration and Reliability
The chat widget supports single-company key integration per URL.
- Business Rule: The system does not support the use of multiple company keys on a single website URL.
- Behavior: If multiple keys are detected, the widget may fail to render enquiry options or terminate sessions prematurely upon user interaction.
- UI Rendering: The widget utilizes an EP Iframe for integration. CSS adjustments have been implemented to resolve unintended white space issues that previously occurred during iframe rendering on partner websites.
SMS Chat Attachment Handling
When a visitor initiates an SMS chat by sending an attachment (image or file) without accompanying text, the system previously failed to assign the chat correctly, leading to call connection issues. The system now automatically detects attachment-only initial messages and inserts a placeholder text string to ensure the chat is successfully created and assigned to an agent.
API Performance Optimization
Recent performance investigations identified an issue where the Group Availability API was failing to populate the AgentIds field due to an incorrect string.Join() implementation. This has been addressed to ensure accurate agent availability reporting.
Ticket coverage
- CHAT-16463 — Introduces daily automated health checks for all system connectors to detect and resolve connectivity failures automatically.
- CHAT-16454 — Tracks intermittent failures in the Transcript Report module when generating data for periods exceeding two days.
- CHAT-16447 — Addresses and clarifies constraints regarding multi-company key usage on single URLs.
- CHAT-16714 — Resolves performance issues and data population failures in the Group Availability API by correcting the
AgentIdsfield processing. - CHAT-16772 — Implements a fix for SMS-routed chats where attachment-only initial messages caused assignment failures by injecting placeholder text.
- CHAT-17252 — Resolves UI rendering issues involving unintended white space caused by the EP Iframe integration on partner websites.
CRM and Integration Services
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers the CRM and Integration Services module, focusing on Twilio SMS management, external CRM connectivity, and calendar synchronization capabilities.
Twilio SMS Management
The system provides integrated SMS capabilities via Twilio. To ensure reliable communication, the system monitors the status of Twilio phone numbers.
SMS Status and Error Handling
- Verification: Twilio numbers must maintain a 'Verified' status to send messages.
- Expiration Handling: If a Twilio number expires, the CRM portal prevents message dispatch. The system is designed to display an explicit notification to the user when a number is expired, prompting the user to purchase a new number to restore service.
CRM and Calendar Integration
Users can centralize data management by connecting external CRMs and calendar services directly through the portal.
Integration Workflow
- Selection: Users browse the list of supported CRM and calendar providers.
- Configuration: Guided setup wizards assist in establishing secure, bidirectional connections.
- Synchronization: Data is synchronized in real-time between the portal and the external service.
- Troubleshooting: Integrated error handling tools are available to resolve synchronization conflicts.
Ticket coverage
- CHAT-16438 — Improved the Twilio SMS verification process through coordination with Twilio support to stabilize number status updates.
- CHAT-16457 — Implemented error notification logic to alert users when a Twilio number has expired, preventing failed message delivery attempts.
- CHAT-16477 — Introduced a framework for external CRM integration, enabling secure, real-time bidirectional data synchronization.
- CHAT-16466 — Initiated the development of a full calendar management solution to allow deep integration with customer calendars.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy admin portal' is the primary interface for configuration settings.
- The Warm Transfer feature requires specific Twilio account-level approval which has already been obtained.
- The '925 number' mentioned in the ticket is the default system-wide masking number.
graph LR
A[User Selects Integration] --> B[Guided Configuration Setup]
B --> C{Connection Valid?}
C -- Yes --> D[Real-time Data Sync]
C -- No --> E[Display Error/Troubleshooting]
F[Admin Enables Warm Transfer Flag] --> G[Call Connect Initiated]
G --> H{Flag Enabled?}
H -- Yes --> I[Pass Visitor/Business Numbers Directly]
H -- No --> J[Use Masked 925 Number]
✎ This documentation has been manually edited.
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Overview
This documentation covers the CRM and Integration Services module, focusing on Twilio SMS management, Call Connect functionality, external CRM connectivity, and calendar synchronization capabilities.
Twilio SMS Management
The system provides integrated SMS capabilities via Twilio. To ensure reliable communication, the system monitors the status of Twilio phone numbers.
SMS Status and Error Handling
- Verification: Twilio numbers must maintain a 'Verified' status to send messages.
- Expiration Handling: If a Twilio number expires, the CRM portal prevents message dispatch. The system is designed to display an explicit notification to the user when a number is expired, prompting the user to purchase a new number to restore service.
Call Connect Management
The Call Connect feature facilitates communication between visitors and businesses.
Caller ID and Warm Transfer
To improve transparency, the system supports Twilio's Warm Transfer feature, allowing businesses to see the visitor's actual phone number instead of a masked system number.
- Configuration: Administrators can enable this via the 'Use the visitor and business phone number in Call connect' flag located under the Call Connect tab in the legacy admin portal.
- Scope: When enabled, this applies to all call connect types, including live agents, operators, scriptbots, and AI chatbots. This setting overrides other configurations such as call connect overrides or host-level numbers.
CRM and Calendar Integration
Users can centralize data management by connecting external CRMs and calendar services directly through the portal.
Integration Workflow
- Selection: Users browse the list of supported CRM and calendar providers.
- Configuration: Guided setup wizards assist in establishing secure, bidirectional connections.
- Synchronization: Data is synchronized in real-time between the portal and the external service.
- Troubleshooting: Integrated error handling tools are available to resolve synchronization conflicts.
Ticket coverage
- CHAT-16438 — Improved the Twilio SMS verification process through coordination with Twilio support to stabilize number status updates.
- CHAT-16457 — Implemented error notification logic to alert users when a Twilio number has expired, preventing failed message delivery attempts.
- CHAT-16477 — Introduced a framework for external CRM integration, enabling secure, real-time bidirectional data synchronization.
- CHAT-16466 — Initiated the development of a full calendar management solution to allow deep integration with customer calendars.
- CHAT-16924 — Added support for Twilio Warm Transfer, allowing businesses to view the visitor's actual phone number during Call Connect sessions via a new admin portal toggle.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the CRM and Integration Services module, focusing on Twilio SMS management, Call Connect functionality, external CRM connectivity, and calendar synchronization capabilities.
Twilio SMS Management
The system provides integrated SMS capabilities via Twilio. To ensure reliable communication, the system monitors the status of Twilio phone numbers.
SMS Status and Error Handling
- Verification: Twilio numbers must maintain a 'Verified' status to send messages.
- Expiration Handling: If a Twilio number expires, the CRM portal prevents message dispatch. The system is designed to display an explicit notification to the user when a number is expired, prompting the user to purchase a new number to restore service.
Call Connect Management
The Call Connect feature facilitates communication between visitors and businesses.
Caller ID and Warm Transfer
To improve transparency, the system supports Twilio's Warm Transfer feature, allowing businesses to see the visitor's actual phone number instead of a masked system number.
- Configuration: Administrators can enable this via the 'Use the visitor and business phone number in Call connect' flag located under the Call Connect tab in the legacy admin portal.
- Scope: When enabled, this applies to all call connect types, including live agents, operators, scriptbots, and AI chatbots. This setting overrides other configurations such as call connect overrides or host-level numbers.
CRM and Calendar Integration
Users can centralize data management by connecting external CRMs and calendar services directly through the portal.
Integration Workflow
- Selection: Users browse the list of supported CRM and calendar providers.
- Configuration: Guided setup wizards assist in establishing secure, bidirectional connections.
- Synchronization: Data is synchronized in real-time between the portal and the external service.
- Troubleshooting: Integrated error handling tools are available to resolve synchronization conflicts.
Ticket coverage
- CHAT-16438 — Improved the Twilio SMS verification process through coordination with Twilio support to stabilize number status updates.
- CHAT-16457 — Implemented error notification logic to alert users when a Twilio number has expired, preventing failed message delivery attempts.
- CHAT-16477 — Introduced a framework for external CRM integration, enabling secure, real-time bidirectional data synchronization.
- CHAT-16466 — Initiated the development of a full calendar management solution to allow deep integration with customer calendars.
- CHAT-16924 — Added support for Twilio Warm Transfer, allowing businesses to view the visitor's actual phone number during Call Connect sessions via a new admin portal toggle.
Portal UI and Dashboard Enhancements Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The Webpack theme configuration is intended for developer-level customization rather than end-user runtime theme switching.
- The AI Smart Dashboard uses a pre-defined set of data connectors for sources like sales and performance metrics.
- The chat widget is persistent across all portal pages.
graph LR
A[User Input] --> B{Feature Selection}
B -->|Chat| C[AI Chat Widget]
B -->|Dashboard| D[AI Smart Dashboard]
C --> E[Knowledge Base/Agent Escalation]
D --> F[Prompt Configuration]
F --> G[Dynamic Rendering]
G --> H[Drag-and-Drop Layout]
✎ This documentation has been manually edited.
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No manual edit history yet.
Overview
This update introduces a modernized, AI-driven experience for the New Portal, focusing on theme customization, intelligent user assistance, and dynamic data visualization.
Theme Configuration (CHAT-16456)
The platform now supports centralized theme management via Webpack. This allows developers to define and inject custom CSS variables, branding assets, and layout configurations at build time, ensuring consistent UI styling across the portal.
AI-Based Chat Widget (CHAT-16478)
The AI Chat Widget serves as an intelligent assistant integrated directly into the portal interface.
User Flow
- User opens the chat widget from the portal navigation.
- User submits a query via text input.
- The AI processes the request against the knowledge base.
- The system provides a real-time response, including links to resources or navigation guides.
- If the query remains unresolved, the user can trigger an escalation to a human agent.
AI Smart Dashboard (CHAT-16479)
The Smart Dashboard allows users to generate custom data visualizations using natural language prompts.
User Flow
- User initiates dashboard creation via the 'Create' prompt interface.
- User selects data source, timeframe, filters, and visualization type.
- The system renders the visualization in real-time.
- User arranges widgets using drag-and-drop functionality.
- User saves the configuration for future access or sharing.
Business Rules and Constraints
- Chat: Must support multi-language responses and maintain accessibility standards across all device types.
- Dashboard: Must handle large datasets with optimized rendering; supports saving, editing, and sharing of custom views.
Ticket coverage
- CHAT-16456 — Implements a Webpack-based theme configuration system for centralized UI styling.
- CHAT-16478 — Integrates an AI-powered chat widget for automated support, knowledge base access, and human escalation.
- CHAT-16479 — Adds an AI-driven dashboard builder that enables users to create, customize, and share data visualizations via natural language prompts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update introduces a modernized, AI-driven experience for the New Portal, focusing on theme customization, intelligent user assistance, and dynamic data visualization.
Theme Configuration (CHAT-16456)
The platform now supports centralized theme management via Webpack. This allows developers to define and inject custom CSS variables, branding assets, and layout configurations at build time, ensuring consistent UI styling across the portal.
AI-Based Chat Widget (CHAT-16478)
The AI Chat Widget serves as an intelligent assistant integrated directly into the portal interface.
User Flow
- User opens the chat widget from the portal navigation.
- User submits a query via text input.
- The AI processes the request against the knowledge base.
- The system provides a real-time response, including links to resources or navigation guides.
- If the query remains unresolved, the user can trigger an escalation to a human agent.
AI Smart Dashboard (CHAT-16479)
The Smart Dashboard allows users to generate custom data visualizations using natural language prompts.
User Flow
- User initiates dashboard creation via the 'Create' prompt interface.
- User selects data source, timeframe, filters, and visualization type.
- The system renders the visualization in real-time.
- User arranges widgets using drag-and-drop functionality.
- User saves the configuration for future access or sharing.
Business Rules and Constraints
- Chat: Must support multi-language responses and maintain accessibility standards across all device types.
- Dashboard: Must handle large datasets with optimized rendering; supports saving, editing, and sharing of custom views.
Ticket coverage
- CHAT-16456 — Implements a Webpack-based theme configuration system for centralized UI styling.
- CHAT-16478 — Integrates an AI-powered chat widget for automated support, knowledge base access, and human escalation.
- CHAT-16479 — Adds an AI-driven dashboard builder that enables users to create, customize, and share data visualizations via natural language prompts.
Data Management and AI Infrastructure Enhancements
⚠ Why confidence is low
65%
- The tickets are primarily high-level placeholders or task descriptions with minimal technical implementation details.
- CHAT-16465 and CHAT-16459 lack specific functional requirements or acceptance criteria.
- The relationship between the 'customer query' feature and the 'AI Call Quality' feature is inferred rather than explicitly defined.
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'crawler' mentioned in CHAT-16459 is intended to run as a background service rather than a real-time user-triggered action.
- The ChatGPT integration in CHAT-16464 is intended to serve as both a query engine and a feedback loop for internal support knowledge bases.
- The database tables created in CHAT-16475 are relational and designed to support the specific AI profiles mentioned in CHAT-16465.
graph LR
A[Customer Query] --> B{ChatGPT Analysis}
B --> C[Retrieve Data Insights]
B --> D[Log Question for Support]
E[Crawler] --> F{Check Website Code}
F --> G[Report Broken FB Links]
H[Call System] --> I[AI Quality Scoring]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
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Overview
This documentation covers the recent infrastructure and data management enhancements designed to automate manual verification processes, enable customer-driven data insights, and establish the foundational database architecture for AI-driven conversational features.
Database Architecture
To support advanced AI capabilities, the system now includes dedicated database tables for:
- Pre-chat Profile Configuration: Stores user-specific settings and parameters required before a chat session initiates.
- AI Profile Configurations: Manages the behavioral and operational settings for AI agents, ensuring consistent performance and personalization.
Automated Verification and AI Integration
- Code Verification: The system is transitioning from manual website code checks to an automated crawler-based solution. This includes specific logic to detect and report broken Facebook links, reducing manual overhead for the operations team.
- AI Call Quality Scoring: A new solution is under development to leverage AI for evaluating call quality, providing objective metrics for performance monitoring.
- Customer Data Insights: Customers are granted the ability to query their own data. The system includes a placeholder mechanism to integrate ChatGPT, which tracks common user questions to refine future chat interactions and internal support documentation.
Ticket coverage
- CHAT-16459 — Implements an automated crawler to replace manual website code verification and adds error handling for broken Facebook links.
- CHAT-16464 — Introduces a customer-facing data query interface and a placeholder for ChatGPT integration to track and analyze common user questions.
- CHAT-16465 — Initiates the development of an AI-driven solution for automated call quality scoring.
- CHAT-16475 — Establishes the core database schema for pre-chat and AI profile configurations to support conversational AI features.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the recent infrastructure and data management enhancements designed to automate manual verification processes, enable customer-driven data insights, and establish the foundational database architecture for AI-driven conversational features.
Database Architecture
To support advanced AI capabilities, the system now includes dedicated database tables for:
- Pre-chat Profile Configuration: Stores user-specific settings and parameters required before a chat session initiates.
- AI Profile Configurations: Manages the behavioral and operational settings for AI agents, ensuring consistent performance and personalization.
Automated Verification and AI Integration
- Code Verification: The system is transitioning from manual website code checks to an automated crawler-based solution. This includes specific logic to detect and report broken Facebook links, reducing manual overhead for the operations team.
- AI Call Quality Scoring: A new solution is under development to leverage AI for evaluating call quality, providing objective metrics for performance monitoring.
- Customer Data Insights: Customers are granted the ability to query their own data. The system includes a placeholder mechanism to integrate ChatGPT, which tracks common user questions to refine future chat interactions and internal support documentation.
Ticket coverage
- CHAT-16459 — Implements an automated crawler to replace manual website code verification and adds error handling for broken Facebook links.
- CHAT-16464 — Introduces a customer-facing data query interface and a placeholder for ChatGPT integration to track and analyze common user questions.
- CHAT-16465 — Initiates the development of an AI-driven solution for automated call quality scoring.
- CHAT-16475 — Establishes the core database schema for pre-chat and AI profile configurations to support conversational AI features.
Portal UI Branding and UX Updates
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent updates to the Portal UI, focusing on terminology standardization, theme customization, and navigation improvements.
Terminology Standardization
To align with organizational branding, the system-wide role title 'Account Manager' has been renamed to 'Success Professional'. This change is reflected across all UI elements, including the Company tab in both Legacy and New Portals for internal Vendormax users. A new column has been added to the Company tab to explicitly display this role.
Theme Customization and Display
Users can now select the 'Rounded Dynamic Plus' theme style within the theme settings. This addition supports the latest UI design standards. Furthermore, the New Portal now synchronizes theme previews with the Legacy Portal.
Theme Preview Flow
- Navigate to Settings > Appearance Setting > Widget Editor.
- Access the Preview Section.
- Any modifications made to the theme in the Legacy Portal are reflected in real-time within the New Portal preview window.
Navigation Fixes
The 'Learn More' button located on the New Portal home page has been updated to point to the correct, functional URL, resolving previous broken link issues.
Ticket coverage
- CHAT-16502 — Renames 'Account Manager' to 'Success Professional' system-wide and adds a dedicated role column in the Company tab for internal users.
- CHAT-17184 — Enables real-time synchronization of theme previews between the Legacy and New Portals within the Widget Editor.
- CHAT-16560 — Introduces the 'Rounded Dynamic Plus' option in theme settings to support updated theme styles.
- CHAT-16558 — Updates the destination URL for the 'Learn More' button on the New Portal home page to ensure it is no longer broken.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Pre-chat Greeting' fix applies to the New Portal widget environment.
- The 'Invitation Messaging' fix is specific to the Chatbot Configuration module within the Portal UI.
- The 'Success Professional' role change is strictly for internal Vendormax users as per the original documentation.
graph LR
A[Legacy Portal Theme Change] --> B{Real-time Sync}
B --> C[New Portal Widget Editor]
C --> D[Preview Section Update]
E[User Selects Greeting] --> F[Save Selection]
F --> G[Display in Chat Window]
H[Configuration Page] --> I[Send Invitation] --> J[Success/Error Handling]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers recent updates to the Portal UI, focusing on terminology standardization, theme customization, navigation improvements, and chat configuration stability.
Terminology Standardization
To align with organizational branding, the system-wide role title 'Account Manager' has been renamed to 'Success Professional'. This change is reflected across all UI elements, including the Company tab in both Legacy and New Portals for internal Vendormax users. A new column has been added to the Company tab to explicitly display this role.
Theme Customization and Display
Users can now select the 'Rounded Dynamic Plus' theme style within the theme settings. This addition supports the latest UI design standards. Furthermore, the New Portal now synchronizes theme previews with the Legacy Portal.
Theme Preview Flow
- Navigate to Settings > Appearance Setting > Widget Editor.
- Access the Preview Section.
- Any modifications made to the theme in the Legacy Portal are reflected in real-time within the New Portal preview window.
Navigation and Chat Configuration Fixes
- Home Page Navigation: The 'Learn More' button on the New Portal home page has been updated to point to the correct, functional URL.
- Pre-chat Greeting: The system now correctly persists the user's selected greeting message option in the pre-chat widget, ensuring the flow continues without requiring re-selection.
- Invitation Messaging: Resolved an issue where sending an invitation message from the Chatbot Configuration page triggered an unexpected error. Users can now successfully dispatch invitations.
Ticket coverage
- CHAT-16502 — Renames 'Account Manager' to 'Success Professional' system-wide and adds a dedicated role column in the Company tab for internal users.
- CHAT-17184 — Enables real-time synchronization of theme previews between the Legacy and New Portals within the Widget Editor.
- CHAT-16560 — Introduces the 'Rounded Dynamic Plus' option in theme settings to support updated theme styles.
- CHAT-16558 — Updates the destination URL for the 'Learn More' button on the New Portal home page to ensure it is no longer broken.
- CHAT-16704 — Fixes a bug where pre-chat greeting message selections were not being saved, ensuring persistent user preferences.
- CHAT-16739 — Resolves an error occurring when sending invitation messages via the Chatbot Configuration page.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Portal UI, focusing on terminology standardization, theme customization, navigation improvements, and chat configuration stability.
Terminology Standardization
To align with organizational branding, the system-wide role title 'Account Manager' has been renamed to 'Success Professional'. This change is reflected across all UI elements, including the Company tab in both Legacy and New Portals for internal Vendormax users. A new column has been added to the Company tab to explicitly display this role.
Theme Customization and Display
Users can now select the 'Rounded Dynamic Plus' theme style within the theme settings. This addition supports the latest UI design standards. Furthermore, the New Portal now synchronizes theme previews with the Legacy Portal.
Theme Preview Flow
- Navigate to Settings > Appearance Setting > Widget Editor.
- Access the Preview Section.
- Any modifications made to the theme in the Legacy Portal are reflected in real-time within the New Portal preview window.
Navigation and Chat Configuration Fixes
- Home Page Navigation: The 'Learn More' button on the New Portal home page has been updated to point to the correct, functional URL.
- Pre-chat Greeting: The system now correctly persists the user's selected greeting message option in the pre-chat widget, ensuring the flow continues without requiring re-selection.
- Invitation Messaging: Resolved an issue where sending an invitation message from the Chatbot Configuration page triggered an unexpected error. Users can now successfully dispatch invitations.
Ticket coverage
- CHAT-16502 — Renames 'Account Manager' to 'Success Professional' system-wide and adds a dedicated role column in the Company tab for internal users.
- CHAT-17184 — Enables real-time synchronization of theme previews between the Legacy and New Portals within the Widget Editor.
- CHAT-16560 — Introduces the 'Rounded Dynamic Plus' option in theme settings to support updated theme styles.
- CHAT-16558 — Updates the destination URL for the 'Learn More' button on the New Portal home page to ensure it is no longer broken.
- CHAT-16704 — Fixes a bug where pre-chat greeting message selections were not being saved, ensuring persistent user preferences.
- CHAT-16739 — Resolves an error occurring when sending invitation messages via the Chatbot Configuration page.
Self-Service Onboarding Flow
▶ 1 earlier version
▶ 3 assumptions
Overview
The self-service onboarding flow enables rapid customer acquisition through automated provisioning, interactive product demonstrations, and seamless account tier upgrades. This suite of features is designed to reduce friction for new users and provide educational resources directly within the portal.
User Flow
- Discovery & Demo: New users access the product overview/demo to understand core functionality.
- Sign-up & Provisioning: Users initiate the sign-up process, triggering automated account provisioning.
- Trial Period: Users enter a "try for free" state with immediate access to platform features.
- Education: Users access the integrated video library for guided tutorials on Reports, Onboarding, and CRM.
- Automated Upgrade: The system monitors usage and triggers an automated upgrade from self-service to bot or live chat tiers without requiring human intervention.
Business Rules & Constraints
- Auto-Provisioning: Accounts are created instantly upon successful sign-up validation.
- Upgrade Logic: Upgrades are triggered programmatically based on predefined usage thresholds or feature engagement.
- Content Hosting: The portal supports internal video hosting and provides a mechanism for partners to upload and manage their own customer-facing content.
Ticket coverage
- CHAT-16503 — Implements automated account provisioning and a "try for free" trial mechanism for new self-service customers.
- CHAT-16504 — Introduces a product demo/overview module to streamline the sign-up experience for new users.
- CHAT-16505 — Enables automated account tier upgrades from self-service to bot or live chat functionality without manual intervention.
- CHAT-16506 — Adds a video tutorial library within the portal covering Reports, Onboarding, and CRM, with support for partner-uploaded content.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Package' selection step occurs immediately after the initial sign-up trigger but before final provisioning.
- The 'AI Chatbot Type' selection is a UI-gated requirement that prevents the submission of the provisioning request if left empty.
- The legacy database migration query mentioned in CHAT-17448 has been successfully executed in the production environment.
graph LR
A[User Access Demo] --> B[Sign-up & Select Package]
B --> C[Select Account Type]
C --> D{Is AI Chatbot?}
D -- Yes --> E[Select AI Chatbot Type]
D -- No --> F[Auto-Provisioning]
E --> F
F --> G[Try for Free Trial]
G --> H[Video Tutorials]
H --> I[Automated Upgrade Trigger]
I --> J[Bot/Live Chat Tier]
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Overview
The self-service onboarding flow enables rapid customer acquisition through automated provisioning, interactive product demonstrations, and seamless account tier upgrades. This suite of features is designed to reduce friction for new users and provide educational resources directly within the portal.
User Flow
- Discovery & Demo: New users access the product overview/demo to understand core functionality.
- Sign-up & Package Selection: Users initiate sign-up. During quote creation, users are now required to select a specific package to ensure system stability.
- Account Configuration: Users define their Account Type. If 'AI Chatbot' is selected, the user must explicitly choose an 'AI Chatbot Type' to proceed.
- Provisioning: The system performs automated account provisioning based on the validated package and account type.
- Trial Period: Users enter a "try for free" state with immediate access to platform features.
- Education: Users access the integrated video library for guided tutorials on Reports, Onboarding, and CRM.
- Automated Upgrade: The system monitors usage and triggers an automated upgrade from self-service to bot or live chat tiers without requiring human intervention.
Business Rules & Constraints
- Package Requirement: A package selection is mandatory for all new quotes to prevent 500 errors. Existing legacy quotes are exempt from this requirement.
- Account Type Integration: The 'AI Chatbot-enabled' flag and 'AI Chatbot Type' have been merged. Selecting 'AI Chatbot' as the Account Type triggers a mandatory requirement to select a specific AI Chatbot Type.
- Auto-Provisioning: Accounts are created instantly upon successful sign-up validation.
- Upgrade Logic: Upgrades are triggered programmatically based on predefined usage thresholds or feature engagement.
- Content Hosting: The portal supports internal video hosting and provides a mechanism for partners to upload and manage their own customer-facing content.
Ticket coverage
- CHAT-16503 — Implements automated account provisioning and a "try for free" trial mechanism for new self-service customers.
- CHAT-16504 — Introduces a product demo/overview module to streamline the sign-up experience for new users.
- CHAT-16505 — Enables automated account tier upgrades from self-service to bot or live chat functionality without manual intervention.
- CHAT-16506 — Adds a video tutorial library within the portal covering Reports, Onboarding, and CRM, with support for partner-uploaded content.
- CHAT-17404 — Mandates package selection for new quotes to prevent system errors, while providing user-friendly validation messages.
- CHAT-17448 — Merges AI Chatbot-enabled flag with Account Type, requiring a specific AI Chatbot Type selection when the AI Chatbot account type is chosen.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The self-service onboarding flow enables rapid customer acquisition through automated provisioning, interactive product demonstrations, and seamless account tier upgrades. This suite of features is designed to reduce friction for new users and provide educational resources directly within the portal.
User Flow
- Discovery & Demo: New users access the product overview/demo to understand core functionality.
- Sign-up & Package Selection: Users initiate sign-up. During quote creation, users are now required to select a specific package to ensure system stability.
- Account Configuration: Users define their Account Type. If 'AI Chatbot' is selected, the user must explicitly choose an 'AI Chatbot Type' to proceed.
- Provisioning: The system performs automated account provisioning based on the validated package and account type.
- Trial Period: Users enter a "try for free" state with immediate access to platform features.
- Education: Users access the integrated video library for guided tutorials on Reports, Onboarding, and CRM.
- Automated Upgrade: The system monitors usage and triggers an automated upgrade from self-service to bot or live chat tiers without requiring human intervention.
Business Rules & Constraints
- Package Requirement: A package selection is mandatory for all new quotes to prevent 500 errors. Existing legacy quotes are exempt from this requirement.
- Account Type Integration: The 'AI Chatbot-enabled' flag and 'AI Chatbot Type' have been merged. Selecting 'AI Chatbot' as the Account Type triggers a mandatory requirement to select a specific AI Chatbot Type.
- Auto-Provisioning: Accounts are created instantly upon successful sign-up validation.
- Upgrade Logic: Upgrades are triggered programmatically based on predefined usage thresholds or feature engagement.
- Content Hosting: The portal supports internal video hosting and provides a mechanism for partners to upload and manage their own customer-facing content.
Ticket coverage
- CHAT-16503 — Implements automated account provisioning and a "try for free" trial mechanism for new self-service customers.
- CHAT-16504 — Introduces a product demo/overview module to streamline the sign-up experience for new users.
- CHAT-16505 — Enables automated account tier upgrades from self-service to bot or live chat functionality without manual intervention.
- CHAT-16506 — Adds a video tutorial library within the portal covering Reports, Onboarding, and CRM, with support for partner-uploaded content.
- CHAT-17404 — Mandates package selection for new quotes to prevent system errors, while providing user-friendly validation messages.
- CHAT-17448 — Merges AI Chatbot-enabled flag with Account Type, requiring a specific AI Chatbot Type selection when the AI Chatbot account type is chosen.
Conversational AI API Backend Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The '4 endpoints' mentioned in CHAT-16555 refer to standard business entity management similar to the other CRUD tickets.
- The system uses a relational database for the persistence layer.
- RAG integration is handled as a background service triggered by the prompt generation process.
graph LR
A[Admin Configures Business Data] --> B[Scrape Website & Generate JSON Prompts]
B --> C[Persist Prompts to DB]
C --> D[Visitor Starts Chat Session]
D --> E[Load Prompt & Initialize Agent]
E --> F[SignalR Real-time Exchange]
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Overview
The Conversational AI API Backend provides a robust framework for deploying intelligent, RAG-enabled AI agents. It supports multi-LLM integration (OpenAI, Mistral, Llama, HuggingFace), real-time communication via SignalR, and comprehensive management of business-specific knowledge bases.
System Flow
- Configuration: Administrators define business parameters (locations, working days, business info) and configure qualification criteria (lead, call connect, appointment scheduling) via CRUD endpoints.
- Knowledge Base Initialization: The system scrapes website data to generate structured JSON prompts, which are persisted in the database.
- Session Initiation: A visitor initiates a chat session. The system loads the relevant prompt from the database to initialize the AI agent.
- Real-time Interaction: The visitor and AI agent exchange messages via SignalR, with the agent utilizing RAG to provide context-aware responses.
Business Rules & Constraints
- Persistence: All chat sessions, bot configurations, and company business data must be stored in the persistence layer.
- Communication: Real-time message delivery is handled exclusively through SignalR.
- Data Integrity: CRUD operations are enforced for all business entities to ensure the AI agent has accurate, up-to-date company information.
Ticket coverage
- CHAT-16507 — Establishes the core framework for AI agent services, including multi-LLM support and RAG integration.
- CHAT-16508 — Implements the minimal API base structure required for the backend services.
- CHAT-16517 — Integrates SignalR to enable real-time, bidirectional communication between visitors and the AI agent.
- CHAT-16518 — Adds CRUD endpoints for managing company working days.
- CHAT-16520 — Adds CRUD endpoints for managing company locations.
- CHAT-16521 — Adds CRUD endpoints for managing core company business information.
- CHAT-16522 — Adds CRUD endpoints for managing 'must ask' questions for the AI agent.
- CHAT-16523 — Adds CRUD endpoints for managing lead qualification criteria.
- CHAT-16524 — Adds CRUD endpoints for managing call connect qualification criteria.
- CHAT-16525 — Adds CRUD endpoints for managing appointment scheduling qualification criteria.
- CHAT-16539 — Implements the persistence layer for storing structured JSON prompt data generated from company info.
- CHAT-16555 — Implements additional CRUD operations for four unspecified business endpoints.
- CHAT-16556 — Creates the chat endpoints required to start sessions and facilitate message exchange with the AI agent.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Conversational AI API Backend provides a robust framework for deploying intelligent, RAG-enabled AI agents. It supports multi-LLM integration (OpenAI, Mistral, Llama, HuggingFace), real-time communication via SignalR, and comprehensive management of business-specific knowledge bases.
System Flow
- Configuration: Administrators define business parameters (locations, working days, business info) and configure qualification criteria (lead, call connect, appointment scheduling) via CRUD endpoints.
- Knowledge Base Initialization: The system scrapes website data to generate structured JSON prompts, which are persisted in the database.
- Session Initiation: A visitor initiates a chat session. The system loads the relevant prompt from the database to initialize the AI agent.
- Real-time Interaction: The visitor and AI agent exchange messages via SignalR, with the agent utilizing RAG to provide context-aware responses.
Business Rules & Constraints
- Persistence: All chat sessions, bot configurations, and company business data must be stored in the persistence layer.
- Communication: Real-time message delivery is handled exclusively through SignalR.
- Data Integrity: CRUD operations are enforced for all business entities to ensure the AI agent has accurate, up-to-date company information.
Ticket coverage
- CHAT-16507 — Establishes the core framework for AI agent services, including multi-LLM support and RAG integration.
- CHAT-16508 — Implements the minimal API base structure required for the backend services.
- CHAT-16517 — Integrates SignalR to enable real-time, bidirectional communication between visitors and the AI agent.
- CHAT-16518 — Adds CRUD endpoints for managing company working days.
- CHAT-16520 — Adds CRUD endpoints for managing company locations.
- CHAT-16521 — Adds CRUD endpoints for managing core company business information.
- CHAT-16522 — Adds CRUD endpoints for managing 'must ask' questions for the AI agent.
- CHAT-16523 — Adds CRUD endpoints for managing lead qualification criteria.
- CHAT-16524 — Adds CRUD endpoints for managing call connect qualification criteria.
- CHAT-16525 — Adds CRUD endpoints for managing appointment scheduling qualification criteria.
- CHAT-16539 — Implements the persistence layer for storing structured JSON prompt data generated from company info.
- CHAT-16555 — Implements additional CRUD operations for four unspecified business endpoints.
- CHAT-16556 — Creates the chat endpoints required to start sessions and facilitate message exchange with the AI agent.
Appointment Scheduler Core Logic
▶ 2 earlier versions
▶ 2 assumptions
Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, and accurate slot availability.
Core Functionality
Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports custom buffer durations configured at the service page level. The system rounds time slots to the nearest hour or half-hour to ensure clarity, though custom buffer settings are intended to be respected in slot generation.
Appointment Lifecycle & Communication
- Cancellation: Upon visitor cancellation, the system triggers an automated notification to the representative.
- Rescheduling: Users can reliably reschedule via the "Book Now" interface. The system ensures that "Cancel and Reschedule" links remain stable.
- Decline Workflow: Users can decline appointments via the chat interface using the "D" key.
- Date/Time Quick Templates (QT): Agents can send Date/Time QTs, which now consistently display both date and time information on the first attempt.
Configuration & Availability
- Persistence: Modifications to appointment pages (duration, representative settings) are correctly saved. Migrated pages may require a re-save to ensure proper functionality.
- Authorization: Sales representatives must reauthorize permissions for Appointment V3 to ensure email notifications and calendar integrations function correctly, particularly for Outlook users.
- Round-Robin Availability: The system utilizes a round-robin method for member availability. If a specific member is unavailable, the system will offer slots from other authorized members. Note that the system may prioritize specific member slots based on internal load balancing.
Ticket coverage
- CHAT-16510 — Fixes buffer time application to ensure appointments respect the mandatory gap.
- CHAT-16511 — Resolves UI component error on "Cancel and Reschedule" link.
- CHAT-16519 — Ensures representatives receive automated email notifications on cancellation.
- CHAT-16540 — Fixes unresponsive "Save" button.
- CHAT-16544 — Corrects data persistence bug where settings reverted.
- CHAT-16545 — Confirms organizer in participant list is system-default.
- CHAT-16546 — Fixes booking page configuration save failure.
- CHAT-16547 — Restores "Book Now" button functionality.
- CHAT-16548 — Prevents sales representative opening hours from resetting.
- CHAT-16551 — Fixes "D" key shortcut for declining appointments.
- CHAT-16870 — Fixes buffer time application to respect service page configurations.
- CHAT-16872 — Clarifies round-robin behavior regarding slot availability and member authorization.
- CHAT-16901 — Addresses email/setup issues; requires re-saving migrated pages and reauthorizing Outlook representatives.
- CHAT-16903 — Fixes display consistency for Date/Time Quick Templates.
Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, and consistent communication between representatives and visitors.
Core Functionality
Buffer Time Management
The system enforces a mandatory buffer period between appointments. When configured, the system prevents scheduling new appointments within the defined buffer window following the conclusion of a previous booking. Note that the system currently applies a standardized 30-minute buffer logic consistent with V2 configurations.
Appointment Lifecycle & Communication
- Cancellation: Upon visitor cancellation, the system triggers an automated notification to the representative, ensuring both parties remain synchronized.
- Rescheduling: Users can reliably reschedule appointments via the "Book Now" interface. The system ensures that "Cancel and Reschedule" links remain stable without triggering component errors.
- Decline Workflow: Users can decline appointments directly via the chat interface by pressing the "D" key, which triggers an immediate status update.
Configuration Persistence
- Save Operations: The system ensures that all modifications to appointment pages (including time duration and representative settings) are correctly persisted upon clicking "Save".
- Data Integrity: Changes to appointment settings no longer revert when subsequent modifications are made. Furthermore, removing and re-adding a sales representative preserves their specific opening hours rather than resetting them to system defaults.
Ticket coverage
- CHAT-16510 — Fixes buffer time application to ensure appointments respect the mandatory gap between bookings.
- CHAT-16511 — Resolves a UI component error occurring when accessing the "Cancel and Reschedule" link.
- CHAT-16519 — Ensures representatives receive automated email notifications when a visitor cancels an appointment.
- CHAT-16540 — Fixes an issue where the "Save" button became unresponsive during appointment edits.
- CHAT-16544 — Corrects a data persistence bug where new settings caused previous changes to revert.
- CHAT-16545 — Confirms that the organizer appearing in the participant list is a system-default feature and not a bug.
- CHAT-16546 — Fixes a critical issue where booking page configurations failed to save.
- CHAT-16547 — Restores functionality to the "Book Now" button for rescheduling workflows.
- CHAT-16548 — Prevents sales representative opening hours from resetting to default when re-added to a page.
- CHAT-16551 — Fixes the "D" key shortcut to ensure appointment decline actions are processed correctly.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Token-based security (CHAT-16948) is an administrative layer that does not impact the end-user booking flow directly.
- The OAuth2 error (CHAT-17000) is primarily an environmental configuration issue in staging that requires manual intervention (re-authorizing) rather than a code-level fix.
graph LR
A[Visitor/Admin Initiates Action] --> B{Action Type}
B -->|Edit/Save| C[Validate Token & Persist Config]
B -->|Cancel/Decline| D[Notify Parties & Update Status]
B -->|Reschedule/Book| E[Validate OAuth2 & Buffer/Availability]
E --> F[Round-Robin Slot Selection]
F --> G[Confirm Appointment]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
Core Functionality
Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports custom buffer durations configured at the service page level. The system rounds time slots to the nearest hour or half-hour to ensure clarity, though custom buffer settings are intended to be respected in slot generation.
Appointment Lifecycle & Communication
- Cancellation: Upon visitor cancellation, the system triggers an automated notification to the representative.
- Rescheduling: Users can reliably reschedule via the "Book Now" interface. The system ensures that "Cancel and Reschedule" links remain stable.
- Decline Workflow: Users can decline appointments via the chat interface using the "D" key.
- Date/Time Quick Templates (QT): Agents can send Date/Time QTs, which now consistently display both date and time information on the first attempt.
Configuration, Security & Availability
- Persistence: Modifications to appointment pages (duration, representative settings) are correctly saved. Migrated pages may require a re-save to ensure proper functionality.
- Authorization & Security: Sales representatives must reauthorize permissions for Appointment V3 to ensure email notifications and calendar integrations function correctly. Access to calendar settings is now protected via token-based security to prevent unauthorized configuration access.
- OAuth2 Authentication: The system utilizes OAuth2 for calendar integration. If an "unauthorized_client" error occurs, administrators should re-authorize the representative and recreate the affected appointment page.
- Round-Robin Availability: The system utilizes a round-robin method for member availability. If a specific member is unavailable, the system will offer slots from other authorized members.
Ticket coverage
- CHAT-16510 — Fixes buffer time application to ensure appointments respect the mandatory gap.
- CHAT-16511 — Resolves UI component error on "Cancel and Reschedule" link.
- CHAT-16519 — Ensures representatives receive automated email notifications on cancellation.
- CHAT-16540 — Fixes unresponsive "Save" button.
- CHAT-16544 — Corrects data persistence bug where settings reverted.
- CHAT-16545 — Confirms organizer in participant list is system-default.
- CHAT-16546 — Fixes booking page configuration save failure.
- CHAT-16547 — Restores "Book Now" button functionality.
- CHAT-16548 — Prevents sales representative opening hours from resetting.
- CHAT-16551 — Fixes "D" key shortcut for declining appointments.
- CHAT-16870 — Fixes buffer time application to respect service page configurations.
- CHAT-16872 — Clarifies round-robin behavior regarding slot availability and member authorization.
- CHAT-16901 — Addresses email/setup issues; requires re-saving migrated pages and reauthorizing Outlook representatives.
- CHAT-16903 — Fixes display consistency for Date/Time Quick Templates.
- CHAT-16947 — Resolves "invalid appointment page" error preventing booking.
- CHAT-16948 — Implements token-based security for calendar settings access.
- CHAT-17000 — Addresses OAuth2 "unauthorized_client" errors by requiring re-authorization of representatives.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
Core Functionality
Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports custom buffer durations configured at the service page level. The system rounds time slots to the nearest hour or half-hour to ensure clarity, though custom buffer settings are intended to be respected in slot generation.
Appointment Lifecycle & Communication
- Cancellation: Upon visitor cancellation, the system triggers an automated notification to the representative.
- Rescheduling: Users can reliably reschedule via the "Book Now" interface. The system ensures that "Cancel and Reschedule" links remain stable.
- Decline Workflow: Users can decline appointments via the chat interface using the "D" key.
- Date/Time Quick Templates (QT): Agents can send Date/Time QTs, which now consistently display both date and time information on the first attempt.
Configuration, Security & Availability
- Persistence: Modifications to appointment pages (duration, representative settings) are correctly saved. Migrated pages may require a re-save to ensure proper functionality.
- Authorization & Security: Sales representatives must reauthorize permissions for Appointment V3 to ensure email notifications and calendar integrations function correctly. Access to calendar settings is now protected via token-based security to prevent unauthorized configuration access.
- OAuth2 Authentication: The system utilizes OAuth2 for calendar integration. If an "unauthorized_client" error occurs, administrators should re-authorize the representative and recreate the affected appointment page.
- Round-Robin Availability: The system utilizes a round-robin method for member availability. If a specific member is unavailable, the system will offer slots from other authorized members.
Ticket coverage
- CHAT-16510 — Fixes buffer time application to ensure appointments respect the mandatory gap.
- CHAT-16511 — Resolves UI component error on "Cancel and Reschedule" link.
- CHAT-16519 — Ensures representatives receive automated email notifications on cancellation.
- CHAT-16540 — Fixes unresponsive "Save" button.
- CHAT-16544 — Corrects data persistence bug where settings reverted.
- CHAT-16545 — Confirms organizer in participant list is system-default.
- CHAT-16546 — Fixes booking page configuration save failure.
- CHAT-16547 — Restores "Book Now" button functionality.
- CHAT-16548 — Prevents sales representative opening hours from resetting.
- CHAT-16551 — Fixes "D" key shortcut for declining appointments.
- CHAT-16870 — Fixes buffer time application to respect service page configurations.
- CHAT-16872 — Clarifies round-robin behavior regarding slot availability and member authorization.
- CHAT-16901 — Addresses email/setup issues; requires re-saving migrated pages and reauthorizing Outlook representatives.
- CHAT-16903 — Fixes display consistency for Date/Time Quick Templates.
- CHAT-16947 — Resolves "invalid appointment page" error preventing booking.
- CHAT-16948 — Implements token-based security for calendar settings access.
- CHAT-17000 — Addresses OAuth2 "unauthorized_client" errors by requiring re-authorization of representatives.
Appointment Scheduler UI Enhancements
▶ 2 earlier versions
▶ 3 assumptions
Overview
The Appointment Scheduler system has undergone significant UI refinements and functional upgrades to transition from legacy Nylas-based scheduling to an internal, proprietary scheduling tool. These updates ensure a consistent user experience across the portal, chat widgets, and onboarding flows.
Key Capabilities
UI Refinements
- Dropdown Visibility: Timezone and language selection dropdowns are optimized for the appointment page layout to ensure they remain accessible to visitors. Recent updates ensure these dropdowns render correctly upon initial load.
- Settings Cleanup: Non-functional 'Back' and 'Preview' buttons have been removed from the appointment settings interface to reduce clutter.
- Modal Optimization: The 'Edit' action and general modal pop-ups feature a clean UI, with improved handling of scrollbars, header visibility, and responsive sizing to prevent layout overflow.
Functional Upgrades
- Custom Fields: Users can now define custom fields (e.g., text, phone, email, dropdowns) that appear at the end of the booking flow. These fields support CRM mapping and can be set as required or optional.
- Scheduling Logic: The system now supports 'Round Robin' and 'Maximize Availability' distribution models, configurable via the portal.
- Integration: The internal scheduler is now integrated into the chat widget, supporting both new tab and modal pop-up behaviors for agents, operators, and virtual assistants.
User Flow: Appointment Booking
- User/Agent initiates the appointment scheduler via the chat widget or direct URL.
- Visitor selects a time slot and proceeds to the booking form.
- Visitor completes custom fields (if configured by the company).
- System validates required fields and submits the appointment data.
- Data is mapped to the CRM and the appointment is confirmed.
Ticket coverage
- CHAT-16512 — Fixes UI layout issues where timezone and language dropdowns were obscured by page elements.
- CHAT-16513 — Removes non-functional 'Back' and 'Preview' buttons from the appointment settings page.
- CHAT-16549 — Adjusts the 'Edit' action modal UI to remove unnecessary scrollbars and improve responsiveness.
- CHAT-16563 — Introduces custom field creation, allowing users to capture additional data points during the booking process with CRM mapping capabilities.
- CHAT-16564 — Transitions the onboarding flow from Nylas to the internal appointment scheduler tool.
- CHAT-16565 — Enables the internal appointment scheduler settings to be visible and editable within the new portal at the company level.
- CHAT-16566 — Implements the internal scheduler within the chat widget, supporting static URLs, new tabs, and modal pop-ups.
- CHAT-16567 — Adds configuration options for 'Round Robin' and 'Maximize Availability' scheduling logic.
- CHAT-16911 — Optimizes modal rendering to resolve multiple scrollbar issues, ensures header visibility during scroll, and fixes initial interaction failures for timezone/language dropdowns.
Overview
The Appointment Scheduler system has undergone significant UI refinements and functional upgrades to transition from legacy Nylas-based scheduling to an internal, proprietary scheduling tool. These updates ensure a consistent user experience across the portal, chat widgets, and onboarding flows.
Key Capabilities
UI Refinements
- Dropdown Visibility: Timezone and language selection dropdowns are optimized for the appointment page layout to ensure they remain accessible to visitors.
- Settings Cleanup: Non-functional 'Back' and 'Preview' buttons have been removed from the appointment settings interface to reduce clutter.
- Modal Optimization: The 'Edit' action for appointment booking pages now features a clean UI, removing redundant scrollbars and ensuring a responsive display across different screen sizes.
Functional Upgrades
- Custom Fields: Users can now define custom fields (e.g., text, phone, email, dropdowns) that appear at the end of the booking flow. These fields support CRM mapping and can be set as required or optional.
- Scheduling Logic: The system now supports 'Round Robin' and 'Maximize Availability' distribution models, configurable via the portal.
- Integration: The internal scheduler is now integrated into the chat widget, supporting both new tab and modal pop-up behaviors for agents, operators, and virtual assistants.
User Flow: Appointment Booking
- User/Agent initiates the appointment scheduler via the chat widget or direct URL.
- Visitor selects a time slot and proceeds to the booking form.
- Visitor completes custom fields (if configured by the company).
- System validates required fields and submits the appointment data.
- Data is mapped to the CRM and the appointment is confirmed.
Ticket coverage
- CHAT-16512 — Fixes UI layout issues where timezone and language dropdowns were obscured by page elements.
- CHAT-16513 — Removes non-functional 'Back' and 'Preview' buttons from the appointment settings page.
- CHAT-16549 — Adjusts the 'Edit' action modal UI to remove unnecessary scrollbars and improve responsiveness.
- CHAT-16563 — Introduces custom field creation, allowing users to capture additional data points during the booking process with CRM mapping capabilities.
- CHAT-16564 — Transitions the onboarding flow from Nylas to the internal appointment scheduler tool.
- CHAT-16565 — Enables the internal appointment scheduler settings to be visible and editable within the new portal at the company level.
- CHAT-16566 — Implements the internal scheduler within the chat widget, supporting static URLs, new tabs, and modal pop-ups.
- CHAT-16567 — Adds configuration options for 'Round Robin' and 'Maximize Availability' scheduling logic.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'button size' issue in CHAT-16953 refers to the primary call-to-action button used to trigger the scheduler.
- Mobile responsiveness improvements in CHAT-16966 apply to all standard mobile browsers.
- The fixes for CHAT-16953, CHAT-16964, and CHAT-16966 are now considered part of the stable production baseline.
graph LR
A[Initiate Scheduler] --> B[Select Time Slot]
B --> C[Complete Custom Fields]
C --> D[Submit Booking]
D --> E[CRM Mapping & Confirmation]
✎ This documentation has been manually edited.
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Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
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Overview
The Appointment Scheduler system has undergone significant UI refinements and functional upgrades to transition from legacy Nylas-based scheduling to an internal, proprietary scheduling tool. These updates ensure a consistent user experience across the portal, chat widgets, and onboarding flows, with recent optimizations for mobile responsiveness and layout alignment.
Key Capabilities
UI Refinements
- Dropdown Visibility: Timezone and language selection dropdowns are optimized for the appointment page layout to ensure they remain accessible to visitors.
- Settings Cleanup: Non-functional 'Back' and 'Preview' buttons have been removed from the appointment settings interface.
- Modal & Layout Optimization: The 'Edit' action and general modal pop-ups feature a clean UI with improved handling of scrollbars and header visibility. Recent updates ensure the calendar view is properly aligned to prevent screen cutoff.
- Responsive Design: The scheduler interface has been optimized for mobile devices, ensuring that critical navigation elements like 'Next' and 'Confirm' buttons remain within the viewport. Button sizing has been standardized to meet design requirements.
Functional Upgrades
- Custom Fields: Users can define custom fields (e.g., text, phone, email, dropdowns) that support CRM mapping and can be set as required or optional.
- Scheduling Logic: The system supports 'Round Robin' and 'Maximize Availability' distribution models.
- Integration: The internal scheduler is integrated into the chat widget, supporting new tab and modal pop-up behaviors.
User Flow: Appointment Booking
- User/Agent initiates the appointment scheduler via the chat widget or direct URL.
- Visitor selects a time slot (with mobile-responsive navigation).
- Visitor completes custom fields (if configured).
- System validates required fields and submits the booking.
- Data is mapped to the CRM and the appointment is confirmed.
Ticket coverage
- CHAT-16512 — Fixes UI layout issues where timezone and language dropdowns were obscured.
- CHAT-16513 — Removes non-functional 'Back' and 'Preview' buttons.
- CHAT-16549 — Adjusts the 'Edit' action modal UI to remove unnecessary scrollbars.
- CHAT-16563 — Introduces custom field creation with CRM mapping.
- CHAT-16564 — Transitions onboarding flow from Nylas to internal tool.
- CHAT-16565 — Enables settings visibility within the new portal.
- CHAT-16566 — Implements internal scheduler within the chat widget.
- CHAT-16567 — Adds 'Round Robin' and 'Maximize Availability' logic.
- CHAT-16911 — Optimizes modal rendering and header visibility.
- CHAT-16953 — Standardizes appointment scheduler button size to meet design specifications.
- CHAT-16964 — Fixes calendar alignment to prevent screen cutoff issues.
- CHAT-16966 — Improves mobile usability by ensuring 'Next' and 'Confirm' buttons are visible within the viewport.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler system has undergone significant UI refinements and functional upgrades to transition from legacy Nylas-based scheduling to an internal, proprietary scheduling tool. These updates ensure a consistent user experience across the portal, chat widgets, and onboarding flows, with recent optimizations for mobile responsiveness and layout alignment.
Key Capabilities
UI Refinements
- Dropdown Visibility: Timezone and language selection dropdowns are optimized for the appointment page layout to ensure they remain accessible to visitors.
- Settings Cleanup: Non-functional 'Back' and 'Preview' buttons have been removed from the appointment settings interface.
- Modal & Layout Optimization: The 'Edit' action and general modal pop-ups feature a clean UI with improved handling of scrollbars and header visibility. Recent updates ensure the calendar view is properly aligned to prevent screen cutoff.
- Responsive Design: The scheduler interface has been optimized for mobile devices, ensuring that critical navigation elements like 'Next' and 'Confirm' buttons remain within the viewport. Button sizing has been standardized to meet design requirements.
Functional Upgrades
- Custom Fields: Users can define custom fields (e.g., text, phone, email, dropdowns) that support CRM mapping and can be set as required or optional.
- Scheduling Logic: The system supports 'Round Robin' and 'Maximize Availability' distribution models.
- Integration: The internal scheduler is integrated into the chat widget, supporting new tab and modal pop-up behaviors.
User Flow: Appointment Booking
- User/Agent initiates the appointment scheduler via the chat widget or direct URL.
- Visitor selects a time slot (with mobile-responsive navigation).
- Visitor completes custom fields (if configured).
- System validates required fields and submits the booking.
- Data is mapped to the CRM and the appointment is confirmed.
Ticket coverage
- CHAT-16512 — Fixes UI layout issues where timezone and language dropdowns were obscured.
- CHAT-16513 — Removes non-functional 'Back' and 'Preview' buttons.
- CHAT-16549 — Adjusts the 'Edit' action modal UI to remove unnecessary scrollbars.
- CHAT-16563 — Introduces custom field creation with CRM mapping.
- CHAT-16564 — Transitions onboarding flow from Nylas to internal tool.
- CHAT-16565 — Enables settings visibility within the new portal.
- CHAT-16566 — Implements internal scheduler within the chat widget.
- CHAT-16567 — Adds 'Round Robin' and 'Maximize Availability' logic.
- CHAT-16911 — Optimizes modal rendering and header visibility.
- CHAT-16953 — Standardizes appointment scheduler button size to meet design specifications.
- CHAT-16964 — Fixes calendar alignment to prevent screen cutoff issues.
- CHAT-16966 — Improves mobile usability by ensuring 'Next' and 'Confirm' buttons are visible within the viewport.
Billing and Subscription Management Documentation - Batch 8
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'In Provisioning' cancellation reason is a standard system-defined status.
- The T&C electronic signature tracking applies to all future quote executions.
- The removal of the Hubspot quote process implies a transition to internal-only quoting tools.
graph LR
A[Create Quote] --> B{Set Options}
B --> C[Allow CC Defaulted]
B --> D[Apply Product Tier]
D --> E[Display Correct Pricing]
E --> F[Generate Quote]
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Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
Quoting and Subscription Management
- Default Settings: When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- Quote Formatting: The system no longer automatically appends "(Pro rated charges)" to quote line items. Additionally, live chat-related tiers are now explicitly prefixed with "Live Chat:" (e.g., "Live Chat: Pro - Legal") to distinguish them from other product offerings.
- Pricing Accuracy: The system now correctly renders per-minute pricing inputs without rounding errors (e.g., $1.50/minute is displayed as $1.50, not $2.00).
- Product Choices: A new billing option, "Monthly Minimum for Voice $250," has been added to the available product list.
Billing Lifecycle and Automation
- Churn Management: For tiered pricing customers, the system now consolidates final billing. Instead of multiple invoices post-cancellation, the system generates a single final bill covering the service period up to the termination date.
- Company Provisioning: To prevent data leakage, duplicating a company record no longer copies existing billing data. Furthermore, the 'Billing Enabled' option is now unselected by default when creating new companies via provisioning or onboarding.
- Notification Logic: The automated email notification "Account with Monthly Billing or Monthly Minimum Deactivated" is suppressed if the cancellation reason is set to "In Provisioning."
Security and Compliance
- Credit Card Input: The credit card entry field now automatically formats numbers with a space every four digits (e.g., 0000 0000 0000 0000) to improve readability.
- Terms and Conditions: The system now captures and stores the user's name, timestamp, and IP address upon execution of Terms and Conditions. This information is appended to confirmation emails sent to the customer.
Ticket coverage
- CHAT-16527 — Consolidates final billing for tiered pricing customers into a single invoice post-cancellation.
- CHAT-16529 — Adds "Monthly Minimum for Voice $250" as a selectable product choice.
- CHAT-16530 — Sets the 'Allow Credit Card' flag to enabled by default during quote creation.
- CHAT-16531 — Removes the automatic "(Pro rated charges)" text from quote line items.
- CHAT-16532 — Prefixes live chat tiers with "Live Chat:" to improve product clarity.
- CHAT-16533 — Fixes a rounding bug where per-minute pricing was incorrectly rounded up in quotes.
- CHAT-16534 — Implements automatic 4-digit spacing for credit card input fields.
- CHAT-16535 — Adds electronic signature tracking (Name, Timestamp, IP) to T&C execution and confirmation emails.
- CHAT-16536 — Removes the Hubspot quote process integration.
- CHAT-16537 — Prevents the copying of billing data when duplicating a company record.
- CHAT-16538 — Defaults the 'Billing Enabled' setting to off for new companies.
- CHAT-16541 — Placeholder for future investigation into Power BI MRR reporting issues.
- CHAT-16542 — Placeholder for future billing section structural updates.
- CHAT-16557 — Suppresses deactivation emails when the cancellation reason is 'In Provisioning'.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
Quoting and Subscription Management
- Default Settings: When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- Quote Formatting: The system no longer automatically appends "(Pro rated charges)" to quote line items. Additionally, live chat-related tiers are now explicitly prefixed with "Live Chat:" (e.g., "Live Chat: Pro - Legal") to distinguish them from other product offerings.
- Pricing Accuracy: The system now correctly renders per-minute pricing inputs without rounding errors (e.g., $1.50/minute is displayed as $1.50, not $2.00).
- Product Choices: A new billing option, "Monthly Minimum for Voice $250," has been added to the available product list.
Billing Lifecycle and Automation
- Churn Management: For tiered pricing customers, the system now consolidates final billing. Instead of multiple invoices post-cancellation, the system generates a single final bill covering the service period up to the termination date.
- Company Provisioning: To prevent data leakage, duplicating a company record no longer copies existing billing data. Furthermore, the 'Billing Enabled' option is now unselected by default when creating new companies via provisioning or onboarding.
- Notification Logic: The automated email notification "Account with Monthly Billing or Monthly Minimum Deactivated" is suppressed if the cancellation reason is set to "In Provisioning."
Security and Compliance
- Credit Card Input: The credit card entry field now automatically formats numbers with a space every four digits (e.g., 0000 0000 0000 0000) to improve readability.
- Terms and Conditions: The system now captures and stores the user's name, timestamp, and IP address upon execution of Terms and Conditions. This information is appended to confirmation emails sent to the customer.
Ticket coverage
- CHAT-16527 — Consolidates final billing for tiered pricing customers into a single invoice post-cancellation.
- CHAT-16529 — Adds "Monthly Minimum for Voice $250" as a selectable product choice.
- CHAT-16530 — Sets the 'Allow Credit Card' flag to enabled by default during quote creation.
- CHAT-16531 — Removes the automatic "(Pro rated charges)" text from quote line items.
- CHAT-16532 — Prefixes live chat tiers with "Live Chat:" to improve product clarity.
- CHAT-16533 — Fixes a rounding bug where per-minute pricing was incorrectly rounded up in quotes.
- CHAT-16534 — Implements automatic 4-digit spacing for credit card input fields.
- CHAT-16535 — Adds electronic signature tracking (Name, Timestamp, IP) to T&C execution and confirmation emails.
- CHAT-16536 — Removes the Hubspot quote process integration.
- CHAT-16537 — Prevents the copying of billing data when duplicating a company record.
- CHAT-16538 — Defaults the 'Billing Enabled' setting to off for new companies.
- CHAT-16541 — Placeholder for future investigation into Power BI MRR reporting issues.
- CHAT-16542 — Placeholder for future billing section structural updates.
- CHAT-16557 — Suppresses deactivation emails when the cancellation reason is 'In Provisioning'.
System Data Integrity and Lead Management Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The SQL datetime validation is implemented at the application/ORM level to catch errors before they reach the database.
- The 'IsBirthday' flag is intended for use in lead generation or user profile forms.
- The encryption fix assumes that the 'breakage' was caused by the application logic failing to re-encrypt or handle the data state correctly after an edit event.
graph LR
A[Agent Initiates Edit] --> B{Field Frozen}
B --> C[Show Confirmation Pop-up]
C --> D{User Clicks Yes}
D --> E[Enable Edit Mode]
E --> F[Update Field with Encryption Maintained]
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Overview
This documentation covers recent updates to system data integrity, specifically addressing SQL datetime constraints, birthday identification in portal forms, and secure handling of contact information on the dashboard.
SQL Datetime Integrity
To prevent SqlDateTime overflow exceptions, the system now enforces strict validation on date inputs. Any date value submitted to the database must fall within the range of January 1, 1753, to December 31, 9999. Inputs falling outside this range will trigger a validation error to prevent database write failures.
Birthday Identification
Administrators can now configure date-type questions in the portal with an "IsBirthday" flag.
- Navigate to the question configuration settings.
- Select the date question type.
- Enable the "IsBirthday" checkbox.
This allows the system to specifically tag and identify user birthdates for downstream processing, aligning with existing agent script configurations.
Lead Contact Encryption and Editing
To resolve issues where contact information encryption was compromised during edits, the following logic is implemented for agents:
- Field Protection: Contact fields (phone/email) are now frozen by default to maintain encryption integrity.
- Edit Workflow: When an agent attempts to edit a contact field, a confirmation pop-up appears.
- Encryption Maintenance: The system ensures that edits performed by authorized agents do not break the underlying encryption layer, regardless of the visitor's geographic region (e.g., Asia/Pakistan).
- Scope: These restrictions apply specifically to agents; operator permissions remain unchanged.
Ticket coverage
- CHAT-16509 — Resolves SQLTypeException errors by enforcing strict date range validation (1753–9999) for all datetime database operations.
- CHAT-16526 — Adds an "IsBirthday" configuration flag to date-type questions in the portal to enable specific identification of user birthdates.
- CHAT-16543 — Secures lead contact information by freezing fields and preventing encryption breakage during agent-led edits on the dashboard.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to system data integrity, specifically addressing SQL datetime constraints, birthday identification in portal forms, and secure handling of contact information on the dashboard.
SQL Datetime Integrity
To prevent SqlDateTime overflow exceptions, the system now enforces strict validation on date inputs. Any date value submitted to the database must fall within the range of January 1, 1753, to December 31, 9999. Inputs falling outside this range will trigger a validation error to prevent database write failures.
Birthday Identification
Administrators can now configure date-type questions in the portal with an "IsBirthday" flag.
- Navigate to the question configuration settings.
- Select the date question type.
- Enable the "IsBirthday" checkbox.
This allows the system to specifically tag and identify user birthdates for downstream processing, aligning with existing agent script configurations.
Lead Contact Encryption and Editing
To resolve issues where contact information encryption was compromised during edits, the following logic is implemented for agents:
- Field Protection: Contact fields (phone/email) are now frozen by default to maintain encryption integrity.
- Edit Workflow: When an agent attempts to edit a contact field, a confirmation pop-up appears.
- Encryption Maintenance: The system ensures that edits performed by authorized agents do not break the underlying encryption layer, regardless of the visitor's geographic region (e.g., Asia/Pakistan).
- Scope: These restrictions apply specifically to agents; operator permissions remain unchanged.
Ticket coverage
- CHAT-16509 — Resolves SQLTypeException errors by enforcing strict date range validation (1753–9999) for all datetime database operations.
- CHAT-16526 — Adds an "IsBirthday" configuration flag to date-type questions in the portal to enable specific identification of user birthdates.
- CHAT-16543 — Secures lead contact information by freezing fields and preventing encryption breakage during agent-led edits on the dashboard.
Appointment Scheduler v3 UI and Functionality
▶ 2 earlier versions
▶ 3 assumptions
Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through available time slots. The system ensures that company logos are correctly rendered in both the scheduling editor and the visitor-facing page.
Service Management
Administrators can copy the scheduling page link directly from the service type grid. The system now supports consistent branding by correctly displaying the company logo URL across the scheduling editor and the live booking page.
Data Synchronization and Form Integrity
- Auto-population: Phone and Address fields correctly sync to the Nylas calendar, even with custom labels.
- Form Accuracy: The Appointment Confirmation form displays the Representative Name, Timezone, and accurate labels.
- Initialization: New pages correctly initialize fields post-migration.
Reminders and Lifecycle
- Rescheduling: Users can manage appointments via links in email or SMS notifications without encountering "Scheduling Component Error" messages.
- Reminder Configuration: The "Add Reminder" modal correctly displays the Email Subject field upon initial opening.
Mobile and UI Optimization
- Mobile Scrolling: The scheduler supports smooth scrolling on mobile devices to ensure all time slots are accessible.
- White Space Management: Ongoing efforts are in place to minimize excessive white space in modal pop-ups and mobile views, specifically addressing layout issues during the booking flow and white-glove service interactions.
Ticket coverage
- CHAT-16568 — Implements support for both new tab and modal pop-up display options.
- CHAT-16580 — Fixes missing fields (Timezone, Representative Name) and label duplication.
- CHAT-16581 — Resolves errors when resending appointment details in active chats.
- CHAT-16582 — Fixes Phone/Address auto-population on new pages.
- CHAT-16589 — Adds direct "copy link" action to service type grid.
- CHAT-16609 — Ensures Phone/Address sync with custom labels.
- CHAT-16610 — Fixes hidden Email Subject field in Add Reminder modal.
- CHAT-16611 — Resolves "Scheduling Component Error" on cancel/reschedule links.
- CHAT-16734 — Enables smooth scrolling for time slots on mobile devices.
- CHAT-16744 — Addresses excessive white space in modal pop-up calendars.
- CHAT-16747 — Fixes "Scheduling Component Error" when rescheduling via SMS.
- CHAT-16755 — Investigates and manages white space issues in the mobile booking flow.
- CHAT-16777 — Resolves white space/scroll issues in white-glove service booking.
- CHAT-16785 — Ensures correct rendering of Company Logo URL in editor and page.
Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization and UI display issues.
Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up, depending on the configured settings. This flexibility ensures the scheduler integrates seamlessly into existing chat workflows.
Service Management
Administrators can now copy the scheduling page link directly from the service type grid, streamlining the distribution of booking URLs.
Data Synchronization and Form Integrity
- Auto-population: The system now correctly auto-populates Phone and Address fields from the dashboard to the Nylas calendar, even when custom labels are applied in Nylas settings.
- Form Accuracy: The Appointment Confirmation form correctly displays the Representative Name, Timezone, and accurate address/phone labels.
- Initialization: New appointment pages created post-migration correctly initialize Phone and Address fields, ensuring auto-population functionality is active from the first page creation.
Reminders and Lifecycle
- Resending Appointments: Users can resend appointment details within an active chat session without encountering "The chat may no longer be active" errors.
- Reminder Configuration: The "Add Reminder" modal correctly displays the Email Subject field upon initial opening, ensuring that reminders are properly configured and delivered.
- Cancellation/Rescheduling: Links provided in booking reminders are fully functional, allowing users to manage their appointments without triggering a "Scheduling Component Error."
Ticket coverage
- CHAT-16568 — Implements support for both new tab and modal pop-up display options for the visitor-facing scheduler.
- CHAT-16580 — Fixes missing fields (Timezone, Representative Name) and label duplication issues in the Appointment Confirmation form.
- CHAT-16581 — Resolves an error that prevented users from resending appointment details within an existing chat session.
- CHAT-16582 — Fixes a bug where Phone and Address fields failed to appear or auto-populate on the first page created after migration.
- CHAT-16589 — Adds a direct "copy link" action to the service type grid for easier sharing of scheduling pages.
- CHAT-16609 — Ensures Phone and Address fields correctly sync to the Nylas calendar even when custom labels are defined.
- CHAT-16610 — Fixes an issue where the Email Subject field was hidden in the Add Reminder modal until the modal was reopened.
- CHAT-16611 — Resolves the "Scheduling Component Error" that occurred when users clicked cancel or reschedule links in reminders.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The removal of the Organizer Email field is a permanent UI change.
- The white space issues are considered resolved for standard screen resolutions following the completion of CHAT-16816.
- Timezone search limitations are inherent to the third-party Nylas component.
graph LR
A[Admin: Create/Edit Page] --> B[Configure Reminders/Fields]
B --> C[Generate/Copy Link]
C --> D[Visitor: Open Link (Modal/Tab)]
D --> E[Visitor: Scroll/Select Slot]
E --> F[Visitor: Book Appointment]
F --> G[System: Send Confirmation/Reminder]
G --> H[User: Reschedule/Cancel via SMS/Email Link]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through available time slots. The system ensures that company logos are correctly rendered in both the scheduling editor and the visitor-facing page. Ongoing refinements have been made to optimize layout spacing in both modal and new-tab views to prevent excessive white space.
Service Management
Administrators can copy the scheduling page link directly from the service type grid. The system supports consistent branding by correctly displaying the company logo URL. Note: The 'Organizer Email' field has been removed from the Scheduler Editor to prevent user confusion.
Data Synchronization and Form Integrity
- Auto-population: Phone and Address fields correctly sync to the Nylas calendar, even with custom labels.
- Form Accuracy: The Appointment Confirmation form displays the Representative Name, Timezone, and accurate labels.
- Initialization: New pages correctly initialize fields post-migration.
Reminders and Lifecycle
- Rescheduling: Users can manage appointments via links in email or SMS notifications without encountering "Scheduling Component Error" messages.
- Reminder Configuration: The "Add Reminder" modal correctly displays the Email Subject field upon initial opening.
Mobile and UI Optimization
- Mobile Scrolling: The scheduler supports smooth scrolling on mobile devices.
- Layout Adjustments: Improvements have been implemented to address excessive white space in modal pop-ups and new tab views. Note that some layout behaviors (such as scroll-dependent timezone searching) are managed by the underlying Nylas integration.
Ticket coverage
- CHAT-16568 — Implements support for both new tab and modal pop-up display options.
- CHAT-16580 — Fixes missing fields (Timezone, Representative Name) and label duplication.
- CHAT-16581 — Resolves errors when resending appointment details in active chats.
- CHAT-16582 — Fixes Phone/Address auto-population on new pages.
- CHAT-16589 — Adds direct "copy link" action to service type grid.
- CHAT-16609 — Ensures Phone/Address sync with custom labels.
- CHAT-16610 — Fixes hidden Email Subject field in Add Reminder modal.
- CHAT-16611 — Resolves "Scheduling Component Error" on cancel/reschedule links.
- CHAT-16734 — Enables smooth scrolling for time slots on mobile devices.
- CHAT-16744 — Addresses excessive white space in modal pop-up calendars.
- CHAT-16747 — Fixes "Scheduling Component Error" when rescheduling via SMS.
- CHAT-16755 — Investigates and manages white space issues in the mobile booking flow.
- CHAT-16777 — Resolves white space/scroll issues in white-glove service booking.
- CHAT-16785 — Ensures correct rendering of Company Logo URL in editor and page.
- CHAT-16794 — Initial investigation and partial fix for white space in modal/new tab views.
- CHAT-16797 — Removes Organizer Email field from Scheduler Editor.
- CHAT-16816 — Finalizes fixes for white space issues in modal and new tab views.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through available time slots. The system ensures that company logos are correctly rendered in both the scheduling editor and the visitor-facing page. Ongoing refinements have been made to optimize layout spacing in both modal and new-tab views to prevent excessive white space.
Service Management
Administrators can copy the scheduling page link directly from the service type grid. The system supports consistent branding by correctly displaying the company logo URL. Note: The 'Organizer Email' field has been removed from the Scheduler Editor to prevent user confusion.
Data Synchronization and Form Integrity
- Auto-population: Phone and Address fields correctly sync to the Nylas calendar, even with custom labels.
- Form Accuracy: The Appointment Confirmation form displays the Representative Name, Timezone, and accurate labels.
- Initialization: New pages correctly initialize fields post-migration.
Reminders and Lifecycle
- Rescheduling: Users can manage appointments via links in email or SMS notifications without encountering "Scheduling Component Error" messages.
- Reminder Configuration: The "Add Reminder" modal correctly displays the Email Subject field upon initial opening.
Mobile and UI Optimization
- Mobile Scrolling: The scheduler supports smooth scrolling on mobile devices.
- Layout Adjustments: Improvements have been implemented to address excessive white space in modal pop-ups and new tab views. Note that some layout behaviors (such as scroll-dependent timezone searching) are managed by the underlying Nylas integration.
Ticket coverage
- CHAT-16568 — Implements support for both new tab and modal pop-up display options.
- CHAT-16580 — Fixes missing fields (Timezone, Representative Name) and label duplication.
- CHAT-16581 — Resolves errors when resending appointment details in active chats.
- CHAT-16582 — Fixes Phone/Address auto-population on new pages.
- CHAT-16589 — Adds direct "copy link" action to service type grid.
- CHAT-16609 — Ensures Phone/Address sync with custom labels.
- CHAT-16610 — Fixes hidden Email Subject field in Add Reminder modal.
- CHAT-16611 — Resolves "Scheduling Component Error" on cancel/reschedule links.
- CHAT-16734 — Enables smooth scrolling for time slots on mobile devices.
- CHAT-16744 — Addresses excessive white space in modal pop-up calendars.
- CHAT-16747 — Fixes "Scheduling Component Error" when rescheduling via SMS.
- CHAT-16755 — Investigates and manages white space issues in the mobile booking flow.
- CHAT-16777 — Resolves white space/scroll issues in white-glove service booking.
- CHAT-16785 — Ensures correct rendering of Company Logo URL in editor and page.
- CHAT-16794 — Initial investigation and partial fix for white space in modal/new tab views.
- CHAT-16797 — Removes Organizer Email field from Scheduler Editor.
- CHAT-16816 — Finalizes fixes for white space issues in modal and new tab views.
Appointment Scheduler v3 Migration and Sync Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'unique identifier' mentioned in CHAT-16584 is implemented as a system-level suffix.
- The migration process is a one-time transition per company/environment.
- The 'customer portal' refers to the internal or client-facing interface where appointment pages are managed.
graph LR
A[Start Migration] --> B[Migrate V2 Pages to V3]
B --> C[Authorize Representative]
C --> D[Generate/Edit Page with Unique Slug]
D --> E[Update API Routing to V3]
E --> F[Visitor Accesses Scheduling Page]
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Overview
The Appointment Scheduler v3 migration ensures seamless compatibility with the updated Nylas v3 infrastructure. This update addresses critical data integrity, API routing, and provisioning issues encountered during the transition from v2 to v3, ensuring that appointment pages, Outlook representative authorizations, and scheduling configurations remain functional across environments.
Key Capabilities
- Unique Slug Generation: Prevents collision errors by appending unique identifiers to appointment page titles, ensuring cross-environment compatibility.
- V2 to V3 Data Migration: Automates the transition of existing appointment pages to the new v3 schema.
- API Modernization: Updates customer portal endpoints to ensure they communicate with v3-compliant APIs, preventing null-field errors and 404 responses.
- Provisioning Integrity: Ensures that authorized Outlook representatives and their associated pages are correctly migrated to the company profile upon generation.
User and System Flow
- Migration Initiation: The system triggers a data migration process to move existing v2 appointment pages to the v3 infrastructure.
- Authorization: Users authorize representatives (e.g., Outlook) via the provisioning section. The system validates the authorization and links the representative to the company.
- Page Creation: When creating or editing an appointment page, the system automatically generates a unique slug (using timestamps or company keys) to prevent title collisions.
- API Routing: The customer portal routes scheduling requests through updated v3 APIs, ensuring all required fields (such as
account_id) are populated. - Visitor Access: Visitors access the scheduling page; the system retrieves the v3 configuration, allowing for successful meeting booking.
Business Rules and Constraints
- Slug Uniqueness: Appointment page titles must be unique across environments to avoid Nylas slug errors. The system enforces this by appending a unique identifier.
- API Compliance: All scheduling configuration requests must utilize v3-compliant endpoints. Legacy v2 endpoints will return 404 errors or validation failures.
- Provisioning: Outlook representatives must be fully authorized before the associated page can be migrated to the company profile.
Ticket coverage
- CHAT-16584 — Implements unique identifier appending to appointment page titles to prevent Nylas slug collision errors across environments.
- CHAT-16599 — Executes the backend data migration process to transition existing appointment pages from the v2 schema to v3.
- CHAT-16601 — Updates customer portal APIs to v3 standards, resolving 'Field may not be null' and 404 errors during appointment page creation.
- CHAT-16604 — Fixes a synchronization issue where Outlook representative pages failed to migrate to the company profile after authorization.
- CHAT-16614 — Resolves 404 errors and console exceptions occurring when editing legacy pages by ensuring proper migration to v3 configuration APIs.
- CHAT-16615 — Fixes 'Configuration not found' errors on the visitor-facing scheduling page by ensuring v3 configurations are correctly loaded.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler v3 migration ensures seamless compatibility with the updated Nylas v3 infrastructure. This update addresses critical data integrity, API routing, and provisioning issues encountered during the transition from v2 to v3, ensuring that appointment pages, Outlook representative authorizations, and scheduling configurations remain functional across environments.
Key Capabilities
- Unique Slug Generation: Prevents collision errors by appending unique identifiers to appointment page titles, ensuring cross-environment compatibility.
- V2 to V3 Data Migration: Automates the transition of existing appointment pages to the new v3 schema.
- API Modernization: Updates customer portal endpoints to ensure they communicate with v3-compliant APIs, preventing null-field errors and 404 responses.
- Provisioning Integrity: Ensures that authorized Outlook representatives and their associated pages are correctly migrated to the company profile upon generation.
User and System Flow
- Migration Initiation: The system triggers a data migration process to move existing v2 appointment pages to the v3 infrastructure.
- Authorization: Users authorize representatives (e.g., Outlook) via the provisioning section. The system validates the authorization and links the representative to the company.
- Page Creation: When creating or editing an appointment page, the system automatically generates a unique slug (using timestamps or company keys) to prevent title collisions.
- API Routing: The customer portal routes scheduling requests through updated v3 APIs, ensuring all required fields (such as
account_id) are populated. - Visitor Access: Visitors access the scheduling page; the system retrieves the v3 configuration, allowing for successful meeting booking.
Business Rules and Constraints
- Slug Uniqueness: Appointment page titles must be unique across environments to avoid Nylas slug errors. The system enforces this by appending a unique identifier.
- API Compliance: All scheduling configuration requests must utilize v3-compliant endpoints. Legacy v2 endpoints will return 404 errors or validation failures.
- Provisioning: Outlook representatives must be fully authorized before the associated page can be migrated to the company profile.
Ticket coverage
- CHAT-16584 — Implements unique identifier appending to appointment page titles to prevent Nylas slug collision errors across environments.
- CHAT-16599 — Executes the backend data migration process to transition existing appointment pages from the v2 schema to v3.
- CHAT-16601 — Updates customer portal APIs to v3 standards, resolving 'Field may not be null' and 404 errors during appointment page creation.
- CHAT-16604 — Fixes a synchronization issue where Outlook representative pages failed to migrate to the company profile after authorization.
- CHAT-16614 — Resolves 404 errors and console exceptions occurring when editing legacy pages by ensuring proper migration to v3 configuration APIs.
- CHAT-16615 — Fixes 'Configuration not found' errors on the visitor-facing scheduling page by ensuring v3 configurations are correctly loaded.
Appointment Scheduler Nylas Provisioning Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy portal' refers to the internal administrative interface used by Vendormax staff.
- White-glove service implies a manual or concierge-style scheduling setup managed by internal teams.
- The 'internal tool' is the primary target for future migrations away from Nylas.
graph LR
A[Start Provisioning] --> B[Select Provider Type]
B --> C[Add Representative]
C --> D[Trigger Authorization]
D --> E{Authorization Success?}
E -- Yes --> F[Migrate Page to Company]
E -- No --> G[Display Error/Timeout]
F --> H[Enable Scheduling Functionality]
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Overview
The Appointment Scheduler Provisioning Configuration provides internal Vendormax users with the ability to manage and toggle between different appointment scheduling backends. This feature ensures operational flexibility during the transition from legacy Nylas-based scheduling to the internal Blazeo appointment tool or white-glove services.
Configuration Management
Internal users can configure scheduling providers at both the customer and partner levels. This control mechanism allows administrators to:
- Select the active scheduling provider (Nylas, Internal Tool, or White-Glove).
- Identify which provider is currently applied to specific accounts.
- Manage the migration path for accounts transitioning to the internal tool.
Provisioning Workflow
When provisioning a representative for appointment scheduling, the system executes the following authorization flow:
- Initiation: The user adds a representative within the provisioning section of the legacy portal.
- Authorization: The user triggers the authorization process for the representative's email account (Gmail or Outlook).
- Validation: The system validates the credentials and links the representative to the company.
- Completion: Upon successful authorization, the page is migrated to the company, and the scheduling functionality becomes active.
Error Handling and Constraints
- Server Timeouts: The system includes fixes for server timeout errors that previously prevented representatives from being approved during the authorization phase.
- Functional Integrity: Post-authorization, the system ensures that pages are not only created but are fully editable and functional within the company environment.
- Provider Support: The configuration supports both Gmail and Outlook providers, ensuring consistent authorization behavior across platforms.
Ticket coverage
- CHAT-16569 — Introduces a configuration interface in the legacy portal to toggle between Nylas, internal appointment tools, and white-glove services at the customer and partner levels.
- CHAT-16590 — Resolves server timeout errors during representative authorization and ensures that provisioned pages are correctly migrated, editable, and functional within the company.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler Provisioning Configuration provides internal Vendormax users with the ability to manage and toggle between different appointment scheduling backends. This feature ensures operational flexibility during the transition from legacy Nylas-based scheduling to the internal Blazeo appointment tool or white-glove services.
Configuration Management
Internal users can configure scheduling providers at both the customer and partner levels. This control mechanism allows administrators to:
- Select the active scheduling provider (Nylas, Internal Tool, or White-Glove).
- Identify which provider is currently applied to specific accounts.
- Manage the migration path for accounts transitioning to the internal tool.
Provisioning Workflow
When provisioning a representative for appointment scheduling, the system executes the following authorization flow:
- Initiation: The user adds a representative within the provisioning section of the legacy portal.
- Authorization: The user triggers the authorization process for the representative's email account (Gmail or Outlook).
- Validation: The system validates the credentials and links the representative to the company.
- Completion: Upon successful authorization, the page is migrated to the company, and the scheduling functionality becomes active.
Error Handling and Constraints
- Server Timeouts: The system includes fixes for server timeout errors that previously prevented representatives from being approved during the authorization phase.
- Functional Integrity: Post-authorization, the system ensures that pages are not only created but are fully editable and functional within the company environment.
- Provider Support: The configuration supports both Gmail and Outlook providers, ensuring consistent authorization behavior across platforms.
Ticket coverage
- CHAT-16569 — Introduces a configuration interface in the legacy portal to toggle between Nylas, internal appointment tools, and white-glove services at the customer and partner levels.
- CHAT-16590 — Resolves server timeout errors during representative authorization and ensures that provisioned pages are correctly migrated, editable, and functional within the company.
Conversational AI Chatbot API and Integration Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'chatbot identifier' is a unique UUID or slug assigned to each chatbot instance.
- The 'Call Connect' feature assumes an existing telephony integration is configured in the backend.
- Prompt generation updates are triggered automatically upon changes to company business info.
graph LR
A[Visitor Initiates Chat] --> B[Chatbot Identifier Validation]
B --> C[Display Pre-chat Greeting]
C --> D[Conversational AI Processing]
D --> E{Lead Qualification/Must-Ask}
E --> F[Call Connect Escalation]
✎ This documentation has been manually edited.
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Overview
The Conversational AI framework has been enhanced to transition from legacy company-key based authentication to a modern, chatbot-centric invitation model. This update introduces robust API endpoints for managing business information, custom question-answer pairs, and automated prompt generation for lead qualification and mandatory questioning.
Core Capabilities
- Chatbot-Centric Initiation: Chat sessions now initiate via chatbot identifiers rather than legacy company keys.
- Dynamic Prompting: The system supports automated prompt generation for 'Must-Ask' questions and lead qualification, with incremental updates to system messages and greeting integration.
- Pre-chat Integration: Chatbot greetings are now natively supported within the pre-chat flow.
- Data Management: Comprehensive CRUD operations are available for business information, website endpoints, and custom Q&A pairs.
- Call Integration: The conversational flow now supports 'Call Connect' functionality to bridge AI interactions with live voice support.
User/System Flow
- Initialization: The visitor initiates a chat session using a chatbot identifier.
- Greeting: The system retrieves the configured chatbot greeting and displays it within the pre-chat interface.
- Interaction: The AI processes user input, utilizing business information and custom Q&A data to provide responses.
- Qualification: The system triggers 'Must-Ask' questions and lead qualification prompts as defined in the backend.
- Escalation: If required, the system invokes the 'Call Connect' flow to transition the user to a live agent.
Ticket coverage
- CHAT-16573 — Implements chatbot-based invitation logic to replace legacy company-key authentication.
- CHAT-16575 — Integrates 'Call Connect' functionality directly into the conversational AI flow.
- CHAT-16576 — Adds file upload capabilities for chatbot API data ingestion.
- CHAT-16578 — Updates the chat initiation process to use chatbot identifiers instead of company keys.
- CHAT-16579 — Creates the MustAskQuestionCategory API for managing mandatory inquiry categories.
- CHAT-16586 — Enables the addition of custom question-answer pairs for chatbot training.
- CHAT-16598 — Implements automated prompt generation logic for MustAskQuestions.
- CHAT-16600 — Introduces the Chatbot-greeting-message API for managing welcome messages.
- CHAT-16602 — Develops the prompt generation framework for lead qualification.
- CHAT-16603 — Provides incremental updates to prompt strings, including system messages and company info synchronization.
- CHAT-16605 — Ensures chatbot greetings are correctly rendered within the pre-chat flow.
- CHAT-16608 — Adds searching and sorting capabilities for chatbot grid/list views.
- CHAT-16613 — Establishes dedicated API endpoints for chatbot website integration.
- CHAT-16616 — Performs general code refactoring to improve system maintainability.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Conversational AI framework has been enhanced to transition from legacy company-key based authentication to a modern, chatbot-centric invitation model. This update introduces robust API endpoints for managing business information, custom question-answer pairs, and automated prompt generation for lead qualification and mandatory questioning.
Core Capabilities
- Chatbot-Centric Initiation: Chat sessions now initiate via chatbot identifiers rather than legacy company keys.
- Dynamic Prompting: The system supports automated prompt generation for 'Must-Ask' questions and lead qualification, with incremental updates to system messages and greeting integration.
- Pre-chat Integration: Chatbot greetings are now natively supported within the pre-chat flow.
- Data Management: Comprehensive CRUD operations are available for business information, website endpoints, and custom Q&A pairs.
- Call Integration: The conversational flow now supports 'Call Connect' functionality to bridge AI interactions with live voice support.
User/System Flow
- Initialization: The visitor initiates a chat session using a chatbot identifier.
- Greeting: The system retrieves the configured chatbot greeting and displays it within the pre-chat interface.
- Interaction: The AI processes user input, utilizing business information and custom Q&A data to provide responses.
- Qualification: The system triggers 'Must-Ask' questions and lead qualification prompts as defined in the backend.
- Escalation: If required, the system invokes the 'Call Connect' flow to transition the user to a live agent.
Ticket coverage
- CHAT-16573 — Implements chatbot-based invitation logic to replace legacy company-key authentication.
- CHAT-16575 — Integrates 'Call Connect' functionality directly into the conversational AI flow.
- CHAT-16576 — Adds file upload capabilities for chatbot API data ingestion.
- CHAT-16578 — Updates the chat initiation process to use chatbot identifiers instead of company keys.
- CHAT-16579 — Creates the MustAskQuestionCategory API for managing mandatory inquiry categories.
- CHAT-16586 — Enables the addition of custom question-answer pairs for chatbot training.
- CHAT-16598 — Implements automated prompt generation logic for MustAskQuestions.
- CHAT-16600 — Introduces the Chatbot-greeting-message API for managing welcome messages.
- CHAT-16602 — Develops the prompt generation framework for lead qualification.
- CHAT-16603 — Provides incremental updates to prompt strings, including system messages and company info synchronization.
- CHAT-16605 — Ensures chatbot greetings are correctly rendered within the pre-chat flow.
- CHAT-16608 — Adds searching and sorting capabilities for chatbot grid/list views.
- CHAT-16613 — Establishes dedicated API endpoints for chatbot website integration.
- CHAT-16616 — Performs general code refactoring to improve system maintainability.
Voice Onboarding and Configuration
▶ 2 earlier versions
▶ 3 assumptions
Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, and administrative workflows in both the legacy and new portals.
Key Features and Enhancements
Field Validation and Data Entry
- Fax Number: The Fax number field is no longer mandatory.
- Call Forwarding: Restricted to internal admin users; locked/greyed out for partners and sales teams.
- Call Center Forwarding Number: This field is now non-mandatory.
- Cost Fields: The system accepts '0' as a valid entry for 'Cost with current call center'.
- Anticipated Minute Usage: This field now accepts alphanumeric text and special characters, removing the previous numeric-only constraint.
- Decimal Support: The 'Price per Min' field supports decimal values.
- Lead Delivery Emails: Supports submission of multiple email addresses.
Pricing Configuration
- Tiered and Per-Minute Pricing: Available for Direct and Reseller customer types.
- Direct Pricing Plans: BV.75 ($249/mo), BV.150 ($349/mo), BV.400 ($795/mo), and BV.1000+ ($1,645/mo).
- Reseller Pricing: Specific rates applied for WLP/resellers ($174/mo and $244/mo tiers).
Call Transfer and Appointment Settings
- Call Transfer: 'Firm Transfer Number' field removed. 'Call Transfer Enabled' includes a sub-section for 'Hours' to submit operational hours.
- Appointment Scheduling: Users can define calendar system details, locations, durations, and multiple appointment URLs, each with a customizable title.
Service Options and UI
- Service Options: 'Abandon Miss Calls' is replaced by 'Call abandoned calls right away' and 'Call abandoned calls during TCPA hours'.
- Terminology: UI labels corrected, including 'Contract signing feature' (formerly 'Contact signing feature').
Ticket coverage
- CHAT-16591 — Removes mandatory requirement for Fax number.
- CHAT-16592 — Locks Call Forwarding for non-admin users.
- CHAT-16593 — Removes 'Firm Transfer Number' and adds 'Hours' tracking.
- CHAT-16595 — Enables decimal support in 'Price per Min'.
- CHAT-16596 — Resolves multi-email submission errors.
- CHAT-16618 — Implements tiered/per-minute pricing.
- CHAT-16619 — Adds appointment scheduling with multiple link support.
- CHAT-16620 — Corrects UI typos.
- CHAT-16621 — Updates TCPA-compliant service options.
- CHAT-16622/16624/16625 — Deferred features.
- CHAT-16626 — Allows '0' for 'Cost with current call center'.
- CHAT-16786 — Adds support for multiple appointment links with titles, updates 'Anticipated Minute Usage' to text/special character input, makes 'Call Center Forwarding Number' non-mandatory, and fixes 'Contract signing feature' spelling.
Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, and administrative workflows in both the legacy and new portals.
Key Features and Enhancements
Field Validation and Data Entry
- Fax Number: The Fax number field is no longer mandatory, allowing users to proceed with onboarding without providing this information.
- Call Forwarding: This field is now restricted to internal admin users. For partners and sales teams, the field is locked/greyed out to prevent unauthorized input.
- Cost Fields: The system now accepts '0' as a valid entry for 'Cost with current call center' fields.
- Decimal Support: The 'Price per Min' field now supports decimal values, resolving previous save errors caused by integer-only constraints.
- Lead Delivery Emails: Users can now submit multiple email addresses for lead delivery without encountering save errors.
Pricing Configuration
- Tiered and Per-Minute Pricing: Both pricing models are available. Pricing is customized based on user type (Direct vs. Reseller).
- Direct Pricing Plans: Four plans are available: BV.75 ($249/mo), BV.150 ($349/mo), BV.400 ($795/mo), and BV.1000+ ($1,645/mo).
- Reseller Pricing: Specific rates are applied for WLP/resellers ($174/mo and $244/mo tiers).
Call Transfer and Appointment Settings
- Call Transfer: The 'Firm Transfer Number' field has been removed. The 'Call Transfer Enabled' section now includes a sub-section for 'Hours', allowing users to submit operational hours for each user.
- Appointment Scheduling: A new section allows users to define appointment settings, including calendar system details, appointment URLs (multiple supported), locations, and durations.
Service Options and UI
- Service Options: The 'Abandon Miss Calls' option is replaced by two distinct choices: 'Call abandoned calls right away' and 'Call abandoned calls during TCPA hours'.
- Terminology: Various UI labels have been corrected, including 'Reason for leaving current call center', 'Contract Signing Feature', and 'Can contact customer directly'.
Ticket coverage
- CHAT-16591 — Removes the mandatory requirement for the Fax number field.
- CHAT-16592 — Locks the Call Forwarding field for non-admin users to ensure only internal teams manage this data.
- CHAT-16593 — Removes the redundant 'Firm Transfer Number' field and adds an 'Hours' tracking section to 'Call Transfer Enabled'.
- CHAT-16595 — Fixes a bug preventing the Voice tab from saving by enabling decimal value support in the 'Price per Min' field.
- CHAT-16596 — Resolves an issue preventing the submission of multiple lead delivery email addresses.
- CHAT-16618 — Implements updated tiered and per-minute pricing structures for Direct and Reseller customer types.
- CHAT-16619 — Adds a new section for managing appointment scheduling, including support for multiple appointment links.
- CHAT-16620 — Corrects typos in UI labels across the legacy and new portals.
- CHAT-16621 — Updates service options to replace 'Abandon Miss Calls' with specific TCPA-compliant call handling choices.
- CHAT-16622 — Documentation note: This feature is deferred; existing attachment sections should be used.
- CHAT-16624 — Documentation note: This feature is deferred to avoid workflow impact.
- CHAT-16625 — Documentation note: This feature is deferred; current 'apexvoice' key usage remains in place.
- CHAT-16626 — Updates logic to allow '0' as a valid input for the 'Cost with current call center' field.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- CHAT-16787 was explicitly marked as 'Do not pick up', therefore it is excluded from functional implementation.
- The legacy system validation for Voice Representatives is intended to match the existing logic already present in the new portal.
- The renaming of the flag to 'Voice' implies the module is intended to support more than just the initial onboarding phase.
graph LR
A[Start Voice Configuration] --> B[Configure Pricing & Account Details]
B --> C[Set Call Transfer Hours]
C --> D[Configure Appointment Settings & Links]
D --> E[Add Voice Representatives]
E --> F[Submit Voice Configuration]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
Key Features and Enhancements
Field Validation and Data Entry
- Fax Number: The Fax number field is no longer mandatory.
- Call Forwarding: Restricted to internal admin users; locked/greyed out for partners and sales teams.
- Call Center Forwarding Number: This field is now non-mandatory.
- Cost Fields: The system accepts '0' as a valid entry for 'Cost with current call center'.
- Anticipated Minute Usage: This field now accepts alphanumeric text and special characters.
- Decimal Support: The 'Price per Min' field supports decimal values.
- Lead Delivery Emails: Supports submission of multiple email addresses.
- Data Synchronization: Voice fields (CRM System, Current Phone Provider, Service Area, Practice Area, Cost with current call center) and Pricing section fields (Setup fee, Email Address for billing) are now correctly reflected in the company profile.
- Voice Representative Validation: Added phone number validation and overlap time checks for the Add Voice Representative process in the legacy system.
Pricing Configuration
- Tiered and Per-Minute Pricing: Available for Direct and Reseller customer types.
- Direct Pricing Plans: BV.75 ($249/mo), BV.150 ($349/mo), BV.400 ($795/mo), and BV.1000+ ($1,645/mo).
- Reseller Pricing: Specific rates applied for WLP/resellers ($174/mo and $244/mo tiers).
- UI Cleanup: Duplicate radio buttons in the Pricing section for Account and Provisioning have been removed.
Call Transfer and Appointment Settings
- Call Transfer: 'Firm Transfer Number' field removed. 'Call Transfer Enabled' includes a sub-section for 'Hours' to submit operational hours.
- Appointment Scheduling: Users can define calendar system details, locations, durations, and multiple appointment URLs, each with a customizable title.
Service Options and UI
- Service Options: 'Abandon Miss Calls' is replaced by 'Call abandoned calls right away' and 'Call abandoned calls during TCPA hours'.
- Terminology: UI labels corrected, including 'Contract signing feature'.
- System Flag: The legacy portal host-level flag has been renamed from 'Voice Onboarding' to 'Voice' to reflect broader functionality.
Ticket coverage
- CHAT-16591 — Removes mandatory requirement for Fax number.
- CHAT-16592 — Locks Call Forwarding for non-admin users.
- CHAT-16593 — Removes 'Firm Transfer Number' and adds 'Hours' tracking.
- CHAT-16595 — Enables decimal support in 'Price per Min'.
- CHAT-16596 — Resolves multi-email submission errors.
- CHAT-16618 — Implements tiered/per-minute pricing.
- CHAT-16619 — Adds appointment scheduling with multiple link support.
- CHAT-16620 — Corrects UI typos.
- CHAT-16621 — Updates TCPA-compliant service options.
- CHAT-16626 — Allows '0' for 'Cost with current call center'.
- CHAT-16786 — Adds support for multiple appointment links with titles, updates 'Anticipated Minute Usage' to text/special character input, makes 'Call Center Forwarding Number' non-mandatory, and fixes 'Contract signing feature' spelling.
- CHAT-16787 — Feature deferred/not implemented.
- CHAT-16812 — Ensures voice fields correctly reflect company values.
- CHAT-16825 — Removes duplicate radio buttons in Pricing section.
- CHAT-16841 — Ensures Pricing section fields reflect company values.
- CHAT-16842 — Adds validation for phone numbers and time overlaps in legacy Voice Representative process.
- CHAT-16860 — Renames host-level flag from 'Voice Onboarding' to 'Voice'.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
Key Features and Enhancements
Field Validation and Data Entry
- Fax Number: The Fax number field is no longer mandatory.
- Call Forwarding: Restricted to internal admin users; locked/greyed out for partners and sales teams.
- Call Center Forwarding Number: This field is now non-mandatory.
- Cost Fields: The system accepts '0' as a valid entry for 'Cost with current call center'.
- Anticipated Minute Usage: This field now accepts alphanumeric text and special characters.
- Decimal Support: The 'Price per Min' field supports decimal values.
- Lead Delivery Emails: Supports submission of multiple email addresses.
- Data Synchronization: Voice fields (CRM System, Current Phone Provider, Service Area, Practice Area, Cost with current call center) and Pricing section fields (Setup fee, Email Address for billing) are now correctly reflected in the company profile.
- Voice Representative Validation: Added phone number validation and overlap time checks for the Add Voice Representative process in the legacy system.
Pricing Configuration
- Tiered and Per-Minute Pricing: Available for Direct and Reseller customer types.
- Direct Pricing Plans: BV.75 ($249/mo), BV.150 ($349/mo), BV.400 ($795/mo), and BV.1000+ ($1,645/mo).
- Reseller Pricing: Specific rates applied for WLP/resellers ($174/mo and $244/mo tiers).
- UI Cleanup: Duplicate radio buttons in the Pricing section for Account and Provisioning have been removed.
Call Transfer and Appointment Settings
- Call Transfer: 'Firm Transfer Number' field removed. 'Call Transfer Enabled' includes a sub-section for 'Hours' to submit operational hours.
- Appointment Scheduling: Users can define calendar system details, locations, durations, and multiple appointment URLs, each with a customizable title.
Service Options and UI
- Service Options: 'Abandon Miss Calls' is replaced by 'Call abandoned calls right away' and 'Call abandoned calls during TCPA hours'.
- Terminology: UI labels corrected, including 'Contract signing feature'.
- System Flag: The legacy portal host-level flag has been renamed from 'Voice Onboarding' to 'Voice' to reflect broader functionality.
Ticket coverage
- CHAT-16591 — Removes mandatory requirement for Fax number.
- CHAT-16592 — Locks Call Forwarding for non-admin users.
- CHAT-16593 — Removes 'Firm Transfer Number' and adds 'Hours' tracking.
- CHAT-16595 — Enables decimal support in 'Price per Min'.
- CHAT-16596 — Resolves multi-email submission errors.
- CHAT-16618 — Implements tiered/per-minute pricing.
- CHAT-16619 — Adds appointment scheduling with multiple link support.
- CHAT-16620 — Corrects UI typos.
- CHAT-16621 — Updates TCPA-compliant service options.
- CHAT-16626 — Allows '0' for 'Cost with current call center'.
- CHAT-16786 — Adds support for multiple appointment links with titles, updates 'Anticipated Minute Usage' to text/special character input, makes 'Call Center Forwarding Number' non-mandatory, and fixes 'Contract signing feature' spelling.
- CHAT-16787 — Feature deferred/not implemented.
- CHAT-16812 — Ensures voice fields correctly reflect company values.
- CHAT-16825 — Removes duplicate radio buttons in Pricing section.
- CHAT-16841 — Ensures Pricing section fields reflect company values.
- CHAT-16842 — Adds validation for phone numbers and time overlaps in legacy Voice Representative process.
- CHAT-16860 — Renames host-level flag from 'Voice Onboarding' to 'Voice'.
Portal Onboarding and Settings Documentation
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, and intelligent chatbot suggestions.
Onboarding and Portal Configuration
Appointment Scheduling and Voice Tabs
The New Portal onboarding section now correctly displays the 'Appointment Scheduling' and 'Voice' tabs. These tabs appear automatically when the corresponding features are enabled at the host level. If these tabs are missing, ensure the host-level permissions are correctly configured.
Suggestive Chatbot Integration
Within the Company Settings, the 'Virtual Assistant' dropdown now provides a list of suggestive chatbots associated with the company. This streamlines the selection process by surfacing relevant AI agents directly to the user.
AI Script Flow Diagram
The Script Flow Diagram in the AI feature provides a visual representation of interaction scripts.
- Script Prioritization: When multiple scripts exist (e.g., separate scripts for desktop and mobile), the system prioritizes the desktop message script for display in the diagram.
- Plain Text Handling: The system is currently optimized for structured scripts; plain text handling is a consideration for future iterations.
Quote Management Validation
To ensure data integrity, the company key field in the quote section includes strict input validation:
- Constraint: Company keys cannot contain spaces or special characters.
- Error Handling: If a user enters an invalid character, a warning pop-up appears. The user must correct the input before the system allows the quote creation to proceed.
Automation: Quick Reply & Rules Engine
The system now supports automated category selection based on visitor quick reply selections. This reduces manual agent intervention by mapping visitor interactions directly to predefined dropdown options.
Ticket coverage
- CHAT-16587 — Restores visibility of Appointment Scheduling and Voice tabs in the New Portal onboarding section.
- CHAT-16588 — Fixes the display of scripts in the AI Script Flow Diagram, prioritizing desktop scripts when multiple variants exist.
- CHAT-16607 — Introduces automation to map visitor quick reply selections to dropdown categories.
- CHAT-16612 — Implements validation on the company key field to block special characters and spaces, including an error warning pop-up.
- CHAT-16627 — Adds a suggestive list of chatbots to the Virtual Assistant dropdown within Company Settings.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Invalid column name' error (CHAT-16814) was an environment-specific database schema mismatch that is now resolved.
- The billing email field (CHAT-16843) is considered a critical component of the Voice tab configuration.
- The intro email update (CHAT-16861) is intended to improve user adoption and understanding of the platform.
graph LR
A[Start Onboarding] --> B[Generate/Input Company Key]
B --> C{Valid Key?}
C -- No --> D[Show Error Pop-up]
C -- Yes --> E[Fill Voice/Billing Details]
E --> F[Create Company]
G[Account Reactivated] --> H[Notify Accounting Team]
I[Visitor Quick Reply] --> J[Rules Engine]
J --> K[Auto-select Dropdown Option]
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Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
Onboarding and Portal Configuration
Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions are correctly configured.
Company Key Generation and Validation
During the onboarding process, the system automatically generates a company key based on the 'Company Name'.
- Validation: Company keys must consist only of digits or characters from a to z. Spaces and special characters are prohibited.
- Error Handling: If an invalid key is manually entered, a warning pop-up appears, requiring correction before proceeding.
Billing and Account Management
- Billing Email: Users must populate the 'Email address for billing' field within the Voice tab during company generation to ensure proper invoice routing.
- Account Activation Notifications: When a previously deactivated account is reactivated, the system automatically triggers a notification to the accounting team to ensure billing is resumed.
Suggestive Chatbot Integration
Within Company Settings, the 'Virtual Assistant' dropdown surfaces relevant AI agents associated with the company to streamline selection.
AI Script Flow Diagram
The Script Flow Diagram provides a visual representation of interaction scripts.
- Script Prioritization: The system prioritizes the desktop message script for display when multiple variants (e.g., mobile/desktop) exist.
Automation: Quick Reply & Rules Engine
The system supports automated category selection by mapping visitor quick reply selections directly to predefined dropdown options, reducing manual agent intervention.
User Communication
- Introductory Emails: The welcome email sent to new portal users has been updated to provide clearer context regarding the platform's Live Chat capabilities and portal access.
Ticket coverage
- CHAT-16587 — Restores visibility of Appointment Scheduling and Voice tabs.
- CHAT-16588 — Fixes AI Script Flow Diagram to prioritize desktop scripts.
- CHAT-16607 — Maps visitor quick replies to dropdown categories.
- CHAT-16612 — Implements strict validation on the company key field.
- CHAT-16627 — Adds suggestive chatbot list to Virtual Assistant dropdown.
- CHAT-16796 — Sends notification to accounting upon account reactivation.
- CHAT-16814 — Fixes 'Invalid column name' error preventing company access.
- CHAT-16822 — Ensures automatic generation of company keys during onboarding.
- CHAT-16843 — Fixes persistence of 'Email address for billing' field data.
- CHAT-16861 — Updates intro email copy to improve product communication.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
Onboarding and Portal Configuration
Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions are correctly configured.
Company Key Generation and Validation
During the onboarding process, the system automatically generates a company key based on the 'Company Name'.
- Validation: Company keys must consist only of digits or characters from a to z. Spaces and special characters are prohibited.
- Error Handling: If an invalid key is manually entered, a warning pop-up appears, requiring correction before proceeding.
Billing and Account Management
- Billing Email: Users must populate the 'Email address for billing' field within the Voice tab during company generation to ensure proper invoice routing.
- Account Activation Notifications: When a previously deactivated account is reactivated, the system automatically triggers a notification to the accounting team to ensure billing is resumed.
Suggestive Chatbot Integration
Within Company Settings, the 'Virtual Assistant' dropdown surfaces relevant AI agents associated with the company to streamline selection.
AI Script Flow Diagram
The Script Flow Diagram provides a visual representation of interaction scripts.
- Script Prioritization: The system prioritizes the desktop message script for display when multiple variants (e.g., mobile/desktop) exist.
Automation: Quick Reply & Rules Engine
The system supports automated category selection by mapping visitor quick reply selections directly to predefined dropdown options, reducing manual agent intervention.
User Communication
- Introductory Emails: The welcome email sent to new portal users has been updated to provide clearer context regarding the platform's Live Chat capabilities and portal access.
Ticket coverage
- CHAT-16587 — Restores visibility of Appointment Scheduling and Voice tabs.
- CHAT-16588 — Fixes AI Script Flow Diagram to prioritize desktop scripts.
- CHAT-16607 — Maps visitor quick replies to dropdown categories.
- CHAT-16612 — Implements strict validation on the company key field.
- CHAT-16627 — Adds suggestive chatbot list to Virtual Assistant dropdown.
- CHAT-16796 — Sends notification to accounting upon account reactivation.
- CHAT-16814 — Fixes 'Invalid column name' error preventing company access.
- CHAT-16822 — Ensures automatic generation of company keys during onboarding.
- CHAT-16843 — Fixes persistence of 'Email address for billing' field data.
- CHAT-16861 — Updates intro email copy to improve product communication.
Chat Widget Performance and Security
▶ 1 earlier version
▶ 2 assumptions
Overview
This documentation covers recent updates to the chat widget, focusing on data security, UI behavior, lead tracking, and form field capabilities.
Phone Number Encryption Logic
The system applies encryption to visitor phone numbers based on geographical validation. Encryption is triggered when the visitor's IP-based country ISO code matches the phone number's country code. For US and CA-based companies, encryption is applied if the phone number originates from these regions.
Constraints:
- Encryption fails if the system cannot resolve the visitor's IP country ISO code.
- Encryption fails if there is a mismatch between the IP country and the phone number country code, which may impact visitors traveling abroad.
Poke Overlay Behavior
The poke overlay is designed to engage visitors after a set period of inactivity.
- Active Chat Handling: The overlay should not appear while a chat session is active.
- Persistence: If a user manually triggers the overlay (e.g., after 30 seconds) and begins typing in the input field, the overlay must automatically dismiss to prevent UI obstruction.
Lead Tracking (GCLID)
The chat widget now captures the Google Click Identifier (GCLID) for all chat types. Previously, this data was only captured for windowed chats; the system now ensures GCLID persistence across all chat configurations to support accurate marketing attribution.
Datetime Question Enhancements
The widget now supports the isBirthday flag within datetime input fields. This allows for specific UI handling or validation logic when collecting date-of-birth information from visitors.
Ticket coverage
- CHAT-16571 — Defines the conditional logic for phone number encryption based on IP-to-phone-number country matching.
- CHAT-16574 — Addresses bugs where the poke overlay persists during active typing or fails to dismiss after user interaction.
- CHAT-16583 — Extends GCLID capture functionality from windowed chats to all chat widget implementations.
- CHAT-16585 — Implements the
isBirthdayflag support for datetime questions within the chat widget.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The fix for CHAT-17424 involves ensuring event propagation logic is robust enough to ignore non-fatal console errors from the Facebook Pixel.
- The Facebook Pixel and GA4 are intended to coexist within the same event lifecycle.
graph LR
A[Visitor Inactivity] --> B{Wait 30s}
B --> C[Trigger Poke Overlay]
C --> D{User Types?}
D -- Yes --> E[Dismiss Overlay]
D -- No --> F[Overlay Remains]
G[Analytics Event Trigger] --> H{Facebook Pixel Enabled?}
H -- Yes --> I[Execute Pixel & GA4]
H -- No --> J[Execute GA4]
✎ This documentation has been manually edited.
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Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
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Overview
This documentation covers recent updates to the chat widget, focusing on data security, UI behavior, lead tracking, form field capabilities, and analytics integration stability.
Phone Number Encryption Logic
The system applies encryption to visitor phone numbers based on geographical validation. Encryption is triggered when the visitor's IP-based country ISO code matches the phone number's country code. For US and CA-based companies, encryption is applied if the phone number originates from these regions.
Constraints:
- Encryption fails if the system cannot resolve the visitor's IP country ISO code.
- Encryption fails if there is a mismatch between the IP country and the phone number country code, which may impact visitors traveling abroad.
Poke Overlay Behavior
The poke overlay is designed to engage visitors after a set period of inactivity.
- Active Chat Handling: The overlay should not appear while a chat session is active.
- Persistence: If a user manually triggers the overlay (e.g., after 30 seconds) and begins typing in the input field, the overlay must automatically dismiss to prevent UI obstruction.
Lead Tracking (GCLID)
The chat widget now captures the Google Click Identifier (GCLID) for all chat types. Previously, this data was only captured for windowed chats; the system now ensures GCLID persistence across all chat configurations to support accurate marketing attribution.
Datetime Question Enhancements
The widget now supports the isBirthday flag within datetime input fields. This allows for specific UI handling or validation logic when collecting date-of-birth information from visitors.
Analytics and Pixel Integration
The chat widget includes compatibility logic to ensure that Facebook Pixel tracking does not interfere with GA4 event firing. The system is configured to maintain event propagation even when console errors are present in specific browsers (Edge/Firefox), ensuring marketing analytics remain consistent.
Ticket coverage
- CHAT-16571 — Defines the conditional logic for phone number encryption based on IP-to-phone-number country matching.
- CHAT-16574 — Addresses bugs where the poke overlay persists during active typing or fails to dismiss after user interaction.
- CHAT-16583 — Extends GCLID capture functionality from windowed chats to all chat widget implementations.
- CHAT-16585 — Implements the
isBirthdayflag support for datetime questions within the chat widget. - CHAT-17424 — Resolves analytics firing disruptions caused by Facebook Pixel tracking, ensuring GA4 events fire reliably across all browsers.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat widget, focusing on data security, UI behavior, lead tracking, form field capabilities, and analytics integration stability.
Phone Number Encryption Logic
The system applies encryption to visitor phone numbers based on geographical validation. Encryption is triggered when the visitor's IP-based country ISO code matches the phone number's country code. For US and CA-based companies, encryption is applied if the phone number originates from these regions.
Constraints:
- Encryption fails if the system cannot resolve the visitor's IP country ISO code.
- Encryption fails if there is a mismatch between the IP country and the phone number country code, which may impact visitors traveling abroad.
Poke Overlay Behavior
The poke overlay is designed to engage visitors after a set period of inactivity.
- Active Chat Handling: The overlay should not appear while a chat session is active.
- Persistence: If a user manually triggers the overlay (e.g., after 30 seconds) and begins typing in the input field, the overlay must automatically dismiss to prevent UI obstruction.
Lead Tracking (GCLID)
The chat widget now captures the Google Click Identifier (GCLID) for all chat types. Previously, this data was only captured for windowed chats; the system now ensures GCLID persistence across all chat configurations to support accurate marketing attribution.
Datetime Question Enhancements
The widget now supports the isBirthday flag within datetime input fields. This allows for specific UI handling or validation logic when collecting date-of-birth information from visitors.
Analytics and Pixel Integration
The chat widget includes compatibility logic to ensure that Facebook Pixel tracking does not interfere with GA4 event firing. The system is configured to maintain event propagation even when console errors are present in specific browsers (Edge/Firefox), ensuring marketing analytics remain consistent.
Ticket coverage
- CHAT-16571 — Defines the conditional logic for phone number encryption based on IP-to-phone-number country matching.
- CHAT-16574 — Addresses bugs where the poke overlay persists during active typing or fails to dismiss after user interaction.
- CHAT-16583 — Extends GCLID capture functionality from windowed chats to all chat widget implementations.
- CHAT-16585 — Implements the
isBirthdayflag support for datetime questions within the chat widget. - CHAT-17424 — Resolves analytics firing disruptions caused by Facebook Pixel tracking, ensuring GA4 events fire reliably across all browsers.
Chat Widget Interaction Flows
▶ 4 earlier versions
▶ 2 assumptions
Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms. It also addresses session lifecycle management and dynamic configuration options for pre-chat and onboarding elements.
Multi-Selection Interaction Flow
- Trigger: The user receives a multi-selection prompt in the chat.
- Selection: The user clicks options, which feature fixed-length buttons. If an option label exceeds 23 characters, a tooltip is displayed to show the full text. Upon selection, the 'plus' icon transitions to a 'check mark', and the button style updates to a black background with white text.
- Confirmation: The 'Confirm' button, initially disabled (light green), becomes enabled once at least one selection is made. The system ensures consistent reliability for these buttons, even when used in pre-chat contexts.
- Submission: Clicking 'Confirm' automatically sends the selected options. The standard send button and input field remain disabled during this process.
Restart Conversation Flow
- Access: The user selects 'Restart Chat' from the 3-dots (ellipsis) menu in the chat header.
- Confirmation: A modal appears with the message: "Are you sure you want to restart the chat from the beginning?"
- Action: The user chooses 'Restart Chat' (primary) to reset the session or 'Cancel' (secondary) to dismiss the modal.
Pre-Chat & Invitation Management
- Greeting: The "Hello" greeting and hand sign are dynamic. They appear once as a greeting in the pre-chat and are not triggered repeatedly by agent messages.
- Closing: Clicking the 'Cross' (close) icon on a pre-chat message hides the message without opening the chat window.
- Configuration: Administrators can configure these via the 'Invitation Template' in Profile Settings. Placeholders within the EP disclaimer are fully supported.
Session Lifecycle Management
To ensure continuity when a user initiates a new chat within the same DOM after ending a previous session, the widget performs a state reset. This prevents the bot from entering a 'stuck' loading state. The system also handles UI stability, such as preventing flickering when typing indicators appear alongside scrollbars.
UI Component & Configuration Updates
- Single Selection: Updated to a rounded button design with consistent spacing. 'Skip the question' logic is now correctly applied to 'Full text' question types.
- Convert to SMS: Redesigned with brand-aligned colors and rounded buttons.
- Privacy Policy: Tooltip updated to feature italicized text and a grey background.
- Switch to Text: Updated to a modern, rounded button aesthetic. Administrators can now customize the button via the 'Edit Profile' settings, including branding, gradient, and outstroke configurations.
Ticket coverage
- CHAT-16634 — Implements a new multi-selection flow.
- CHAT-16635 — Modernizes single selection options.
- CHAT-16636 — Redesigns 'Convert to SMS'.
- CHAT-16637 — Updates Privacy Policy tooltip.
- CHAT-16638 — Refreshes 'Switch to Text' button.
- CHAT-16639 — Redesigned confirmation modal for 'Restart Chat'.
- CHAT-16710 — Fixes session lifecycle bug.
- CHAT-16878 — Adds customization for 'Switch to Text'.
- CHAT-16882 — Integrates AI Chat flow into invitations.
- CHAT-16899 — Makes pre-chat greeting dynamic.
- CHAT-16914 — Resolves active chat dialog bug.
- CHAT-17014 — Fixes error appearing on option selection.
- CHAT-17037 — Prevents greeting repetition on agent messages.
- CHAT-17046 — Fixes placeholder support in EP disclaimer.
- CHAT-17047 — Fixes 'Skip the question' logic in Full text QT.
- CHAT-17052 — Fixes intermittent confirm button failure in pre-chat.
- CHAT-17061 — Adds tooltip for multi-select options > 23 chars.
- CHAT-17064 — Addresses flickering during typing indicator display.
- CHAT-17074 — Fixes close icon behavior to hide pre-chat instead of opening window.
Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms. It also addresses session lifecycle management and dynamic configuration options for pre-chat and onboarding elements.
Multi-Selection Interaction Flow
- Trigger: The user receives a multi-selection prompt in the chat.
- Selection: The user clicks options, which feature fixed-length buttons. Upon selection, the 'plus' icon transitions to a 'check mark', and the button style updates to a black background with white text.
- Confirmation: The 'Confirm' button, initially disabled (light green), becomes enabled once at least one selection is made.
- Submission: Clicking 'Confirm' automatically sends the selected options. The standard send button and input field remain disabled during this process.
Restart Conversation Flow
- Access: The user selects 'Restart Chat' from the 3-dots (ellipsis) menu in the chat header.
- Confirmation: A modal appears with the message: "Are you sure you want to restart the chat from the beginning?"
- Action: The user chooses 'Restart Chat' (primary) to reset the session or 'Cancel' (secondary) to dismiss the modal.
Session Lifecycle Management
To ensure continuity when a user initiates a new chat within the same DOM after ending a previous session, the widget performs a state reset. This prevents the bot from entering a 'stuck' loading state, ensuring the greeting message is successfully delivered and the input field is re-enabled for user interaction. Additionally, the system ensures that active agent-to-visitor messaging does not trigger false "Chat no longer active" dialogs.
UI Component & Configuration Updates
- Single Selection: Updated to a rounded button design with consistent spacing.
- Convert to SMS: Redesigned with brand-aligned colors and rounded buttons.
- Privacy Policy: Tooltip updated to feature italicized text and a grey background.
- Switch to Text: Updated to a modern, rounded button aesthetic. Administrators can now customize the button via the 'Edit Profile' settings, including branding, gradient, and outstroke configurations.
- Pre-Chat Header: The "Hello" greeting and hand sign are now dynamic. Administrators can configure these via the 'Invitation Template' in Profile Settings. If the field is empty, the greeting and icon are hidden.
Ticket coverage
- CHAT-16634 — Implements a new multi-selection flow with fixed-length buttons, dynamic icon states, and a conditional confirm button.
- CHAT-16635 — Modernizes single selection options by applying a rounded button design.
- CHAT-16636 — Redesigns the 'Convert to SMS' screen using brand-specific colors.
- CHAT-16637 — Updates the Privacy Policy tooltip with italicized typography.
- CHAT-16638 — Refreshes the 'Switch to Text' button with a modern, rounded aesthetic.
- CHAT-16639 — Introduces a redesigned confirmation modal for the 'Restart Chat' functionality.
- CHAT-16710 — Fixes a session lifecycle bug where re-initiating a chat in the same DOM caused the bot to hang.
- CHAT-16878 — Adds customization options (branding, gradient, outstroke) for the 'Switch to Text' button in Profile Settings.
- CHAT-16882 — Integrates AI Chat flow into standard invitations.
- CHAT-16899 — Makes the pre-chat "Hello" text and hand sign dynamic/configurable via Invitation Templates.
- CHAT-16914 — Resolves a bug where an active chat incorrectly triggered a "Chat no longer active" dialog when an agent sent a message.
Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms. It also addresses session lifecycle management to ensure seamless re-initiation of chat sessions.
Multi-Selection Interaction Flow
- Trigger: The user receives a multi-selection prompt in the chat.
- Selection: The user clicks options, which feature fixed-length buttons. Upon selection, the 'plus' icon transitions to a 'check mark', and the button style updates to a black background with white text.
- Confirmation: The 'Confirm' button, initially disabled (light green), becomes enabled once at least one selection is made.
- Submission: Clicking 'Confirm' automatically sends the selected options. The standard send button and input field remain disabled during this process.
Restart Conversation Flow
- Access: The user selects 'Restart Chat' from the 3-dots (ellipsis) menu in the chat header.
- Confirmation: A modal appears with the message: "Are you sure you want to restart the chat from the beginning?"
- Action: The user chooses 'Restart Chat' (primary) to reset the session or 'Cancel' (secondary) to dismiss the modal.
Session Lifecycle Management
To ensure continuity when a user initiates a new chat within the same DOM after ending a previous session, the widget performs a state reset. This prevents the bot from entering a 'stuck' loading state, ensuring the greeting message is successfully delivered and the input field is re-enabled for user interaction.
UI Component Updates
- Single Selection: Updated to a rounded button design with consistent spacing.
- Convert to SMS: Redesigned with brand-aligned colors and rounded buttons.
- Privacy Policy: Tooltip updated to feature italicized text and a grey background.
- Switch to Text: Updated to a modern, rounded button aesthetic.
Ticket coverage
- CHAT-16634 — Implements a new multi-selection flow with fixed-length buttons, dynamic icon states, and a conditional confirm button.
- CHAT-16635 — Modernizes single selection options by applying a rounded button design for improved visual consistency.
- CHAT-16636 — Redesigns the 'Convert to SMS' screen using brand-specific colors and rounded button styling.
- CHAT-16637 — Updates the Privacy Policy tooltip with italicized typography and a grey background to match the new theme.
- CHAT-16638 — Refreshes the 'Switch to Text' button with a modern, rounded aesthetic to support flexible onboarding configurations.
- CHAT-16639 — Introduces a redesigned confirmation modal for the 'Restart Chat' functionality, accessible via the header menu.
- CHAT-16710 — Fixes a session lifecycle bug where re-initiating a chat in the same DOM caused the bot to hang; ensures proper greeting delivery and state reset.
Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms.
Multi-Selection Interaction Flow
- Trigger: The user receives a multi-selection prompt in the chat.
- Selection: The user clicks options, which feature fixed-length buttons. Upon selection, the 'plus' icon transitions to a 'check mark', and the button style updates to a black background with white text.
- Confirmation: The 'Confirm' button, initially disabled (light green), becomes enabled once at least one selection is made.
- Submission: Clicking 'Confirm' automatically sends the selected options. The standard send button and input field remain disabled during this process.
Restart Conversation Flow
- Access: The user selects 'Restart Chat' from the 3-dots (ellipsis) menu in the chat header.
- Confirmation: A modal appears with the message: "Are you sure you want to restart the chat from the beginning?"
- Action: The user chooses 'Restart Chat' (primary) to reset the session or 'Cancel' (secondary) to dismiss the modal.
UI Component Updates
- Single Selection: Updated to a rounded button design with consistent spacing.
- Convert to SMS: Redesigned with brand-aligned colors and rounded buttons.
- Privacy Policy: Tooltip updated to feature italicized text and a grey background.
- Switch to Text: Updated to a modern, rounded button aesthetic.
Ticket coverage
- CHAT-16634 — Implements a new multi-selection flow with fixed-length buttons, dynamic icon states, and a conditional confirm button.
- CHAT-16635 — Modernizes single selection options by applying a rounded button design for improved visual consistency.
- CHAT-16636 — Redesigns the 'Convert to SMS' screen using brand-specific colors and rounded button styling.
- CHAT-16637 — Updates the Privacy Policy tooltip with italicized typography and a grey background to match the new theme.
- CHAT-16638 — Refreshes the 'Switch to Text' button with a modern, rounded aesthetic to support flexible onboarding configurations.
- CHAT-16639 — Introduces a redesigned confirmation modal for the 'Restart Chat' functionality, accessible via the header menu.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The iOS behavior is a platform-level security restriction rather than a code defect in the chat widget itself.
- Users on iOS are expected to understand that browser security settings may prevent automatic link opening.
graph LR
A[Receive Multi-Select] --> B[Select Options]
B --> C{Confirm Button Enabled?}
C -- Yes --> D[Click Confirm]
D --> E[Send Selections]
F[End Chat] --> G[Initiate New Chat in Same DOM]
G --> H[Reset Session State]
H --> I[Display Greeting Message]
J[Agent Sends Message] --> K{Is Chat Active?}
K -- Yes --> L[Message Delivered Successfully]
M[Click Close Icon] --> N[Hide Pre-Chat Message]
O[User Clicks Quick Reply URL] --> P{Is iOS?}
P -- Yes --> Q[Browser may block popup]
P -- No --> R[Open in New Tab]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms. It also addresses session lifecycle management and dynamic configuration options for pre-chat and onboarding elements.
Multi-Selection Interaction Flow
- Trigger: The user receives a multi-selection prompt in the chat.
- Selection: The user clicks options, which feature fixed-length buttons. If an option label exceeds 23 characters, a tooltip is displayed to show the full text. Upon selection, the 'plus' icon transitions to a 'check mark', and the button style updates to a black background with white text.
- Confirmation: The 'Confirm' button, initially disabled (light green), becomes enabled once at least one selection is made. The system ensures consistent reliability for these buttons, even when used in pre-chat contexts.
- Submission: Clicking 'Confirm' automatically sends the selected options. The standard send button and input field remain disabled during this process.
Quick Reply & URL Handling
- URL Behavior: When a quick reply contains a URL, the system attempts to open the link in a new tab.
- iOS Limitations: On iOS devices, automatic redirection is subject to browser security policies. If the browser blocks the action due to lack of explicit user permission, the link will not open automatically. Users may need to interact with the element or provide explicit permission for the browser to allow background-initiated navigation.
Restart Conversation Flow
- Access: The user selects 'Restart Chat' from the 3-dots (ellipsis) menu in the chat header.
- Confirmation: A modal appears with the message: "Are you sure you want to restart the chat from the beginning?"
- Action: The user chooses 'Restart Chat' (primary) to reset the session or 'Cancel' (secondary) to dismiss the modal.
Pre-Chat & Invitation Management
- Greeting: The "Hello" greeting and hand sign are dynamic. They appear once as a greeting in the pre-chat and are not triggered repeatedly by agent messages.
- Closing: Clicking the 'Cross' (close) icon on a pre-chat message hides the message without opening the chat window.
- Configuration: Administrators can configure these via the 'Invitation Template' in Profile Settings. Placeholders within the EP disclaimer are fully supported.
Session Lifecycle Management
To ensure continuity when a user initiates a new chat within the same DOM after ending a previous session, the widget performs a state reset. This prevents the bot from entering a 'stuck' loading state. The system also handles UI stability, such as preventing flickering when typing indicators appear alongside scrollbars.
UI Component & Configuration Updates
- Single Selection: Updated to a rounded button design with consistent spacing. 'Skip the question' logic is now correctly applied to 'Full text' question types.
- Convert to SMS: Redesigned with brand-aligned colors and rounded buttons.
- Privacy Policy: Tooltip updated to feature italicized text and a grey background.
- Switch to Text: Updated to a modern, rounded button aesthetic. Administrators can now customize the button via the 'Edit Profile' settings, including branding, gradient, and outstroke configurations.
Ticket coverage
- CHAT-16634 — Implements a new multi-selection flow.
- CHAT-16635 — Modernizes single selection options.
- CHAT-16636 — Redesigns 'Convert to SMS'.
- CHAT-16637 — Updates Privacy Policy tooltip.
- CHAT-16638 — Refreshes 'Switch to Text' button.
- CHAT-16639 — Redesigned confirmation modal for 'Restart Chat'.
- CHAT-16710 — Fixes session lifecycle bug.
- CHAT-16878 — Adds customization for 'Switch to Text'.
- CHAT-16882 — Integrates AI Chat flow into invitations.
- CHAT-16899 — Makes pre-chat greeting dynamic.
- CHAT-16914 — Resolves active chat dialog bug.
- CHAT-17014 — Fixes error appearing on option selection.
- CHAT-17037 — Prevents greeting repetition on agent messages.
- CHAT-17046 — Fixes placeholder support in EP disclaimer.
- CHAT-17047 — Fixes 'Skip the question' logic in Full text QT.
- CHAT-17052 — Fixes intermittent confirm button failure in pre-chat.
- CHAT-17061 — Adds tooltip for multi-select options > 23 chars.
- CHAT-17064 — Addresses flickering during typing indicator display.
- CHAT-17074 — Fixes close icon behavior to hide pre-chat instead of opening window.
- CHAT-17703 — Documents iOS-specific limitations for opening URLs from quick replies.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms. It also addresses session lifecycle management and dynamic configuration options for pre-chat and onboarding elements.
Multi-Selection Interaction Flow
- Trigger: The user receives a multi-selection prompt in the chat.
- Selection: The user clicks options, which feature fixed-length buttons. If an option label exceeds 23 characters, a tooltip is displayed to show the full text. Upon selection, the 'plus' icon transitions to a 'check mark', and the button style updates to a black background with white text.
- Confirmation: The 'Confirm' button, initially disabled (light green), becomes enabled once at least one selection is made. The system ensures consistent reliability for these buttons, even when used in pre-chat contexts.
- Submission: Clicking 'Confirm' automatically sends the selected options. The standard send button and input field remain disabled during this process.
Quick Reply & URL Handling
- URL Behavior: When a quick reply contains a URL, the system attempts to open the link in a new tab.
- iOS Limitations: On iOS devices, automatic redirection is subject to browser security policies. If the browser blocks the action due to lack of explicit user permission, the link will not open automatically. Users may need to interact with the element or provide explicit permission for the browser to allow background-initiated navigation.
Restart Conversation Flow
- Access: The user selects 'Restart Chat' from the 3-dots (ellipsis) menu in the chat header.
- Confirmation: A modal appears with the message: "Are you sure you want to restart the chat from the beginning?"
- Action: The user chooses 'Restart Chat' (primary) to reset the session or 'Cancel' (secondary) to dismiss the modal.
Pre-Chat & Invitation Management
- Greeting: The "Hello" greeting and hand sign are dynamic. They appear once as a greeting in the pre-chat and are not triggered repeatedly by agent messages.
- Closing: Clicking the 'Cross' (close) icon on a pre-chat message hides the message without opening the chat window.
- Configuration: Administrators can configure these via the 'Invitation Template' in Profile Settings. Placeholders within the EP disclaimer are fully supported.
Session Lifecycle Management
To ensure continuity when a user initiates a new chat within the same DOM after ending a previous session, the widget performs a state reset. This prevents the bot from entering a 'stuck' loading state. The system also handles UI stability, such as preventing flickering when typing indicators appear alongside scrollbars.
UI Component & Configuration Updates
- Single Selection: Updated to a rounded button design with consistent spacing. 'Skip the question' logic is now correctly applied to 'Full text' question types.
- Convert to SMS: Redesigned with brand-aligned colors and rounded buttons.
- Privacy Policy: Tooltip updated to feature italicized text and a grey background.
- Switch to Text: Updated to a modern, rounded button aesthetic. Administrators can now customize the button via the 'Edit Profile' settings, including branding, gradient, and outstroke configurations.
Ticket coverage
- CHAT-16634 — Implements a new multi-selection flow.
- CHAT-16635 — Modernizes single selection options.
- CHAT-16636 — Redesigns 'Convert to SMS'.
- CHAT-16637 — Updates Privacy Policy tooltip.
- CHAT-16638 — Refreshes 'Switch to Text' button.
- CHAT-16639 — Redesigned confirmation modal for 'Restart Chat'.
- CHAT-16710 — Fixes session lifecycle bug.
- CHAT-16878 — Adds customization for 'Switch to Text'.
- CHAT-16882 — Integrates AI Chat flow into invitations.
- CHAT-16899 — Makes pre-chat greeting dynamic.
- CHAT-16914 — Resolves active chat dialog bug.
- CHAT-17014 — Fixes error appearing on option selection.
- CHAT-17037 — Prevents greeting repetition on agent messages.
- CHAT-17046 — Fixes placeholder support in EP disclaimer.
- CHAT-17047 — Fixes 'Skip the question' logic in Full text QT.
- CHAT-17052 — Fixes intermittent confirm button failure in pre-chat.
- CHAT-17061 — Adds tooltip for multi-select options > 23 chars.
- CHAT-17064 — Addresses flickering during typing indicator display.
- CHAT-17074 — Fixes close icon behavior to hide pre-chat instead of opening window.
- CHAT-17703 — Documents iOS-specific limitations for opening URLs from quick replies.
Chat Widget Visitor UI/UX Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RDPlus' skin is the standard environment for these UI components.
- Branding colors are defined at the company portal level.
- ScriptBot limitations regarding 'Switch to Text' and 'Mute' are intentional design constraints.
graph LR
A[Visitor Input] --> B{Input Detected?}
B -- No --> C[Send Button Disabled]
B -- Yes --> D[Send Button Enabled]
D --> E[Message Sent]
E --> F{System Msg?}
F -- Yes --> G[Hide Profile Image]
F -- No --> H[Display Agent/Visitor Bubble]
✎ This documentation has been manually edited.
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Overview
This documentation covers the recent UI/UX improvements for the visitor-facing chat widget. These updates focus on visual consistency, branding alignment, and functional stability across desktop and mobile environments.
Key Functional Improvements
Message Bubble Styling
- Visitor Messages: Now utilize company branding colors with a 70% opacity setting to distinguish them from agent messages.
- Agent Messages: Standardized to a generic style using a grey bubble with black text.
- System Messages: The 'Chat Session has been ended' message is now styled consistently with other system-generated messages, featuring a modern, centered design.
- Profile Images: Agent profile images are suppressed for system-generated messages to avoid visual clutter.
Interaction and Input
- Send Button: The send button logic is strictly enforced; it remains disabled until the visitor provides input in the chat field. This behavior is consistent across both desktop and mobile browsers.
- Privacy Policy: The tooltip now features a grey background and italicized text to align with the updated widget theme.
- Convert to SMS: The 'Convert to SMS' screen header now dynamically adopts the configured branding background color, and the footer disclaimer text is updated to match the design specifications.
Branding and Configuration
- Powered By: The footer branding is updated to display 'Powered by Blazeo' (configurable via portal settings).
- Font Scaling: The widget text font size is standardized to 16px for improved readability.
Ticket coverage
- CHAT-16648 — Ensures the send button remains disabled until text input is detected.
- CHAT-16649 — Standardizes the widget text font size to 16px.
- CHAT-16654 — Improves visitor typing action UI, including icon resolution, agent name bolding, and message stack padding.
- CHAT-16655 — Removes agent profile images from system-generated messages.
- CHAT-16656 — Resolves 'invalid XHR response' errors occurring on mobile browsers.
- CHAT-16657 — Fixes send button functionality issues on mobile browsers.
- CHAT-16664 — Applies branding colors (70% opacity) to visitor message bubbles.
- CHAT-16665 — Updates the 'Chat Session has been ended' message bubble to a modern, centered design.
- CHAT-16666 — Updates the footer branding text to 'Powered by Blazeo'.
- CHAT-16671 — Changes the Privacy Policy tooltip background to grey.
- CHAT-16672 — Sets the Privacy Policy tooltip text to italic.
- CHAT-16676 — Aligns the 'Convert to SMS' screen header and footer text with design requirements.
- CHAT-16686 — Confirms that disabling the 'Switch to Text' button during ScriptBot sessions is expected behavior.
- CHAT-16687 — Identifies that 'Restart Chat' and 'Mute' buttons are non-functional during ScriptBot sessions.
- CHAT-16688 — Validates that 'Transfer to Text' and 'Mute' options are functional on non-ScriptBot companies.
- CHAT-16690 — Resolves garbage value/error display issues in the chat pop-up window.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the recent UI/UX improvements for the visitor-facing chat widget. These updates focus on visual consistency, branding alignment, and functional stability across desktop and mobile environments.
Key Functional Improvements
Message Bubble Styling
- Visitor Messages: Now utilize company branding colors with a 70% opacity setting to distinguish them from agent messages.
- Agent Messages: Standardized to a generic style using a grey bubble with black text.
- System Messages: The 'Chat Session has been ended' message is now styled consistently with other system-generated messages, featuring a modern, centered design.
- Profile Images: Agent profile images are suppressed for system-generated messages to avoid visual clutter.
Interaction and Input
- Send Button: The send button logic is strictly enforced; it remains disabled until the visitor provides input in the chat field. This behavior is consistent across both desktop and mobile browsers.
- Privacy Policy: The tooltip now features a grey background and italicized text to align with the updated widget theme.
- Convert to SMS: The 'Convert to SMS' screen header now dynamically adopts the configured branding background color, and the footer disclaimer text is updated to match the design specifications.
Branding and Configuration
- Powered By: The footer branding is updated to display 'Powered by Blazeo' (configurable via portal settings).
- Font Scaling: The widget text font size is standardized to 16px for improved readability.
Ticket coverage
- CHAT-16648 — Ensures the send button remains disabled until text input is detected.
- CHAT-16649 — Standardizes the widget text font size to 16px.
- CHAT-16654 — Improves visitor typing action UI, including icon resolution, agent name bolding, and message stack padding.
- CHAT-16655 — Removes agent profile images from system-generated messages.
- CHAT-16656 — Resolves 'invalid XHR response' errors occurring on mobile browsers.
- CHAT-16657 — Fixes send button functionality issues on mobile browsers.
- CHAT-16664 — Applies branding colors (70% opacity) to visitor message bubbles.
- CHAT-16665 — Updates the 'Chat Session has been ended' message bubble to a modern, centered design.
- CHAT-16666 — Updates the footer branding text to 'Powered by Blazeo'.
- CHAT-16671 — Changes the Privacy Policy tooltip background to grey.
- CHAT-16672 — Sets the Privacy Policy tooltip text to italic.
- CHAT-16676 — Aligns the 'Convert to SMS' screen header and footer text with design requirements.
- CHAT-16686 — Confirms that disabling the 'Switch to Text' button during ScriptBot sessions is expected behavior.
- CHAT-16687 — Identifies that 'Restart Chat' and 'Mute' buttons are non-functional during ScriptBot sessions.
- CHAT-16688 — Validates that 'Transfer to Text' and 'Mute' options are functional on non-ScriptBot companies.
- CHAT-16690 — Resolves garbage value/error display issues in the chat pop-up window.
AI Chatbot Integration Management
▶ 3 earlier versions
▶ 3 assumptions
Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management and refined UI/UX handling for VideoGreet widgets.
Core Capabilities
- Cross-Channel Integration: Chatbot message flows are fully integrated into the DOM, EP, and VideoGreet modules.
- Session Lifecycle Management: The system ensures that chat sessions conclude gracefully, guaranteeing that closing messages are delivered before the session terminates.
- Calendar Integration & Security: Users can integrate calendars via the chatbot. The system enforces data integrity by preventing duplicate email registrations and ensuring that invitation workflows trigger correctly.
- Administrative Control: Dedicated endpoints allow for the management of Chatbot Plugins, Call Connects, real-time status updates, and Voice AI settings via the internal portal.
- Prompt & Transfer Logic: The system supports dynamic prompt generation based on feature enablement and provides chat transfer capabilities.
- VideoGreet UI/UX Optimization: Enhanced support for the 'RD Plus' theme, ensuring correct video playback metrics, transparent background rendering for Quick Responses (QRs), and proper text alignment in windowed and microservice-based modes.
User/System Flow: Calendar & Prompt Integration
- User initiates interaction with the chatbot.
- System evaluates enabled features (Call Connect/Appointments/Voice AI) to determine available prompts.
- If Calendar integration is triggered, the system validates the email address.
- If the email is unique, the system creates the member record and triggers an automated email invitation.
- The user receives the invitation and activates their status to 'Active'.
- During the session, the system monitors for transfer requests, feature-specific prompt triggers, or VideoGreet interaction events.
Business Rules & Error Handling
- Duplicate Prevention: If an email is already associated with a member, the system returns the error: "This email is already linked to a member. Use a different email for calendar integration."
- Session Termination: The chatbot must complete the delivery of the final closing statement before the chat session is officially closed.
- Prompt Integrity: Prompts for Call Connect and Appointment scheduling are strictly gated by feature-enablement status.
- VideoGreet Rendering: Quick Responses (Multiple Choice, True/False, Multiselect) must maintain theme-consistent transparency and alignment, particularly within the 'RD Plus' theme and microservice environments.
Ticket coverage
- CHAT-16641 — Integrates the chatbot message flow within the DOM module.
- CHAT-16642 — Integrates the chatbot message flow within the EP module.
- CHAT-16645 — Implements CRUD operations for ChatbotPlugins and ChatbotCallConnects.
- CHAT-16646 — Adds an API endpoint to manage and update the current status of the chatbot.
- CHAT-16650 — Integrates the chatbot message flow within the VideoGreet module.
- CHAT-16659 — Fixes a session management issue to ensure the closing message is delivered before the chat session ends.
- CHAT-16742 — Prevents duplicate member creation in Calendar integration by enforcing unique email validation.
- CHAT-16741 — Ensures the system triggers an email invitation when a member is added via the Calendar integration.
- CHAT-16698 — Creates dedicated endpoints for managing chatbot prompts.
- CHAT-16730 — Implements chat transfer capabilities within the chatbot flow.
- CHAT-16762 — Ensures dynamic prompt suppression for Call Connect and Appointment features based on real-time enablement status.
- CHAT-17101 — Adds internal portal management for Voice AI settings.
- CHAT-17116 — Fixes video playback time display issues in windowed chat mode for VideoGreet.
- CHAT-17131 — Resolves UI/UX issues (background transparency, text alignment) for Multiple Choice QRs in the RD Plus theme.
- CHAT-17141 — Fixes QR rendering issues (visibility, alignment, background) for VideoGreet in microservice environments.
Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet.
Core Capabilities
- Cross-Channel Integration: Chatbot message flows are fully integrated into the DOM, EP, and VideoGreet modules.
- Session Lifecycle Management: The system ensures that chat sessions conclude gracefully, guaranteeing that closing messages are delivered before the session terminates.
- Calendar Integration & Security: Users can integrate calendars via the chatbot. The system enforces data integrity by preventing duplicate email registrations and ensuring that invitation workflows trigger correctly.
- Administrative Control: Dedicated endpoints allow for the management of Chatbot Plugins, Call Connects, and real-time status updates.
- Prompt & Transfer Logic: The system supports dynamic prompt generation based on feature enablement (Call Connect/Appointments) and provides chat transfer capabilities to human agents or secondary services.
User/System Flow: Calendar & Prompt Integration
- User initiates interaction with the chatbot.
- System evaluates enabled features (Call Connect/Appointments) to determine available prompts.
- If Calendar integration is triggered, the system validates the email address.
- If the email is unique, the system creates the member record and triggers an automated email invitation.
- The user receives the invitation and activates their status to 'Active'.
- During the session, the system monitors for transfer requests or feature-specific prompt triggers.
Business Rules & Error Handling
- Duplicate Prevention: If an email is already associated with a member, the system returns the error: "This email is already linked to a member. Use a different email for calendar integration."
- Session Termination: The chatbot must complete the delivery of the final closing statement before the chat session is officially closed.
- Prompt Integrity: Prompts for Call Connect and Appointment scheduling are strictly gated by feature-enablement status. If a feature is disabled, the corresponding prompt must be immediately suppressed to prevent invalid actions.
- Transfer Logic: The system supports chat transfers, allowing the chatbot to hand off the conversation flow.
Ticket coverage
- CHAT-16641 — Integrates the chatbot message flow within the DOM module.
- CHAT-16642 — Integrates the chatbot message flow within the EP module.
- CHAT-16645 — Implements CRUD operations for ChatbotPlugins and ChatbotCallConnects.
- CHAT-16646 — Adds an API endpoint to manage and update the current status of the chatbot.
- CHAT-16650 — Integrates the chatbot message flow within the VideoGreet module.
- CHAT-16659 — Fixes a session management issue to ensure the closing message is delivered before the chat session ends.
- CHAT-16742 — Prevents duplicate member creation in Calendar integration by enforcing unique email validation.
- CHAT-16741 — Ensures the system triggers an email invitation when a member is added via the Calendar integration.
- CHAT-16698 — Creates dedicated endpoints for managing chatbot prompts.
- CHAT-16730 — Implements chat transfer capabilities within the chatbot flow.
- CHAT-16762 — Ensures dynamic prompt suppression for Call Connect and Appointment features based on real-time enablement status.
Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, and calendar-based scheduling integrations across multiple channels including DOM, EP, and VideoGreet.
Core Capabilities
- Cross-Channel Integration: Chatbot message flows are fully integrated into the DOM, EP, and VideoGreet modules.
- Session Lifecycle Management: The system ensures that chat sessions conclude gracefully, guaranteeing that closing messages are delivered before the session terminates.
- Calendar Integration & Security: Users can integrate calendars via the chatbot. The system enforces data integrity by preventing duplicate email registrations and ensuring that invitation workflows trigger correctly.
- Administrative Control: Dedicated endpoints allow for the management of Chatbot Plugins, Call Connects, and real-time status updates.
User/System Flow: Calendar Integration
- User initiates calendar integration via the chatbot.
- System validates the email address against existing records.
- If the email is unique, the system creates the member record and triggers an automated email invitation.
- The user receives the invitation and activates their status to 'Active'.
Business Rules & Error Handling
- Duplicate Prevention: If an email is already associated with a member, the system returns the error: "This email is already linked to a member. Use a different email for calendar integration."
- Session Termination: The chatbot must complete the delivery of the final closing statement before the chat session is officially closed.
- Invitation Workflow: The system must successfully dispatch an email invitation upon member addition to ensure the user can transition from 'Inactive' to 'Active' status.
Ticket coverage
- CHAT-16641 — Integrates the chatbot message flow within the DOM module.
- CHAT-16642 — Integrates the chatbot message flow within the EP module.
- CHAT-16645 — Implements CRUD operations for ChatbotPlugins and ChatbotCallConnects.
- CHAT-16646 — Adds an API endpoint to manage and update the current status of the chatbot.
- CHAT-16650 — Integrates the chatbot message flow within the VideoGreet module.
- CHAT-16659 — Fixes a session management issue to ensure the closing message is delivered before the chat session ends.
- CHAT-16742 — Prevents duplicate member creation in Calendar integration by enforcing unique email validation.
- CHAT-16741 — Ensures the system triggers an email invitation when a member is added via the Calendar integration.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Launch Chat Window' feature is a standard entry point for the AI bot.
- The dashboard error in CHAT-17429 was caused by race conditions or duplicate session objects during transfer.
- The page refresh requirement in CHAT-17465 was a limitation of the microservice invitation lifecycle.
graph LR
A[Initiate Chat/Launch Window] --> B{Check Enabled Features}
B --> C[Display Available Prompts]
C --> D{User Action}
D -- Calendar Integration --> E{Email Unique?}
E -- Yes --> F[Create Member & Send Invite]
E -- No --> G[Return Error]
D -- Transfer Request --> H[Execute Chat Transfer (Safe Mode)]
D -- VideoGreet Interaction --> I[Render QR/Video]
I --> J{Validate Theme/Env}
J --> K[Apply RD Plus/Microservice Styles]
D -- Multi-Language EP --> L[Process Localized Transfer]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management, refined UI/UX handling for VideoGreet widgets, and improved multi-language transfer stability.
Core Capabilities
- Cross-Channel Integration: Chatbot message flows are fully integrated into the DOM, EP, and VideoGreet modules, including support for 'Launch Chat Window' triggers.
- Session Lifecycle Management: The system ensures that chat sessions conclude gracefully. It also handles robust error-free transitions when transferring chats to live agents.
- Calendar Integration & Security: Users can integrate calendars via the chatbot. The system enforces data integrity by preventing duplicate email registrations and ensuring that invitation workflows trigger correctly.
- Administrative Control: Dedicated endpoints allow for the management of Chatbot Plugins, Call Connects, real-time status updates, and Voice AI settings.
- Prompt & Transfer Logic: The system supports dynamic prompt generation, chat transfer capabilities, and multi-language support for EP modules.
- VideoGreet UI/UX Optimization: Enhanced support for the 'RD Plus' theme, ensuring correct video playback metrics, transparent background rendering for Quick Responses (QRs), and proper text alignment in windowed and microservice-based modes.
User/System Flow: Calendar & Prompt Integration
- User initiates interaction (via standard launch or 'Launch Chat Window' feature).
- System evaluates enabled features (Call Connect/Appointments/Voice AI) to determine available prompts.
- If Calendar integration is triggered, the system validates the email address.
- If the email is unique, the system creates the member record and triggers an automated email invitation.
- During the session, the system monitors for transfer requests (with error-handling for dashboard synchronization), feature-specific prompt triggers, or VideoGreet interaction events.
- For multi-language EP sessions, the system ensures transfer messages are localized and correctly rendered regardless of invitation type (Legacy vs. Microservices).
Business Rules & Error Handling
- Duplicate Prevention: If an email is already associated with a member, the system returns the error: "This email is already linked to a member. Use a different email for calendar integration."
- Session Termination: The chatbot must complete the delivery of the final closing statement before the chat session is officially closed.
- Transfer Stability: Chat transfers to live agents must be handled without triggering dashboard sequence errors. Multi-language transfers on EP must function without requiring a page refresh.
- VideoGreet Rendering: Quick Responses must maintain theme-consistent transparency and alignment.
Ticket coverage
- CHAT-16641 — Integrates the chatbot message flow within the DOM module.
- CHAT-16642 — Integrates the chatbot message flow within the EP module.
- CHAT-16645 — Implements CRUD operations for ChatbotPlugins and ChatbotCallConnects.
- CHAT-16646 — Adds an API endpoint to manage and update the current status of the chatbot.
- CHAT-16650 — Integrates the chatbot message flow within the VideoGreet module.
- CHAT-16659 — Fixes a session management issue to ensure the closing message is delivered before the chat session ends.
- CHAT-16742 — Prevents duplicate member creation in Calendar integration by enforcing unique email validation.
- CHAT-16741 — Ensures the system triggers an email invitation when a member is added via the Calendar integration.
- CHAT-16698 — Creates dedicated endpoints for managing chatbot prompts.
- CHAT-16730 — Implements chat transfer capabilities within the chatbot flow.
- CHAT-16762 — Ensures dynamic prompt suppression for Call Connect and Appointment features based on real-time enablement status.
- CHAT-17101 — Adds internal portal management for Voice AI settings.
- CHAT-17116 — Fixes video playback time display issues in windowed chat mode for VideoGreet.
- CHAT-17131 — Resolves UI/UX issues (background transparency, text alignment) for Multiple Choice QRs in the RD Plus theme.
- CHAT-17141 — Fixes QR rendering issues (visibility, alignment, background) for VideoGreet in microservice environments.
- CHAT-17414 — Fixes the 'Launch Chat Window' feature for the AI Bot.
- CHAT-17429 — Resolves dashboard sequence errors occurring during bot-to-agent chat transfers.
- CHAT-17465 — Fixes multi-language transfer functionality on EP, ensuring correct system messages and eliminating the need for page refreshes in microservice invitations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management, refined UI/UX handling for VideoGreet widgets, and improved multi-language transfer stability.
Core Capabilities
- Cross-Channel Integration: Chatbot message flows are fully integrated into the DOM, EP, and VideoGreet modules, including support for 'Launch Chat Window' triggers.
- Session Lifecycle Management: The system ensures that chat sessions conclude gracefully. It also handles robust error-free transitions when transferring chats to live agents.
- Calendar Integration & Security: Users can integrate calendars via the chatbot. The system enforces data integrity by preventing duplicate email registrations and ensuring that invitation workflows trigger correctly.
- Administrative Control: Dedicated endpoints allow for the management of Chatbot Plugins, Call Connects, real-time status updates, and Voice AI settings.
- Prompt & Transfer Logic: The system supports dynamic prompt generation, chat transfer capabilities, and multi-language support for EP modules.
- VideoGreet UI/UX Optimization: Enhanced support for the 'RD Plus' theme, ensuring correct video playback metrics, transparent background rendering for Quick Responses (QRs), and proper text alignment in windowed and microservice-based modes.
User/System Flow: Calendar & Prompt Integration
- User initiates interaction (via standard launch or 'Launch Chat Window' feature).
- System evaluates enabled features (Call Connect/Appointments/Voice AI) to determine available prompts.
- If Calendar integration is triggered, the system validates the email address.
- If the email is unique, the system creates the member record and triggers an automated email invitation.
- During the session, the system monitors for transfer requests (with error-handling for dashboard synchronization), feature-specific prompt triggers, or VideoGreet interaction events.
- For multi-language EP sessions, the system ensures transfer messages are localized and correctly rendered regardless of invitation type (Legacy vs. Microservices).
Business Rules & Error Handling
- Duplicate Prevention: If an email is already associated with a member, the system returns the error: "This email is already linked to a member. Use a different email for calendar integration."
- Session Termination: The chatbot must complete the delivery of the final closing statement before the chat session is officially closed.
- Transfer Stability: Chat transfers to live agents must be handled without triggering dashboard sequence errors. Multi-language transfers on EP must function without requiring a page refresh.
- VideoGreet Rendering: Quick Responses must maintain theme-consistent transparency and alignment.
Ticket coverage
- CHAT-16641 — Integrates the chatbot message flow within the DOM module.
- CHAT-16642 — Integrates the chatbot message flow within the EP module.
- CHAT-16645 — Implements CRUD operations for ChatbotPlugins and ChatbotCallConnects.
- CHAT-16646 — Adds an API endpoint to manage and update the current status of the chatbot.
- CHAT-16650 — Integrates the chatbot message flow within the VideoGreet module.
- CHAT-16659 — Fixes a session management issue to ensure the closing message is delivered before the chat session ends.
- CHAT-16742 — Prevents duplicate member creation in Calendar integration by enforcing unique email validation.
- CHAT-16741 — Ensures the system triggers an email invitation when a member is added via the Calendar integration.
- CHAT-16698 — Creates dedicated endpoints for managing chatbot prompts.
- CHAT-16730 — Implements chat transfer capabilities within the chatbot flow.
- CHAT-16762 — Ensures dynamic prompt suppression for Call Connect and Appointment features based on real-time enablement status.
- CHAT-17101 — Adds internal portal management for Voice AI settings.
- CHAT-17116 — Fixes video playback time display issues in windowed chat mode for VideoGreet.
- CHAT-17131 — Resolves UI/UX issues (background transparency, text alignment) for Multiple Choice QRs in the RD Plus theme.
- CHAT-17141 — Fixes QR rendering issues (visibility, alignment, background) for VideoGreet in microservice environments.
- CHAT-17414 — Fixes the 'Launch Chat Window' feature for the AI Bot.
- CHAT-17429 — Resolves dashboard sequence errors occurring during bot-to-agent chat transfers.
- CHAT-17465 — Fixes multi-language transfer functionality on EP, ensuring correct system messages and eliminating the need for page refreshes in microservice invitations.
AI Chatbot Performance and Stability Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'In Progress' status is a system-defined state triggered during the initial website data scraping phase.
- The 'false' response in console logs was a symptom of a failed state transition in the chat session handler.
- The configuration page data validation applies to both the UI display and the underlying data model.
graph LR
A[Start Chatbot Creation] --> B{Data Fetching}
B -- In Progress --> C[Hide from Grid]
B -- Complete --> D[Show in Grid]
D --> E[User Edits Chatbot]
E --> F[Stable Interaction]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation outlines recent stability and performance improvements for the AI Chatbot system. These updates focus on resolving session unresponsiveness, improving natural language processing (NLP) context retention, ensuring data integrity in configuration settings, and preventing UI crashes during the chatbot creation lifecycle.
Chatbot Lifecycle and Stability
To prevent application errors, the system now enforces a strict visibility rule for new chatbots. Chatbots currently in the 'In Progress' state (fetching website data) are hidden from the management grid. They only become visible and editable once the data ingestion process is fully complete, preventing blank-screen errors during the editing phase.
Conversation Context and Responsiveness
- Context Retention: The AI engine has been updated to better maintain conversation state. It now correctly identifies and utilizes user-provided information (e.g., product interests) to avoid redundant follow-up questions.
- Session Stability: A critical issue causing the chat widget to become unresponsive after receiving appointment scheduling links has been resolved. The system now maintains a stable connection, ensuring users can continue interactions without the AI returning false response states.
Configuration Integrity
The chat invitation configuration page has been updated to validate data inputs. The system now ensures that only accurate, valid data is displayed in the invitation section, preventing the rendering of corrupted or invalid configuration strings.
Ticket coverage
- CHAT-16738 — Resolves a bug where the chatbot became unresponsive after sending an appointment scheduling link, ensuring continuous interaction.
- CHAT-16680 — Improves NLP context handling so the bot remembers previously provided user information, eliminating redundant questioning.
- CHAT-16683 — Fixes a data display issue on the configuration page to ensure only valid data is rendered in the chat invitation section.
- CHAT-16740 — Prevents UI crashes by hiding chatbots from the grid until they are fully initialized and ready for editing.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines recent stability and performance improvements for the AI Chatbot system. These updates focus on resolving session unresponsiveness, improving natural language processing (NLP) context retention, ensuring data integrity in configuration settings, and preventing UI crashes during the chatbot creation lifecycle.
Chatbot Lifecycle and Stability
To prevent application errors, the system now enforces a strict visibility rule for new chatbots. Chatbots currently in the 'In Progress' state (fetching website data) are hidden from the management grid. They only become visible and editable once the data ingestion process is fully complete, preventing blank-screen errors during the editing phase.
Conversation Context and Responsiveness
- Context Retention: The AI engine has been updated to better maintain conversation state. It now correctly identifies and utilizes user-provided information (e.g., product interests) to avoid redundant follow-up questions.
- Session Stability: A critical issue causing the chat widget to become unresponsive after receiving appointment scheduling links has been resolved. The system now maintains a stable connection, ensuring users can continue interactions without the AI returning false response states.
Configuration Integrity
The chat invitation configuration page has been updated to validate data inputs. The system now ensures that only accurate, valid data is displayed in the invitation section, preventing the rendering of corrupted or invalid configuration strings.
Ticket coverage
- CHAT-16738 — Resolves a bug where the chatbot became unresponsive after sending an appointment scheduling link, ensuring continuous interaction.
- CHAT-16680 — Improves NLP context handling so the bot remembers previously provided user information, eliminating redundant questioning.
- CHAT-16683 — Fixes a data display issue on the configuration page to ensure only valid data is rendered in the chat invitation section.
- CHAT-16740 — Prevents UI crashes by hiding chatbots from the grid until they are fully initialized and ready for editing.
Appointment Scheduler v3 Core Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses Nylas as the primary backend provider for calendar synchronization.
- The 'provisioning' feature refers to an internal tool for bulk-creating or templating company accounts.
- The 'portal' refers to the administrative interface used by the service provider to manage appointment pages.
graph LR
A[Visitor Selects Timezone/Rep] --> B[System Validates Timezone/Rep]
B --> C[Appointment Confirmed]
C --> D[System Sends Confirmation/Reminder]
D --> E[Calendar Event Created with Reschedule/Cancel Links]
E --> F[Lead Data Processed]
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Overview
The Appointment Scheduler v3 provides a robust framework for managing visitor bookings, representative assignments, and calendar synchronization. This update ensures accurate timezone handling, correct representative identification, and seamless lead processing.
Core Functionality
Timezone Management
The system now accurately captures and displays timezones in both Booking Confirmation and Booking Reminder forms. The internal timezone database has been synchronized with Nylas to support a wider range of regional identifiers, including specific Canadian zones (e.g., Canada/Pacific, Canada/Eastern).
Representative Assignment
The scheduler correctly maps appointments to the specific representative selected during the booking process. This prevents data leakage where subsequent appointments might otherwise inherit the representative name from a previous booking.
Lead Processing and Service Management
Lead data is processed reliably without serialization errors. Users can manage service types by removing appointment pages via the portal without encountering null reference exceptions.
Calendar Integration
Calendar events for v3 include functional Reschedule and Cancel links.
Note: These links are generated at the page-creation level; therefore, migrated v2 pages or legacy configurations may not support these dynamic links.
Provisioning
When generating a new company via provisioning, the system now correctly inherits the appointment duration settings defined in the provisioning configuration, ensuring consistency between the template and the generated instance.
Ticket coverage
- CHAT-16640 — Fixes the display of timezone codes to show actual timezone names and corrects representative name display in reminders.
- CHAT-16652 — Resolves an issue where subsequent appointments incorrectly displayed the representative name from the first appointment.
- CHAT-16653 — Synchronizes timezone display logic between Booking Confirmation and Booking Reminder forms.
- CHAT-16658 — Ensures confirmation/reminder forms appear after timezone changes and improves calendar timezone detection.
- CHAT-16660 — Updates the internal timezone list to include all Nylas-supported IDs, preventing errors when non-standard timezones are selected.
- CHAT-16663 — Fixes a JSON serialization error that prevented leads from being processed after an appointment was scheduled.
- CHAT-16668 — Resolves a null reference exception that occurred when attempting to remove an appointment service type.
- CHAT-16689 — Adds functional Reschedule and Cancel links to calendar events for v3 appointments.
- CHAT-16684 — Ensures appointment duration settings from provisioning are correctly applied to generated companies.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler v3 provides a robust framework for managing visitor bookings, representative assignments, and calendar synchronization. This update ensures accurate timezone handling, correct representative identification, and seamless lead processing.
Core Functionality
Timezone Management
The system now accurately captures and displays timezones in both Booking Confirmation and Booking Reminder forms. The internal timezone database has been synchronized with Nylas to support a wider range of regional identifiers, including specific Canadian zones (e.g., Canada/Pacific, Canada/Eastern).
Representative Assignment
The scheduler correctly maps appointments to the specific representative selected during the booking process. This prevents data leakage where subsequent appointments might otherwise inherit the representative name from a previous booking.
Lead Processing and Service Management
Lead data is processed reliably without serialization errors. Users can manage service types by removing appointment pages via the portal without encountering null reference exceptions.
Calendar Integration
Calendar events for v3 include functional Reschedule and Cancel links.
Note: These links are generated at the page-creation level; therefore, migrated v2 pages or legacy configurations may not support these dynamic links.
Provisioning
When generating a new company via provisioning, the system now correctly inherits the appointment duration settings defined in the provisioning configuration, ensuring consistency between the template and the generated instance.
Ticket coverage
- CHAT-16640 — Fixes the display of timezone codes to show actual timezone names and corrects representative name display in reminders.
- CHAT-16652 — Resolves an issue where subsequent appointments incorrectly displayed the representative name from the first appointment.
- CHAT-16653 — Synchronizes timezone display logic between Booking Confirmation and Booking Reminder forms.
- CHAT-16658 — Ensures confirmation/reminder forms appear after timezone changes and improves calendar timezone detection.
- CHAT-16660 — Updates the internal timezone list to include all Nylas-supported IDs, preventing errors when non-standard timezones are selected.
- CHAT-16663 — Fixes a JSON serialization error that prevented leads from being processed after an appointment was scheduled.
- CHAT-16668 — Resolves a null reference exception that occurred when attempting to remove an appointment service type.
- CHAT-16689 — Adds functional Reschedule and Cancel links to calendar events for v3 appointments.
- CHAT-16684 — Ensures appointment duration settings from provisioning are correctly applied to generated companies.
Appointment Scheduler Migration and Sync
▶ 1 earlier version
▶ 2 assumptions
Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new schema.
Key Operational Rules
- Configuration Updates: Migrated pages may require a manual "Save" action within the configuration portal to auto-populate missing metadata (such as reminder email subjects or confirmation messages).
- Slug Validation: Migrated pages must adhere to V3 slug requirements (only letters, numbers, and hyphens). Pages with invalid characters in their V2 slugs may fail to process updates or display legacy UI elements.
- Third-Party Pages: Pages created in the Provisioning environment now correctly migrate to the company level upon generation, even if they do not require assigned sales representatives.
- Rescheduling Behavior: In V3, a single booking link is used for multiple rescheduling events. Consequently, the system does not trigger a "Cancel" email when a meeting is rescheduled, as the original link remains valid.
User Flow for Migrated Pages
- Migration: Page is moved from V2 to V3.
- Validation: User opens the configuration page. If the slug is invalid, updates will fail.
- Initialization: User performs a manual save to ensure all fields (reminders, confirmation messages) are correctly populated.
- Booking: Visitor books an appointment; the system displays the updated V3 UI and sends a single confirmation message.
Ticket coverage
- CHAT-16643 — Fixes console errors and 400 API responses occurring when saving changes to migrated V2 pages.
- CHAT-16644 — Resolves "Configuration not found" errors when adding sales representatives to migrated pages.
- CHAT-16647 — Fixes Scheduling Component Errors occurring on cancel/reschedule links within booking reminders.
- CHAT-16667 — Ensures appointment reminders are functional on migrated pages by requiring a manual save to populate email subjects.
- CHAT-16669 — Resolves UI inconsistencies where migrated pages displayed legacy interfaces and duplicate system messages.
- CHAT-16670 — Fixes an issue where phone number and address fields failed to auto-populate on migrated pages.
- CHAT-16675 — Ensures third-party pages correctly migrate from Provisioning to the company level during generation.
- CHAT-16678 — Clarifies that no cancellation email is sent on reschedule, as V3 uses a persistent booking link.
- CHAT-16679 — Documents that phone/address auto-population is limited to the initial reschedule link due to Nylas V3 constraints.
- CHAT-16685 — Fixes incorrect data, date, and time displays in reminders for rescheduled meetings.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The inability to delete unmigrated pages is a permanent limitation of the V3 architecture.
- Users will need to contact support or engineering to facilitate the database-level deletion mentioned in CHAT-16735.
graph LR
A[Initiate Migration] --> B{Slug Valid?}
B -- No --> C[Update Slug]
B -- Yes --> D[Open Config Page]
D --> E[Manual Save]
E --> F[Populate Metadata]
F --> G[Booking Ready]
G --> H{Migration Success?}
H -- No --> I[Request DB Deletion]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
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Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new schema.
Key Operational Rules
- Configuration Updates: Migrated pages may require a manual "Save" action within the configuration portal to auto-populate missing metadata (such as reminder email subjects or confirmation messages).
- Slug Validation: Migrated pages must adhere to V3 slug requirements (only letters, numbers, and hyphens). Pages with invalid characters in their V2 slugs may fail to process updates or display legacy UI elements.
- Third-Party Pages: Pages created in the Provisioning environment now correctly migrate to the company level upon generation, even if they do not require assigned sales representatives.
- Rescheduling Behavior: In V3, a single booking link is used for multiple rescheduling events. Consequently, the system does not trigger a "Cancel" email when a meeting is rescheduled, as the original link remains valid.
- Unmigrated Page Management: Pages that fail to migrate or remain in an unmigrated state cannot be deleted via the standard UI. These records must be removed via direct database intervention by the engineering team, as they are not recognized by the V3 scheduling infrastructure.
User Flow for Migrated Pages
- Migration: Page is moved from V2 to V3.
- Validation: User opens the configuration page. If the slug is invalid, updates will fail.
- Initialization: User performs a manual save to ensure all fields (reminders, confirmation messages) are correctly populated.
- Booking: Visitor books an appointment; the system displays the updated V3 UI and sends a single confirmation message.
- Cleanup (If Required): If a page fails to migrate, contact support to request a database-level deletion.
Ticket coverage
- CHAT-16643 — Fixes console errors and 400 API responses occurring when saving changes to migrated V2 pages.
- CHAT-16644 — Resolves "Configuration not found" errors when adding sales representatives to migrated pages.
- CHAT-16647 — Fixes Scheduling Component Errors occurring on cancel/reschedule links within booking reminders.
- CHAT-16667 — Ensures appointment reminders are functional on migrated pages by requiring a manual save to populate email subjects.
- CHAT-16669 — Resolves UI inconsistencies where migrated pages displayed legacy interfaces and duplicate system messages.
- CHAT-16670 — Fixes an issue where phone number and address fields failed to auto-populate on migrated pages.
- CHAT-16675 — Ensures third-party pages correctly migrate from Provisioning to the company level during generation.
- CHAT-16678 — Clarifies that no cancellation email is sent on reschedule, as V3 uses a persistent booking link.
- CHAT-16679 — Documents that phone/address auto-population is limited to the initial reschedule link due to Nylas V3 constraints.
- CHAT-16685 — Fixes incorrect data, date, and time displays in reminders for rescheduled meetings.
- CHAT-16735 — Documents that unmigrated pages cannot be deleted via the UI and require database-level intervention.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new schema.
Key Operational Rules
- Configuration Updates: Migrated pages may require a manual "Save" action within the configuration portal to auto-populate missing metadata (such as reminder email subjects or confirmation messages).
- Slug Validation: Migrated pages must adhere to V3 slug requirements (only letters, numbers, and hyphens). Pages with invalid characters in their V2 slugs may fail to process updates or display legacy UI elements.
- Third-Party Pages: Pages created in the Provisioning environment now correctly migrate to the company level upon generation, even if they do not require assigned sales representatives.
- Rescheduling Behavior: In V3, a single booking link is used for multiple rescheduling events. Consequently, the system does not trigger a "Cancel" email when a meeting is rescheduled, as the original link remains valid.
- Unmigrated Page Management: Pages that fail to migrate or remain in an unmigrated state cannot be deleted via the standard UI. These records must be removed via direct database intervention by the engineering team, as they are not recognized by the V3 scheduling infrastructure.
User Flow for Migrated Pages
- Migration: Page is moved from V2 to V3.
- Validation: User opens the configuration page. If the slug is invalid, updates will fail.
- Initialization: User performs a manual save to ensure all fields (reminders, confirmation messages) are correctly populated.
- Booking: Visitor books an appointment; the system displays the updated V3 UI and sends a single confirmation message.
- Cleanup (If Required): If a page fails to migrate, contact support to request a database-level deletion.
Ticket coverage
- CHAT-16643 — Fixes console errors and 400 API responses occurring when saving changes to migrated V2 pages.
- CHAT-16644 — Resolves "Configuration not found" errors when adding sales representatives to migrated pages.
- CHAT-16647 — Fixes Scheduling Component Errors occurring on cancel/reschedule links within booking reminders.
- CHAT-16667 — Ensures appointment reminders are functional on migrated pages by requiring a manual save to populate email subjects.
- CHAT-16669 — Resolves UI inconsistencies where migrated pages displayed legacy interfaces and duplicate system messages.
- CHAT-16670 — Fixes an issue where phone number and address fields failed to auto-populate on migrated pages.
- CHAT-16675 — Ensures third-party pages correctly migrate from Provisioning to the company level during generation.
- CHAT-16678 — Clarifies that no cancellation email is sent on reschedule, as V3 uses a persistent booking link.
- CHAT-16679 — Documents that phone/address auto-population is limited to the initial reschedule link due to Nylas V3 constraints.
- CHAT-16685 — Fixes incorrect data, date, and time displays in reminders for rescheduled meetings.
- CHAT-16735 — Documents that unmigrated pages cannot be deleted via the UI and require database-level intervention.
Billing and Onboarding Tools Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'CompanyPricingList' refers to a UI component or report used by administrators to view pricing.
- The 'Company Key' is a unique identifier used for database indexing or API lookups.
- The system uses existing session or portal authentication to determine the 'Direct vs. Reseller' association.
graph LR
A[Start Onboarding] --> B{Company Key Provided?}
B -- No --> C[Generate Key from Name]
C --> D[Strip Special Characters]
D --> E[Save Company Key]
B -- Yes --> E
E --> F[Determine Association]
F --> G[Apply Direct/Reseller Pricing]
✎ This documentation has been manually edited.
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Overview
This documentation covers recent updates to the billing and onboarding modules, focusing on data integrity in pricing lists, dynamic tier pricing for voice services, and automated company key generation.
Company Pricing List Integrity
The system now ensures that the 'Amount' column correctly reflects the 'Rate' when the quantity is set to 1. Previously, discrepancies occurred in the CompanyPricingList, which have been resolved to ensure accurate billing calculations.
Voice Onboarding: Tiered Pricing
The onboarding flow now supports dynamic pricing tiers based on the user's association (Direct vs. Reseller). The system identifies the portal type via credentials and association data to apply the appropriate pricing structure automatically.
Automated Company Key Generation
When a company key is not manually provided during the onboarding quote process, the system automatically generates one based on the company name. The logic has been updated to strip all special characters, ensuring only alphanumeric characters are used. This prevents backend errors caused by invalid characters (e.g., '&') in the company key field.
Ticket coverage
- CHAT-16692 — Resolves a calculation discrepancy in the CompanyPricingList where the Amount did not match the Rate for single-quantity items.
- CHAT-16693 — Introduces logic to differentiate tiered pricing for voice onboarding based on whether the user is a direct customer or a reseller.
- CHAT-16694 — Updates the automatic company key generation logic to sanitize input by removing special characters, restricting keys to alphanumeric values only.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the billing and onboarding modules, focusing on data integrity in pricing lists, dynamic tier pricing for voice services, and automated company key generation.
Company Pricing List Integrity
The system now ensures that the 'Amount' column correctly reflects the 'Rate' when the quantity is set to 1. Previously, discrepancies occurred in the CompanyPricingList, which have been resolved to ensure accurate billing calculations.
Voice Onboarding: Tiered Pricing
The onboarding flow now supports dynamic pricing tiers based on the user's association (Direct vs. Reseller). The system identifies the portal type via credentials and association data to apply the appropriate pricing structure automatically.
Automated Company Key Generation
When a company key is not manually provided during the onboarding quote process, the system automatically generates one based on the company name. The logic has been updated to strip all special characters, ensuring only alphanumeric characters are used. This prevents backend errors caused by invalid characters (e.g., '&') in the company key field.
Ticket coverage
- CHAT-16692 — Resolves a calculation discrepancy in the CompanyPricingList where the Amount did not match the Rate for single-quantity items.
- CHAT-16693 — Introduces logic to differentiate tiered pricing for voice onboarding based on whether the user is a direct customer or a reseller.
- CHAT-16694 — Updates the automatic company key generation logic to sanitize input by removing special characters, restricting keys to alphanumeric values only.
System Reporting, Compliance, and SMS Messaging Updates
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Priority' dropdown in the host grid is intended for internal administrative organization only.
- ADA compliance updates are currently in the discovery and initial remediation phase.
- The 'pinghandler' issue was specific to the blazeo.com website implementation and not a core platform bug.
graph LR
A[User Sends SMS with ||] --> B[System Parses Delimiter]
B --> C[System Reorders Messages]
C --> D[Agent/Visitor Receives Correctly Ordered Text]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
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Manual edit change log
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Overview
This documentation covers recent updates to the system reporting infrastructure, administrative host management, ADA compliance standards for the chat widget, and SMS message formatting.
Host Priority Management
Internal administrators can now categorize hosts within the legacy admin portal. A new 'Priority' column has been added to the host grid, featuring a dropdown menu with the following options:
- New client
- High
- Medium
- Low
ADA Compliance in Chat Widget
The chat widget is undergoing evaluation to meet ADA compliance standards. Current focus areas include improving screen reader accessibility for mobile users. Specifically, the system is being audited to ensure:
- Proper labeling of links to prevent navigation barriers.
- Correct role assignment for buttons (e.g., 'Free consultation' and 'I have a question') so that screen readers correctly identify them as interactive elements rather than plain text.
SMS Messaging Formatting
The system has been updated to handle double-pipe (||) delimiters within SMS chat messages. Previously, these characters caused display errors or message ordering issues. The system now correctly parses these characters, ensuring that messages are delivered and displayed in the intended chronological order.
System Reporting
Reporting discrepancies regarding visitor tracking on the blazeo.com domain were investigated. It was determined that the 'pinghandler' script failed to load correctly, preventing the generation of a visitorID. This issue was resolved via website-side updates.
Ticket coverage
- CHAT-16673 — Resolved an issue where visitor tracking was failing on the blazeo.com domain due to a script loading failure.
- CHAT-16674 — Added a priority status dropdown and grid column to the legacy admin portal for host management.
- CHAT-16677 — Initiated an audit and remediation plan for ADA compliance barriers within the mobile chat widget.
- CHAT-16691 — Fixed a bug where double-pipe (||) characters in SMS messages caused display errors and incorrect message sequencing.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the system reporting infrastructure, administrative host management, ADA compliance standards for the chat widget, and SMS message formatting.
Host Priority Management
Internal administrators can now categorize hosts within the legacy admin portal. A new 'Priority' column has been added to the host grid, featuring a dropdown menu with the following options:
- New client
- High
- Medium
- Low
ADA Compliance in Chat Widget
The chat widget is undergoing evaluation to meet ADA compliance standards. Current focus areas include improving screen reader accessibility for mobile users. Specifically, the system is being audited to ensure:
- Proper labeling of links to prevent navigation barriers.
- Correct role assignment for buttons (e.g., 'Free consultation' and 'I have a question') so that screen readers correctly identify them as interactive elements rather than plain text.
SMS Messaging Formatting
The system has been updated to handle double-pipe (||) delimiters within SMS chat messages. Previously, these characters caused display errors or message ordering issues. The system now correctly parses these characters, ensuring that messages are delivered and displayed in the intended chronological order.
System Reporting
Reporting discrepancies regarding visitor tracking on the blazeo.com domain were investigated. It was determined that the 'pinghandler' script failed to load correctly, preventing the generation of a visitorID. This issue was resolved via website-side updates.
Ticket coverage
- CHAT-16673 — Resolved an issue where visitor tracking was failing on the blazeo.com domain due to a script loading failure.
- CHAT-16674 — Added a priority status dropdown and grid column to the legacy admin portal for host management.
- CHAT-16677 — Initiated an audit and remediation plan for ADA compliance barriers within the mobile chat widget.
- CHAT-16691 — Fixed a bug where double-pipe (||) characters in SMS messages caused display errors and incorrect message sequencing.
Chat Widget Visitor UI/UX Enhancements - Batch 16
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent UI/UX improvements and bug fixes for the v3 chat widget, focusing on visitor interaction, message visibility, and component behavior during minimized states.
Key Features and Behaviors
Multi-Selector Component
The multi-selector interface now includes a mandatory 'Confirm' button. This button remains disabled (light green) by default until the user makes a selection. Once enabled, clicking 'Confirm' triggers the submission of selected options. During this interaction, the standard chat input field and send button are disabled to prevent conflicting actions.
Minimized State Behavior
- Message Notifications: The widget correctly displays new incoming messages while in the minimized state, ensuring the message counter and notification visibility function as expected.
- Video Greet Handling: When a video greet is minimized on desktop, the widget correctly restores the Pre-chat interface instead of defaulting to a QR code view.
Chat Lifecycle
- Restart Chat: The 'Restart Chat' functionality is fully restored, allowing visitors to initiate a new session via the action button after previous configuration issues were resolved.
Ticket Coverage
- CHAT-16695 — Resolves an issue where the pre-chat interface failed to display on mobile devices after minimizing a video greet.
- CHAT-16701 — Fixes a configuration bug that prevented the 'Restart Chat' functionality from triggering correctly in the new widget design.
- CHAT-16708 — Adds a mandatory 'Confirm' button to the multi-selector component, ensuring it is disabled by default and enabled only upon user selection.
- CHAT-16719 — Corrects message visibility issues in the minimized widget state, ensuring users are properly notified of new messages.
- CHAT-16757 — Fixes a desktop-specific bug where minimizing a video greet incorrectly displayed a QR code instead of the pre-chat form.
- CHAT-16760 — Addresses a UI flickering issue caused by timestamp rendering when hovering over chatbot responses.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD Chat window editor' issue (CHAT-16818) is considered a low-priority preview UI bug and will not be addressed in this cycle.
- The design difference between QR bubbles and agent text bubbles (CHAT-16830) is confirmed as intentional based on Figma design documentation.
- The 'apexfeature4' environment is representative of the production-ready state for these features.
graph LR
A[User Clicks Switch to Text] --> B{Validation Check}
B -->|Duplicate Number| C[Show 'Already Contacted' Error]
B -->|New Number| D[Show Overlay]
D --> E[User Selects Option]
E --> F[Confirm Button Enables]
F --> G[Submit]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers the UI/UX improvements and bug fixes for the visitor-facing chat widget. These updates focus on refining the 'Switch to Text' functionality, improving Quick Reply (QR) interactions, standardizing design elements, and ensuring consistent behavior across different widget modes (embedded, windowed, and mobile).
Core Functionality Updates
Switch to Text
- Animation & Interaction: The 'Switch to Text' overlay now triggers a smooth bottom-to-top animation. The overlay is restricted to trigger only upon explicit user interaction with the button, preventing accidental activation.
- Validation: When a user attempts to switch to text using a previously registered phone number, the system now displays only the 'You have already been contacted' message, suppressing redundant 'Invalid phone number' errors.
- Styling: The 'Continue' button now dynamically inherits the theme settings defined in the widget configuration, and the 'Cancel' button is standardized to color #505050.
Quick Replies (QR) & Messaging
- Time/Calendar QRs: The numeric stepper for year selection is now correctly spaced to prevent overlap with the year digits. The 'Select Time' QR type is fully functional in standard and windowed modes.
- Multi-Select: The 'Confirm' button in list-type multi-select QRs now correctly enables after a user makes a selection.
- System Messages: System messages are standardized to a 12px font size with optimized spacing for a cleaner UI.
- Message Bubbles: Message bubble widths have been increased to improve readability. Long text options now truncate with ellipses, with full text available upon hover.
General Improvements
- Font Standardization: The widget font has been updated from Roboto to the designated brand font to ensure design consistency.
- Audio Alerts: Message-dropping sounds are now correctly triggered upon receipt of new messages.
- External Links: 'Powered by' links now open in a new browser tab rather than within the chat widget container.
Ticket coverage
- CHAT-16795 — Fixed the 'Select Time' QR type functionality and confirmed button visibility.
- CHAT-16801 — Resolved 'Invalid XHR' errors and text messaging issues in the pop-out widget.
- CHAT-16818 — Identified as a preview UI limitation; no changes made to the RD Chat window editor.
- CHAT-16819 — Implemented the correct bottom-to-top overlay animation for 'Switch to Text'.
- CHAT-16821 — Fixed the 'Continue' button to respect theme-defined colors.
- CHAT-16823 — Replaced the default Roboto font with the new brand-standard font across all elements.
- CHAT-16830 — Confirmed that QR and agent message bubble design differences are intentional per Figma specs.
- CHAT-16836 — Corrected the text alignment on the appointment scheduling button.
- CHAT-16837 — Fixed the numeric stepper overlap issue in Time/Calendar QRs.
- CHAT-16840 — Standardized system message styling to 12px font and improved layout spacing.
- CHAT-16844 — Fixed the 'Confirm' button state in multi-select QRs to enable upon selection.
- CHAT-16846 — Increased message bubble width and implemented hover-to-view for truncated text.
- CHAT-16847 — Configured 'Powered by' links to open in a new tab.
- CHAT-16848 — Restricted 'Switch to Text' overlay activation to button clicks only.
- CHAT-16859 — Restored message-dropping audio alerts for new incoming messages.
- CHAT-16864 — Updated the 'Cancel' button color to #505050 in the 'Switch to Text' overlay.
- CHAT-16851 — Fixed the 'Object Text' error appearing during chat resets.
- CHAT-16852 — Optimized validation messaging for duplicate phone numbers during 'Switch to Text'.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the UI/UX improvements and bug fixes for the visitor-facing chat widget. These updates focus on refining the 'Switch to Text' functionality, improving Quick Reply (QR) interactions, standardizing design elements, and ensuring consistent behavior across different widget modes (embedded, windowed, and mobile).
Core Functionality Updates
Switch to Text
- Animation & Interaction: The 'Switch to Text' overlay now triggers a smooth bottom-to-top animation. The overlay is restricted to trigger only upon explicit user interaction with the button, preventing accidental activation.
- Validation: When a user attempts to switch to text using a previously registered phone number, the system now displays only the 'You have already been contacted' message, suppressing redundant 'Invalid phone number' errors.
- Styling: The 'Continue' button now dynamically inherits the theme settings defined in the widget configuration, and the 'Cancel' button is standardized to color #505050.
Quick Replies (QR) & Messaging
- Time/Calendar QRs: The numeric stepper for year selection is now correctly spaced to prevent overlap with the year digits. The 'Select Time' QR type is fully functional in standard and windowed modes.
- Multi-Select: The 'Confirm' button in list-type multi-select QRs now correctly enables after a user makes a selection.
- System Messages: System messages are standardized to a 12px font size with optimized spacing for a cleaner UI.
- Message Bubbles: Message bubble widths have been increased to improve readability. Long text options now truncate with ellipses, with full text available upon hover.
General Improvements
- Font Standardization: The widget font has been updated from Roboto to the designated brand font to ensure design consistency.
- Audio Alerts: Message-dropping sounds are now correctly triggered upon receipt of new messages.
- External Links: 'Powered by' links now open in a new browser tab rather than within the chat widget container.
Ticket coverage
- CHAT-16795 — Fixed the 'Select Time' QR type functionality and confirmed button visibility.
- CHAT-16801 — Resolved 'Invalid XHR' errors and text messaging issues in the pop-out widget.
- CHAT-16818 — Identified as a preview UI limitation; no changes made to the RD Chat window editor.
- CHAT-16819 — Implemented the correct bottom-to-top overlay animation for 'Switch to Text'.
- CHAT-16821 — Fixed the 'Continue' button to respect theme-defined colors.
- CHAT-16823 — Replaced the default Roboto font with the new brand-standard font across all elements.
- CHAT-16830 — Confirmed that QR and agent message bubble design differences are intentional per Figma specs.
- CHAT-16836 — Corrected the text alignment on the appointment scheduling button.
- CHAT-16837 — Fixed the numeric stepper overlap issue in Time/Calendar QRs.
- CHAT-16840 — Standardized system message styling to 12px font and improved layout spacing.
- CHAT-16844 — Fixed the 'Confirm' button state in multi-select QRs to enable upon selection.
- CHAT-16846 — Increased message bubble width and implemented hover-to-view for truncated text.
- CHAT-16847 — Configured 'Powered by' links to open in a new tab.
- CHAT-16848 — Restricted 'Switch to Text' overlay activation to button clicks only.
- CHAT-16859 — Restored message-dropping audio alerts for new incoming messages.
- CHAT-16864 — Updated the 'Cancel' button color to #505050 in the 'Switch to Text' overlay.
- CHAT-16851 — Fixed the 'Object Text' error appearing during chat resets.
- CHAT-16852 — Optimized validation messaging for duplicate phone numbers during 'Switch to Text'.
AI Chatbot Appointment Scheduling
▶ 1 earlier version
▶ 3 assumptions
Overview
The AI Chatbot Appointment Scheduling feature enables seamless calendar management and service booking. Recent updates ensure robust connectivity with external calendar providers and strict adherence to member approval workflows.
Outlook Representative Authorization
Users can now successfully authorize Outlook representatives to enable calendar integration. This process requires the correct configuration of the callback URL within the Outlook application settings to establish a secure handshake between the AI Chatbot and the user's Outlook account.
Service Type Grid Filtering
The Service Type Grid is now restricted to display only approved members. The system automatically filters out any members with an 'Unapproved' or 'Inactive' status, ensuring that end-users only interact with authorized personnel when scheduling appointments.
Ticket coverage
- CHAT-16771 — Resolves an authorization failure for Outlook representatives by implementing the required callback URL configuration.
- CHAT-16778 — Fixes a data visibility issue where unapproved members were incorrectly appearing in the Service Type Grid, ensuring only active/approved members are selectable.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The timezone issue in CHAT-16793 is considered a 'working as intended' behavior rather than a bug, as per the reporter's closing comments.
- The email delivery issue in CHAT-16793 is attributed to external provider latency or configuration rather than a system defect.
- The 'Save' button loading state issue mentioned in CHAT-16815 was resolved by the implementation of the duplicate name validation.
graph LR
A[User Initiates Auth] --> B[System Redirects to Outlook]
B --> C[Callback URL Validated]
C --> D[Calendar Integration Active]
E[User Opens Service Grid] --> F[System Filters Member List]
F --> G[Display Only Approved Members]
H[User Adds Calendar] --> I{Name Unique?}
I -- No --> J[Display Error Message]
I -- Yes --> K[Calendar Saved Successfully]
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Overview
The AI Chatbot Appointment Scheduling feature enables seamless calendar management and service booking. Recent updates ensure robust connectivity with external calendar providers, strict adherence to member approval workflows, and improved validation for calendar configurations.
Outlook Representative Authorization
Users can now successfully authorize Outlook representatives to enable calendar integration. This process requires the correct configuration of the callback URL within the Outlook application settings to establish a secure handshake between the AI Chatbot and the user's Outlook account.
Service Type Grid Filtering
The Service Type Grid is now restricted to display only approved members. The system automatically filters out any members with an 'Unapproved' or 'Inactive' status, ensuring that end-users only interact with authorized personnel when scheduling appointments.
Calendar Configuration and Timezone Handling
To prevent scheduling conflicts, the system now enforces unique naming conventions for all connected calendars; users will receive an error message if they attempt to add a calendar with a duplicate name. Furthermore, the system processes appointment times based on the company's configured timezone. Note that email invitations are dispatched via the integrated calendar provider (e.g., Google/Outlook); if invitations are not received, please verify the provider's notification settings.
Ticket coverage
- CHAT-16771 — Resolves an authorization failure for Outlook representatives by implementing the required callback URL configuration.
- CHAT-16778 — Fixes a data visibility issue where unapproved members were incorrectly appearing in the Service Type Grid.
- CHAT-16793 — Clarifies that appointment scheduling is bound to the company's timezone and confirms that email invitation delivery is managed by the external calendar provider.
- CHAT-16815 — Prevents the creation of duplicate calendar names by implementing validation and error messaging to avoid scheduling conflicts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Appointment Scheduling feature enables seamless calendar management and service booking. Recent updates ensure robust connectivity with external calendar providers, strict adherence to member approval workflows, and improved validation for calendar configurations.
Outlook Representative Authorization
Users can now successfully authorize Outlook representatives to enable calendar integration. This process requires the correct configuration of the callback URL within the Outlook application settings to establish a secure handshake between the AI Chatbot and the user's Outlook account.
Service Type Grid Filtering
The Service Type Grid is now restricted to display only approved members. The system automatically filters out any members with an 'Unapproved' or 'Inactive' status, ensuring that end-users only interact with authorized personnel when scheduling appointments.
Calendar Configuration and Timezone Handling
To prevent scheduling conflicts, the system now enforces unique naming conventions for all connected calendars; users will receive an error message if they attempt to add a calendar with a duplicate name. Furthermore, the system processes appointment times based on the company's configured timezone. Note that email invitations are dispatched via the integrated calendar provider (e.g., Google/Outlook); if invitations are not received, please verify the provider's notification settings.
Ticket coverage
- CHAT-16771 — Resolves an authorization failure for Outlook representatives by implementing the required callback URL configuration.
- CHAT-16778 — Fixes a data visibility issue where unapproved members were incorrectly appearing in the Service Type Grid.
- CHAT-16793 — Clarifies that appointment scheduling is bound to the company's timezone and confirms that email invitation delivery is managed by the external calendar provider.
- CHAT-16815 — Prevents the creation of duplicate calendar names by implementing validation and error messaging to avoid scheduling conflicts.
Chat Widget Mobile UI/UX Documentation
▶ 2 earlier versions
▶ 3 assumptions
Overview
This documentation covers enhancements to the mobile chat widget, focusing on UI consistency, responsive layout alignment, error handling, and session persistence. These updates ensure that the mobile experience mirrors the desktop interface, particularly regarding Quick Reply (QR) interactions, post-appointment states, and widget re-opening behavior.
User Flow: Quick Reply Interaction
- The system displays a Quick Reply (QR) prompt (Multi-Select, Multiple Choice, or Full Text) within the chat window.
- For Full Text types, the input field dynamically renders the field-specific placeholder (e.g., "Enter your email") instead of a generic "Type your message..." string.
- For selection-based QRs, the UI renders options in a responsive grid that maintains alignment regardless of device screen size, preventing layout distortion.
- The user interacts with the input or selection, and the widget maintains its structural integrity.
Session Management and Re-opening
- Users can close and reopen the chat widget at any time without requiring an agent to send a message to trigger the session.
- When reopening the widget, the system ensures the pre-chat form maintains correct alignment and prevents the unexpected display of restricted messages, ensuring a consistent state across both mobile and desktop environments.
Post-Appointment Flow
- The user triggers an appointment scheduling link within the chat.
- The user completes the scheduling process.
- Upon returning to the chat interface, the widget remains fully rendered and aligned, preventing UI distortion.
Error Handling
- The system suppresses intermittent "Sorry, this chat could not be started" error messages that previously appeared during successful chat initializations. If a chat is successfully initiated, the UI remains clean and functional.
Ticket coverage
- CHAT-16834 — Corrects the alignment of multi-select QR UI elements on mobile devices to match the desktop layout.
- CHAT-16835 — Fixes the Full Text QR placeholder to display field-specific instructions instead of a generic default message.
- CHAT-16838 — Resolves UI distortion issues that occurred after a user completed the appointment scheduling process.
- CHAT-16839 — Eliminates intermittent, false-positive error messages during the chat initiation phase.
- CHAT-16845 — Fixes layout misalignment issues triggered when receiving Multi-Selection or Multiple Choice (MC) type QR messages.
- CHAT-16877 — Resolves UI distortion occurring when any QR type is received on mobile.
- CHAT-16896 — Enables users to reopen the chat widget independently without needing an agent-initiated message.
- CHAT-16935 — Fixes pre-chat form alignment and message display issues when reopening the chat widget.
Overview
This documentation covers recent enhancements to the mobile chat widget, focusing on UI consistency, responsive layout alignment, and error handling. These updates ensure that the mobile experience mirrors the desktop interface, particularly regarding Quick Reply (QR) interactions and post-appointment states.
User Flow: Quick Reply Interaction
- The system displays a Quick Reply (QR) prompt (Multi-Select, Multiple Choice, or Full Text) within the chat window.
- For Full Text types, the input field dynamically renders the field-specific placeholder (e.g., "Enter your email") instead of a generic "Type your message..." string.
- For selection-based QRs, the UI renders options in a responsive grid that maintains alignment regardless of device screen size.
- The user interacts with the input or selection, and the widget maintains its structural integrity without layout distortion.
Post-Appointment Flow
- The user triggers an appointment scheduling link within the chat.
- The user completes the scheduling process.
- Upon returning to the chat interface, the widget remains fully rendered and aligned, preventing the previous issue where the UI would become distorted or unusable.
Error Handling
- The system suppresses intermittent "Sorry, this chat could not be started" error messages that previously appeared during successful chat initializations. If a chat is successfully initiated, the UI remains clean and functional.
Ticket coverage
- CHAT-16834 — Corrects the alignment of multi-select QR UI elements on mobile devices to match the desktop layout.
- CHAT-16835 — Fixes the Full Text QR placeholder to display field-specific instructions instead of a generic default message.
- CHAT-16838 — Resolves UI distortion issues that occurred after a user completed the appointment scheduling process.
- CHAT-16839 — Eliminates intermittent, false-positive error messages during the chat initiation phase.
- CHAT-16845 — Fixes layout misalignment issues triggered when receiving Multi-Selection or Multiple Choice (MC) type QR messages.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Tablet profile branding issues on iPads are resolved by forcing the system to ignore desktop profile overrides.
- Numeric keyboard implementation for 'Convert to text' is limited to fields requiring numeric input.
- Pre-chat message overlap fixes apply to both Android and iOS environments.
graph LR
A[Initiate Chat] --> B{QR Received}
B --> C[Display Field-Specific Placeholder]
B --> D[Render Responsive Selection Grid]
C --> E[User Input]
D --> E[User Selection]
E --> F[Appointment Link Clicked]
F --> G[Complete Scheduling]
G --> H[Return to Chat Widget (UI Intact)]
H --> I[Pre-Chat UI Check: No Overlap/Correct Count]
I --> J[Close Chat]
J --> K[Reopen Chat (Session/Profile Persists)]
K --> L[Pre-chat Form Aligned & Clean]
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Overview
This documentation covers enhancements to the mobile and tablet chat widget, focusing on UI consistency, responsive layout alignment, error handling, session persistence, and cross-device branding. These updates ensure that the mobile and tablet experience mirrors the desktop interface, particularly regarding Quick Reply (QR) interactions, pre-chat messaging, and device-specific profile handling.
User Flow: Quick Reply Interaction
- The system displays a Quick Reply (QR) prompt (Multi-Select, Multiple Choice, or Full Text) within the chat window.
- For Full Text types, the input field dynamically renders the field-specific placeholder (e.g., "Enter your email") instead of a generic "Type your message..." string.
- For selection-based QRs, the UI renders options in a responsive grid that maintains alignment regardless of device screen size, preventing layout distortion.
- The user interacts with the input or selection, and the widget maintains its structural integrity.
Session Management and Re-opening
- Users can close and reopen the chat widget at any time without requiring an agent to send a message to trigger the session.
- When reopening the widget, the system ensures the pre-chat form maintains correct alignment and prevents the unexpected display of restricted messages.
- Tablet profiles are designed to persist across page reloads and resets, ensuring the correct UI configuration is maintained.
Pre-Chat and Messaging UI
- Pre-chat messages are rendered to prevent overlap with the widget bubble.
- Greeting message counts and images are displayed consistently with legacy implementations to ensure visual parity.
- The "Convert this chat to text" screen is optimized for mobile by triggering the numeric keyboard for relevant input fields.
Post-Appointment Flow
- The user triggers an appointment scheduling link within the chat.
- The user completes the scheduling process.
- Upon returning to the chat interface, the widget remains fully rendered and aligned, preventing UI distortion.
Error Handling
- The system suppresses intermittent "Sorry, this chat could not be started" error messages. If a chat is successfully initiated, the UI remains clean and functional.
Ticket coverage
- CHAT-16834 — Corrects the alignment of multi-select QR UI elements on mobile devices.
- CHAT-16835 — Fixes the Full Text QR placeholder to display field-specific instructions.
- CHAT-16838 — Resolves UI distortion issues after appointment scheduling.
- CHAT-16839 — Eliminates intermittent, false-positive error messages during chat initiation.
- CHAT-16845 — Fixes layout misalignment for Multi-Selection or Multiple Choice QR messages.
- CHAT-16877 — Resolves UI distortion when any QR type is received on mobile.
- CHAT-16896 — Enables independent chat widget reopening.
- CHAT-16935 — Fixes pre-chat form alignment when reopening the chat widget.
- CHAT-16956 — Ensures correct branding application on iPads by preventing fallback to desktop profiles.
- CHAT-16991 — Prevents pre-chat messages from overlapping with the widget bubble.
- CHAT-16993 — Ensures tablet profile persistence after page reloads.
- CHAT-16995 — Configures the "Convert to text" screen to display a numeric keyboard on mobile.
- CHAT-17001 — Fixes greeting message count display and 'x' button overlap issues.
- CHAT-17007 — Aligns pre-chat message counts with production standards.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers enhancements to the mobile and tablet chat widget, focusing on UI consistency, responsive layout alignment, error handling, session persistence, and cross-device branding. These updates ensure that the mobile and tablet experience mirrors the desktop interface, particularly regarding Quick Reply (QR) interactions, pre-chat messaging, and device-specific profile handling.
User Flow: Quick Reply Interaction
- The system displays a Quick Reply (QR) prompt (Multi-Select, Multiple Choice, or Full Text) within the chat window.
- For Full Text types, the input field dynamically renders the field-specific placeholder (e.g., "Enter your email") instead of a generic "Type your message..." string.
- For selection-based QRs, the UI renders options in a responsive grid that maintains alignment regardless of device screen size, preventing layout distortion.
- The user interacts with the input or selection, and the widget maintains its structural integrity.
Session Management and Re-opening
- Users can close and reopen the chat widget at any time without requiring an agent to send a message to trigger the session.
- When reopening the widget, the system ensures the pre-chat form maintains correct alignment and prevents the unexpected display of restricted messages.
- Tablet profiles are designed to persist across page reloads and resets, ensuring the correct UI configuration is maintained.
Pre-Chat and Messaging UI
- Pre-chat messages are rendered to prevent overlap with the widget bubble.
- Greeting message counts and images are displayed consistently with legacy implementations to ensure visual parity.
- The "Convert this chat to text" screen is optimized for mobile by triggering the numeric keyboard for relevant input fields.
Post-Appointment Flow
- The user triggers an appointment scheduling link within the chat.
- The user completes the scheduling process.
- Upon returning to the chat interface, the widget remains fully rendered and aligned, preventing UI distortion.
Error Handling
- The system suppresses intermittent "Sorry, this chat could not be started" error messages. If a chat is successfully initiated, the UI remains clean and functional.
Ticket coverage
- CHAT-16834 — Corrects the alignment of multi-select QR UI elements on mobile devices.
- CHAT-16835 — Fixes the Full Text QR placeholder to display field-specific instructions.
- CHAT-16838 — Resolves UI distortion issues after appointment scheduling.
- CHAT-16839 — Eliminates intermittent, false-positive error messages during chat initiation.
- CHAT-16845 — Fixes layout misalignment for Multi-Selection or Multiple Choice QR messages.
- CHAT-16877 — Resolves UI distortion when any QR type is received on mobile.
- CHAT-16896 — Enables independent chat widget reopening.
- CHAT-16935 — Fixes pre-chat form alignment when reopening the chat widget.
- CHAT-16956 — Ensures correct branding application on iPads by preventing fallback to desktop profiles.
- CHAT-16991 — Prevents pre-chat messages from overlapping with the widget bubble.
- CHAT-16993 — Ensures tablet profile persistence after page reloads.
- CHAT-16995 — Configures the "Convert to text" screen to display a numeric keyboard on mobile.
- CHAT-17001 — Fixes greeting message count display and 'x' button overlap issues.
- CHAT-17007 — Aligns pre-chat message counts with production standards.
Chat Widget Pop-out and Windowed Mode Functionality
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Switch to Text' feature refers to a transition from a bot-led or voice-led interaction to a text-based chat interface.
- The 'Windowed Mode' refers to a specific embedded configuration of the chat widget distinct from the standard floating bubble.
- The 'apexfeature4' and 'apexstage' environments mentioned are internal testing environments for the development team.
graph LR
A[User Triggers Chat] --> B{Mode Selection}
B -->|Windowed| C[Initialize Session]
B -->|Pop-out| D[Open Separate Window]
C --> E[Handle Messages]
D --> E
E --> F[Switch to Text]
F --> G[Maintain Context in Active Window]
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Overview
The Chat Widget supports flexible viewing modes, including a 'Windowed Mode' for embedded experiences and a 'Pop-out' feature that allows users to move the conversation into a separate browser window. Recent updates ensure stability, UI consistency, and reliable message synchronization across these modes.
User Flow
- Initialization: The user triggers the chat widget. In Windowed Mode, the system initializes the session without redirection errors.
- Interaction: The user may choose to 'Pop-out' the chat into a dedicated window.
- State Management: Upon popping out, the UI renders correctly without distortion. Messages sent by the visitor appear immediately in the active window.
- Context Switching: When utilizing features like 'Switch to Text', the system ensures that pre-chat greetings remain scoped to the appropriate session and do not leak into the original parent window.
Business Rules and Constraints
- UI Integrity: The pop-out window must maintain responsive design standards to prevent distortion upon first launch.
- Message Synchronization: Visitor responses must be reflected in the active chat instance (the pop-out window) to ensure continuity.
- Error Handling: The system must resolve initialization exceptions that previously prevented chat initiation in windowed mode.
Ticket coverage
- CHAT-16850 — Resolves a redirection error that occurred during the initial loading phase of the chat widget in windowed mode.
- CHAT-16853 — Fixes UI distortion issues that occurred when the chat widget was popped out into a separate window for the first time.
- CHAT-16854 — Corrects a bug where pre-chat greeting messages incorrectly appeared in the original window after the user initiated the 'Switch to Text' function in the pop-out window.
- CHAT-16855 — Ensures that visitor messages are correctly rendered within the popped-out chat window during active sessions.
- CHAT-16856 — Fixes a critical exception that prevented users from successfully initiating a chat session while in windowed mode.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget supports flexible viewing modes, including a 'Windowed Mode' for embedded experiences and a 'Pop-out' feature that allows users to move the conversation into a separate browser window. Recent updates ensure stability, UI consistency, and reliable message synchronization across these modes.
User Flow
- Initialization: The user triggers the chat widget. In Windowed Mode, the system initializes the session without redirection errors.
- Interaction: The user may choose to 'Pop-out' the chat into a dedicated window.
- State Management: Upon popping out, the UI renders correctly without distortion. Messages sent by the visitor appear immediately in the active window.
- Context Switching: When utilizing features like 'Switch to Text', the system ensures that pre-chat greetings remain scoped to the appropriate session and do not leak into the original parent window.
Business Rules and Constraints
- UI Integrity: The pop-out window must maintain responsive design standards to prevent distortion upon first launch.
- Message Synchronization: Visitor responses must be reflected in the active chat instance (the pop-out window) to ensure continuity.
- Error Handling: The system must resolve initialization exceptions that previously prevented chat initiation in windowed mode.
Ticket coverage
- CHAT-16850 — Resolves a redirection error that occurred during the initial loading phase of the chat widget in windowed mode.
- CHAT-16853 — Fixes UI distortion issues that occurred when the chat widget was popped out into a separate window for the first time.
- CHAT-16854 — Corrects a bug where pre-chat greeting messages incorrectly appeared in the original window after the user initiated the 'Switch to Text' function in the pop-out window.
- CHAT-16855 — Ensures that visitor messages are correctly rendered within the popped-out chat window during active sessions.
- CHAT-16856 — Fixes a critical exception that prevented users from successfully initiating a chat session while in windowed mode.
AI Chatbot Response Management: Configuration and Safety Enhancements
▶ 3 earlier versions
▶ 3 assumptions
Overview
This documentation covers the management, configuration, and internal visibility of AI Chatbot and Virtual Assistant (VA) features. It details the separation of administrative flags, consent handling, and the logging of AI-suggested responses for internal auditing.
Configuration and Settings
The system now separates the 'Virtual Assistant' (formerly Script Bot) and 'AI Chatbot' configurations. Users can enable the AI Bot flag directly within company settings without requiring secondary flag dependencies. A new 'Access to VA GEN AI' flag has been introduced under the Virtual Assistant settings to manage generative AI capabilities independently.
AI Chatbot Consent and Lead Generation
The AI Chatbot and New Widget support consent options. When consent is enabled, the system is configured to capture and process lead information correctly.
Internal Visibility of Suggestive Responses
To maintain privacy, suggestive AI responses are visible only to internal Vendormax users within the dashboard and portal chat logs. These responses are not visible to customers or partners. The system provides hover-text metadata for transcript auditing:
- AI Chatbot: Indicates an AI-generated suggestion.
- Sent suggested: [Agent Name]: Indicates an unedited AI suggestion sent by an agent.
- Sent adjusted: [Agent Name]: Indicates an AI suggestion that was modified by an agent before sending.
System Behavior and Constraints
- Mode Transition: Changes to chatbot modes (e.g., Autopilot to Suggestive) require approximately 5 minutes to propagate across the system. Starting a new chat immediately after a configuration change may result in inconsistent behavior.
- Suggestive Mode: When set to 'Suggestive', the bot must not auto-send responses. If a bot is switched from 'Suggestive' to 'Off' or 'Autopilot' without clearing previous suggestive settings, it may cause display errors in the agent interface.
Ticket coverage
- CHAT-17079 — Confirms consent functionality for the AI Chatbot and New Widget, ensuring lead capture is active when consent is enabled.
- CHAT-17081 — Implements internal-only visibility for suggestive AI responses in chat logs, including hover-text attribution for auditing.
- CHAT-17121 — Addresses bugs where the AI script incorrectly auto-pitched responses while in 'Suggestive' mode, often caused by configuration latency or improper mode switching.
- CHAT-17136 — Refactors internal settings by renaming 'Script Bot' to 'Virtual Assistant' and decoupling the 'AI Bot' flag from other administrative dependencies.
Overview
This documentation covers recent stability improvements to the ScriptBot, specifically addressing issues related to message sequencing and redundant output. These updates ensure that the bot maintains a logical, single-turn conversation flow with visitors.
Core Functionality
ScriptBot is designed to follow a structured question-and-answer flow. The system is now optimized to enforce strict waiting periods between mapped questions and to prevent the duplication of statements during a chat session.
User/System Flow
- Trigger: The ScriptBot initiates a mapped question or statement to the visitor.
- Wait State: The system enters a mandatory 'awaiting response' state.
- Validation: The system checks for existing message buffers to ensure no duplicate statements are queued.
- Visitor Interaction: The visitor provides input.
- Progression: Only after the visitor's response is received and processed does the system trigger the next mapped step in the script.
Business Rules and Constraints
- Sequential Integrity: The system must not send subsequent questions until the current interaction cycle is closed by a visitor response.
- Deduplication: The bot engine is prohibited from firing the same statement multiple times within a single session, regardless of widget type (legacy or new).
Ticket coverage
- CHAT-16952 — Resolves an intermittent bug where the bot would skip the waiting period and send the next question prematurely.
- CHAT-16985 — Fixes a high-priority issue where the bot would output the same statement multiple times, ensuring single-instance delivery per interaction.
Overview
This documentation covers the latest updates to the AI Chatbot system, focusing on session stability, lead generation accuracy, UI consistency, and performance optimization. These updates ensure that the chatbot handles idle sessions gracefully, correctly captures lead data, maintains UI state during agent interactions, and efficiently retrieves site-specific configuration data.
Key Features and Improvements
Session and Idle Management
The chatbot now correctly handles visitor re-engagement after an idle period. If a visitor returns to a chat session that has been idle, the system triggers the standard idle message and terminates the session, preventing the chatbot from becoming stuck in a perpetual 'typing' state.
Lead Generation
The system now ensures that lead data is successfully transmitted to the company once contact details are captured and the chat session is formally concluded. This ensures no loss of lead information after the classification process.
Agent Dashboard and Suggestive Mode
In Suggestive Mode, the chatbot's behavior is now context-aware. If the agent's text input field is empty, the system populates the suggestion directly into the text area. If the agent has already begun typing, the suggestion is displayed in the conversation area, allowing the agent to accept or reject it without overwriting their manual input.
UI Consistency
Aliases are now persisted correctly during full-text question submissions. Previously, these aliases would disappear when an agent sent a full-text question; they now remain visible throughout the interaction.
Office Timing Retrieval
The chatbot has been updated to reliably fetch office hours from website headers and footers. This ensures that the bot can accurately reflect the business's availability status based on the site's configuration.
Performance Optimization
Backend improvements have been implemented to enhance the AI service, including the introduction of caching, query optimization, and improved handling of third-party service calls to reduce latency.
Ticket coverage
- CHAT-16788 — Fixes a bug where the chatbot would hang on a typing indicator if a visitor replied after an idle period.
- CHAT-16789 — Ensures that lead details are successfully transmitted to the company after a chat session is ended.
- CHAT-16824 — Resolves an issue where agent aliases would disappear upon the submission of a full-text question.
- CHAT-16831 — Improves the reliability of the chatbot's ability to scrape and fetch office timings from website headers and footers.
- CHAT-16849 — Prevents the chatbot from overwriting an agent's typed message in the dashboard by moving suggestions to the conversation area when the input field is not empty.
- CHAT-16863 — Implements performance improvements including caching and optimized database queries to improve overall AI service responsiveness.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'apexstage' environment refers to a specific pre-production staging environment used for configuration testing.
- The restriction for law firms is implemented as a hard-coded or configuration-based filter within the AI suggestion engine.
- The 'undefined' error in CHAT-17223 was likely a transient state or environment-specific issue that does not affect standard user workflows.
graph LR
A[Visitor Input] --> B{Is Law Firm?}
B -- Yes --> C[Disable AI Suggestions]
B -- No --> D[Generate AI Response]
D --> E[Agent Review]
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Overview
This documentation covers recent updates to the AI Chatbot Response Management system, focusing on configuration synchronization, safety guardrails for specialized industries, and stability improvements.
Business Categories Configuration
The AI chatbot now correctly synchronizes business categories within the apexstage environment. This ensures that categorization logic used for routing and response generation is consistent across staging and production environments.
AI Response Safety for Legal Entities
To maintain professional and ethical standards, the suggestive AI engine has been updated to restrict response generation for law firms. The system is now configured to prevent the AI from suggesting responses that mimic legal counsel or provide advice based on visitor situations, mitigating risks associated with unauthorized legal representation.
System Stability
Internal monitoring identified potential null-reference exceptions related to the aiBotEnabled property. While investigation into these production errors did not yield a reproducible path, the system remains under observation for stability.
Ticket coverage
- CHAT-17235 — Resolved a configuration issue that caused business categories to be missing in the apexstage environment.
- CHAT-17284 — Implemented safety guardrails to prevent the suggestive AI from generating inappropriate or unauthorized legal responses for law firm clients.
- CHAT-17223 — Investigated production errors related to undefined properties; the issue could not be reproduced and is currently marked as Won't Fix.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the AI Chatbot Response Management system, focusing on configuration synchronization, safety guardrails for specialized industries, and stability improvements.
Business Categories Configuration
The AI chatbot now correctly synchronizes business categories within the apexstage environment. This ensures that categorization logic used for routing and response generation is consistent across staging and production environments.
AI Response Safety for Legal Entities
To maintain professional and ethical standards, the suggestive AI engine has been updated to restrict response generation for law firms. The system is now configured to prevent the AI from suggesting responses that mimic legal counsel or provide advice based on visitor situations, mitigating risks associated with unauthorized legal representation.
System Stability
Internal monitoring identified potential null-reference exceptions related to the aiBotEnabled property. While investigation into these production errors did not yield a reproducible path, the system remains under observation for stability.
Ticket coverage
- CHAT-17235 — Resolved a configuration issue that caused business categories to be missing in the apexstage environment.
- CHAT-17284 — Implemented safety guardrails to prevent the suggestive AI from generating inappropriate or unauthorized legal responses for law firm clients.
- CHAT-17223 — Investigated production errors related to undefined properties; the issue could not be reproduced and is currently marked as Won't Fix.
AI Chatbot VideoGreet Integration
▶ 2 earlier versions
▶ 4 assumptions
Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature ensures that initial greetings, video playback, and visitor selection prompts are delivered reliably across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
User Flow
- Initiation: The user triggers a new chat session, loading the VideoGreet widget.
- State Handling: The system manages widget visibility and responsiveness across different modes (DOM/Windowed). If minimized, the session state is preserved.
- Interaction: The user interacts with the video playback and initial greeting input fields.
- Resumption/Display: Upon reopening, the system ensures the greeting is displayed exactly once, preventing UI glitches or double-rendering.
- Selection: The system presents visitor selection options to facilitate routing.
Business Rules and Constraints
- Message Deduplication: Prevents redundant rendering of greeting messages during widget toggling.
- Persistence: Visitor selection options and session state persist across widget minimization.
- Consistency: VideoGreet dimensions and UI behavior must remain consistent with the standard chat widget theme.
- Input Integrity: Input fields must remain responsive on both mobile and desktop devices during the initial greeting phase.
- Mode Parity: Functionality (close buttons, playback, pre-chat dropping) must be consistent between DOM and Windowed modes.
Ticket coverage
- CHAT-16857 — Resolves double-rendering of greeting messages during minimization.
- CHAT-16858 — Fixes visitor selection options failing to appear after minimization.
- CHAT-16963 — Fixes UI cutoff and expansion issues when clicking the play button.
- CHAT-16989 — Ensures cross-button and playback functionality parity in Windowed mode.
- CHAT-16992 — Fixes sound playback issues and ensures pre-chat widget drops correctly on close.
- CHAT-16994 — Resolves input field freezing on initial greeting for mobile and desktop.
- CHAT-16999 — Fixes first-time render glitches where pre-chat and video greet overlap, and removes unnecessary scrollbars.
- CHAT-17009 — Standardizes VideoGreet widget dimensions to match the new chat widget theme.
Assumptions
- The system uses a state-management layer that tracks whether a greeting has already been dispatched to the UI.
- 'Visitor selection' is a mandatory step before proceeding to an agent or bot.
- Environment-specific testing (apexstage) confirms stability across deployment tiers.
- Firefox browser may have specific audio limitations for video playback compared to Chrome/Edge.
Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature ensures that initial greetings and visitor selection prompts are delivered reliably, even when the widget state changes (e.g., minimizing or reopening) during the initialization phase.
User Flow
- Initiation: The user triggers a new chat session.
- State Handling: If the user minimizes the widget before the initial question or greeting is rendered, the system maintains the session state.
- Resumption: Upon reopening the widget, the system ensures the initial greeting is displayed exactly once.
- Selection: The system immediately presents the visitor selection options to the user to facilitate routing or personalization.
Business Rules and Constraints
- Message Deduplication: The system prevents redundant rendering of greeting messages if the widget is toggled during the loading sequence.
- Persistence: Visitor selection options must persist and render immediately upon widget reopening if the chat session was initiated while the widget was minimized.
Ticket coverage
- CHAT-16857 — Resolves a bug where initial greeting messages were rendered twice if the widget was minimized during the chat initiation process.
- CHAT-16858 — Fixes an issue where visitor selection options failed to appear after a chat was initiated if the user had previously minimized the widget.
Assumptions
- The system uses a state-management layer that tracks whether a greeting has already been dispatched to the UI.
- The 'visitor selection' is a mandatory step in the chat flow that must be completed before the conversation proceeds to an agent or bot.
- The environment-specific testing (apexstage/apexfeature1) confirms that the fix is stable across different deployment tiers.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses a state-management layer that tracks whether a greeting has already been dispatched.
- Visitor selection is a mandatory step before proceeding to an agent or bot.
- Video shuffling is random and not based on visit frequency.
- Language transfer tracks in the portal as per existing legacy standards.
graph LR
A[Initiate Chat] --> B{Widget Minimized?}
B -- Yes --> C[Wait for Reopen]
B -- No --> D[Render VideoGreet & Preview]
C --> D
D --> E[User Interaction: Play/Input/Language Select]
E --> F[Render Visitor Selection]
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Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
User Flow
- Initiation: The user triggers a new chat session, loading the VideoGreet widget.
- State Handling: The system manages widget visibility and responsiveness. Session state and user inputs are preserved across minimization.
- Interaction: The user interacts with video playback, selects languages via the dropdown, or provides input data.
- Resumption/Display: Upon reopening, the system ensures the greeting and preview are displayed correctly.
- Selection: The system presents visitor selection options to facilitate routing.
Business Rules and Constraints
- Message Deduplication: Prevents redundant rendering of greeting messages.
- Persistence: Visitor selection, input data, and session state persist across widget minimization.
- Multi-Video Shuffling: Users can select multiple videos within a single profile to shuffle randomly.
- Localization: Language dropdowns allow users to switch chat text/buttons dynamically; only account-enabled languages are displayed (excluding SMS).
- Tracking: Chat initiation via VideoGreet is logged in the 'Initiated By' column for administrative tracking.
- Mode Parity: Functionality (close buttons, playback, pre-chat dropping) is consistent between DOM and Windowed modes.
Ticket coverage
- CHAT-16857 — Resolves double-rendering of greeting messages.
- CHAT-16858 — Fixes visitor selection options failing to appear.
- CHAT-16963 — Fixes UI cutoff and expansion issues.
- CHAT-16989 — Ensures cross-button and playback parity in Windowed mode.
- CHAT-16992 — Fixes sound playback and pre-chat widget closing.
- CHAT-16994 — Resolves input field freezing.
- CHAT-16999 — Fixes pre-chat/video overlap and scrollbars.
- CHAT-17009 — Standardizes widget dimensions.
- CHAT-17231 — Fixes duplicate video playing time display in DOM mode.
- CHAT-17236 — Fixes console exceptions preventing chat initiation.
- CHAT-17237 — Ongoing review of initial state UX design improvements.
- CHAT-17238 — Fixes input field data loss in Windowed mode after reopening.
- CHAT-17242 — Adds 'Video Greet' to the 'Initiated By' column in the chats tab.
- CHAT-17246 — Fixes missing Video Greet preview upon widget opening.
- CHAT-17253 — Implements language selection dropdown in the chat window.
- CHAT-17254 — Enables multi-video selection for random shuffling within a profile.
- CHAT-17281 — Standardizes font styles for Video Greet labels.
- CHAT-17282 — Resolved environment configuration issue for video uploads.
- CHAT-17289 — Fixes empty field display when multiple videos are selected.
Assumptions
- The system uses a state-management layer that tracks whether a greeting has already been dispatched.
- 'Visitor selection' is a mandatory step before proceeding to an agent or bot.
- Video shuffling is random and not based on visit frequency.
- Language transfer tracks in the portal as per existing legacy standards.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
User Flow
- Initiation: The user triggers a new chat session, loading the VideoGreet widget.
- State Handling: The system manages widget visibility and responsiveness. Session state and user inputs are preserved across minimization.
- Interaction: The user interacts with video playback, selects languages via the dropdown, or provides input data.
- Resumption/Display: Upon reopening, the system ensures the greeting and preview are displayed correctly.
- Selection: The system presents visitor selection options to facilitate routing.
Business Rules and Constraints
- Message Deduplication: Prevents redundant rendering of greeting messages.
- Persistence: Visitor selection, input data, and session state persist across widget minimization.
- Multi-Video Shuffling: Users can select multiple videos within a single profile to shuffle randomly.
- Localization: Language dropdowns allow users to switch chat text/buttons dynamically; only account-enabled languages are displayed (excluding SMS).
- Tracking: Chat initiation via VideoGreet is logged in the 'Initiated By' column for administrative tracking.
- Mode Parity: Functionality (close buttons, playback, pre-chat dropping) is consistent between DOM and Windowed modes.
Ticket coverage
- CHAT-16857 — Resolves double-rendering of greeting messages.
- CHAT-16858 — Fixes visitor selection options failing to appear.
- CHAT-16963 — Fixes UI cutoff and expansion issues.
- CHAT-16989 — Ensures cross-button and playback parity in Windowed mode.
- CHAT-16992 — Fixes sound playback and pre-chat widget closing.
- CHAT-16994 — Resolves input field freezing.
- CHAT-16999 — Fixes pre-chat/video overlap and scrollbars.
- CHAT-17009 — Standardizes widget dimensions.
- CHAT-17231 — Fixes duplicate video playing time display in DOM mode.
- CHAT-17236 — Fixes console exceptions preventing chat initiation.
- CHAT-17237 — Ongoing review of initial state UX design improvements.
- CHAT-17238 — Fixes input field data loss in Windowed mode after reopening.
- CHAT-17242 — Adds 'Video Greet' to the 'Initiated By' column in the chats tab.
- CHAT-17246 — Fixes missing Video Greet preview upon widget opening.
- CHAT-17253 — Implements language selection dropdown in the chat window.
- CHAT-17254 — Enables multi-video selection for random shuffling within a profile.
- CHAT-17281 — Standardizes font styles for Video Greet labels.
- CHAT-17282 — Resolved environment configuration issue for video uploads.
- CHAT-17289 — Fixes empty field display when multiple videos are selected.
Assumptions
- The system uses a state-management layer that tracks whether a greeting has already been dispatched.
- 'Visitor selection' is a mandatory step before proceeding to an agent or bot.
- Video shuffling is random and not based on visit frequency.
- Language transfer tracks in the portal as per existing legacy standards.
Chat Widget Visitor UI/UX Enhancements
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation outlines recent UI/UX enhancements and bug fixes implemented for the visitor-facing chat widget. These updates focus on improving visual consistency, responsiveness across devices, and interaction logic for input fields and Quick Reply (QR) components.
Key Enhancements
Input Field and Button Behavior
- Mobile Number Input: The border-radius for the mobile number input field is standardized to 4px to align with design specifications.
- Restart Chat Overlay: The 'Close' button in the restart chat overlay is renamed to 'Cancel' for better UX clarity.
- Send Button Logic: The send button is now disabled by default when an agent sends a Question Type (QT) message, preventing visitor input until the question is answered.
- Button Labeling: To maintain consistency, the button label is set to 'Send' in the pre-chat flow and 'Confirm' within the active chat widget.
- Emoji Support: Full support for sending emojis within the chat widget is enabled across web and mobile platforms.
Quick Reply (QR) Interactions
- Multi-Select Visibility: When an option is selected in a Multi-Select QR, the text color updates to white to ensure readability against the dark grey background.
- Alignment: Single select buttons are now right-aligned to match the established design language.
- Typography: QR option font size is standardized to 16px across all message types.
Responsive Design and Layout
- Windowed Mode: The footer area, including the 'Powered by' link, is now fully visible and properly aligned in windowed mode.
- Mobile Rotation: The chat widget layout is stabilized to prevent splitting or distortion when device auto-rotation is triggered.
- Input Field Scrolling: A scrollbar is now correctly implemented in the mobile chat input field, appearing automatically after the fourth line of text.
Ticket coverage
- CHAT-16865 — Standardizes the mobile number input field border-radius to 4px.
- CHAT-16867 — Renames the 'Close' button to 'Cancel' in the Restart Chat overlay.
- CHAT-16873 — Invalidated; branding application for Single Select QR text was not required.
- CHAT-16874 — Closed; delay in QR selection identified as an environment-specific latency issue.
- CHAT-16875 — Disables the send button until a visitor responds to an agent-sent Question Type (QT).
- CHAT-16879 — Fixes the footer cut-off issue in windowed mode to ensure all elements are visible.
- CHAT-16881 — Updates selected Multi-Select QR text color to white for improved contrast.
- CHAT-16883 — Standardizes QR option font size to 16px.
- CHAT-16884 — Enables emoji support in the chat widget for both web and mobile.
- CHAT-16898 — Fixes layout distortion occurring during mobile device auto-rotation.
- CHAT-16900 — Adds a scrollbar to the mobile chat input field after the fourth line of text.
- CHAT-16931 — Aligns single select buttons to the right side of the container.
- CHAT-16932 — Standardizes button labels: 'Send' for pre-chat and 'Confirm' for the active chat widget.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 14px font size for the chat bar is considered the new standard for visual balance.
- The 'static green' requirement for the Send button overrides previous branding-based color inheritance.
- Validation text size of 12px is the global standard for the widget to resolve spacing issues.
graph LR
A[Visitor Receives QT] --> B{Send Button State}
B -->|Disabled| C[Visitor Selects/Types Response]
C --> D[Send Button Enabled (Static Green)]
D --> E[Visitor Clicks Send]
E --> F[Message Processed]
F --> G[Agent Message Appears in Grey]
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Overview
This documentation outlines recent UI/UX enhancements and bug fixes implemented for the visitor-facing chat widget. These updates focus on improving visual consistency, responsiveness across devices, and interaction logic for input fields, branding, and message styling.
Key Enhancements
Input Field and Button Behavior
- Mobile Number Input: Border-radius standardized to 4px.
- Restart Chat Overlay: 'Close' button renamed to 'Cancel'.
- Send Button Logic: Disabled by default when an agent sends a Question Type (QT) message; button must be a static green color with white text to ensure high visibility and consistency across branding.
- Button Labeling: 'Send' for pre-chat, 'Confirm' for active chat.
- Emoji Support: Enabled across web and mobile.
- Overlay Persistence: The poke overlay remains active if a user types while it is displayed, ensuring the user is not interrupted during input.
Quick Reply (QR) and Message Styling
- Multi-Select Visibility: Selected options update to white text on a dark grey background.
- Alignment: Single select buttons are right-aligned.
- Typography: QR font size standardized to 16px. Validation error text is standardized to 12px to prevent spacing issues.
- Agent Messages: All agent messages, including responses to QT forms (e.g., appointment scheduling), are displayed in grey to ensure UI uniformity.
Responsive Design and Layout
- Windowed Mode: Footer and 'Powered by' link are fully visible.
- Mobile Rotation: Layout stabilized to prevent distortion.
- Input Field Scrolling: Auto-scrollbar appears after the fourth line of text.
- Chat Bar: Text and logo sizes are optimized (14px font) to prevent visual imbalance.
- Header UI: Improved spacing between header text and the three-dotted menu button to prevent overlap on lengthy company names.
- Branding: 'Powered by Blazeo' hyperlink adjusted for better visibility on lighter themes.
Ticket coverage
- CHAT-16865 — Standardizes mobile number input border-radius to 4px.
- CHAT-16867 — Renames 'Close' to 'Cancel' in Restart Chat.
- CHAT-16875 — Disables send button until QT response.
- CHAT-16879 — Fixes footer cut-off in windowed mode.
- CHAT-16881 — Updates Multi-Select QR text to white.
- CHAT-16883 — Standardizes QR font size to 16px.
- CHAT-16884 — Enables emoji support.
- CHAT-16898 — Fixes mobile auto-rotation distortion.
- CHAT-16900 — Adds mobile input scrollbar after 4 lines.
- CHAT-16931 — Aligns single select buttons to the right.
- CHAT-16932 — Standardizes button labels.
- CHAT-16954 — Standardizes validation text to 12px.
- CHAT-16955 — Sets Send button to static green.
- CHAT-16959 — Maintains overlay visibility during typing.
- CHAT-16961 — Adjusts 'Powered by' link for light themes.
- CHAT-16968 — Ensures all agent messages appear in grey.
- CHAT-16979 — Optimizes chat bar text/logo size (14px).
- CHAT-17002 — Fixes header/menu spacing.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines recent UI/UX enhancements and bug fixes implemented for the visitor-facing chat widget. These updates focus on improving visual consistency, responsiveness across devices, and interaction logic for input fields, branding, and message styling.
Key Enhancements
Input Field and Button Behavior
- Mobile Number Input: Border-radius standardized to 4px.
- Restart Chat Overlay: 'Close' button renamed to 'Cancel'.
- Send Button Logic: Disabled by default when an agent sends a Question Type (QT) message; button must be a static green color with white text to ensure high visibility and consistency across branding.
- Button Labeling: 'Send' for pre-chat, 'Confirm' for active chat.
- Emoji Support: Enabled across web and mobile.
- Overlay Persistence: The poke overlay remains active if a user types while it is displayed, ensuring the user is not interrupted during input.
Quick Reply (QR) and Message Styling
- Multi-Select Visibility: Selected options update to white text on a dark grey background.
- Alignment: Single select buttons are right-aligned.
- Typography: QR font size standardized to 16px. Validation error text is standardized to 12px to prevent spacing issues.
- Agent Messages: All agent messages, including responses to QT forms (e.g., appointment scheduling), are displayed in grey to ensure UI uniformity.
Responsive Design and Layout
- Windowed Mode: Footer and 'Powered by' link are fully visible.
- Mobile Rotation: Layout stabilized to prevent distortion.
- Input Field Scrolling: Auto-scrollbar appears after the fourth line of text.
- Chat Bar: Text and logo sizes are optimized (14px font) to prevent visual imbalance.
- Header UI: Improved spacing between header text and the three-dotted menu button to prevent overlap on lengthy company names.
- Branding: 'Powered by Blazeo' hyperlink adjusted for better visibility on lighter themes.
Ticket coverage
- CHAT-16865 — Standardizes mobile number input border-radius to 4px.
- CHAT-16867 — Renames 'Close' to 'Cancel' in Restart Chat.
- CHAT-16875 — Disables send button until QT response.
- CHAT-16879 — Fixes footer cut-off in windowed mode.
- CHAT-16881 — Updates Multi-Select QR text to white.
- CHAT-16883 — Standardizes QR font size to 16px.
- CHAT-16884 — Enables emoji support.
- CHAT-16898 — Fixes mobile auto-rotation distortion.
- CHAT-16900 — Adds mobile input scrollbar after 4 lines.
- CHAT-16931 — Aligns single select buttons to the right.
- CHAT-16932 — Standardizes button labels.
- CHAT-16954 — Standardizes validation text to 12px.
- CHAT-16955 — Sets Send button to static green.
- CHAT-16959 — Maintains overlay visibility during typing.
- CHAT-16961 — Adjusts 'Powered by' link for light themes.
- CHAT-16968 — Ensures all agent messages appear in grey.
- CHAT-16979 — Optimizes chat bar text/logo size (14px).
- CHAT-17002 — Fixes header/menu spacing.
Voice Onboarding Pricing Configuration Updates
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Invalid column name' error was caused by a mismatch between the application's ORM/query layer and the underlying database schema.
- The removal of the 'setup fee' from the UI is a permanent design change intended to simplify the user interface.
- The environment 'apexfeature1.xyz' serves as the primary validation environment for these fixes.
graph LR
A[Initiate Provisioning] --> B{Validate Schema}
B -->|Error| C[Fix Column Mapping]
C --> D[Save Configuration]
B -->|Success| D
D --> E[Access Pricing Section]
E --> F[Hide Default Setup Fee]
F --> G[Display Active Pricing Only]
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Overview
This documentation covers recent updates to the Voice Onboarding and Pricing configuration modules. These changes address critical database schema errors during provisioning and refine the visibility of setup fees within the account pricing interface.
Provisioning and Company Configuration
The system now correctly handles the 'Setup Fee' field during the provisioning of new companies. Previously, an 'Invalid column name' error prevented users from saving changes or creating new company records. The database schema and application mapping have been corrected to ensure seamless data persistence.
Pricing Section Visibility
The Voice Pricing section has been updated to remove the default display of the 'setup fee' value. This field is now hidden by default in the account/company pricing view to prevent confusion and ensure that pricing configurations only display relevant, active fee structures.
Ticket coverage
- CHAT-16866 — Resolves a database error ('Invalid column name') that prevented users from saving changes or creating new companies during the provisioning process.
- CHAT-16868 — Removes the 'setup fee' field from the default view in the Voice Pricing section for accounts and companies to improve interface clarity.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Voice Onboarding and Pricing configuration modules. These changes address critical database schema errors during provisioning and refine the visibility of setup fees within the account pricing interface.
Provisioning and Company Configuration
The system now correctly handles the 'Setup Fee' field during the provisioning of new companies. Previously, an 'Invalid column name' error prevented users from saving changes or creating new company records. The database schema and application mapping have been corrected to ensure seamless data persistence.
Pricing Section Visibility
The Voice Pricing section has been updated to remove the default display of the 'setup fee' value. This field is now hidden by default in the account/company pricing view to prevent confusion and ensure that pricing configurations only display relevant, active fee structures.
Ticket coverage
- CHAT-16866 — Resolves a database error ('Invalid column name') that prevented users from saving changes or creating new companies during the provisioning process.
- CHAT-16868 — Removes the 'setup fee' field from the default view in the Voice Pricing section for accounts and companies to improve interface clarity.
Appointment Member Invitation Email Notifications
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system has access to a centralized branding configuration service to retrieve host-specific logos and colors.
- The 'Accept Invitation' button redirects to a secure, validated endpoint for appointment confirmation.
- The host profile contains mandatory fields for address and phone number to populate the email footer.
graph LR
A[Host initiates invitation] --> B[System generates email]
B --> C[Email includes host branding & contact info]
C --> D[Member receives email]
D --> E[Member clicks 'Accept' button]
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Overview
The Appointment Member Invitation Email notification system ensures that members invited to scheduled appointments receive professional, branded, and actionable communication. This feature standardizes the invitation experience by ensuring consistent branding and improved user interaction through clear call-to-action buttons.
User Flow
- The host initiates an appointment invitation for a member via the scheduler.
- The system triggers an automated email notification to the invited member.
- The member receives the email, which includes the host's branding (logo, theme colors, and contact information).
- The member clicks the 'Accept Invitation' button to proceed with the appointment integration.
Business Rules and Constraints
- Branding Consistency: Emails must dynamically pull the host's specific theme color, logo, and contact details (address and phone number) to ensure the communication reflects the host's identity.
- User Experience: The invitation link must be encapsulated within a button element rather than displaying a raw URL string to improve accessibility and click-through rates.
- Data Integrity: All footer information (address and phone number) must be present and accurate based on the host's profile settings.
Ticket coverage
- CHAT-16902 — Resolves visual and functional defects in the invitation email, including missing branding elements, incorrect theme colors, and the replacement of raw URLs with actionable buttons.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Member Invitation Email notification system ensures that members invited to scheduled appointments receive professional, branded, and actionable communication. This feature standardizes the invitation experience by ensuring consistent branding and improved user interaction through clear call-to-action buttons.
User Flow
- The host initiates an appointment invitation for a member via the scheduler.
- The system triggers an automated email notification to the invited member.
- The member receives the email, which includes the host's branding (logo, theme colors, and contact information).
- The member clicks the 'Accept Invitation' button to proceed with the appointment integration.
Business Rules and Constraints
- Branding Consistency: Emails must dynamically pull the host's specific theme color, logo, and contact details (address and phone number) to ensure the communication reflects the host's identity.
- User Experience: The invitation link must be encapsulated within a button element rather than displaying a raw URL string to improve accessibility and click-through rates.
- Data Integrity: All footer information (address and phone number) must be present and accurate based on the host's profile settings.
Ticket coverage
- CHAT-16902 — Resolves visual and functional defects in the invitation email, including missing branding elements, incorrect theme colors, and the replacement of raw URLs with actionable buttons.
AI Chatbot Lead Management
▶ 1 earlier version
▶ 3 assumptions
Overview
The AI Chatbot Lead Management system automates the capture of visitor information during chat sessions. This documentation outlines the validation logic for lead generation and the requirements for ensuring complete conversation transcripts in generated lead reports.
Lead Generation Logic
Lead generation is triggered upon the conclusion of a chat session. To maintain data integrity and prevent the accumulation of unusable records, the system enforces strict validation rules regarding visitor contact information.
Validation Rules
- Mandatory Information: A lead is only generated if the system has successfully captured at least one of the following visitor identifiers: Name, Email, or Phone number.
- Conditional Triggering: If no visitor details are captured, the system must suppress lead generation, even if the 'End Chat' action is triggered.
- Default Behavior: In instances where specific 'Send Lead' actions are not explicitly configured in the chatbot flow, the system defaults to generating a 'Sales Lead' provided that the mandatory contact information criteria are met.
HTML Lead Reporting
To ensure full visibility into the customer journey, the final chatbot interaction—the 'Ending Statement'—must be included in the generated HTML lead report. This ensures that the context of the conversation conclusion is preserved for sales and support teams.
Ticket coverage
- CHAT-16890 — Fixes an issue where leads failed to generate in auto-end scenarios by ensuring the system defaults to a sales lead when contact info is present.
- CHAT-16893 — Implements a mandatory validation check to prevent the generation of empty or incomplete leads when visitor contact details are missing.
- CHAT-16895 — Resolves a bug where the chatbot's final closing statement was omitted from the HTML lead report, ensuring complete transcript documentation.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Azure OpenAI summarization follows the same trigger timing as the previous OpenAI implementation.
- The removal of TinyBird execution implies a shift in how lead data analytics or processing is handled internally.
- Company settings for Lead Categories are a prerequisite for the feature to function as expected.
graph LR
A[Start Chat] --> B[Capture Visitor Info]
B --> C{Info Captured?}
C -- Yes --> D[End Chat Action]
C -- No --> E[End Chat without Lead]
D --> F[Redact PII]
F --> G[Azure OpenAI Summarization]
G --> H[Generate HTML Lead with Closing Statement]
H --> I[Save to Portal/Send Email]
I --> J[Trigger Follow-up Email (Once)]
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Overview
The AI Chatbot Lead Management system automates the capture of visitor information during chat sessions. This documentation outlines the validation logic, lead summarization processes, and reporting requirements for generated leads.
Lead Generation Logic
Lead generation is triggered upon the conclusion of a chat session. The system enforces strict validation rules to ensure data integrity.
Validation Rules
- Mandatory Information: A lead is only generated if the system has successfully captured at least one of the following visitor identifiers: Name, Email, or Phone number.
- Conditional Triggering: If no visitor details are captured, the system must suppress lead generation.
- Default Behavior: If 'Send Lead' actions are not explicitly configured, the system defaults to a 'Sales Lead' provided mandatory criteria are met.
Lead Summarization and PII Protection
To provide actionable insights, chat transcripts are summarized using Azure OpenAI.
- PII Redaction: Before transmission to Azure OpenAI, the system performs PII redaction to remove sensitive data such as names, emails, and phone numbers.
- Branding: Summaries are labeled as 'AI Summary' in all lead communications.
Lead Reporting and Follow-up
- HTML Reporting: The final 'Ending Statement' is included in the HTML lead report to preserve conversation context.
- Lead Categories: Categories are populated in the report provided the relevant company settings are enabled.
- Follow-up Emails: Automated follow-up emails are triggered exactly once per user per lead. Dynamic placeholders (e.g., <#=lead.Name#>) are resolved at the time of sending to ensure accurate data population.
Ticket coverage
- CHAT-16890 — Fixes an issue where leads failed to generate in auto-end scenarios.
- CHAT-16893 — Implements a mandatory validation check to prevent empty leads.
- CHAT-16895 — Resolves a bug where the chatbot's final closing statement was omitted.
- CHAT-17240 — Clarifies that Lead Categories require specific company-level rule configuration to appear in reports.
- CHAT-17243 — Migrates summarization provider from OpenAI to Azure OpenAI.
- CHAT-17244 — Implements mandatory PII redaction prior to summarization.
- CHAT-17249 — Updates branding to 'AI Summary' and removes TinyBird execution.
- CHAT-17295 — Ensures follow-up emails are triggered only once per user.
- CHAT-17297 — Fixes resolution of dynamic lead placeholders in follow-up emails.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Lead Management system automates the capture of visitor information during chat sessions. This documentation outlines the validation logic, lead summarization processes, and reporting requirements for generated leads.
Lead Generation Logic
Lead generation is triggered upon the conclusion of a chat session. The system enforces strict validation rules to ensure data integrity.
Validation Rules
- Mandatory Information: A lead is only generated if the system has successfully captured at least one of the following visitor identifiers: Name, Email, or Phone number.
- Conditional Triggering: If no visitor details are captured, the system must suppress lead generation.
- Default Behavior: If 'Send Lead' actions are not explicitly configured, the system defaults to a 'Sales Lead' provided mandatory criteria are met.
Lead Summarization and PII Protection
To provide actionable insights, chat transcripts are summarized using Azure OpenAI.
- PII Redaction: Before transmission to Azure OpenAI, the system performs PII redaction to remove sensitive data such as names, emails, and phone numbers.
- Branding: Summaries are labeled as 'AI Summary' in all lead communications.
Lead Reporting and Follow-up
- HTML Reporting: The final 'Ending Statement' is included in the HTML lead report to preserve conversation context.
- Lead Categories: Categories are populated in the report provided the relevant company settings are enabled.
- Follow-up Emails: Automated follow-up emails are triggered exactly once per user per lead. Dynamic placeholders (e.g., <#=lead.Name#>) are resolved at the time of sending to ensure accurate data population.
Ticket coverage
- CHAT-16890 — Fixes an issue where leads failed to generate in auto-end scenarios.
- CHAT-16893 — Implements a mandatory validation check to prevent empty leads.
- CHAT-16895 — Resolves a bug where the chatbot's final closing statement was omitted.
- CHAT-17240 — Clarifies that Lead Categories require specific company-level rule configuration to appear in reports.
- CHAT-17243 — Migrates summarization provider from OpenAI to Azure OpenAI.
- CHAT-17244 — Implements mandatory PII redaction prior to summarization.
- CHAT-17249 — Updates branding to 'AI Summary' and removes TinyBird execution.
- CHAT-17295 — Ensures follow-up emails are triggered only once per user.
- CHAT-17297 — Fixes resolution of dynamic lead placeholders in follow-up emails.
Chat Widget Form Validation and UI Enhancements
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers the recent enhancements and bug fixes for the chat widget input forms. These updates ensure consistent UI styling, robust field-level validation, and improved user experience for data collection fields including Name, Phone, Email, Region, and Date of Birth (DOB).
User Flow
- Form Initialization: The user interacts with a pre-chat or input form. The system renders fields with standardized placeholders and removes unnecessary whitespace.
- Data Entry: The user enters information into fields. Placeholders are capitalized consistently (e.g., "Enter Your Name").
- Validation: As the user types or submits, the system performs real-time validation. If input is missing or invalid (e.g., incorrect email format, invalid phone number, or invalid DOB), the system displays specific error messages.
- Submission: Upon successful validation, the user clicks the "Send" button (10px border-radius). Once submitted, sensitive fields like DOB become non-editable.
Business Rules and Constraints
- Validation Logic: Errors are displayed field-wise. If multiple fields are empty, the system provides specific feedback for each.
- DOB Constraints: The system enforces a 100-year age limit from the current date and prohibits future dates. Invalid dates trigger an "Invalid Date" error.
- Date of Birth: The DOB field is locked and non-editable after the initial submission.
- Anticipated Go-Live Date: This field is now a free-form text field with a 1000-character limit, replacing the previous date picker.
Ticket coverage
- CHAT-16915 — Restores the missing Send button in input forms and enforces a 10px border-radius.
- CHAT-16916 — Addresses placeholder text inconsistencies; ticket marked as Won't Fix as requirements were superseded.
- CHAT-16918 — Implements field-wise validation for Name, Phone, and Email with specific error messaging for empty or invalid inputs.
- CHAT-16919 — Standardizes placeholder capitalization across Name, Phone, Email, and Message fields.
- CHAT-16920 — Removes redundant whitespace appearing in pre-chat forms.
- CHAT-16922 — Converts the 'Anticipated Go-Live Date' field from a date picker to a free-form text field with a 1000-character limit.
- CHAT-16933 — Aligns the font style and color of the 'Message' field placeholder with other form fields.
- CHAT-16934 — Fixes a bug where the 'Region' field failed to render in forms.
- CHAT-16938 — Adds boundary value validation for DOB, ensuring future dates are rejected and a 100-year limit is enforced.
- CHAT-16939 — Ensures the DOB field is locked and non-editable after the user submits the form.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Enter Date' field mentioned in CHAT-16940 refers to the DOB field previously documented.
- Branding color for 'Skip Question' is defined in the global theme settings.
- The 16px font size requirement applies to all text-type QR placeholders in both DOM and EP environments.
graph LR
A[User Opens Form/QR] --> B[Input Data/Select Option]
B --> C{Validation Check}
C -->|Invalid| D[Display Error Message]
D --> B
C -->|Valid| E[Click Submit]
E --> F[Submit Data]
F --> G[Fields Lock/Non-editable]
B --> H[Click Skip Question]
H --> G
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Overview
This documentation covers the enhancements and bug fixes for chat widget input forms and Quick Replies (QRs). These updates ensure consistent UI styling, robust field-level validation, and improved user experience for data collection fields including Name, Phone, Email, Region, Date of Birth (DOB), and various Quick Reply types.
User Flow
- Form Initialization: The system renders fields with standardized placeholders and removes redundant whitespace.
- Data Entry: Users input information. Placeholders are capitalized consistently (e.g., "Enter Your Name").
- Validation: Real-time validation occurs. Invalid inputs trigger specific error messages.
- Submission: Upon valid input, the user clicks the "Submit" button. Sensitive fields like DOB become non-editable.
- Optional Skip: For supported QRs, users may select "Skip this question," which is positioned consistently below the Submit button or options.
Business Rules and Constraints
- Validation Logic: Errors are displayed field-wise.
- DOB Constraints: 100-year age limit; future dates prohibited. Field is non-editable post-submission.
- Anticipated Go-Live Date: Free-form text field (1000-character limit).
- Skip Question: Must follow branding colors and maintain consistent right-aligned positioning across all devices.
- UI Consistency: Placeholder font size for text-type QRs is standardized to 16px across DOM and Exit Pop-ups (EP).
Ticket coverage
- CHAT-16915 — Restores Send button and enforces 10px border-radius.
- CHAT-16918 — Implements field-wise validation for Name, Phone, and Email.
- CHAT-16919 — Standardizes placeholder capitalization.
- CHAT-16920 — Removes redundant whitespace.
- CHAT-16922 — Converts 'Anticipated Go-Live Date' to free-form text.
- CHAT-16933 — Aligns 'Message' field font style.
- CHAT-16934 — Fixes 'Region' field rendering.
- CHAT-16938 — Adds DOB boundary validation.
- CHAT-16939 — Locks DOB field post-submission.
- CHAT-16940 — Resolves DOB field spacing and renames field to 'Enter Date'.
- CHAT-16960 — Aligns single-select options to the right.
- CHAT-16969 — Standardizes placeholder font size to 16px for text-type QRs.
- CHAT-16975 — Fixes 'Skip this question' misalignment in Single Select QRs.
- CHAT-16986 — Updates button label to 'Submit' and fixes styling in pre-chat greetings.
- CHAT-16987 — Fixes Appointment Scheduler QR design when 'Skip' is applied.
- CHAT-16988 — Fixes DOB QR design when 'Skip' is applied.
- CHAT-16990 — Resolves EP UI issues (scrollbars, borders, and dropdown icons).
- CHAT-16998 — Standardizes 'Skip Question' branding color and positioning.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the enhancements and bug fixes for chat widget input forms and Quick Replies (QRs). These updates ensure consistent UI styling, robust field-level validation, and improved user experience for data collection fields including Name, Phone, Email, Region, Date of Birth (DOB), and various Quick Reply types.
User Flow
- Form Initialization: The system renders fields with standardized placeholders and removes redundant whitespace.
- Data Entry: Users input information. Placeholders are capitalized consistently (e.g., "Enter Your Name").
- Validation: Real-time validation occurs. Invalid inputs trigger specific error messages.
- Submission: Upon valid input, the user clicks the "Submit" button. Sensitive fields like DOB become non-editable.
- Optional Skip: For supported QRs, users may select "Skip this question," which is positioned consistently below the Submit button or options.
Business Rules and Constraints
- Validation Logic: Errors are displayed field-wise.
- DOB Constraints: 100-year age limit; future dates prohibited. Field is non-editable post-submission.
- Anticipated Go-Live Date: Free-form text field (1000-character limit).
- Skip Question: Must follow branding colors and maintain consistent right-aligned positioning across all devices.
- UI Consistency: Placeholder font size for text-type QRs is standardized to 16px across DOM and Exit Pop-ups (EP).
Ticket coverage
- CHAT-16915 — Restores Send button and enforces 10px border-radius.
- CHAT-16918 — Implements field-wise validation for Name, Phone, and Email.
- CHAT-16919 — Standardizes placeholder capitalization.
- CHAT-16920 — Removes redundant whitespace.
- CHAT-16922 — Converts 'Anticipated Go-Live Date' to free-form text.
- CHAT-16933 — Aligns 'Message' field font style.
- CHAT-16934 — Fixes 'Region' field rendering.
- CHAT-16938 — Adds DOB boundary validation.
- CHAT-16939 — Locks DOB field post-submission.
- CHAT-16940 — Resolves DOB field spacing and renames field to 'Enter Date'.
- CHAT-16960 — Aligns single-select options to the right.
- CHAT-16969 — Standardizes placeholder font size to 16px for text-type QRs.
- CHAT-16975 — Fixes 'Skip this question' misalignment in Single Select QRs.
- CHAT-16986 — Updates button label to 'Submit' and fixes styling in pre-chat greetings.
- CHAT-16987 — Fixes Appointment Scheduler QR design when 'Skip' is applied.
- CHAT-16988 — Fixes DOB QR design when 'Skip' is applied.
- CHAT-16990 — Resolves EP UI issues (scrollbars, borders, and dropdown icons).
- CHAT-16998 — Standardizes 'Skip Question' branding color and positioning.
Agent Dashboard and Chat UX Enhancements - Batch 20
▶ 2 earlier versions
▶ 3 assumptions
Overview
This update introduces significant enhancements to the Agent Dashboard, focusing on data accuracy, contact information management, and system stability within the Lead Form and Call Connect modules.
Contact Information Selection
Agents and operators can now select specific phone numbers or email addresses directly from the chat transcript when populating the Send Lead Form or Call Connect modules.
Workflow
- Detection: The system automatically identifies multiple phone numbers or email addresses within a chat transcript.
- Dropdown Selector: If multiple values are detected, a dropdown menu appears in the Send Lead Form and Call Connect fields.
- Selection: The agent selects the desired contact information from the dropdown.
- Validation: Upon selection, the system triggers a warning message if the user attempts to manually modify the number, ensuring consistency with the Lead Form pop-up logic.
- Encryption: For agents, the dropdown displays encrypted values to maintain data security standards.
Field Security and Modification
To prevent accidental data entry errors, contact fields in the lead form are frozen by default. Agents must explicitly click an "Unfreeze" button to modify these fields. This action is logged to ensure auditability and tracking of manual overrides.
Ticket coverage
- CHAT-17041 — Updates the Call Connect pop-up warning message to match the Lead Form's warning behavior when a user modifies a phone number.
- CHAT-17070 — Adds a dropdown selector to the Legacy and Messaging dashboards, allowing agents to choose from multiple detected contact points in the transcript.
- CHAT-17071 — Implements a default "frozen" state for lead form contact fields, requiring an explicit "Unfreeze" action for manual edits.
- CHAT-17056 — Resolves an unhandled exception identified in AppInsight to improve overall dashboard stability.
Overview
This documentation covers the latest UX and functional enhancements for the Agent Dashboard, focusing on widget stability, cross-device profile rendering, and dashboard visibility logic for specific account features.
Chat Widget Stability
We have resolved a library conflict that prevented the chat widget from initializing on specific partner websites. The widget now correctly maintains its state and remains active after a user interacts with Call-to-Action (CTA) options.
Tablet Profile Rendering
System logic has been updated to ensure that the correct widget profile is served based on the device type. Previously, legacy services incorrectly served the Desktop profile to tablet devices (including iPad Pro, Air, and Mini). The system now enforces the Tablet profile configuration when detected, ensuring a consistent UI experience across mobile and tablet hardware.
Retainer Overview Visibility
To prevent UI clutter and unauthorized data exposure, the 'Retainer Overview' grid in the Voice Dashboard is now gated by feature flags. The grid will only render if the 'DocuSign Integration' is explicitly enabled at the account level. If the integration is disabled, the grid is hidden from the dashboard view.
Ticket coverage
- CHAT-16912 — Resolved a library conflict that caused the chat widget to disappear upon user interaction on partner websites.
- CHAT-16925 — Fixed a bug where tablet devices were incorrectly served the Desktop widget profile instead of the designated Tablet profile in legacy service environments.
- CHAT-16929 — Implemented a visibility constraint for the Retainer Overview grid, ensuring it only appears in the Voice Dashboard when DocuSign Integration is enabled.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'AI Chatbot' flag is only accessible to internal users with administrative provisioning permissions.
- The voice-to-text feature relies on browser-native speech recognition APIs.
- The fix for CHAT-17094 assumes that multiple-choice responses are now correctly mapped to string values rather than numeric indices.
graph LR
A[Visitor clicks Mic] --> B[Dictation Active]
B --> C[Speech to Text Conversion]
C --> D[Text appears in Input Field]
D --> E[Visitor sends message]
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Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop, mobile, and tablet platforms.
User Flow
- The visitor clicks the microphone icon within the chat input field.
- The system captures audio input and converts it to text in real-time.
- The visitor reviews the transcribed text and sends the message.
Constraints & Notes
- Feature is not supported on legacy widgets (v2, image, standard, skinnable).
- Known issues include potential duplicate word transcription depending on speech patterns and accents.
- The speech icon remains persistent; if it disappears, it is considered a bug.
AI Chatbot Provisioning
Internal provisioning workflows now include an 'AI Chatbot' flag. This flag determines the specific JavaScript snippet sent to clients via email upon account completion.
- Auto-Pilot AI: Uses the standard AI bundle.
- Suggestive AI: Uses a specific configuration-based script.
- Non-AI: Uses the legacy invitation script.
Rules Engine Stability
Updates to the Rules Engine prevent system-wide failures caused by blank or null configuration values. The system now gracefully handles incomplete rule setups, preventing the 'Company data not loading' error.
Ticket coverage
- CHAT-17183 — Introduces voice-to-text dictation for visitors in v3/microservice chat widgets.
- CHAT-17085 — Ensures Terms and Conditions in the pop-out quote window match the original quote terms.
- CHAT-17094 — Fixes a bug where SMS chats incorrectly parsed multiple-choice responses as numeric values.
- CHAT-17133 — Adds an 'AI Chatbot' flag to the provisioning portal to automate the delivery of correct JS snippets.
- CHAT-17144 — Resolves a critical error where null/blank values in the Rules Engine caused company data to fail to load.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop, mobile, and tablet platforms.
User Flow
- The visitor clicks the microphone icon within the chat input field.
- The system captures audio input and converts it to text in real-time.
- The visitor reviews the transcribed text and sends the message.
Constraints & Notes
- Feature is not supported on legacy widgets (v2, image, standard, skinnable).
- Known issues include potential duplicate word transcription depending on speech patterns and accents.
- The speech icon remains persistent; if it disappears, it is considered a bug.
AI Chatbot Provisioning
Internal provisioning workflows now include an 'AI Chatbot' flag. This flag determines the specific JavaScript snippet sent to clients via email upon account completion.
- Auto-Pilot AI: Uses the standard AI bundle.
- Suggestive AI: Uses a specific configuration-based script.
- Non-AI: Uses the legacy invitation script.
Rules Engine Stability
Updates to the Rules Engine prevent system-wide failures caused by blank or null configuration values. The system now gracefully handles incomplete rule setups, preventing the 'Company data not loading' error.
Ticket coverage
- CHAT-17183 — Introduces voice-to-text dictation for visitors in v3/microservice chat widgets.
- CHAT-17085 — Ensures Terms and Conditions in the pop-out quote window match the original quote terms.
- CHAT-17094 — Fixes a bug where SMS chats incorrectly parsed multiple-choice responses as numeric values.
- CHAT-17133 — Adds an 'AI Chatbot' flag to the provisioning portal to automate the delivery of correct JS snippets.
- CHAT-17144 — Resolves a critical error where null/blank values in the Rules Engine caused company data to fail to load.
Chat Widget Interaction and UI Refinements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD Theme' refers to a legacy design system used for backward compatibility.
- The 'Apex' environment mentioned is the primary testing/staging environment for these features.
- The 'Standard Widget' refers to the current production-grade widget implementation.
graph LR
A[Visitor Inputs Number] --> B{Validate Input}
B --> C[Trigger Opt-in Overlay]
C --> D[Display Overlay on UI]
D --> E[Visitor Completes Action]
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Overview
This documentation covers a series of refinements and bug fixes for the chat widget, focusing on cross-platform compatibility, UI consistency for legacy (RD) themes, and interaction stability in pop-out and pre-chat flows.
Key Capabilities
- Pop-out Widget Stability: Ensures the script bot remains responsive to visitor inputs when the chat is moved to a separate browser window.
- Legacy Theme UI Integrity: Resolves visual misalignments and layout disturbances in the 'Old' (RD) theme, specifically regarding transfer overlays, restart chat overlays, and pre-chat form rendering.
- Pre-Chat Form Optimization: Corrects display issues related to agent name visibility, text alignment, and responsive behavior on mobile and tablet devices.
- Opt-in Overlay Reliability: Standardizes the behavior of the opt-in overlay when users input phone numbers, ensuring consistent triggering across different widget versions and mobile browsers.
User Flow: Opt-in Overlay
- Visitor interacts with a standard widget.
- Visitor inputs a phone number into the designated field.
- System triggers the opt-in overlay.
- System validates the input and displays the overlay correctly across mobile (iOS/Android) and desktop environments.
Ticket coverage
- CHAT-16944 — Fixes a bug where the script bot failed to respond to visitor messages within a pop-out chat window.
- CHAT-16958 — Resolves a database configuration issue preventing the Pre-Chat Header field from rendering correctly on staging environments.
- CHAT-16970 — Corrects UI disturbances occurring within the 'Transfer to chat' interface when using the legacy RD theme.
- CHAT-16971 — Fixes misalignment issues for the overlay triggered by the 'Restart Chat' button in the legacy widget.
- CHAT-16973 — Adjusts the layout of the chat bar hide-arrow to prevent it from overlapping with text, ensuring it remains clickable on mobile and tablet devices.
- CHAT-16974 — Standardizes the full-text display in pre-chat forms for the legacy theme to match production standards.
- CHAT-16980 — Removes erroneous agent name labels from pre-chat single/multi-selection and calendar fields on mobile devices.
- CHAT-16981 — Fixes alignment issues in the pre-chat form that occurred when reopening the chat widget on tablet devices.
- CHAT-16983 — Confirms that the Privacy Policy text color in the widget header is functioning as intended (matching production behavior).
- CHAT-16984 — Validates that the current design for full-text messages in pre-chat bubbles is acceptable and consistent with current design requirements.
- CHAT-17008 — Resolves critical failures where the opt-in overlay failed to appear or caused animation loops when users entered numbers in standard widgets.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers a series of refinements and bug fixes for the chat widget, focusing on cross-platform compatibility, UI consistency for legacy (RD) themes, and interaction stability in pop-out and pre-chat flows.
Key Capabilities
- Pop-out Widget Stability: Ensures the script bot remains responsive to visitor inputs when the chat is moved to a separate browser window.
- Legacy Theme UI Integrity: Resolves visual misalignments and layout disturbances in the 'Old' (RD) theme, specifically regarding transfer overlays, restart chat overlays, and pre-chat form rendering.
- Pre-Chat Form Optimization: Corrects display issues related to agent name visibility, text alignment, and responsive behavior on mobile and tablet devices.
- Opt-in Overlay Reliability: Standardizes the behavior of the opt-in overlay when users input phone numbers, ensuring consistent triggering across different widget versions and mobile browsers.
User Flow: Opt-in Overlay
- Visitor interacts with a standard widget.
- Visitor inputs a phone number into the designated field.
- System triggers the opt-in overlay.
- System validates the input and displays the overlay correctly across mobile (iOS/Android) and desktop environments.
Ticket coverage
- CHAT-16944 — Fixes a bug where the script bot failed to respond to visitor messages within a pop-out chat window.
- CHAT-16958 — Resolves a database configuration issue preventing the Pre-Chat Header field from rendering correctly on staging environments.
- CHAT-16970 — Corrects UI disturbances occurring within the 'Transfer to chat' interface when using the legacy RD theme.
- CHAT-16971 — Fixes misalignment issues for the overlay triggered by the 'Restart Chat' button in the legacy widget.
- CHAT-16973 — Adjusts the layout of the chat bar hide-arrow to prevent it from overlapping with text, ensuring it remains clickable on mobile and tablet devices.
- CHAT-16974 — Standardizes the full-text display in pre-chat forms for the legacy theme to match production standards.
- CHAT-16980 — Removes erroneous agent name labels from pre-chat single/multi-selection and calendar fields on mobile devices.
- CHAT-16981 — Fixes alignment issues in the pre-chat form that occurred when reopening the chat widget on tablet devices.
- CHAT-16983 — Confirms that the Privacy Policy text color in the widget header is functioning as intended (matching production behavior).
- CHAT-16984 — Validates that the current design for full-text messages in pre-chat bubbles is acceptable and consistent with current design requirements.
- CHAT-17008 — Resolves critical failures where the opt-in overlay failed to appear or caused animation loops when users entered numbers in standard widgets.
Voice Onboarding: LAN Line Detection and Opt-in Restriction
▶ 5 earlier versions
▶ 3 assumptions
Overview
To improve call deliverability and mitigate spam-flagging issues associated with single-source telephony, the CallConnect service has been upgraded to support a pool of Twilio phone numbers. This transition replaces the legacy single-number configuration with a multi-number architecture, ensuring higher reliability for outbound voice communications.
System Behavior
The application no longer relies on the deprecated phone number (925-241-4756). Instead, the system is configured to utilize a defined set of active Twilio numbers: 925-272-4715 and 925-265-6816. The backend logic has been updated to support the rotation or selection of these numbers, reducing the likelihood of carrier-side spam filtering.
User/System Flow
- Initiation: A user triggers a CallConnect event within the application.
- Selection: The system identifies the available pool of configured Twilio numbers.
- Execution: The system selects a number from the pool to initiate the outbound call.
- Completion: The call is routed through the Twilio API using the selected number, improving the success rate of call connections.
Business Rules and Constraints
- Deprecation: The legacy number 925-241-4756 is strictly removed from the codebase and must not be used for new outbound calls.
- Configuration: The system now supports multiple numbers; any future additions to the telephony pool must be updated in the application configuration.
Ticket coverage
- CHAT-17966 — Replaces the legacy spam-flagged Twilio number with a multi-number configuration to improve call connect success rates.
Overview
The ElevenLabs Text-to-Speech (TTS) integration allows users to generate professional-grade audio recordings for voice greetings directly within the platform. This feature eliminates the need for manual voice recording, enabling users to convert written text into high-quality synthetic speech for automated call flows.
User Workflow
- Access Greeting Configuration: Navigate to the voice onboarding or configuration settings module.
- Select TTS Option: Choose the 'Text-to-Speech' option when prompted to provide a greeting recording.
- Input Text: Enter the desired script into the provided text field.
- Generate Audio: Submit the text to the ElevenLabs engine to generate the audio file.
- Preview and Save: Listen to the generated audio preview and save the configuration to apply it to the voice system.
Business Rules and Constraints
- Service Dependency: The feature relies on an active ElevenLabs API subscription. If the API key is invalid or the subscription plan is inactive, the system will return an unauthorized error.
- Environment Parity: The feature is verified for deployment on production-adjacent environments (e.g., apexbeta.xyz).
- Error Handling: If the integration fails (e.g., 401 Unauthorized), the system prevents the user from saving the greeting and displays an error notification indicating a failure to communicate with the TTS service.
Ticket coverage
- CHAT-17455 — Implements the integration with ElevenLabs to enable text-to-speech functionality for voice greeting recordings.
Overview
This documentation covers updates to the Voice onboarding process and the Call Connect interface, ensuring accurate account configuration and professional caller identification.
Voice Menu Accessibility
To ensure new Voice customers can access essential features like Voice Analytics and Voice Intakes, the system now correctly initializes the voiceEnabled property. Previously, this flag was incorrectly defaulting to false or being toggled to false upon saving account settings, which blocked access to the Voice menu. The system now maintains the integrity of this flag during account save operations.
Call Connect Business Number Display
To improve brand consistency and trust, the Call Connect feature has been updated to display the configured business number to visitors instead of the underlying Twilio-provided number. This ensures that the caller ID or displayed contact information aligns with the business's official identity.
Ticket coverage
- CHAT-17225 — Fixes a bug where the
voiceEnabledproperty was incorrectly set tofalsefor new customers, preventing access to the Voice menu and related analytics. - CHAT-17239 — Updates the Call Connect interface to display the designated business number to visitors, replacing the technical Twilio number previously shown.
Business Rules and Constraints
- The
voiceEnabledflag must remain persistent and immutable during standard account save operations unless explicitly modified by an authorized administrator. - The business number displayed in Call Connect must be the specific number configured within the account settings, not the system-level provider number.
Overview
This update introduces improvements to the Voice settings configuration process and adds support for custom call connect recordings. These changes ensure system stability during provisioning and provide businesses with the ability to replace automated call-connect messages with personalized audio.
Custom Call Connect Recordings
To improve the caller experience, users can now replace the default automated call-connect greeting with a custom audio recording. This allows businesses to maintain a professional, human-centric tone when transferring callers to an intake specialist.
Workflow
- Navigate to the Voice Settings section within the company portal.
- Locate the Call Connect configuration area.
- Enable the custom recording flag to toggle off the default robotic greeting.
- Upload the desired audio file (MP3 format) directly via the provided file upload interface.
- Save the configuration to apply the new recording to the call-connect process.
Business Rules and Constraints
- File Handling: The system currently supports direct file uploads. URL-based hosting (e.g., Google Drive) is not supported in the MVP release to ensure consistent playback behavior.
- Scope: Each account can utilize a custom recording, replacing the standard system-generated whisper message.
- Technical Implementation: The system utilizes the
TwilioCallProviderto intercept the standard greeting flow and substitute it with the uploaded audio asset.
System Stability Fixes
We have resolved a critical issue where saving Voice settings resulted in a "Null value in ProvisioningID table" error. The system now correctly handles provisioning identifiers, ensuring that settings are persisted without interruption.
Ticket coverage
- CHAT-17083 — Fixed a database error that prevented users from saving Voice settings due to a null value in the ProvisioningID table.
- CHAT-17122 — Introduced the capability to upload custom MP3 recordings for the Call Connect feature, allowing businesses to replace automated greetings with personalized messages.
Overview
This documentation covers updates to the Voice onboarding and configuration module, focusing on data validation, pricing tier persistence, and granular access control for the Voice dashboard.
Voice Configuration and Validation
The system ensures data integrity during company creation. When a company is saved, the backend now correctly handles the 'Notes' field, allowing it to be left empty without triggering save failures. If the Voice tab is enabled for a company, the system enforces validation on all required Voice fields during the save operation, regardless of whether the user has explicitly opened the Voice tab.
Pricing Tier Logic
When provisioning a new company, the system tracks pricing configurations. If a user selects 'Per-min Pricing' and provides 'Monthly Min' and 'Price Per Min' values, the system correctly interprets these settings. If no specific 'PriceTier' is selected during the initial save, the backend defaults the 'priceTier' value to 0. This is expected behavior and does not indicate a failure in data persistence.
Voice Dashboard Access Control
To support secure operations, the system introduces a 'Voice viewer' role within the legacy portal. This role allows users to access the Voice dashboard without requiring full administrative privileges. The role is segmented as follows:
- Voice viewer (vendormax): Provides full access to statistics across all voice accounts.
- Voice viewer (customer): Restricts access to the user's specific account(s).
- Voice viewer (partner): Provides access to customer statistics associated with the partner's account.
Ticket coverage
- CHAT-16945 — Fixes a bug where null values in the 'Notes' field prevented company saves and ensures Voice tab fields are validated upon saving if the tab is enabled.
- CHAT-16962 — Clarifies that a zero value for 'PriceTier' is expected behavior when no tier is selected during provisioning, even if 'Per-min' pricing is active.
- CHAT-16967 — Implements a 'Voice viewer' role to provide granular, non-admin access to the Voice dashboard for internal and external users.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses a third-party API or internal database lookup to verify line types in real-time.
- The 'Smarthub' interface is the primary UI where this validation occurs.
- The system message provided to the user is non-dismissible until the opt-in request is cancelled or corrected.
graph LR
A[User Enters Phone Number] --> B{System Detects Line Type}
B -- Mobile --> C[Allow SMS Opt-in]
B -- Landline --> D[Show Landline Indicator]
D --> E[Disable SMS Opt-in]
E --> F[Display Error Message]
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Overview
To prevent SMS delivery failures and improve data integrity, the system now includes a validation mechanism to detect Landline (LAN) numbers during the voice onboarding process. When a number is identified as a landline, the system restricts the user from opting the customer into text messaging services.
System Behavior
When a user enters a phone number during the onboarding flow, the system performs a real-time lookup to determine if the line type is a landline.
- Indicator Display: If the number is identified as a landline, a visual indicator is displayed within the Smarthub interface to notify the user of the line type.
- Opt-in Restriction: The system disables the ability for the user to opt-in the customer for SMS/text messaging.
- System Messaging: A clear system message is presented to the user explaining that the number is a landline and therefore ineligible for text messaging services.
Business Rules and Constraints
- Scope: This feature is exclusive to the Smarthub platform and is not applicable to legacy systems.
- Validation: The system prevents the completion of the opt-in process for any number flagged as a landline.
Ticket coverage
- CHAT-18024 — Implements landline detection logic that triggers a UI indicator in Smarthub and blocks SMS opt-in functionality for ineligible numbers.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
To prevent SMS delivery failures and improve data integrity, the system now includes a validation mechanism to detect Landline (LAN) numbers during the voice onboarding process. When a number is identified as a landline, the system restricts the user from opting the customer into text messaging services.
System Behavior
When a user enters a phone number during the onboarding flow, the system performs a real-time lookup to determine if the line type is a landline.
- Indicator Display: If the number is identified as a landline, a visual indicator is displayed within the Smarthub interface to notify the user of the line type.
- Opt-in Restriction: The system disables the ability for the user to opt-in the customer for SMS/text messaging.
- System Messaging: A clear system message is presented to the user explaining that the number is a landline and therefore ineligible for text messaging services.
Business Rules and Constraints
- Scope: This feature is exclusive to the Smarthub platform and is not applicable to legacy systems.
- Validation: The system prevents the completion of the opt-in process for any number flagged as a landline.
Ticket coverage
- CHAT-18024 — Implements landline detection logic that triggers a UI indicator in Smarthub and blocks SMS opt-in functionality for ineligible numbers.
Web-to-Text Feature Documentation
▶ 1 earlier version
▶ 2 assumptions
Overview
The Web-to-Text feature allows businesses to transition web-based chat interactions to SMS communication. This update ensures that when a lead is invited to a conversation with the 'Web-to-Text' option enabled, the system consistently displays the modern, updated SMS transfer overlay rather than the legacy interface.
User Flow
- A user navigates to the Lead tab within the application.
- The user selects the option to initiate a new invitation.
- The user explicitly checks the 'Web-to-Text' checkbox to enable SMS-based communication for this lead.
- Upon triggering the invitation, the system validates the 'Web-to-Text' status.
- The system renders the new, updated SMS transfer overlay to the user, facilitating the transition to text-based messaging.
Business Rules and Constraints
- The new SMS transfer overlay is mandatory for all invitations where the 'Web-to-Text' feature is enabled.
- The legacy SMS transfer overlay is deprecated for this specific workflow and must not appear when the 'Web-to-Text' checkbox is active.
Ticket coverage
- CHAT-16996 — Resolves a UI inconsistency where the legacy SMS transfer overlay appeared instead of the new overlay when initiating a new invitation with 'Web-to-Text' enabled.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Visitor name capture (CHAT-17179) is a mandatory step that occurs after checking the Web-to-Text box but before the final transfer overlay is fully processed.
- The 'Continue' button fix (CHAT-17395) applies to the new overlay interface, not the deprecated legacy one.
graph LR
A[User initiates new invitation] --> B{Web-to-Text checkbox checked?}
B -- Yes --> C[Capture Visitor Name]
C --> D[Display new SMS transfer overlay]
D --> E[User clicks Continue]
E --> F[Transition to SMS]
B -- No --> G[Display standard invitation flow]
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Overview
The Web-to-Text feature allows businesses to transition web-based chat interactions to SMS communication. This update ensures that when a lead is invited to a conversation with the 'Web-to-Text' option enabled, the system consistently displays the modern, updated SMS transfer overlay. Additionally, the system now enforces visitor name capture prior to transfer and ensures the stability of the 'Continue' action within the transfer form.
User Flow
- A user navigates to the Lead tab within the application.
- The user selects the option to initiate a new invitation.
- The user explicitly checks the 'Web-to-Text' checkbox to enable SMS-based communication.
- Upon triggering the invitation, the system validates the 'Web-to-Text' status.
- The system prompts the user to capture the visitor's name (required for transfer).
- The system renders the updated SMS transfer overlay. The user clicks 'Continue' to finalize the transition.
Business Rules and Constraints
- The new SMS transfer overlay is mandatory for all invitations where the 'Web-to-Text' feature is enabled.
- The legacy SMS transfer overlay is deprecated and must not appear.
- Visitor name capture is a mandatory prerequisite before the transfer process can proceed.
- The 'Continue' button must remain responsive; if the UI fails to trigger, a page refresh is a temporary recovery measure, though the system is designed for persistent stability.
Ticket coverage
- CHAT-16996 — Resolves a UI inconsistency where the legacy SMS transfer overlay appeared instead of the new overlay.
- CHAT-17179 — Requires the name of the visitor to be captured before the transfer can be initiated.
- CHAT-17395 — Resolves a bug where the 'Continue' button in the Web-to-Text form would become unresponsive, requiring a page refresh.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Web-to-Text feature allows businesses to transition web-based chat interactions to SMS communication. This update ensures that when a lead is invited to a conversation with the 'Web-to-Text' option enabled, the system consistently displays the modern, updated SMS transfer overlay. Additionally, the system now enforces visitor name capture prior to transfer and ensures the stability of the 'Continue' action within the transfer form.
User Flow
- A user navigates to the Lead tab within the application.
- The user selects the option to initiate a new invitation.
- The user explicitly checks the 'Web-to-Text' checkbox to enable SMS-based communication.
- Upon triggering the invitation, the system validates the 'Web-to-Text' status.
- The system prompts the user to capture the visitor's name (required for transfer).
- The system renders the updated SMS transfer overlay. The user clicks 'Continue' to finalize the transition.
Business Rules and Constraints
- The new SMS transfer overlay is mandatory for all invitations where the 'Web-to-Text' feature is enabled.
- The legacy SMS transfer overlay is deprecated and must not appear.
- Visitor name capture is a mandatory prerequisite before the transfer process can proceed.
- The 'Continue' button must remain responsive; if the UI fails to trigger, a page refresh is a temporary recovery measure, though the system is designed for persistent stability.
Ticket coverage
- CHAT-16996 — Resolves a UI inconsistency where the legacy SMS transfer overlay appeared instead of the new overlay.
- CHAT-17179 — Requires the name of the visitor to be captured before the transfer can be initiated.
- CHAT-17395 — Resolves a bug where the 'Continue' button in the Web-to-Text form would become unresponsive, requiring a page refresh.
Appointment Scheduler Booking Logic Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses a v3 migration architecture for scheduling pages.
- The 'Interval Rounding' fix is a configuration requirement for administrators rather than a hard-coded software change.
- The chat interface and scheduling module share a common state management layer.
graph LR
A[Access Scheduler] --> B[Load Time Slots]
B --> C[Select Slot & Fill Fields]
C --> D[Submit Booking]
D --> E[Disable Scheduler Button]
E --> F[Keep Chat Input Active]
F --> G[Update Chat Status on Cancel]
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Overview
The Appointment Scheduler provides a streamlined interface for users to book, manage, and cancel appointments directly within the chat interface. This system ensures data integrity between the scheduling UI, the calendar backend, and the chat messaging stream.
User Flow
- Initialization: The user accesses the scheduling page. The system fetches and displays available time slots immediately upon landing.
- Selection: The user selects a preferred time slot and fills in required custom fields (e.g., phone number).
- Booking: Upon submission, the system validates the request. If successful, the scheduling button is disabled to prevent duplicate submissions, and the chat input field remains active for continued communication.
- Lifecycle Management: If an appointment is cancelled or rescheduled, the system triggers a notification email and updates the appointment status within the chat interface to maintain synchronization.
Business Rules & Constraints
- Time Slot Validation: Scheduling pages migrated from v2 to v3 must use 'Interval Rounding' for 'Time Slot Rounding Type' to prevent 'Selected Time Slot is unavailable' errors.
- UI State: After a successful booking, the scheduling button must transition to a disabled (grey) state.
- Messaging Continuity: The chat input field must remain enabled post-booking to allow ongoing user engagement.
- Synchronization: Cancellation events must trigger both an automated email to the user and a status update in the chat history.
Ticket coverage
- CHAT-17010 — Ensures the scheduling button transitions to a disabled (grey) state immediately after a successful booking to prevent redundant actions.
- CHAT-17025 — Resolves backend issues preventing successful appointment creation in the environment.
- CHAT-17028 — Fixes a rendering bug where appointment slots were hidden until the user navigated away and returned to the page.
- CHAT-17038 — Corrects a UI defect where the chat input field would lock after booking, ensuring users can continue messaging.
- CHAT-17045 — Addresses booking failures caused by 'Default' time slot rounding settings on migrated v3 pages; requires 'Interval Rounding' configuration.
- CHAT-17051 — Fixes a display issue where the appointment page name was not rendering correctly in the pre-chat interface.
- CHAT-17058 — Ensures that appointment cancellations trigger automated emails and update the status within the chat section.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler provides a streamlined interface for users to book, manage, and cancel appointments directly within the chat interface. This system ensures data integrity between the scheduling UI, the calendar backend, and the chat messaging stream.
User Flow
- Initialization: The user accesses the scheduling page. The system fetches and displays available time slots immediately upon landing.
- Selection: The user selects a preferred time slot and fills in required custom fields (e.g., phone number).
- Booking: Upon submission, the system validates the request. If successful, the scheduling button is disabled to prevent duplicate submissions, and the chat input field remains active for continued communication.
- Lifecycle Management: If an appointment is cancelled or rescheduled, the system triggers a notification email and updates the appointment status within the chat interface to maintain synchronization.
Business Rules & Constraints
- Time Slot Validation: Scheduling pages migrated from v2 to v3 must use 'Interval Rounding' for 'Time Slot Rounding Type' to prevent 'Selected Time Slot is unavailable' errors.
- UI State: After a successful booking, the scheduling button must transition to a disabled (grey) state.
- Messaging Continuity: The chat input field must remain enabled post-booking to allow ongoing user engagement.
- Synchronization: Cancellation events must trigger both an automated email to the user and a status update in the chat history.
Ticket coverage
- CHAT-17010 — Ensures the scheduling button transitions to a disabled (grey) state immediately after a successful booking to prevent redundant actions.
- CHAT-17025 — Resolves backend issues preventing successful appointment creation in the environment.
- CHAT-17028 — Fixes a rendering bug where appointment slots were hidden until the user navigated away and returned to the page.
- CHAT-17038 — Corrects a UI defect where the chat input field would lock after booking, ensuring users can continue messaging.
- CHAT-17045 — Addresses booking failures caused by 'Default' time slot rounding settings on migrated v3 pages; requires 'Interval Rounding' configuration.
- CHAT-17051 — Fixes a display issue where the appointment page name was not rendering correctly in the pre-chat interface.
- CHAT-17058 — Ensures that appointment cancellations trigger automated emails and update the status within the chat section.
Chat Widget UI/UX Enhancements Documentation
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers the UI/UX refinements for the chat widget, focusing on visual consistency, layout stability, and interaction reliability across various visitor-facing components.
Key Enhancements
Visual Consistency and Branding
- Video Greet & Pre-chat: Resolved issues where background colors failed to apply or displayed white flashes before loading brand colors. The 'Powered by' branding background color is now correctly managed via theme settings.
- Outstroke Styling: Added support for saving background colors specifically for outstroke color types.
Layout and UI Stability
- Input Handling: Fixed UI distortion occurring when users enter invalid Date of Birth (DOB) data while simultaneously selecting 'Skip This Question'.
- Widget Transitions: Eliminated momentary UI glitches and unexpected expansion/collapse behaviors during the initial widget load and click interactions.
- Text Input: Resolved UI disruption issues occurring when users copy and paste text into the chat input box.
Interaction and Accessibility
- Clickability: Adjusted frame settings to ensure the area behind the chat widget remains clickable, preventing the widget from blocking website interactions.
- Alignment: Corrected the alignment of the SMS icon in the chat bar and resolved misalignment of the timespan display following multi-selection responses.
Ticket coverage
- CHAT-17013 — Fixed an issue where the Video Greet question background color was not correctly applying branding.
- CHAT-17015 — Resolved an issue where the invitation background appeared unfocused under specific profile settings.
- CHAT-17019 — Fixed UI distortion and overlapping elements when entering an invalid DOB while selecting 'Skip This Question'.
- CHAT-17022 — Corrected the alignment and padding of the SMS icon within the chat bar.
- CHAT-17027 — Removed an unintended outline appearing around the Pre-chat widget container.
- CHAT-17032 — Fixed a validation overlap issue occurring when 'Skip This Question' is enabled for DOB fields.
- CHAT-17035 — Resolved the misalignment of the timespan display after a user selects a multi-selection option.
- CHAT-17055 — Standardized the 'Powered by' background color management via theme settings.
- CHAT-17059 — Fixed color disturbances in the Pre-chat widget caused by new implementation updates.
- CHAT-17060 — Adjusted widget frame settings to ensure the area behind the chat block remains clickable.
- CHAT-17065 — Fixed UI distortion that occurred momentarily when clicking the widget in a fresh window.
- CHAT-17066 — Resolved an issue where the chat tab would expand and collapse unexpectedly upon initial load.
- CHAT-17069 — Enabled the ability to save background colors for outstroke color types.
- CHAT-17073 — Fixed a white background flash that appeared before the branding color loaded in the Pre-chat widget.
- CHAT-17075 — Fixed UI disruption in the text box when users copy and paste text.
- CHAT-17039 — Addressed the display failure of special characters in visitor-side options and selected items.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Legacy' services refer to older versions of the chat widget infrastructure that require specific CSS overrides compared to the new microservice-based widget.
- The 'white background/black text' requirement for minimized bubbles is intended to be a global override to ensure accessibility across all client themes.
- The 'Won't Fix' status for CHAT-17142 implies that the visual glitch was a side-effect of other CSS refactoring performed in the same batch.
graph LR
A[User Opens Widget] --> B{Check State}
B -->|Minimized| C[Display White Bubble/Black Text]
B -->|Active| D[Render Agent/Typing UI]
D --> E[Display Chat Bar]
E --> F[Apply Responsive Alignment/Hover Styles]
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Overview
This update introduces a series of UI and UX refinements to the Chat Widget, focusing on visual consistency, improved readability, and responsive alignment across desktop and mobile environments. These enhancements ensure that agent indicators, chat bars, and message bubbles adhere to modern design standards.
Key Enhancements
Agent Interaction & Typing Indicators
- Typing Indicator: The typing indicator now removes the agent icon/image while maintaining the reserved layout space to prevent UI shifting. This ensures a consistent visual footprint during agent activity.
- Agent Images: The size of agent profile images displayed next to messages has been reduced for a cleaner, less intrusive interface.
Chat Bar & Navigation
- Responsive Alignment: Fixes have been applied to the chat bar to prevent icon distortion and text misalignment, particularly in mobile views and legacy service integrations.
- Hover & Section Integrity: The chat bar background color now correctly covers the entire section during hover states, and emoji rendering in the 'Start Chat' section no longer clips the UI borders.
- Minimized State: The minimized message bubble now defaults to a white background with black text, ensuring high contrast and readability regardless of the website's underlying branding colors.
Ticket coverage
- CHAT-17084 — Removes the agent icon from the typing indicator and reduces the size of agent profile images.
- CHAT-17090 — Resolves UI disturbances in the typing indicator that occurred when closing the legacy widget.
- CHAT-17107 — Fixes visual distortion occurring during the initial rendering of the Chat Bar.
- CHAT-17114 — Corrects an issue where emojis in the 'Start Chat' section caused the section border to cut off.
- CHAT-17132 — Ensures the chat bar background color fully covers the section during hover states on both left and right alignments.
- CHAT-17142 — Investigated an extra line issue in mobile view; determined to be resolved by other changes (Won't Fix).
- CHAT-17145 — Fixes text misalignment and icon distortion in mobile views for legacy services.
- CHAT-17149 — Updates the minimized message bubble to a white background with black text for improved accessibility.
- CHAT-17151 — Adjusts chat bar ellipsis behavior to prevent unnecessary scroll indicators when space is available.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update introduces a series of UI and UX refinements to the Chat Widget, focusing on visual consistency, improved readability, and responsive alignment across desktop and mobile environments. These enhancements ensure that agent indicators, chat bars, and message bubbles adhere to modern design standards.
Key Enhancements
Agent Interaction & Typing Indicators
- Typing Indicator: The typing indicator now removes the agent icon/image while maintaining the reserved layout space to prevent UI shifting. This ensures a consistent visual footprint during agent activity.
- Agent Images: The size of agent profile images displayed next to messages has been reduced for a cleaner, less intrusive interface.
Chat Bar & Navigation
- Responsive Alignment: Fixes have been applied to the chat bar to prevent icon distortion and text misalignment, particularly in mobile views and legacy service integrations.
- Hover & Section Integrity: The chat bar background color now correctly covers the entire section during hover states, and emoji rendering in the 'Start Chat' section no longer clips the UI borders.
- Minimized State: The minimized message bubble now defaults to a white background with black text, ensuring high contrast and readability regardless of the website's underlying branding colors.
Ticket coverage
- CHAT-17084 — Removes the agent icon from the typing indicator and reduces the size of agent profile images.
- CHAT-17090 — Resolves UI disturbances in the typing indicator that occurred when closing the legacy widget.
- CHAT-17107 — Fixes visual distortion occurring during the initial rendering of the Chat Bar.
- CHAT-17114 — Corrects an issue where emojis in the 'Start Chat' section caused the section border to cut off.
- CHAT-17132 — Ensures the chat bar background color fully covers the section during hover states on both left and right alignments.
- CHAT-17142 — Investigated an extra line issue in mobile view; determined to be resolved by other changes (Won't Fix).
- CHAT-17145 — Fixes text misalignment and icon distortion in mobile views for legacy services.
- CHAT-17149 — Updates the minimized message bubble to a white background with black text for improved accessibility.
- CHAT-17151 — Adjusts chat bar ellipsis behavior to prevent unnecessary scroll indicators when space is available.
Mobile Chat Widget UI/UX Enhancements and Stability Updates
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'V2 code' refers to the updated microservices-based widget architecture.
- The 'undefined' error in CHAT-17033 is caused by improper sanitization of double quotes in the server-side response.
- Apexstage is the primary staging environment for verification.
graph LR
A[User Opens Widget] --> B{Load Config}
B --> C[Display Pre-Chat/QR]
C --> D[User Interaction]
D --> E[Update Dashboard/Transcript]
E --> F{Minimize/Refresh?}
F -->|Yes| G[Restore State/Overlay]
F -->|No| H[Continue Chat]
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Overview
This documentation covers a series of stability and UI/UX improvements for the mobile chat widget, focusing on message synchronization, component rendering, and interaction consistency across legacy and new widget configurations.
Key Capabilities
- Message Synchronization: Ensures agent messages update correctly in real-time on mobile devices following visitor interaction.
- Component Rendering: Resolves display issues for chat bars, Quick Replies (QR), and pre-chat messages in mobile viewports, including landscape orientation support.
- Interaction Handling: Fixes data transmission errors for Multiple Choice (MC) options and ensures chat transcripts persist correctly after widget minimization.
- Session Management: Restores the visibility of the 'ended chat' overlay upon page refresh.
User Flow: Chat Interaction
- Initialization: The widget loads the appropriate configuration (V2/New or Legacy).
- Engagement: The user interacts with pre-chat messages or QR prompts.
- Persistence: If the user minimizes the widget, the chat state and selection options are preserved for the session.
- Resolution: Upon chat completion, the system displays the 'ended chat' overlay, even if the page is refreshed.
Business Rules & Constraints
- Orientation: The widget must maintain UI integrity in both portrait and landscape modes.
- Data Integrity: Selection options (MC) must correctly map to the dashboard without returning 'undefined' values.
- Compatibility: Fixes apply to both legacy and new widget architectures unless otherwise specified.
Ticket coverage
- CHAT-17011 — Fixes an issue where agent messages failed to update on mobile devices after a visitor response.
- CHAT-17018 — Resolves a rendering issue where the V2 chat bar failed to display correctly in mobile views.
- CHAT-17020 — Clarifies that pre-chat message display issues are specific to migrated company scripts; ticket closed as non-bug.
- CHAT-17021 — Ensures the 'ended chat' overlay remains visible on mobile devices after a page refresh.
- CHAT-17023 — Fixes a bug where Text Type Quick Replies (QR) were invisible on mobile, blocking user progression.
- CHAT-17024 — Improves UI responsiveness for the new widget configuration when the device is in landscape orientation.
- CHAT-17033 — Resolves an 'undefined' error on the dashboard when users select Multiple Choice options containing special characters (double quotes).
- CHAT-17036 — Fixes a transcript issue where selection options were missing after minimizing and reopening the widget.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers a series of stability and UI/UX improvements for the mobile chat widget, focusing on message synchronization, component rendering, and interaction consistency across legacy and new widget configurations.
Key Capabilities
- Message Synchronization: Ensures agent messages update correctly in real-time on mobile devices following visitor interaction.
- Component Rendering: Resolves display issues for chat bars, Quick Replies (QR), and pre-chat messages in mobile viewports, including landscape orientation support.
- Interaction Handling: Fixes data transmission errors for Multiple Choice (MC) options and ensures chat transcripts persist correctly after widget minimization.
- Session Management: Restores the visibility of the 'ended chat' overlay upon page refresh.
User Flow: Chat Interaction
- Initialization: The widget loads the appropriate configuration (V2/New or Legacy).
- Engagement: The user interacts with pre-chat messages or QR prompts.
- Persistence: If the user minimizes the widget, the chat state and selection options are preserved for the session.
- Resolution: Upon chat completion, the system displays the 'ended chat' overlay, even if the page is refreshed.
Business Rules & Constraints
- Orientation: The widget must maintain UI integrity in both portrait and landscape modes.
- Data Integrity: Selection options (MC) must correctly map to the dashboard without returning 'undefined' values.
- Compatibility: Fixes apply to both legacy and new widget architectures unless otherwise specified.
Ticket coverage
- CHAT-17011 — Fixes an issue where agent messages failed to update on mobile devices after a visitor response.
- CHAT-17018 — Resolves a rendering issue where the V2 chat bar failed to display correctly in mobile views.
- CHAT-17020 — Clarifies that pre-chat message display issues are specific to migrated company scripts; ticket closed as non-bug.
- CHAT-17021 — Ensures the 'ended chat' overlay remains visible on mobile devices after a page refresh.
- CHAT-17023 — Fixes a bug where Text Type Quick Replies (QR) were invisible on mobile, blocking user progression.
- CHAT-17024 — Improves UI responsiveness for the new widget configuration when the device is in landscape orientation.
- CHAT-17033 — Resolves an 'undefined' error on the dashboard when users select Multiple Choice options containing special characters (double quotes).
- CHAT-17036 — Fixes a transcript issue where selection options were missing after minimizing and reopening the widget.
Chat Platform Integration Services
▶ 1 earlier version
▶ 2 assumptions
Overview
This documentation covers recent updates and bug fixes for the Chat Platform Integration Services, focusing on cross-browser compatibility, UI alignment, and session management.
Key Functional Updates
Session and Availability Management
- Operator Inactivity: The system is being optimized to automatically transition operators to an 'Inactive' status if they close their browser or tab without logging out. This prevents chats from being routed to unavailable operators.
- Call Connect Availability: The Call Connect feature logic is under review to ensure the 'Call Connect' tab visibility accurately reflects configured business hours, preventing the tab from blinking or appearing available outside of designated operational times.
UI and Theme Enhancements
- RD Plus Theme: The Language Transfer UI has been updated to ensure proper display and functionality within the RD Plus theme.
- Engagement Portal (EP) Alignment: The input typing area in the EP has been corrected to ensure proper alignment with UI elements like the emoji icon, specifically addressing issues observed in the Firefox browser.
- Branding: The 'Powered by Blazeo' branding visibility has been restored across chat widgets, EP, and mobile interfaces.
Integration and Analytics
- GA4 Tracking: Improvements are underway for the
googleadvisitmethod to ensure client IDs are captured even when traffic cookie values are missing, ensuring accurate event tracking in GA4.
Ticket coverage
- CHAT-17012 — Resolved an issue where audio failed to play during Video Greet playback on the Firefox browser.
- CHAT-17029 — Fixed a bug preventing the Scriptbot Pre-chat widget from opening in the Beta invitation environment.
- CHAT-17034 — Restored the 'Powered by Blazeo' branding visibility in chat widgets, EP, and mobile views.
- CHAT-17040 — Implementing logic to automatically set operators to 'Inactive' when they close their browser/tab to prevent routing chats to offline users.
- CHAT-17048 — Corrected the UI layout for the Language Transfer feature within the RD Plus theme.
- CHAT-17053 — Addressing failures in the
googleadvisitmethod to ensure GA4 event tracking functions correctly when traffic cookies are absent. - CHAT-17057 — Investigated and closed a report regarding EP crashes in old themes; no further action required.
- CHAT-17063 — Investigating discrepancies in Call Connect tab availability status relative to configured business hours.
- CHAT-17076 — Fixed alignment issues for the input typing area in the EP, specifically for Firefox users.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The attachment workflow for Facebook and GMB is intended to mirror the existing web chat attachment architecture.
- The fix for CHAT-17573 and CHAT-17574 involves updating the ingestion service to correctly parse and store media objects from third-party APIs.
graph LR
A[Operator Session Start] --> B{User Activity}
B -->|Close Tab/Browser| C[System Auto-Inactive Trigger]
B -->|Active| D[Chat Routing Enabled]
C --> E[Operator Status: Inactive]
F[Visitor Sends Attachment] --> G{Platform}
G -->|Facebook/GMB| H[Attachment Processing Service]
H --> I[Dashboard/Lead/Portal Sync]
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Overview
This documentation covers recent updates and bug fixes for the Chat Platform Integration Services, focusing on cross-browser compatibility, UI alignment, session management, and third-party messaging integration.
Key Functional Updates
Session and Availability Management
- Operator Inactivity: The system is being optimized to automatically transition operators to an 'Inactive' status if they close their browser or tab without logging out. This prevents chats from being routed to unavailable operators.
- Call Connect Availability: The Call Connect feature logic is under review to ensure the 'Call Connect' tab visibility accurately reflects configured business hours, preventing the tab from blinking or appearing available outside of designated operational times.
UI and Theme Enhancements
- RD Plus Theme: The Language Transfer UI has been updated to ensure proper display and functionality within the RD Plus theme.
- Engagement Portal (EP) Alignment: The input typing area in the EP has been corrected to ensure proper alignment with UI elements like the emoji icon, specifically addressing issues observed in the Firefox browser.
- Branding: The 'Powered by Blazeo' branding visibility has been restored across chat widgets, EP, and mobile interfaces.
Integration and Analytics
- GA4 Tracking: Improvements are underway for the
googleadvisitmethod to ensure client IDs are captured even when traffic cookie values are missing, ensuring accurate event tracking in GA4. - Third-Party Attachment Support: The system has been updated to resolve issues preventing the receipt of attachments from Facebook Messenger and Google My Business (GMB) chats. These attachments now follow the standard workflow, appearing in the dashboard chat window and remaining accessible via the HTML lead and portal.
Ticket coverage
- CHAT-17012 — Resolved an issue where audio failed to play during Video Greet playback on the Firefox browser.
- CHAT-17029 — Fixed a bug preventing the Scriptbot Pre-chat widget from opening in the Beta invitation environment.
- CHAT-17034 — Restored the 'Powered by Blazeo' branding visibility in chat widgets, EP, and mobile views.
- CHAT-17040 — Implementing logic to automatically set operators to 'Inactive' when they close their browser/tab to prevent routing chats to offline users.
- CHAT-17048 — Corrected the UI layout for the Language Transfer feature within the RD Plus theme.
- CHAT-17053 — Addressing failures in the
googleadvisitmethod to ensure GA4 event tracking functions correctly when traffic cookies are absent. - CHAT-17057 — Investigated and closed a report regarding EP crashes in old themes; no further action required.
- CHAT-17063 — Investigating discrepancies in Call Connect tab availability status relative to configured business hours.
- CHAT-17076 — Fixed alignment issues for the input typing area in the EP, specifically for Firefox users.
- CHAT-17573 — Fixed a bug preventing the system from receiving and displaying attachments sent via Facebook Messenger.
- CHAT-17574 — Fixed a bug preventing the system from receiving and displaying attachments sent via Google My Business (GMB) chats.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates and bug fixes for the Chat Platform Integration Services, focusing on cross-browser compatibility, UI alignment, session management, and third-party messaging integration.
Key Functional Updates
Session and Availability Management
- Operator Inactivity: The system is being optimized to automatically transition operators to an 'Inactive' status if they close their browser or tab without logging out. This prevents chats from being routed to unavailable operators.
- Call Connect Availability: The Call Connect feature logic is under review to ensure the 'Call Connect' tab visibility accurately reflects configured business hours, preventing the tab from blinking or appearing available outside of designated operational times.
UI and Theme Enhancements
- RD Plus Theme: The Language Transfer UI has been updated to ensure proper display and functionality within the RD Plus theme.
- Engagement Portal (EP) Alignment: The input typing area in the EP has been corrected to ensure proper alignment with UI elements like the emoji icon, specifically addressing issues observed in the Firefox browser.
- Branding: The 'Powered by Blazeo' branding visibility has been restored across chat widgets, EP, and mobile interfaces.
Integration and Analytics
- GA4 Tracking: Improvements are underway for the
googleadvisitmethod to ensure client IDs are captured even when traffic cookie values are missing, ensuring accurate event tracking in GA4. - Third-Party Attachment Support: The system has been updated to resolve issues preventing the receipt of attachments from Facebook Messenger and Google My Business (GMB) chats. These attachments now follow the standard workflow, appearing in the dashboard chat window and remaining accessible via the HTML lead and portal.
Ticket coverage
- CHAT-17012 — Resolved an issue where audio failed to play during Video Greet playback on the Firefox browser.
- CHAT-17029 — Fixed a bug preventing the Scriptbot Pre-chat widget from opening in the Beta invitation environment.
- CHAT-17034 — Restored the 'Powered by Blazeo' branding visibility in chat widgets, EP, and mobile views.
- CHAT-17040 — Implementing logic to automatically set operators to 'Inactive' when they close their browser/tab to prevent routing chats to offline users.
- CHAT-17048 — Corrected the UI layout for the Language Transfer feature within the RD Plus theme.
- CHAT-17053 — Addressing failures in the
googleadvisitmethod to ensure GA4 event tracking functions correctly when traffic cookies are absent. - CHAT-17057 — Investigated and closed a report regarding EP crashes in old themes; no further action required.
- CHAT-17063 — Investigating discrepancies in Call Connect tab availability status relative to configured business hours.
- CHAT-17076 — Fixed alignment issues for the input typing area in the EP, specifically for Firefox users.
- CHAT-17573 — Fixed a bug preventing the system from receiving and displaying attachments sent via Facebook Messenger.
- CHAT-17574 — Fixed a bug preventing the system from receiving and displaying attachments sent via Google My Business (GMB) chats.
Chat Widget Interaction Flows and Enhancements Documentation
▶ 2 earlier versions
▶ 3 assumptions
Overview
This documentation covers updates to the chat widget interaction flows, focusing on poke message reliability, agent script search functionality, and analytics tracking for microservice-based invitations.
Poke Message Functionality
Poke messages are now correctly triggered on the Engagement Platform (EP) when using Agent Scripts or Plain Text greeting messages, even in the absence of an active Scriptbot. This ensures consistent engagement across RD Legacy services, RD Microservices, and the RD Plus theme.
Agent Script Search
The search functionality within the agent dashboard script section allows agents to locate specific content within company scripts.
- Standard Behavior: Agents can search for keywords to retrieve relevant script sections.
- Troubleshooting: If search results fail to return, administrators should verify the "Enable Enhanced Search" flag in company settings. Disabling this flag often resolves search failures in specific account types (e.g., LocaliQ).
Analytics and Chat Transfers
- Analytics: Custom lead tracking events are now correctly triggered for MicroService-based invitations, ensuring accurate data capture for reporting.
- Chat Transfers: Transfers to specific language agents (e.g., Spanish) are supported. If a transfer fails, it is typically due to the unavailability of an agent proficient in the target language at the time of the request.
Ticket coverage
- CHAT-17227 — Resolves an issue where poke messages failed to display on EP when using Agent Scripts or Plain Text without a Scriptbot.
- CHAT-17228 — Fixes a bug where the agent dashboard script search failed to return results for certain accounts.
- CHAT-17229 — Corrects an issue where custom analytics events for leads were not firing for MicroService invitations.
- CHAT-17234 — Status marked as 'Won't Fix' regarding invitation drops in microservice environments.
- CHAT-17255 — Addresses chat transfer failures, clarifying that transfers require an available agent in the target language.
- CHAT-17265 — Identifies that widget dropping issues on specific sites are duplicates of existing known issues.
- CHAT-17290 — Resolves script search failures for LocaliQ accounts by identifying a conflict with the 'Enable Enhanced Search' flag.
Overview
This documentation covers a series of enhancements and stability improvements for the chat widget, specifically focusing on the Microservices architecture. These updates ensure parity between legacy and microservice-based implementations, addressing UI inconsistencies, interaction flow errors, and animation behaviors.
Core Functionality
Poke Messages
Poke messages are designed to re-engage users during a chat session. They are triggered automatically after a random delay (60 to 180 seconds) to encourage continued interaction. These messages are now fully supported for both Virtual Agent (VA) and live agent accounts within the microservices environment.
Pre-Chat and Interaction Flows
- Pre-Chat Loading: The widget is optimized to ensure consistent loading behavior across standard and microservice-based environments.
- Quick Replies: Users can utilize the "Skip this question" functionality for multiple-choice quick replies. The system correctly processes these inputs to advance the conversation flow.
- Multi-Select Styling: Multi-select questions now adhere to branded theme requirements, including proper border/outline rendering and correct text color application.
- Piped Messages: The system ensures that piped messages in ScriptBot flows are rendered exactly once, preventing duplication when they appear as the final message in a sequence.
UI and Accessibility
- Scrollbars: Pre-chat forms now include a scrollbar when the number of options exceeds the visible container area, ensuring all choices are accessible.
- Widget Controls: The cross (close) button and chat bar visibility toggles are fully functional in the microservices environment.
- Mobile Responsiveness: The chat bar layout is optimized for mobile devices to prevent distortion or display errors.
Ticket coverage
- CHAT-17082 — Resolved an issue where poke messages failed to appear for live agent accounts.
- CHAT-17096 — Addressed technical limitations preventing poke messages from functioning within the microservice architecture.
- CHAT-17097 — Standardized the pre-chat widget loading behavior across different hosting environments.
- CHAT-17098 — Investigated and addressed UI distortions in the chat window caused by external website templates.
- CHAT-17099 — Removed unnecessary whitespace between the website and the chat tab.
- CHAT-17103 — Resolved a console error ("undefined" is not valid JSON) triggered during windowed mode interactions.
- CHAT-17108 — Documented as 'Won't Fix'; tooltip functionality for the "Hide Chevron" setting is not supported in the microservice version.
- CHAT-17109 — Disabled pre-chat animations in microservices to prioritize performance stability.
- CHAT-17115 — Fixed the cross button functionality in the standard-enabled microservice widget.
- CHAT-17118 — Corrected message drop animation overlaps and prevented re-triggering of messages upon widget reopening.
- CHAT-17119 — Fixed the non-functional "Skip this question" button for multiple-choice quick replies.
- CHAT-17120 — Standardized multi-select question styling to include proper outlines and theme-based text colors.
- CHAT-17130 — Fixed display issues affecting the chat bar on mobile devices.
- CHAT-17138 — Resolved the duplication of piped messages when used as the final message in a ScriptBot flow.
- CHAT-17150 — Implemented a scrollbar for pre-chat forms to handle long lists of options.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Legacy Admin Portal' refers to the existing internal configuration tool used by administrators.
- The 'MemoryTimeout' fix in CHAT-17416 is a backend optimization that does not require UI changes.
- The 'Unique Visitor' identification logic in CHAT-17461 is a backend/database-level improvement.
graph LR
A[Visitor Initiates Chat] --> B{Pipe Messages}
B --> C[Display Messages in Sequence]
C --> D[Open Chat DOM]
D --> E[Visitor Interacts with Quick Reply]
E --> F{URL Attached?}
F -- Yes --> G[Open URL in New Tab]
F -- No --> H[Continue Chat Flow]
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Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
Transcript and Messaging Enhancements
- Transcript System Messages: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- Pipe Message Sequencing: Pipe messages are now displayed in the correct order. When 'Launch Chat Window' is enabled, the DOM opens only after all pipe messages have been rendered.
- Poke Message Timing: Poke messages are now prevented from appearing instantly upon chat initiation, ensuring they do not overlap with the initial chat flow.
Quick Reply URL Functionality
Administrators can now embed a single URL within 'True/False' and 'Multiple Choice' quick reply options via the legacy admin portal. When a visitor selects such an option, the URL opens in a new browser tab. The system validates the URL format (supporting http, https, and standard domain formats) and provides error messaging if the input is invalid.
Invitation and Session Management
- Script Support: The invitation microservice now supports multiple legacy invitation script formats, including
invitation.ashx,invitation2.ashx,static.js, andapexchat.js. - Session Recovery: Fixes have been implemented to address issues where chat windows would freeze or become unresponsive after a session ended due to inactivity, ensuring a smoother transition for repeat visitors.
- Error Handling: Exceptions triggered by users denying microphone permissions for voice-to-speech features are now caught, preventing console errors.
Ticket coverage
- CHAT-17384 — Enhances transcript system messages to include both the user's name and phone number for text transfers.
- CHAT-17387 — Resolves console exceptions occurring when a user denies microphone permissions.
- CHAT-17396 — Ensures the chat window opens correctly when a user clicks the prechat icon after closing the DOM.
- CHAT-17398 — Fixes an issue where response freezing (using '::') failed in specific company scripts.
- CHAT-17399 — Corrects the display sequence of pipe messages and ensures the DOM opens only after all messages are rendered.
- CHAT-17405 — Fixes the incorrect sequence of pipe messages when the 'Launch Chat Window' feature is disabled.
- CHAT-17406 — Prevents poke messages from appearing instantly, ensuring they follow the initial chat flow.
- CHAT-17416 — Resolves a MemoryTimeout issue in the MS invitation service.
- CHAT-17431 — Adds support for multiple legacy invitation script formats in the invitation microservice.
- CHAT-17434 — Enables the addition of URLs to quick reply selections, which open in a new tab upon visitor selection.
- CHAT-17444 — Investigated and closed as 'Won't Fix' due to inability to reproduce; likely a caching issue.
- CHAT-17461 — Defines new fallback logic for unique visitor identification using Email, Phone, and Browser cookies to prevent grouping errors.
- CHAT-17467 — Addresses issues where the chat window would freeze or block new sessions after an inactivity timeout.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
Transcript and Messaging Enhancements
- Transcript System Messages: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- Pipe Message Sequencing: Pipe messages are now displayed in the correct order. When 'Launch Chat Window' is enabled, the DOM opens only after all pipe messages have been rendered.
- Poke Message Timing: Poke messages are now prevented from appearing instantly upon chat initiation, ensuring they do not overlap with the initial chat flow.
Quick Reply URL Functionality
Administrators can now embed a single URL within 'True/False' and 'Multiple Choice' quick reply options via the legacy admin portal. When a visitor selects such an option, the URL opens in a new browser tab. The system validates the URL format (supporting http, https, and standard domain formats) and provides error messaging if the input is invalid.
Invitation and Session Management
- Script Support: The invitation microservice now supports multiple legacy invitation script formats, including
invitation.ashx,invitation2.ashx,static.js, andapexchat.js. - Session Recovery: Fixes have been implemented to address issues where chat windows would freeze or become unresponsive after a session ended due to inactivity, ensuring a smoother transition for repeat visitors.
- Error Handling: Exceptions triggered by users denying microphone permissions for voice-to-speech features are now caught, preventing console errors.
Ticket coverage
- CHAT-17384 — Enhances transcript system messages to include both the user's name and phone number for text transfers.
- CHAT-17387 — Resolves console exceptions occurring when a user denies microphone permissions.
- CHAT-17396 — Ensures the chat window opens correctly when a user clicks the prechat icon after closing the DOM.
- CHAT-17398 — Fixes an issue where response freezing (using '::') failed in specific company scripts.
- CHAT-17399 — Corrects the display sequence of pipe messages and ensures the DOM opens only after all messages are rendered.
- CHAT-17405 — Fixes the incorrect sequence of pipe messages when the 'Launch Chat Window' feature is disabled.
- CHAT-17406 — Prevents poke messages from appearing instantly, ensuring they follow the initial chat flow.
- CHAT-17416 — Resolves a MemoryTimeout issue in the MS invitation service.
- CHAT-17431 — Adds support for multiple legacy invitation script formats in the invitation microservice.
- CHAT-17434 — Enables the addition of URLs to quick reply selections, which open in a new tab upon visitor selection.
- CHAT-17444 — Investigated and closed as 'Won't Fix' due to inability to reproduce; likely a caching issue.
- CHAT-17461 — Defines new fallback logic for unique visitor identification using Email, Phone, and Browser cookies to prevent grouping errors.
- CHAT-17467 — Addresses issues where the chat window would freeze or block new sessions after an inactivity timeout.
CHAT-17082
CHAT-17096
CHAT-17097
CHAT-17098
CHAT-17099
CHAT-17103
CHAT-17108
CHAT-17109
CHAT-17115
CHAT-17118
CHAT-17119
CHAT-17120
CHAT-17130
CHAT-17138
CHAT-17150
CHAT-17227
CHAT-17228
CHAT-17229
CHAT-17234
CHAT-17255
CHAT-17265
CHAT-17290
CHAT-17384
CHAT-17387
CHAT-17396
CHAT-17398
CHAT-17399
CHAT-17405
CHAT-17406
CHAT-17416
CHAT-17431
CHAT-17434
CHAT-17444
CHAT-17461
CHAT-17467
Chat Widget Branding and Styling
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation outlines recent enhancements and fixes applied to the chat widget's branding, styling, and responsive UI components. These updates ensure consistent visual presentation across different service architectures and device types.
Styling Enhancements
- Transfer Language Button: The font color for the language transfer button is now explicitly set to white to ensure readability.
- Suggestive Mode Background: The background color for suggestive mode elements has been updated to
#c8e6e6to align with updated design guidelines. - CTA Alignment: Call-to-Action (CTA) options are now constrained to a single line. The system logic prevents unnecessary font size reduction for standard-length text, ensuring consistent UI alignment on both desktop and mobile devices.
Branding and Architecture Compatibility
- Logo Rendering: The EP branding logo is now correctly scaled and rendered on the new widget skin, resolving previous distortion issues.
- Service Architecture Constraints: The new widget theme is optimized for microservices-based environments. Applying the new widget theme to legacy service environments may result in visual distortions; therefore, it is recommended to maintain architectural parity when deploying new themes.
Ticket coverage
- CHAT-17077 — Updates the transfer language button font color to white for improved accessibility.
- CHAT-17080 — Adjusts the suggestive mode background color to #c8e6e6.
- CHAT-17124 — Fixes EP branding logo distortion on the new widget skin to ensure proper aspect ratio and fit.
- CHAT-17137 — Documents the architectural requirement that the new widget theme must be used within a microservices environment to prevent UI distortion.
- CHAT-17146 — Ensures CTA options remain on a single line and prevents improper font scaling for standard-length text.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy' environment refers to non-microservice architectures.
- The 'Border Style' dropdown is available globally for all profiles regardless of architecture.
- The fix for CHAT-17298 ensures that legacy mobile profiles now respect the same margin logic as microservice profiles.
graph TD
A[User Selects Theme] --> B{Theme Type}
B -- RD Theme --> C[Default Border: Squared]
B -- RD Plus --> D[Default Border: Rounded]
C --> E[Apply Portal Margin Settings]
D --> E
E --> F[Render Widget]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation outlines enhancements and fixes applied to the chat widget's branding, styling, and responsive UI components. These updates ensure consistent visual presentation across different service architectures and device types.
Styling Enhancements
- Transfer Language Button: The font color for the language transfer button is now explicitly set to white to ensure readability.
- Suggestive Mode Background: The background color for suggestive mode elements has been updated to
#c8e6e6to align with updated design guidelines. - CTA Alignment: Call-to-Action (CTA) options are now constrained to a single line. The system logic prevents unnecessary font size reduction for standard-length text, ensuring consistent UI alignment on both desktop and mobile devices.
- Margin Settings: Margin configurations defined in the portal are now correctly applied to both desktop and mobile profiles within microservice-based environments. Legacy environments have been patched to ensure mobile profile margin consistency.
- Border Styling: A new 'Border Style' dropdown has been added to the portal under Profile > Chat Bar. Default behaviors are theme-dependent: 'RD Theme' defaults to 'Squared', while 'RD Plus' defaults to 'Rounded'.
Branding and Architecture Compatibility
- Logo Rendering: The EP branding logo is now correctly scaled and rendered on the new widget skin, resolving previous distortion issues.
- Service Architecture Constraints: The new widget theme is optimized for microservices-based environments. Applying the new widget theme to legacy service environments may result in visual distortions; therefore, it is recommended to maintain architectural parity when deploying new themes.
Ticket coverage
- CHAT-17077 — Updates the transfer language button font color to white for improved accessibility.
- CHAT-17080 — Adjusts the suggestive mode background color to #c8e6e6.
- CHAT-17124 — Fixes EP branding logo distortion on the new widget skin to ensure proper aspect ratio and fit.
- CHAT-17137 — Documents the architectural requirement that the new widget theme must be used within a microservices environment to prevent UI distortion.
- CHAT-17146 — Ensures CTA options remain on a single line and prevents improper font scaling for standard-length text.
- CHAT-17293 — Resolves issues where portal margin settings were not reflecting on chat widgets in microservice invitations.
- CHAT-17298 — Fixes margin setting inconsistencies for mobile profiles in legacy environments.
- CHAT-17261 — Introduces a configurable Border Style dropdown in the portal with theme-specific default logic.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines enhancements and fixes applied to the chat widget's branding, styling, and responsive UI components. These updates ensure consistent visual presentation across different service architectures and device types.
Styling Enhancements
- Transfer Language Button: The font color for the language transfer button is now explicitly set to white to ensure readability.
- Suggestive Mode Background: The background color for suggestive mode elements has been updated to
#c8e6e6to align with updated design guidelines. - CTA Alignment: Call-to-Action (CTA) options are now constrained to a single line. The system logic prevents unnecessary font size reduction for standard-length text, ensuring consistent UI alignment on both desktop and mobile devices.
- Margin Settings: Margin configurations defined in the portal are now correctly applied to both desktop and mobile profiles within microservice-based environments. Legacy environments have been patched to ensure mobile profile margin consistency.
- Border Styling: A new 'Border Style' dropdown has been added to the portal under Profile > Chat Bar. Default behaviors are theme-dependent: 'RD Theme' defaults to 'Squared', while 'RD Plus' defaults to 'Rounded'.
Branding and Architecture Compatibility
- Logo Rendering: The EP branding logo is now correctly scaled and rendered on the new widget skin, resolving previous distortion issues.
- Service Architecture Constraints: The new widget theme is optimized for microservices-based environments. Applying the new widget theme to legacy service environments may result in visual distortions; therefore, it is recommended to maintain architectural parity when deploying new themes.
Ticket coverage
- CHAT-17077 — Updates the transfer language button font color to white for improved accessibility.
- CHAT-17080 — Adjusts the suggestive mode background color to #c8e6e6.
- CHAT-17124 — Fixes EP branding logo distortion on the new widget skin to ensure proper aspect ratio and fit.
- CHAT-17137 — Documents the architectural requirement that the new widget theme must be used within a microservices environment to prevent UI distortion.
- CHAT-17146 — Ensures CTA options remain on a single line and prevents improper font scaling for standard-length text.
- CHAT-17293 — Resolves issues where portal margin settings were not reflecting on chat widgets in microservice invitations.
- CHAT-17298 — Fixes margin setting inconsistencies for mobile profiles in legacy environments.
- CHAT-17261 — Introduces a configurable Border Style dropdown in the portal with theme-specific default logic.
Chat Widget Stability and Validation Improvements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumed that 'Web-to-Text' refers to the specific feature set allowing chat sessions to transition into SMS or text-based communication.
- Assumed that the 'Exit Pop-up' is a standard retention or confirmation modal triggered upon user attempt to close the chat window.
- Assumed that the console errors in CHAT-17148 were related to CORS or domain-specific security policies given the mention of different hosts/domains.
graph LR
A[Load Pre-Chat Widget] --> B{Widget Fully Rendered?}
B -- No --> C[Hide Close Icon]
B -- Yes --> D[Display Close Icon]
D --> E[User Initiates Transfer]
E --> F[Maintain Chat Metadata]
F --> G[Chat Ends]
G --> H[Update 'Ended on' Timestamp]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers recent stability and UI improvements for the chat widget, focusing on data integrity, rendering behavior, and error handling.
Key Features and Fixes
Web-to-Text Data Integrity
Resolved an issue where chats were incorrectly marked as 'blank' during user-initiated transfers. The system now correctly maintains chat metadata when a session is transferred to an agent.
Widget Rendering and UI
- Pre-Chat Widget: The close (cross) icon now respects the widget rendering lifecycle. It remains hidden until the pre-chat widget is fully loaded, preventing visual glitches.
- Exit Pop-up: Resolved a regression in the Beta environment where the exit pop-up failed to trigger. The pop-up now displays consistently across environments.
Timestamp Accuracy
Corrected logic for chat duration tracking. Active chats that have not yet concluded will show an empty 'Ended on' field rather than incorrect or placeholder data. Once a chat session is terminated, the system accurately populates the 'Ended on' timestamp.
Error Handling
Addressed intermittent console errors related to cross-domain microservice communication.
Ticket coverage
- CHAT-17087 — Fixes a bug where chats were incorrectly labeled as blank during user-initiated transfers.
- CHAT-17088 — Ensures the close icon only renders after the pre-chat widget has fully loaded.
- CHAT-17089 — Restores the functionality of the exit pop-up in the Beta environment.
- CHAT-17102 — Corrects timestamp logic so that active, ongoing chats do not display incorrect 'Ended on' dates.
- CHAT-17117 — Investigated console errors on Safari 16.6; determined to be non-replicable and marked as 'Won't Fix'.
- CHAT-17148 — Resolved intermittent console errors occurring across different microservice hosts/domains.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent stability and UI improvements for the chat widget, focusing on data integrity, rendering behavior, and error handling.
Key Features and Fixes
Web-to-Text Data Integrity
Resolved an issue where chats were incorrectly marked as 'blank' during user-initiated transfers. The system now correctly maintains chat metadata when a session is transferred to an agent.
Widget Rendering and UI
- Pre-Chat Widget: The close (cross) icon now respects the widget rendering lifecycle. It remains hidden until the pre-chat widget is fully loaded, preventing visual glitches.
- Exit Pop-up: Resolved a regression in the Beta environment where the exit pop-up failed to trigger. The pop-up now displays consistently across environments.
Timestamp Accuracy
Corrected logic for chat duration tracking. Active chats that have not yet concluded will show an empty 'Ended on' field rather than incorrect or placeholder data. Once a chat session is terminated, the system accurately populates the 'Ended on' timestamp.
Error Handling
Addressed intermittent console errors related to cross-domain microservice communication.
Ticket coverage
- CHAT-17087 — Fixes a bug where chats were incorrectly labeled as blank during user-initiated transfers.
- CHAT-17088 — Ensures the close icon only renders after the pre-chat widget has fully loaded.
- CHAT-17089 — Restores the functionality of the exit pop-up in the Beta environment.
- CHAT-17102 — Corrects timestamp logic so that active, ongoing chats do not display incorrect 'Ended on' dates.
- CHAT-17117 — Investigated console errors on Safari 16.6; determined to be non-replicable and marked as 'Won't Fix'.
- CHAT-17148 — Resolved intermittent console errors occurring across different microservice hosts/domains.
Appointment Scheduler Core Logic Enhancements
▶ 1 earlier version
▶ 3 assumptions
Overview
The Appointment Scheduler system provides a centralized framework for managing company-wide booking capabilities. It supports a transition from legacy third-party providers (Nylas) to an in-house solution (Blazeo Scheduler), allowing for brand customization and streamlined representative management.
Configuration and Setup
Users can enable appointment scheduling via the 'General' settings tab. The system supports two providers: Nylas and the Blazeo Scheduler.
Blazeo Scheduler Management
Within the Blazeo Scheduler, administrators can manage company representatives. The management interface displays:
- Representative Details: ID, User Alias, Email, Email Sent status, Date/Time, and System Status.
- Actions: Administrators can remove representatives or access the 'View Page' button to preview the scheduling interface.
Appearance Customization
To align with brand identity, the Blazeo Scheduler allows for the following visual configurations:
- Branding: Upload a company logo (subject to system size constraints).
- Theming: Apply a custom color palette to day highlights, close icons, and buttons.
- Messaging: Customize the post-booking 'Thank You' message.
Onboarding and Migration
The onboarding flow is designed to support both legacy and new scheduling solutions. Data mapping ensures that existing configurations are preserved during the migration from Nylas to the in-house solution.
Error Handling
Recent updates have resolved 'Access blocked: This app’s request is invalid' errors that previously prevented representatives from completing calendar authorization (Google/Outlook) during the onboarding process.
Ticket coverage
- CHAT-17091 — Introduces appearance customization settings including logo uploads, color palette selection, and custom thank-you messaging.
- CHAT-17092 — Implements the transition logic from Nylas to the in-house scheduler, ensuring backward compatibility and data mapping during onboarding.
- CHAT-17093 — Adds the core settings interface for enabling scheduling, selecting providers, and managing company representatives.
- CHAT-17104 — Fixes a critical authorization error preventing Google Calendar integration during onboarding.
- CHAT-17111 — Fixes a critical authorization error preventing Outlook Calendar integration during onboarding.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumed that the 'White Glove' and 'Self Serve' terminology refers to specific internal configuration modes for the appointment scheduler.
- Assumed that the fix for CHAT-17972 was verified as resolved despite initial reports of it being non-reproducible.
- Assumed that the dynamic key handling for phone numbers in CHAT-17985 applies to all standard booking fields.
graph LR
A[User Initiates Booking] --> B{Check Reseller Host}
B -- Yes/No --> C[Map Chat/Field Data to Nylas]
C --> D[Validate URL/Name]
D --> E[Create Calendar Event]
E --> F[Trigger Confirmation Emails & Dashboard Message]
F --> G[Update Chat Status]
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Overview
This documentation covers recent updates to the Appointment Scheduler core logic, focusing on URL validation, reseller host integration, data mapping for Nylas booking forms, and field population logic.
URL Validation and Special Characters
The system now correctly handles appointment names containing the ampersand ("&") character. Previously, the system incorrectly flagged these as "URL in use" errors. The validation logic has been updated to permit these characters, ensuring that appointment pages are created successfully without blocking the user.
Reseller Host Booking Flow
Appointments scheduled for companies utilizing a Reseller Host now complete the full booking lifecycle. Previously, while a calendar event was created, the booking process failed to trigger downstream actions. The system now ensures:
- Confirmation emails are sent to both the visitor and the representative.
- A system message is generated on the Dashboard.
- The appointment status in the Chats section updates from "Sent" to the appropriate confirmed state.
Nylas Booking Form Data Population
Long Text Fields
The system supports the inclusion of "Long Text" type fields within Nylas booking forms. These fields are now correctly captured and populated in both "Booking Confirmed" and "HTML Lead" email notifications.
Field Mapping (Name, Email, Phone)
The system now automatically maps and pushes values from the chatroom or existing fields into the Nylas booking form fields. To handle dynamic key generation in Nylas (where keys like phone_number may be appended with suffixes like _1 if a collision occurs), the system logic has been updated to dynamically identify and map these fields correctly across both Self-Serve and White Glove appointment flows.
Ticket coverage
- CHAT-17958 — Resolves a bug where appointment names containing "&" triggered a false "URL in use" error.
- CHAT-17968 — Fixes an issue where appointments for companies with a Reseller Host failed to trigger confirmation emails, dashboard messages, and status updates.
- CHAT-17972 — Ensures that "Long Text" type fields in Nylas booking forms are correctly populated in confirmation and lead emails.
- CHAT-17985 — Implements logic to map chatroom/field data to Nylas booking fields, including handling for auto-generated dynamic field keys.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Appointment Scheduler core logic, focusing on URL validation, reseller host integration, data mapping for Nylas booking forms, and field population logic.
URL Validation and Special Characters
The system now correctly handles appointment names containing the ampersand ("&") character. Previously, the system incorrectly flagged these as "URL in use" errors. The validation logic has been updated to permit these characters, ensuring that appointment pages are created successfully without blocking the user.
Reseller Host Booking Flow
Appointments scheduled for companies utilizing a Reseller Host now complete the full booking lifecycle. Previously, while a calendar event was created, the booking process failed to trigger downstream actions. The system now ensures:
- Confirmation emails are sent to both the visitor and the representative.
- A system message is generated on the Dashboard.
- The appointment status in the Chats section updates from "Sent" to the appropriate confirmed state.
Nylas Booking Form Data Population
Long Text Fields
The system supports the inclusion of "Long Text" type fields within Nylas booking forms. These fields are now correctly captured and populated in both "Booking Confirmed" and "HTML Lead" email notifications.
Field Mapping (Name, Email, Phone)
The system now automatically maps and pushes values from the chatroom or existing fields into the Nylas booking form fields. To handle dynamic key generation in Nylas (where keys like phone_number may be appended with suffixes like _1 if a collision occurs), the system logic has been updated to dynamically identify and map these fields correctly across both Self-Serve and White Glove appointment flows.
Ticket coverage
- CHAT-17958 — Resolves a bug where appointment names containing "&" triggered a false "URL in use" error.
- CHAT-17968 — Fixes an issue where appointments for companies with a Reseller Host failed to trigger confirmation emails, dashboard messages, and status updates.
- CHAT-17972 — Ensures that "Long Text" type fields in Nylas booking forms are correctly populated in confirmation and lead emails.
- CHAT-17985 — Implements logic to map chatroom/field data to Nylas booking fields, including handling for auto-generated dynamic field keys.
AI Chatbot Response Management v2: Enhancements and API Integration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The '4 to 5 options' threshold for the scrollbar is interpreted as a hard limit where 5 is the trigger point for visibility.
- The RAG Model APIs are intended for backend integration and do not have a direct UI component in the current scope.
- The 'Legacy & Blazeo.AI Service' refers to the two distinct infrastructure environments supported by the platform.
graph LR
A[User Interaction] --> B{Action Type}
B -->|Select Option| C[Check Option Count]
C -->|<= 4| D[Hide Scrollbar]
C -->|> 4| E[Show Scrollbar]
B -->|DateTime Input| F[Send Single API Request]
B -->|Video Greet| G[Render Piped Message Once]
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Overview
This documentation covers recent updates to the AI Chatbot Response Management system, focusing on UI/UX refinements, bug fixes for message handling, and the introduction of new API capabilities for RAG (Retrieval-Augmented Generation) model integration.
UI/UX Enhancements
Scrolling Behavior
The chatbot interface now intelligently manages the display of scrolling controls. The scrollbar/scrolling button is suppressed when the number of options is low (4 or fewer) to prevent unnecessary UI clutter. The scrolling mechanism is automatically triggered only when the number of available options exceeds the threshold, ensuring a cleaner interface for end-users.
Message Handling and Performance
Suggestive AI Cleanup
System-generated suggested responses are now sanitized to remove HTML markup. The AI engine delivers plain-text suggestions, ensuring that formatting tags do not appear in the chat interface.
Video Greet Widget Logic
A fix has been implemented for the Video Greet widget. Previously, when a 'Contact Info QR' (Text Type) was followed by a piped question, the system erroneously repeated the first piped message three times. The system now correctly renders the piped message exactly once.
DateTime Request Optimization
To improve server performance and reduce latency, the system has been optimized to prevent redundant API requests during DateTime selection interactions. The system now sends a single, consolidated request to the server, eliminating multiple unnecessary calls.
RAG Model API Integration
New API endpoints have been introduced to support RAG model functionality for both Legacy and Blazeo.AI services:
- Custom Questions API: Enables the management and submission of custom questions for RAG model training and inference.
- URL Upload API: Facilitates the ingestion of external content via URL for RAG model knowledge base updates.
Ticket coverage
- CHAT-17175 — Sanitizes AI-suggested responses by stripping HTML markup before display.
- CHAT-17162 — Adjusts the scrollbar visibility logic to only appear when more than 4-5 options are present.
- CHAT-17169 — Resolves a bug where piped messages were incorrectly repeated three times following a Contact Info QR in the Video Greet widget.
- CHAT-17209 — Optimizes network traffic by preventing multiple redundant server requests during DateTime selection.
- CHAT-17218 — Implements a new API for managing RAG model custom questions across Legacy and Blazeo.AI services.
- CHAT-17219 — Implements a new API for handling RAG model URL-based content uploads.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the AI Chatbot Response Management system, focusing on UI/UX refinements, bug fixes for message handling, and the introduction of new API capabilities for RAG (Retrieval-Augmented Generation) model integration.
UI/UX Enhancements
Scrolling Behavior
The chatbot interface now intelligently manages the display of scrolling controls. The scrollbar/scrolling button is suppressed when the number of options is low (4 or fewer) to prevent unnecessary UI clutter. The scrolling mechanism is automatically triggered only when the number of available options exceeds the threshold, ensuring a cleaner interface for end-users.
Message Handling and Performance
Suggestive AI Cleanup
System-generated suggested responses are now sanitized to remove HTML markup. The AI engine delivers plain-text suggestions, ensuring that formatting tags do not appear in the chat interface.
Video Greet Widget Logic
A fix has been implemented for the Video Greet widget. Previously, when a 'Contact Info QR' (Text Type) was followed by a piped question, the system erroneously repeated the first piped message three times. The system now correctly renders the piped message exactly once.
DateTime Request Optimization
To improve server performance and reduce latency, the system has been optimized to prevent redundant API requests during DateTime selection interactions. The system now sends a single, consolidated request to the server, eliminating multiple unnecessary calls.
RAG Model API Integration
New API endpoints have been introduced to support RAG model functionality for both Legacy and Blazeo.AI services:
- Custom Questions API: Enables the management and submission of custom questions for RAG model training and inference.
- URL Upload API: Facilitates the ingestion of external content via URL for RAG model knowledge base updates.
Ticket coverage
- CHAT-17175 — Sanitizes AI-suggested responses by stripping HTML markup before display.
- CHAT-17162 — Adjusts the scrollbar visibility logic to only appear when more than 4-5 options are present.
- CHAT-17169 — Resolves a bug where piped messages were incorrectly repeated three times following a Contact Info QR in the Video Greet widget.
- CHAT-17209 — Optimizes network traffic by preventing multiple redundant server requests during DateTime selection.
- CHAT-17218 — Implements a new API for managing RAG model custom questions across Legacy and Blazeo.AI services.
- CHAT-17219 — Implements a new API for handling RAG model URL-based content uploads.
Chat Widget Microservices UI Sanity and Optimization
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'New Portal' and 'Microservices environment' refer to the same architectural transition.
- The 'Legacy Services' widget serves as the baseline for all UI/UX parity requirements.
- Third-party caching issues are considered a configuration/environment issue rather than a software bug.
graph LR
A[Widget Load] --> B{Check Active Features}
B -->|Video Greet Active| C[Suppress Pre-chat Bubble]
B -->|Standard| D[Render Chat Bar]
C --> E[User Interaction]
D --> E
E --> F[Process Piped Messages]
F --> G[Session Completion]
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Overview
This documentation covers the UI/UX refinements and functional stability improvements for the Chat Widget within the microservices-based architecture. These updates ensure parity between the legacy services widget and the new microservices implementation, focusing on visual alignment, text rendering, and mobile responsiveness.
Core Capabilities
- Visual Consistency: Standardizes the chat bar layout, removing excessive white space and ensuring uniform div sizing and alignment across web and mobile platforms.
- Text Rendering: Ensures full text labels (e.g., "LIVE CHAT", "TEXT US") are displayed without truncation or ellipses.
- Mobile Optimization: Corrects UI distortions in mobile-specific elements, including the removal of unnecessary white space below the "Powered by Blazeo" label and the proper rendering of the Date of Birth (DOB) input fields.
- Functional Integrity: Ensures chat sessions persist until all queued messages are delivered and prevents the pre-chat bubble from overlapping with active Video Greet widgets.
User Flow: Chat Widget Interaction
- Initialization: The widget loads based on the account profile settings.
- Rendering: The chat bar renders with aligned edges and correct labels.
- Engagement: If a user initiates a Video Greet, the pre-chat bubble is suppressed to avoid UI clutter.
- Data Input: When interacting with forms (e.g., DOB), the UI adapts to native mobile browser constraints (Chrome/Safari).
- Completion: All piped messages are delivered before the session terminates.
Business Rules & Constraints
- Caching: The widget relies on real-time data; third-party caching (e.g., NitroJS) can cause widget failure. Clients are advised against caching real-time service scripts.
- Browser Behavior: Native mobile browsers (Chrome/Safari) do not support placeholders for date/time inputs; UI adjustments (caret removal, background styling) are applied to mitigate this.
- Video Greet Priority: The Video Greet widget takes precedence over the pre-chat bubble; the bubble only appears if the Video Greet widget is minimized.
Ticket coverage
- CHAT-17152 — Removes excessive empty space between the Chat bar and Pre-chat button to match legacy service standards.
- CHAT-17153 — Confirmed that chat bar edge misalignment was a visual artifact of border colors; no code changes required.
- CHAT-17154 — Fixes text truncation issues, ensuring "LIVE CHAT" and "TEXT US" labels appear in full.
- CHAT-17156 — Removes extraneous white space appearing below the "Powered by Blazeo" label on mobile devices.
- CHAT-17157 — Corrects the alignment and centering of the chat bar across both legacy and microservice environments.
- CHAT-17158 — Fixes UI misalignment and ensures equal div distribution within the chat bar for the New portal.
- CHAT-17159 — Restores the missing mobile icon on the chat bar within the microservices environment.
- CHAT-17160 — Resolves rendering issues preventing the Live Chat tab from displaying correctly.
- CHAT-17163 — Ensures chat sessions remain active until all piped messages are fully delivered.
- CHAT-17165 — Identifies that widget loading failures on live accounts are due to third-party caching libraries rather than core code issues.
- CHAT-17168 — Corrects the widget size for Video Greet in the Beta environment to match production standards.
- CHAT-17205 — Prevents the pre-chat bubble from appearing while a Video Greet widget is active.
- CHAT-17213 — Fixes UI distortions for Date of Birth QR inputs on mobile by adjusting background and caret styles to accommodate native browser limitations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the UI/UX refinements and functional stability improvements for the Chat Widget within the microservices-based architecture. These updates ensure parity between the legacy services widget and the new microservices implementation, focusing on visual alignment, text rendering, and mobile responsiveness.
Core Capabilities
- Visual Consistency: Standardizes the chat bar layout, removing excessive white space and ensuring uniform div sizing and alignment across web and mobile platforms.
- Text Rendering: Ensures full text labels (e.g., "LIVE CHAT", "TEXT US") are displayed without truncation or ellipses.
- Mobile Optimization: Corrects UI distortions in mobile-specific elements, including the removal of unnecessary white space below the "Powered by Blazeo" label and the proper rendering of the Date of Birth (DOB) input fields.
- Functional Integrity: Ensures chat sessions persist until all queued messages are delivered and prevents the pre-chat bubble from overlapping with active Video Greet widgets.
User Flow: Chat Widget Interaction
- Initialization: The widget loads based on the account profile settings.
- Rendering: The chat bar renders with aligned edges and correct labels.
- Engagement: If a user initiates a Video Greet, the pre-chat bubble is suppressed to avoid UI clutter.
- Data Input: When interacting with forms (e.g., DOB), the UI adapts to native mobile browser constraints (Chrome/Safari).
- Completion: All piped messages are delivered before the session terminates.
Business Rules & Constraints
- Caching: The widget relies on real-time data; third-party caching (e.g., NitroJS) can cause widget failure. Clients are advised against caching real-time service scripts.
- Browser Behavior: Native mobile browsers (Chrome/Safari) do not support placeholders for date/time inputs; UI adjustments (caret removal, background styling) are applied to mitigate this.
- Video Greet Priority: The Video Greet widget takes precedence over the pre-chat bubble; the bubble only appears if the Video Greet widget is minimized.
Ticket coverage
- CHAT-17152 — Removes excessive empty space between the Chat bar and Pre-chat button to match legacy service standards.
- CHAT-17153 — Confirmed that chat bar edge misalignment was a visual artifact of border colors; no code changes required.
- CHAT-17154 — Fixes text truncation issues, ensuring "LIVE CHAT" and "TEXT US" labels appear in full.
- CHAT-17156 — Removes extraneous white space appearing below the "Powered by Blazeo" label on mobile devices.
- CHAT-17157 — Corrects the alignment and centering of the chat bar across both legacy and microservice environments.
- CHAT-17158 — Fixes UI misalignment and ensures equal div distribution within the chat bar for the New portal.
- CHAT-17159 — Restores the missing mobile icon on the chat bar within the microservices environment.
- CHAT-17160 — Resolves rendering issues preventing the Live Chat tab from displaying correctly.
- CHAT-17163 — Ensures chat sessions remain active until all piped messages are fully delivered.
- CHAT-17165 — Identifies that widget loading failures on live accounts are due to third-party caching libraries rather than core code issues.
- CHAT-17168 — Corrects the widget size for Video Greet in the Beta environment to match production standards.
- CHAT-17205 — Prevents the pre-chat bubble from appearing while a Video Greet widget is active.
- CHAT-17213 — Fixes UI distortions for Date of Birth QR inputs on mobile by adjusting background and caret styles to accommodate native browser limitations.
Appointment Scheduler and Provisioning Logic Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Admin' role refers to a specific system-level permission set distinct from standard partner portal users.
- The 'Provisioning Request Completed' email is an automated system notification triggered upon successful form submission.
- The 'Suggestive' and 'Auto-pilot' modes represent distinct backend AI behaviors that are triggered by the provisioning selection.
graph LR
A[Start Provisioning] --> B{AI Chatbot Enabled?}
B -- Yes --> C[Select Mode: Suggestive or Auto-pilot]
C --> D{Valid Selection?}
D -- No --> E[Show Error Message]
E --> C
D -- Yes --> F[Save Provisioning]
B -- No --> F
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Overview
This documentation outlines the updated provisioning logic for the Appointment Scheduler, Voice tabs, and the introduction of AI Chatbot configuration within the partner portal. These updates ensure administrative access consistency and provide granular control over AI-driven chat features.
Administrative Access Logic
To ensure consistent management capabilities, the 'Voice' and 'Appointment Scheduling' tabs are now permanently enabled for Admin users. This override ignores host-level configuration settings, ensuring that Admins retain full visibility, accessibility, and editability of these features regardless of the host's specific flag status.
AI Chatbot Provisioning
A new 'AI Chatbot' configuration flag has been introduced to the provisioning form.
- Activation: When the 'AI Chatbot' flag is toggled on, the user is required to select an AI mode.
- Mode Selection: Users must choose between 'Suggestive' or 'Auto-pilot'.
- Validation: Selection is mandatory if the AI Chatbot flag is enabled. The system prevents saving or proceeding if the flag is active but no mode is selected, displaying a user-friendly error message.
- Constraints: Users cannot select both modes simultaneously.
Provisioning Email Enhancements
To improve client onboarding, the 'Provisioning Request Completed' email now includes a mandatory instruction section regarding caching mechanisms (e.g., NitroJS, wp_cache). This section directs clients to specific documentation to prevent the chat widget from being incorrectly cached by their website infrastructure.
Troubleshooting Portal Visibility
Visibility of the Voice and Appointment tabs for non-admin users is dependent on the correct host configuration. If tabs are not appearing, ensure the user is associated with the correct host domain, as the system performs detection based on the login URL and host-specific settings.
Ticket coverage
- CHAT-17155 — Ensures Voice and Appointment Scheduling tabs are always enabled and editable for Admin users, overriding host-level flag settings.
- CHAT-17172 — Adds a mandatory instruction sentence to the provisioning completion email to guide clients on configuring caching plugins like NitroJS to prevent chat widget interference.
- CHAT-17173 — Clarifies that tab visibility for non-admin users is strictly tied to host-level flag configurations and correct domain/host mapping.
- CHAT-17177 — Adds an AI Chatbot flag to the provisioning form with mandatory 'Suggestive' or 'Auto-pilot' mode selection logic.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the updated provisioning logic for the Appointment Scheduler, Voice tabs, and the introduction of AI Chatbot configuration within the partner portal. These updates ensure administrative access consistency and provide granular control over AI-driven chat features.
Administrative Access Logic
To ensure consistent management capabilities, the 'Voice' and 'Appointment Scheduling' tabs are now permanently enabled for Admin users. This override ignores host-level configuration settings, ensuring that Admins retain full visibility, accessibility, and editability of these features regardless of the host's specific flag status.
AI Chatbot Provisioning
A new 'AI Chatbot' configuration flag has been introduced to the provisioning form.
- Activation: When the 'AI Chatbot' flag is toggled on, the user is required to select an AI mode.
- Mode Selection: Users must choose between 'Suggestive' or 'Auto-pilot'.
- Validation: Selection is mandatory if the AI Chatbot flag is enabled. The system prevents saving or proceeding if the flag is active but no mode is selected, displaying a user-friendly error message.
- Constraints: Users cannot select both modes simultaneously.
Provisioning Email Enhancements
To improve client onboarding, the 'Provisioning Request Completed' email now includes a mandatory instruction section regarding caching mechanisms (e.g., NitroJS, wp_cache). This section directs clients to specific documentation to prevent the chat widget from being incorrectly cached by their website infrastructure.
Troubleshooting Portal Visibility
Visibility of the Voice and Appointment tabs for non-admin users is dependent on the correct host configuration. If tabs are not appearing, ensure the user is associated with the correct host domain, as the system performs detection based on the login URL and host-specific settings.
Ticket coverage
- CHAT-17155 — Ensures Voice and Appointment Scheduling tabs are always enabled and editable for Admin users, overriding host-level flag settings.
- CHAT-17172 — Adds a mandatory instruction sentence to the provisioning completion email to guide clients on configuring caching plugins like NitroJS to prevent chat widget interference.
- CHAT-17173 — Clarifies that tab visibility for non-admin users is strictly tied to host-level flag configurations and correct domain/host mapping.
- CHAT-17177 — Adds an AI Chatbot flag to the provisioning form with mandatory 'Suggestive' or 'Auto-pilot' mode selection logic.
Billing and Subscription Management V2 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'new portal' refers to the unified interface where the Billing tab is being introduced.
- The system assumes that if only one card exists, it is treated as the default even if the flag is not explicitly set.
- QuickBooks and RightSignature API credentials are pre-configured in the environment.
graph LR
A[User Request] --> B{Check Role}
B -- Viewer --> C[View Only Data]
B -- Editor --> D[Manage Payment Methods/Invoices]
D --> E[Update Default Flag]
E --> F[Process Payment via Default Card]
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Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:
Billing Viewer
- Access: View-only access to Transaction History, Payment Methods, and Billing Details.
- Restrictions: Cannot download invoices, cannot edit/save payment methods, and the transaction amount column is hidden.
Billing Editor
- Full Access: Includes viewing, downloading, and exporting transactions, as well as adding, editing, or deleting payment methods and configuring auto-pay settings.
Payment Method Management
The system now supports a one-to-many relationship between accounts and credit cards. Users with the 'Billing Editor' role can manage multiple cards, designate a default card, and update existing card information. The system logic automatically selects the designated default card for processing payments.
Invoice and Terms Retrieval
The system integrates with QuickBooks and RightSignature to provide real-time access to financial documents. Invoices are retrieved based on the company or account ID, and PDF versions can be generated on demand.
Ticket coverage
- CHAT-17186 — Defines the scope and restrictions for Billing Viewer and Billing Editor roles.
- CHAT-17187 — Implements the transaction history viewing capabilities.
- CHAT-17188 — Implements credit card data structures and retrieval.
- CHAT-17189 — Establishes the framework for viewing billing information.
- CHAT-17193 — Adds Billing Viewer and Billing Editor roles to the Custom Roles management section.
- CHAT-17194 — Creates an API endpoint to fetch accepted Terms and Conditions via CompanyId.
- CHAT-17195 — Implements an API to retrieve invoices from the last year based on CompanyId or AccountId.
- CHAT-17196 — Creates an API endpoint to retrieve credit cards associated with a company or account.
- CHAT-17197 — Implements a method to retrieve invoice PDFs from QuickBooks using an invoice ID.
- CHAT-17198 — Adds an API endpoint to create new credit cards, restricted to Billing Editors.
- CHAT-17199 — Adds an API endpoint to remove credit cards, restricted to Billing Editors.
- CHAT-17200 — Adds an API endpoint to set a specific payment method as the default.
- CHAT-17201 — Adds an API endpoint to update existing credit card details.
- CHAT-17202 — Adds a 'Default' boolean flag to the CreditCard model and database table.
- CHAT-17203 — Updates business logic in QuickBooksManager to prioritize the default flag when processing payments.
- CHAT-17207 — Adds a UI dropdown in the core portal to select the billing provider.
- CHAT-17208 — Migrates the database schema from a one-to-one to a one-to-many relationship for credit cards.
- CHAT-17215 — Investigates and implements retrieval of terms and conditions from RightSignature.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:
Billing Viewer
- Access: View-only access to Transaction History, Payment Methods, and Billing Details.
- Restrictions: Cannot download invoices, cannot edit/save payment methods, and the transaction amount column is hidden.
Billing Editor
- Full Access: Includes viewing, downloading, and exporting transactions, as well as adding, editing, or deleting payment methods and configuring auto-pay settings.
Payment Method Management
The system now supports a one-to-many relationship between accounts and credit cards. Users with the 'Billing Editor' role can manage multiple cards, designate a default card, and update existing card information. The system logic automatically selects the designated default card for processing payments.
Invoice and Terms Retrieval
The system integrates with QuickBooks and RightSignature to provide real-time access to financial documents. Invoices are retrieved based on the company or account ID, and PDF versions can be generated on demand.
Ticket coverage
- CHAT-17186 — Defines the scope and restrictions for Billing Viewer and Billing Editor roles.
- CHAT-17187 — Implements the transaction history viewing capabilities.
- CHAT-17188 — Implements credit card data structures and retrieval.
- CHAT-17189 — Establishes the framework for viewing billing information.
- CHAT-17193 — Adds Billing Viewer and Billing Editor roles to the Custom Roles management section.
- CHAT-17194 — Creates an API endpoint to fetch accepted Terms and Conditions via CompanyId.
- CHAT-17195 — Implements an API to retrieve invoices from the last year based on CompanyId or AccountId.
- CHAT-17196 — Creates an API endpoint to retrieve credit cards associated with a company or account.
- CHAT-17197 — Implements a method to retrieve invoice PDFs from QuickBooks using an invoice ID.
- CHAT-17198 — Adds an API endpoint to create new credit cards, restricted to Billing Editors.
- CHAT-17199 — Adds an API endpoint to remove credit cards, restricted to Billing Editors.
- CHAT-17200 — Adds an API endpoint to set a specific payment method as the default.
- CHAT-17201 — Adds an API endpoint to update existing credit card details.
- CHAT-17202 — Adds a 'Default' boolean flag to the CreditCard model and database table.
- CHAT-17203 — Updates business logic in QuickBooksManager to prioritize the default flag when processing payments.
- CHAT-17207 — Adds a UI dropdown in the core portal to select the billing provider.
- CHAT-17208 — Migrates the database schema from a one-to-one to a one-to-many relationship for credit cards.
- CHAT-17215 — Investigates and implements retrieval of terms and conditions from RightSignature.
Web-to-Text Enhancements: Branding and Lead Capture
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'profile' mentioned refers to the company's global branding settings in the admin dashboard.
- The system uses existing validation logic for phone numbers, which is now extended to the name field.
- The 'windowed mode' refers to a specific UI state of the chat widget that previously bypassed CSS injection.
graph LR
A[Visitor clicks Switch to Text] --> B{Name already captured?}
B -- Yes --> C[Auto-fill name field]
B -- No --> D[Prompt for Name & Phone]
C --> E[Validate Fields]
D --> E
E -- Invalid --> F[Show Error Message]
E -- Valid --> G[Initiate Transfer]
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Overview
The Web-to-Text feature has been enhanced to provide greater control over visual branding and to improve lead quality by mandating visitor identification before a transfer occurs. These updates ensure that the "Switch to Text" interface aligns with company branding guidelines and that all incoming leads are properly attributed.
Visual Customization
Administrators can now apply specific branding settings to the "Switch to Text" button on the visitor-facing chat widget. This includes:
- Branding/Theme Colors: The button inherits the company's profile-defined theme colors.
- Gradient Support: Ability to apply gradient styling to the button.
- Border/Outstroke: Configuration options to apply borders or outstroke effects.
- Windowed Mode Support: These visual settings are now consistently applied regardless of whether the chat widget is in standard or windowed mode.
Lead Capture Requirements
To prevent the loss of potential leads, the Web-to-Text transfer process now requires the visitor's name in addition to their phone number.
Workflow
- Initiation: The visitor clicks the "Switch to Text" button.
- Data Validation: The system checks for an existing name (captured via Virtual Assistant, AI bot, or previous agent interaction).
- Input: If no name is found, the visitor is prompted to enter their name and phone number. Both fields are mandatory.
- Submission: The system validates the input. If the name is missing or invalid, a user-friendly error message is displayed, preventing the transfer until the information is provided.
Ticket coverage
- CHAT-17164 — Ensures company-defined color settings are correctly applied to the Web-to-Text button on the visitor side.
- CHAT-17179 — Introduces a mandatory name field for the Web-to-Text transfer process to improve lead quality and attribution.
- CHAT-17190 — Resolves issues where branding, gradients, and outstroke configurations were not correctly rendering on the Web-to-Text button.
- CHAT-17212 — Fixes a bug where Web-to-Text color settings failed to render when the chat widget was used in windowed mode.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Web-to-Text feature has been enhanced to provide greater control over visual branding and to improve lead quality by mandating visitor identification before a transfer occurs. These updates ensure that the "Switch to Text" interface aligns with company branding guidelines and that all incoming leads are properly attributed.
Visual Customization
Administrators can now apply specific branding settings to the "Switch to Text" button on the visitor-facing chat widget. This includes:
- Branding/Theme Colors: The button inherits the company's profile-defined theme colors.
- Gradient Support: Ability to apply gradient styling to the button.
- Border/Outstroke: Configuration options to apply borders or outstroke effects.
- Windowed Mode Support: These visual settings are now consistently applied regardless of whether the chat widget is in standard or windowed mode.
Lead Capture Requirements
To prevent the loss of potential leads, the Web-to-Text transfer process now requires the visitor's name in addition to their phone number.
Workflow
- Initiation: The visitor clicks the "Switch to Text" button.
- Data Validation: The system checks for an existing name (captured via Virtual Assistant, AI bot, or previous agent interaction).
- Input: If no name is found, the visitor is prompted to enter their name and phone number. Both fields are mandatory.
- Submission: The system validates the input. If the name is missing or invalid, a user-friendly error message is displayed, preventing the transfer until the information is provided.
Ticket coverage
- CHAT-17164 — Ensures company-defined color settings are correctly applied to the Web-to-Text button on the visitor side.
- CHAT-17179 — Introduces a mandatory name field for the Web-to-Text transfer process to improve lead quality and attribution.
- CHAT-17190 — Resolves issues where branding, gradients, and outstroke configurations were not correctly rendering on the Web-to-Text button.
- CHAT-17212 — Fixes a bug where Web-to-Text color settings failed to render when the chat widget was used in windowed mode.
Chat Widget Visitor UI/UX Refinements
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent UI/UX refinements for the chat widget, focusing on cross-platform consistency, rendering accuracy, and customization accessibility. These updates ensure that the widget behaves predictably across different themes and device types.
Key Refinements
Widget Rendering and Sizing
- Video Greet Sizing: The Video Greet widget now correctly renders its specific DOM size when applied to the RD theme in microservices, replacing the incorrect legacy pre-chat widget dimensions.
- Pre-Chat Header: The minimized state of the New Widget now correctly displays the header color and ensures the header element is present, resolving previous rendering omissions.
UI Consistency and Alignment
- Chat Bar Ellipses: The mobile chat bar no longer displays ellipses when only a single tab is active. Ellipses are now reserved strictly for scenarios where text length exceeds the allocated container space.
- Date of Birth Widget: UI alignment for the Date of Birth input field on iOS devices is now standardized to match the Android implementation, ensuring a consistent cross-platform user experience.
- Live Chat Tab: Resolved an issue where the Live Chat tab failed to render correctly in production environments.
Customization
- Color Picker Visibility: The color picker component is now correctly visible and functional within the customization tab, allowing administrators to modify widget themes as intended.
Ticket coverage
- CHAT-17161 — Fixes the Video Greet widget to render with its own DOM size instead of inheriting the RD pre-chat widget size.
- CHAT-17166 — Resolves a rendering bug where the Live Chat tab was not appearing correctly in production.
- CHAT-17170 — Prevents the chat bar from showing unnecessary ellipses when only one tab is present, restricting them to overflow scenarios only.
- CHAT-17191 — Restores the visibility of the color picker tool within the customization tab.
- CHAT-17206 — Fixes missing header colors and missing header elements in the pre-chat invitation minimized state for the New Widget.
- CHAT-17221 — Corrects UI misalignment issues for the Date of Birth widget on iOS to match Android parity.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Rounded Plus' skin is a prerequisite for the new border style settings.
- The 'Vertical' text orientation is the system default if no user selection is made.
- The iPad Mini distortion fix assumes standard browser rendering behavior on modern iOS versions.
graph TD
A[User Opens Chat Widget] --> B{Check Skin}
B -- Rounded Plus --> C[Apply Border Style: Rounded/Squared]
B -- Other --> D[Default Styling]
C --> E[Render Chat Bar]
D --> E
E --> F{Check Tab Settings}
F --> G[Apply Text Orientation: Horizontal/Vertical]
G --> H[Display Chat Interface]
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Overview
This documentation covers UI/UX refinements for the chat widget, focusing on cross-platform consistency, rendering accuracy, and customization accessibility. These updates ensure predictable behavior across themes, device types, and custom configurations.
Key Refinements
Widget Rendering and Sizing
- Video Greet Sizing: The Video Greet widget now correctly renders its specific DOM size when applied to the RD theme in microservices.
- Pre-Chat Header: The minimized state of the New Widget now correctly displays the header color and ensures the header element is present.
- iPad Mini Rendering: Resolved distortion issues on iPad Mini devices to ensure the widget renders correctly.
- Chevron Visibility: The Chat Bar layout is now stabilized for Legacy and Microservices RD themes when the 'Hide Chevron' button is toggled.
UI Consistency and Alignment
- Chat Bar Ellipses: The mobile chat bar no longer displays ellipses when only a single tab is active; ellipses are reserved for text overflow.
- Date of Birth Widget: UI alignment for the Date of Birth input field on iOS is now standardized to match Android.
- Live Chat Tab: Resolved rendering failures in production environments.
- CTA Button Styling: All CTA buttons in the chat window now maintain consistent rounded corners, preventing visual inconsistencies.
- Switch to Text Button: Resolved an overlap issue where the 'Switch to Text' button obscured message content.
- Chat Bar Partitions: Fixed an issue where three divisions appeared in the chat bar when only two options were enabled.
Customization
- Color Picker Visibility: The color picker is now fully functional within the customization tab.
- Border Style Customization: Users can now toggle between 'Rounded' and 'Squared' border styles for the Chat Bar when using the 'Rounded Plus' skin.
- Tab Text Orientation: Users can configure tab text to display in either 'Horizontal' or 'Vertical' orientation via Profile Settings.
Ticket coverage
- CHAT-17161 — Fixes Video Greet DOM sizing.
- CHAT-17166 — Resolves Live Chat tab rendering bug.
- CHAT-17170 — Restricts chat bar ellipses to overflow scenarios only.
- CHAT-17191 — Restores color picker visibility.
- CHAT-17206 — Fixes missing header colors/elements in minimized state.
- CHAT-17221 — Standardizes Date of Birth UI on iOS.
- CHAT-17241 — Adds Border Style (Rounded/Squared) toggle for Rounded Plus skin.
- CHAT-17250 — Fixes 'Switch to Text' button overlap with messages.
- CHAT-17259 — Fixes incorrect chat bar divisions when only two options are enabled.
- CHAT-17262 — Fixes inconsistent squared CTA button styling.
- CHAT-17276 — Fixes widget distortion on iPad Mini.
- CHAT-17291 — Adds configuration for Vertical vs Horizontal tab text.
- CHAT-17292 — Fixes functional issues with single-option chat bars in RD Plus theme.
- CHAT-17294 — Fixes chat bar layout disturbance when toggling 'Hide Chevron'.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers UI/UX refinements for the chat widget, focusing on cross-platform consistency, rendering accuracy, and customization accessibility. These updates ensure predictable behavior across themes, device types, and custom configurations.
Key Refinements
Widget Rendering and Sizing
- Video Greet Sizing: The Video Greet widget now correctly renders its specific DOM size when applied to the RD theme in microservices.
- Pre-Chat Header: The minimized state of the New Widget now correctly displays the header color and ensures the header element is present.
- iPad Mini Rendering: Resolved distortion issues on iPad Mini devices to ensure the widget renders correctly.
- Chevron Visibility: The Chat Bar layout is now stabilized for Legacy and Microservices RD themes when the 'Hide Chevron' button is toggled.
UI Consistency and Alignment
- Chat Bar Ellipses: The mobile chat bar no longer displays ellipses when only a single tab is active; ellipses are reserved for text overflow.
- Date of Birth Widget: UI alignment for the Date of Birth input field on iOS is now standardized to match Android.
- Live Chat Tab: Resolved rendering failures in production environments.
- CTA Button Styling: All CTA buttons in the chat window now maintain consistent rounded corners, preventing visual inconsistencies.
- Switch to Text Button: Resolved an overlap issue where the 'Switch to Text' button obscured message content.
- Chat Bar Partitions: Fixed an issue where three divisions appeared in the chat bar when only two options were enabled.
Customization
- Color Picker Visibility: The color picker is now fully functional within the customization tab.
- Border Style Customization: Users can now toggle between 'Rounded' and 'Squared' border styles for the Chat Bar when using the 'Rounded Plus' skin.
- Tab Text Orientation: Users can configure tab text to display in either 'Horizontal' or 'Vertical' orientation via Profile Settings.
Ticket coverage
- CHAT-17161 — Fixes Video Greet DOM sizing.
- CHAT-17166 — Resolves Live Chat tab rendering bug.
- CHAT-17170 — Restricts chat bar ellipses to overflow scenarios only.
- CHAT-17191 — Restores color picker visibility.
- CHAT-17206 — Fixes missing header colors/elements in minimized state.
- CHAT-17221 — Standardizes Date of Birth UI on iOS.
- CHAT-17241 — Adds Border Style (Rounded/Squared) toggle for Rounded Plus skin.
- CHAT-17250 — Fixes 'Switch to Text' button overlap with messages.
- CHAT-17259 — Fixes incorrect chat bar divisions when only two options are enabled.
- CHAT-17262 — Fixes inconsistent squared CTA button styling.
- CHAT-17276 — Fixes widget distortion on iPad Mini.
- CHAT-17291 — Adds configuration for Vertical vs Horizontal tab text.
- CHAT-17292 — Fixes functional issues with single-option chat bars in RD Plus theme.
- CHAT-17294 — Fixes chat bar layout disturbance when toggling 'Hide Chevron'.
QuickBooks API Minor Version Update (v75+)
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The platform uses the QuickBooks Online API v3.
- The 'minor version' refers to the 'minorversion' query parameter used in QuickBooks API requests.
- The error regarding 'customer already assigned' is a pre-existing constraint that was verified during the testing of this update.
graph LR
A[Onboarding Completion] --> B[Create QB Customer]
C[Account Screen] --> D[Get/Set Invoice ID]
E[Invoice Action] --> F{Sync/Email/Pay}
F --> G[QB API v75+]
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Overview
This update ensures the integration between the platform and QuickBooks Online remains compliant with Intuit's deprecation policy. As of August 1, 2025, all QuickBooks minor versions prior to version 75 are deprecated. The system has been upgraded to utilize a supported minor version to ensure uninterrupted accounting synchronization.
Functionality
The update maintains the integrity of the following core QuickBooks integration workflows:
- Customer Synchronization: Automatic creation of QuickBooks customers upon the completion of the platform onboarding process.
- Invoice Management: Retrieval and assignment of Invoice IDs via the accounts screen.
- Accounting Sync: Real-time synchronization of invoices to QuickBooks.
- Communication: Emailing of invoices directly through the QuickBooks integration.
- Payment Processing: Execution and reconciliation of invoice payments within the QuickBooks ecosystem.
Business Rules and Constraints
- Version Compliance: The system now strictly communicates with QuickBooks using minor version 75 or higher.
- Customer Uniqueness: A QuickBooks customer record cannot be duplicated or re-assigned to an account if it is already linked to an existing account record; attempting to do so will trigger a validation error.
Ticket coverage
- CHAT-17174 — Updates the QuickBooks API integration to minor version 75+ to comply with Intuit's deprecation requirements and validates all existing invoicing and customer sync workflows.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update ensures the integration between the platform and QuickBooks Online remains compliant with Intuit's deprecation policy. As of August 1, 2025, all QuickBooks minor versions prior to version 75 are deprecated. The system has been upgraded to utilize a supported minor version to ensure uninterrupted accounting synchronization.
Functionality
The update maintains the integrity of the following core QuickBooks integration workflows:
- Customer Synchronization: Automatic creation of QuickBooks customers upon the completion of the platform onboarding process.
- Invoice Management: Retrieval and assignment of Invoice IDs via the accounts screen.
- Accounting Sync: Real-time synchronization of invoices to QuickBooks.
- Communication: Emailing of invoices directly through the QuickBooks integration.
- Payment Processing: Execution and reconciliation of invoice payments within the QuickBooks ecosystem.
Business Rules and Constraints
- Version Compliance: The system now strictly communicates with QuickBooks using minor version 75 or higher.
- Customer Uniqueness: A QuickBooks customer record cannot be duplicated or re-assigned to an account if it is already linked to an existing account record; attempting to do so will trigger a validation error.
Ticket coverage
- CHAT-17174 — Updates the QuickBooks API integration to minor version 75+ to comply with Intuit's deprecation requirements and validates all existing invoicing and customer sync workflows.
Legacy Service Appointment Scheduler: Time/Calendar Quick Reply Synchronization
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'drop' action refers to the clearing of state variables or parameters associated with the appointment selection process.
- The legacy service environment refers to the older backend architecture that was previously out of sync with the newer microservices implementation.
graph LR
A[User selects Time/Calendar QR] --> B[System processes selection]
B --> C[Drop Date parameter]
B --> D[Drop Time parameter]
C --> E[Update Appointment State]
D --> E
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Overview
This feature ensures that the Appointment Scheduler correctly processes and clears date information when using Time/Calendar type Quick Replies (QR) within the legacy service architecture. Previously, legacy services failed to drop the date component during the interaction, causing a discrepancy between legacy and microservice environments.
User Flow
- The user interacts with a Time/Calendar type Quick Reply within a legacy service environment.
- The user selects a specific date and time slot.
- The system processes the selection and triggers the 'drop' action for both the date and time parameters.
- The legacy service successfully clears the date and time data, ensuring the appointment state is correctly updated.
Business Rules and Constraints
- This fix specifically addresses the parity gap between legacy services and microservices.
- The system must ensure that both the date and time components are dropped simultaneously upon selection to prevent stale data from persisting in the legacy backend.
Ticket coverage
- CHAT-17167 — Resolves a bug where the date component failed to drop in Time/Calendar type Quick Replies for legacy services, ensuring consistent behavior with microservice environments.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature ensures that the Appointment Scheduler correctly processes and clears date information when using Time/Calendar type Quick Replies (QR) within the legacy service architecture. Previously, legacy services failed to drop the date component during the interaction, causing a discrepancy between legacy and microservice environments.
User Flow
- The user interacts with a Time/Calendar type Quick Reply within a legacy service environment.
- The user selects a specific date and time slot.
- The system processes the selection and triggers the 'drop' action for both the date and time parameters.
- The legacy service successfully clears the date and time data, ensuring the appointment state is correctly updated.
Business Rules and Constraints
- This fix specifically addresses the parity gap between legacy services and microservices.
- The system must ensure that both the date and time components are dropped simultaneously upon selection to prevent stale data from persisting in the legacy backend.
Ticket coverage
- CHAT-17167 — Resolves a bug where the date component failed to drop in Time/Calendar type Quick Replies for legacy services, ensuring consistent behavior with microservice environments.
Reseller Voice Pricing Configuration in Legacy Admin Portal
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'provisioning access' permission is a pre-existing role-based access control (RBAC) setting.
- The legacy portal UI will be updated to include a new dropdown or toggle component for pricing selection.
- The system automatically validates the host's eligibility for voice services before displaying the pricing toggle.
graph LR
A[Select Reseller Host] --> B{Voice Tab Enabled?}
B -- Yes --> C[Select Pricing Model: Direct/Reseller]
B -- No --> D[Pricing Selection Hidden]
C --> E[Save Configuration]
E --> F[Update Provisioning Settings]
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Overview
The Reseller Voice Pricing feature allows internal Vendormax users with provisioning access to toggle between 'Direct' and 'Reseller' voice pricing models within the legacy admin portal. This capability ensures that internal teams can accurately configure billing and provisioning settings for resellers whose host accounts have the voice tab enabled.
Workflow
- Access: The internal user navigates to the reseller host profile within the legacy admin portal.
- Verification: The system verifies that the selected host has the 'Voice' tab enabled.
- Selection: The user accesses the pricing configuration section and selects the desired pricing model (Direct or Reseller).
- Application: Upon saving, the system updates the account settings to reflect the fields and parameters associated with the chosen pricing model.
Business Rules and Constraints
- Access Control: Only internal users with specific 'provisioning' access permissions can modify these settings.
- Dependency: The option to switch pricing models is only available if the reseller host has the voice tab enabled.
- Scope: This feature specifically addresses the gap where only direct pricing was previously visible to internal staff.
Ticket coverage
- CHAT-17182 — Introduces a selection mechanism in the legacy admin portal allowing internal users to toggle between direct and reseller voice pricing for eligible reseller hosts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Reseller Voice Pricing feature allows internal Vendormax users with provisioning access to toggle between 'Direct' and 'Reseller' voice pricing models within the legacy admin portal. This capability ensures that internal teams can accurately configure billing and provisioning settings for resellers whose host accounts have the voice tab enabled.
Workflow
- Access: The internal user navigates to the reseller host profile within the legacy admin portal.
- Verification: The system verifies that the selected host has the 'Voice' tab enabled.
- Selection: The user accesses the pricing configuration section and selects the desired pricing model (Direct or Reseller).
- Application: Upon saving, the system updates the account settings to reflect the fields and parameters associated with the chosen pricing model.
Business Rules and Constraints
- Access Control: Only internal users with specific 'provisioning' access permissions can modify these settings.
- Dependency: The option to switch pricing models is only available if the reseller host has the voice tab enabled.
- Scope: This feature specifically addresses the gap where only direct pricing was previously visible to internal staff.
Ticket coverage
- CHAT-17182 — Introduces a selection mechanism in the legacy admin portal allowing internal users to toggle between direct and reseller voice pricing for eligible reseller hosts.
System Health and Monitoring V2: Communication and Reporting Integrity
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'apextest1' environment is a staging or testing environment used for pre-production validation.
- DataDog is the primary tool used for monitoring production-level JavaScript errors.
- Microservice invitations are a distinct architectural component from the main chat application.
graph LR
A[Message Sent] --> B[Microservice Routing]
B --> C{Delivery Success?}
C -- Yes --> D[Update Dashboard/Client]
C -- No --> E[Trigger Error Log/Retry]
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Overview
This documentation covers recent updates and maintenance activities within the System Health and Monitoring V2 feature set, focusing on real-time communication reliability, traffic reporting accuracy, and production error monitoring.
Real-Time Communication Flow
The system ensures that chat messages and push notifications are delivered instantaneously between visitors and agents.
Message Delivery Flow
- Initiation: A visitor or agent sends a message via the chat interface.
- Transmission: The system routes the message through the communication microservice.
- Reception: The recipient's dashboard or mobile client receives the payload via a persistent connection.
- Validation: The system confirms delivery without requiring a manual page refresh.
Traffic Reporting for Microservices
The Traffic Report module provides analytics on visitor interactions. Recent updates ensure that invitations generated via microservices correctly attribute data to the 'Invited Visitor' column, ensuring that historical and real-time data accurately reflect the source of the interaction.
Error Monitoring
Production errors are tracked via DataDog. When an error is identified, it is investigated for reproducibility. If an error cannot be reproduced in a controlled environment, it is flagged as 'Won't Fix' to prevent unnecessary resource allocation.
Ticket coverage
- CHAT-17178 — Resolved a synchronization issue on the apextest1 environment where chat messages failed to appear on dashboards without manual refreshing.
- CHAT-17204 — Fixed a production-level defect where push notifications were failing to deliver for specific user accounts.
- CHAT-17210 — Corrected a data reporting error in the Traffic Report where microservice-based invitations were not correctly populating the 'invited visitor' column.
- CHAT-17216 — Investigated a 'Cannot read properties of undefined' error in production; the issue was closed as 'Won't Fix' due to inability to reproduce the error.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates and maintenance activities within the System Health and Monitoring V2 feature set, focusing on real-time communication reliability, traffic reporting accuracy, and production error monitoring.
Real-Time Communication Flow
The system ensures that chat messages and push notifications are delivered instantaneously between visitors and agents.
Message Delivery Flow
- Initiation: A visitor or agent sends a message via the chat interface.
- Transmission: The system routes the message through the communication microservice.
- Reception: The recipient's dashboard or mobile client receives the payload via a persistent connection.
- Validation: The system confirms delivery without requiring a manual page refresh.
Traffic Reporting for Microservices
The Traffic Report module provides analytics on visitor interactions. Recent updates ensure that invitations generated via microservices correctly attribute data to the 'Invited Visitor' column, ensuring that historical and real-time data accurately reflect the source of the interaction.
Error Monitoring
Production errors are tracked via DataDog. When an error is identified, it is investigated for reproducibility. If an error cannot be reproduced in a controlled environment, it is flagged as 'Won't Fix' to prevent unnecessary resource allocation.
Ticket coverage
- CHAT-17178 — Resolved a synchronization issue on the apextest1 environment where chat messages failed to appear on dashboards without manual refreshing.
- CHAT-17204 — Fixed a production-level defect where push notifications were failing to deliver for specific user accounts.
- CHAT-17210 — Corrected a data reporting error in the Traffic Report where microservice-based invitations were not correctly populating the 'invited visitor' column.
- CHAT-17216 — Investigated a 'Cannot read properties of undefined' error in production; the issue was closed as 'Won't Fix' due to inability to reproduce the error.
Voice Viewer Role Access Control
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Voice section' refers to a specific tab or module within the new portal dashboard.
- The system uses an existing RBAC (Role-Based Access Control) framework to assign these roles.
- The 'Voice feature' must be explicitly enabled at the company level for the UI to render the Voice tab.
graph LR
A[User Login] --> B{Check Role}
B -->|Vendor| C[Full Access: All Voice Accounts]
B -->|Partner| D[Scoped Access: Associated Customer Accounts]
B -->|Customer| E[Scoped Access: Own Account Only]
C --> F[Display Voice Dashboard]
D --> F
E --> F
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Overview
The Voice Viewer role provides granular access to voice analytics and statistics within the new portal dashboard. This feature enables internal and external users to monitor voice performance metrics without requiring full administrative privileges. Access is scoped based on the user's organizational relationship (Vendor, Customer, or Partner).
Access Scoping
Access to the Voice section is determined by the user's assigned role:
- Voice Viewer (Vendor/Internal): Grants full access to statistics across all voice accounts within the system.
- Voice Viewer (Customer): Restricts access to statistics exclusively for the user's specific account(s).
- Voice Viewer (Partner): Provides access to voice statistics for all associated customer accounts managed by the partner.
Business Rules and Constraints
- Feature Flagging: The Voice section remains hidden or inaccessible if the underlying voice feature is not enabled for the specific customer company.
- Role Hierarchy: The Voice Viewer role is additive to existing portal permissions and does not override core security policies.
- Environment Consistency: Access logic is synchronized across environments; however, specific staging-related visibility issues may occur if the feature flag configuration differs from production.
Ticket coverage
- CHAT-17211 — Implements the Voice Viewer role hierarchy, enabling specific access levels for Vendor, Customer, and Partner users to view voice analytics on the new portal dashboard.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice Viewer role provides granular access to voice analytics and statistics within the new portal dashboard. This feature enables internal and external users to monitor voice performance metrics without requiring full administrative privileges. Access is scoped based on the user's organizational relationship (Vendor, Customer, or Partner).
Access Scoping
Access to the Voice section is determined by the user's assigned role:
- Voice Viewer (Vendor/Internal): Grants full access to statistics across all voice accounts within the system.
- Voice Viewer (Customer): Restricts access to statistics exclusively for the user's specific account(s).
- Voice Viewer (Partner): Provides access to voice statistics for all associated customer accounts managed by the partner.
Business Rules and Constraints
- Feature Flagging: The Voice section remains hidden or inaccessible if the underlying voice feature is not enabled for the specific customer company.
- Role Hierarchy: The Voice Viewer role is additive to existing portal permissions and does not override core security policies.
- Environment Consistency: Access logic is synchronized across environments; however, specific staging-related visibility issues may occur if the feature flag configuration differs from production.
Ticket coverage
- CHAT-17211 — Implements the Voice Viewer role hierarchy, enabling specific access levels for Vendor, Customer, and Partner users to view voice analytics on the new portal dashboard.
Self-Service Onboarding Flow v2: Guided Product Recommendation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system automatically maps specific questionnaire answers to predefined product bundles.
- The user can navigate back and forth between questionnaire steps to modify answers before the final summary.
- The 'Finalize Onboarding' step triggers the account provisioning process based on the selected configuration.
graph LR
A[Start: Basic Info] --> B[Business Info]
B --> C[Chat Preferences]
C --> D[CRM Needs]
D --> E[Voice Services]
E --> F[Generate Recommendation]
F --> G{Review/Customize}
G --> H[Finalize Onboarding]
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Overview
The Self-Service Onboarding Flow v2 introduces a guided, interactive questionnaire for new Blazeo users. This feature replaces static sign-up processes with a dynamic, needs-based assessment that maps user requirements to specific Blazeo product packages and feature sets.
User Flow
- Initial Registration: The user provides foundational details (Name, Email, Company).
- Guided Questionnaire: The user navigates through four logical sections:
- Business Info: Captures business type and team size.
- Chat Support Preferences: Identifies requirements for live agents, virtual assistants, and preferred communication platforms.
- CRM Needs: Assesses requirements for CRM integration and automation capabilities.
- Voice Services: Determines needs for appointment scheduling and Call Connect features.
- Recommendation Engine: The system processes the responses to generate a personalized product/package recommendation (e.g., Live Chat, Virtual Assistant, CRM, Call Connect).
- Review & Customization: The user views the summary of suggested features. They may accept the recommendation or manually customize their selection before finalizing the account setup.
Business Rules & Constraints
- Data Persistence: User responses must be saved throughout the session to ensure the recommendation engine has complete context.
- Flexibility: The system must allow users to override system-generated recommendations during the final review step.
Ticket coverage
- CHAT-17217 — Implements a multi-step guided onboarding questionnaire that collects business requirements to generate personalized Blazeo product recommendations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Self-Service Onboarding Flow v2 introduces a guided, interactive questionnaire for new Blazeo users. This feature replaces static sign-up processes with a dynamic, needs-based assessment that maps user requirements to specific Blazeo product packages and feature sets.
User Flow
- Initial Registration: The user provides foundational details (Name, Email, Company).
- Guided Questionnaire: The user navigates through four logical sections:
- Business Info: Captures business type and team size.
- Chat Support Preferences: Identifies requirements for live agents, virtual assistants, and preferred communication platforms.
- CRM Needs: Assesses requirements for CRM integration and automation capabilities.
- Voice Services: Determines needs for appointment scheduling and Call Connect features.
- Recommendation Engine: The system processes the responses to generate a personalized product/package recommendation (e.g., Live Chat, Virtual Assistant, CRM, Call Connect).
- Review & Customization: The user views the summary of suggested features. They may accept the recommendation or manually customize their selection before finalizing the account setup.
Business Rules & Constraints
- Data Persistence: User responses must be saved throughout the session to ensure the recommendation engine has complete context.
- Flexibility: The system must allow users to override system-generated recommendations during the final review step.
Ticket coverage
- CHAT-17217 — Implements a multi-step guided onboarding questionnaire that collects business requirements to generate personalized Blazeo product recommendations.
Billing and Subscription Management Documentation - Batch 16
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers updates to the billing and subscription management system, focusing on payment method handling, QuickBooks integration, and invoice accuracy.
Payment Method Management
Users can manage payment methods via the Billing tab. The system now ensures that newly added payment methods are immediately reflected in the UI upon saving.
Constraints and Business Rules
- Account Association: Every company must be associated with an account to access the Stripe payment interface. Attempting to access the payment modal for companies not linked to an account will result in a blank page; this is intended behavior to maintain data integrity.
Quote and Invoice Enhancements
- Quote Summary Emails: The subject line of order summary emails now includes the company name to improve identification for the accounting team.
- Invoice Accuracy: The system now enforces consistent rounding for invoice amounts. Both the billing grid and the generated invoice PDF display amounts rounded to two decimal places (e.g., 102.67), eliminating discrepancies caused by floating-point precision.
QuickBooks Integration
- Account Mapping: The system prevents the creation of duplicate companies in QuickBooks during upsell processes by mapping new quotes to existing accounts.
- Error Resolution: Resolved an issue where saving account changes triggered a false-positive 'QuickBooks customer already assigned' error, ensuring seamless account updates.
Ticket coverage
- CHAT-17275 — Fixed a bug where newly added payment methods failed to appear in the UI list after saving.
- CHAT-17277 — Implemented a new Service Layered architecture to improve the maintainability of the billing service.
- CHAT-17278 — Updated the order summary email subject line to include the customer's company name.
- CHAT-17279 — Initiated logic to map upsell quotes to existing QuickBooks accounts to prevent duplicate entries.
- CHAT-17280 — Confirmed that companies must be linked to an account to access Stripe payment features, resolving the blank page issue by enforcing this requirement.
- CHAT-17288 — Fixed a validation error that incorrectly blocked account updates due to QuickBooks customer assignment conflicts.
- CHAT-17311 — Standardized invoice amount rounding to two decimal places to ensure the grid and PDF totals match exactly.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 31-character limit for company keys is applied at the point of entry/onboarding.
- The 'Account ID' is a unique system-generated identifier distinct from the legacy 'Company Key'.
- The CSM deactivation scheduling feature is accessible via the account management interface.
graph LR
A[Start: Identify Account] --> B{Package Selected?}
B -- Yes --> C[Proceed with Billing]
B -- No --> D{Features Configured?}
D -- Yes --> C
D -- No --> E[Display Warning Message]
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Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- Company Key Constraint: The system now enforces a maximum character limit of 31 for company keys to ensure compatibility with QuickBooks field constraints.
- Account ID Adoption: The system now utilizes the 'Account ID' as the primary identifier for QuickBooks reporting. This field is automatically pushed to QuickBooks for all new accounts. Existing accounts are updated to include this ID to ensure parity.
Account Grid Enhancements
To improve administrative visibility, the 'Company ID' column is now enabled by default in the Account grid. This allows internal users to quickly identify and reference accounts without navigating into individual account settings.
Host Billing Management
Internal Vendormax users managing host access can now view billing status more effectively.
- Warning Logic: If a host billing package is not selected, the system evaluates the presence of features or options within the grid. If data is present, no warning is displayed. If the package is blank and no features are configured, the system provides a user-friendly notification advising the user to contact the accounting team for configuration.
CSM Deactivation Scheduling
Customer Success Managers (CSMs) are provided with the capability to schedule account deactivations. This workflow allows for proactive management of account lifecycles, ensuring that services are terminated on specific, pre-determined dates.
Ticket coverage
- CHAT-17419 — Implements a 31-character limit on company keys to prevent data truncation in QuickBooks.
- CHAT-17428 — Adds a conditional warning message for internal users when a host billing package is missing, provided no other features are configured.
- CHAT-17438 — Adds the 'Company ID' column to the Account grid by default for improved visibility.
- CHAT-17439 — Transitions QuickBooks integration from 'Company Key' to 'Account ID' and ensures all new and existing accounts are updated accordingly.
- CHAT-17446 — Introduces functionality for the CSM team to schedule future account deactivations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- Company Key Constraint: The system now enforces a maximum character limit of 31 for company keys to ensure compatibility with QuickBooks field constraints.
- Account ID Adoption: The system now utilizes the 'Account ID' as the primary identifier for QuickBooks reporting. This field is automatically pushed to QuickBooks for all new accounts. Existing accounts are updated to include this ID to ensure parity.
Account Grid Enhancements
To improve administrative visibility, the 'Company ID' column is now enabled by default in the Account grid. This allows internal users to quickly identify and reference accounts without navigating into individual account settings.
Host Billing Management
Internal Vendormax users managing host access can now view billing status more effectively.
- Warning Logic: If a host billing package is not selected, the system evaluates the presence of features or options within the grid. If data is present, no warning is displayed. If the package is blank and no features are configured, the system provides a user-friendly notification advising the user to contact the accounting team for configuration.
CSM Deactivation Scheduling
Customer Success Managers (CSMs) are provided with the capability to schedule account deactivations. This workflow allows for proactive management of account lifecycles, ensuring that services are terminated on specific, pre-determined dates.
Ticket coverage
- CHAT-17419 — Implements a 31-character limit on company keys to prevent data truncation in QuickBooks.
- CHAT-17428 — Adds a conditional warning message for internal users when a host billing package is missing, provided no other features are configured.
- CHAT-17438 — Adds the 'Company ID' column to the Account grid by default for improved visibility.
- CHAT-17439 — Transitions QuickBooks integration from 'Company Key' to 'Account ID' and ensures all new and existing accounts are updated accordingly.
- CHAT-17446 — Introduces functionality for the CSM team to schedule future account deactivations.
Chat Platform Data Management and Stability Updates
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The fix for CHAT-17222 assumes that the underlying issue with stripped ampersands was resolved or mitigated by improved parsing logic.
- The legacy chat fix (CHAT-17258) assumes that the NullReferenceException was caused by an uninitialized configuration object during the invitation process.
- The system continues to use hard-coded default values only when no valid attribution parameters (UTM or Google Ads) are detected.
graph LR
A[User clicks ad] --> B[System receives Referer URL]
B --> C{Contains GCLID/GBRAID?}
C -- Yes --> D[Parse Google Ads Params]
C -- No --> E[Parse UTM Params]
D --> F[Store Attribution Data]
E --> F[Store Attribution Data]
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Overview
This documentation covers updates to the chat platform's data ingestion logic for Google Ads parameters and stability improvements for legacy chat invitation configurations.
Google Ads Parameter Ingestion
The system now correctly parses and captures 'Source', 'Medium', and 'Campaign' values from the Referer URL even when Google-specific tracking parameters (GCLID or GBRAID) are present. Previously, the system prioritized UTM parameters and failed to extract Google Ads-specific metadata if the URL structure was malformed or contained these specific identifiers, often defaulting to hard-coded system values.
Legacy Chat Invitation Stability
Addressed a System.NullReferenceException occurring within the ApexChat.ServiceLayer.Services.Slim.InvitationConfig.Process method. This fix ensures that legacy chat invitation configurations are processed safely, preventing application crashes during the initialization or configuration phase of the chat widget.
Ticket coverage
- CHAT-17222 — Updates the URL parsing logic to correctly extract Google Ads source, medium, and campaign data in the presence of GCLID/GBRAID parameters.
- CHAT-17258 — Resolves a NullReferenceException in the legacy chat invitation configuration service to improve system stability.
Business Rules and Constraints
- The system prioritizes explicit UTM parameters; Google Ads parameters are now treated as a secondary source of truth for attribution when UTMs are absent or when GCLID/GBRAID identifiers are present.
- The fix for CHAT-17222 assumes that the client-side URL structure is not so severely malformed (e.g., missing essential ampersand delimiters) that it prevents standard query string parsing.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the chat platform's data ingestion logic for Google Ads parameters and stability improvements for legacy chat invitation configurations.
Google Ads Parameter Ingestion
The system now correctly parses and captures 'Source', 'Medium', and 'Campaign' values from the Referer URL even when Google-specific tracking parameters (GCLID or GBRAID) are present. Previously, the system prioritized UTM parameters and failed to extract Google Ads-specific metadata if the URL structure was malformed or contained these specific identifiers, often defaulting to hard-coded system values.
Legacy Chat Invitation Stability
Addressed a System.NullReferenceException occurring within the ApexChat.ServiceLayer.Services.Slim.InvitationConfig.Process method. This fix ensures that legacy chat invitation configurations are processed safely, preventing application crashes during the initialization or configuration phase of the chat widget.
Ticket coverage
- CHAT-17222 — Updates the URL parsing logic to correctly extract Google Ads source, medium, and campaign data in the presence of GCLID/GBRAID parameters.
- CHAT-17258 — Resolves a NullReferenceException in the legacy chat invitation configuration service to improve system stability.
Business Rules and Constraints
- The system prioritizes explicit UTM parameters; Google Ads parameters are now treated as a secondary source of truth for attribution when UTMs are absent or when GCLID/GBRAID identifiers are present.
- The fix for CHAT-17222 assumes that the client-side URL structure is not so severely malformed (e.g., missing essential ampersand delimiters) that it prevents standard query string parsing.
Billing and Subscription Management v3 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy portal' and 'new portal' share the same backend database for invoice records.
- The 'Contact Sales' email functionality relies on an existing SMTP or notification service integration.
- The 'Billing Editor' role is the primary gatekeeper for accessing the billing section in the partner portal.
graph LR
A[User Accesses Billing] --> B{Role Check}
B -- Partner Customer --> C[Billing Menu Hidden]
B -- Direct/Reseller --> D[View Pricing/Invoices]
D --> E[Download Invoice]
D --> F[Update Payment Method]
F --> G[Success Screen]
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Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
Core Functionality
Transaction History and Invoicing
- Data Integrity: The system ensures that paid invoices remain visible when payment methods are updated across legacy and new portals.
- Download Capability: Users can download invoices directly from the Transaction History tab. The system utilizes a token refresh mechanism to maintain session continuity for secure downloads.
- Performance: Transaction records are optimized to load within 2 seconds to ensure a smooth user experience.
- Payment Status: Invoices paid by Partner customers now correctly reflect a "Paid" status in the new portal, with manual override capabilities available via the grid or invoice detail view.
Payment Method Management
- Success UI: Updating a payment method triggers a responsive, user-friendly success screen. This replaces the previous error-like interface.
- Cardholder Names: The system captures billing details at the time of card addition. For legacy cards where data was not captured, the system displays "N/A".
Partner Portal Access
- Role-Based Visibility: The Billing and Payments menu is restricted to the partner's own account. It is hidden from the partner's customer accounts to prevent data leakage and confusion.
Subscription and Pricing
- Pricing Visibility: Direct customers and reseller portal users can view account-specific pricing. A "Contact Sales" feature is available, which triggers an automated email to the sales team ([email protected]) with user and account context, followed by a portal confirmation notification.
Ticket coverage
- CHAT-17300 — Resolves a bug where re-adding a credit card in the new portal caused existing paid invoices to be removed.
- CHAT-17303 — Implements a token refresh mechanism to ensure consistent invoice download functionality in the Transaction History tab.
- CHAT-17305 — Replaces the previous error-like success screen with a user-friendly UI after payment method updates.
- CHAT-17313 — Adds responsiveness and design refinements (font, sizing, alignment) to the payment update success screen.
- CHAT-17314 — Fixes a display issue where invoices paid by partner customers incorrectly showed as "Not Paid" in the new portal.
- CHAT-17324 — Optimizes database queries and rendering to ensure transaction history loads within 2 seconds.
- CHAT-17325 — Clarifies that "N/A" for cardholder names occurs for legacy cards added before the current billing capture requirements were enforced.
- CHAT-17330 — Restricts the Billing and Payments menu to the partner's own account, preventing it from appearing in sub-customer accounts.
- CHAT-17331 — Introduces a dynamic pricing section and a "Contact Sales" workflow for direct customers and resellers.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
Core Functionality
Transaction History and Invoicing
- Data Integrity: The system ensures that paid invoices remain visible when payment methods are updated across legacy and new portals.
- Download Capability: Users can download invoices directly from the Transaction History tab. The system utilizes a token refresh mechanism to maintain session continuity for secure downloads.
- Performance: Transaction records are optimized to load within 2 seconds to ensure a smooth user experience.
- Payment Status: Invoices paid by Partner customers now correctly reflect a "Paid" status in the new portal, with manual override capabilities available via the grid or invoice detail view.
Payment Method Management
- Success UI: Updating a payment method triggers a responsive, user-friendly success screen. This replaces the previous error-like interface.
- Cardholder Names: The system captures billing details at the time of card addition. For legacy cards where data was not captured, the system displays "N/A".
Partner Portal Access
- Role-Based Visibility: The Billing and Payments menu is restricted to the partner's own account. It is hidden from the partner's customer accounts to prevent data leakage and confusion.
Subscription and Pricing
- Pricing Visibility: Direct customers and reseller portal users can view account-specific pricing. A "Contact Sales" feature is available, which triggers an automated email to the sales team ([email protected]) with user and account context, followed by a portal confirmation notification.
Ticket coverage
- CHAT-17300 — Resolves a bug where re-adding a credit card in the new portal caused existing paid invoices to be removed.
- CHAT-17303 — Implements a token refresh mechanism to ensure consistent invoice download functionality in the Transaction History tab.
- CHAT-17305 — Replaces the previous error-like success screen with a user-friendly UI after payment method updates.
- CHAT-17313 — Adds responsiveness and design refinements (font, sizing, alignment) to the payment update success screen.
- CHAT-17314 — Fixes a display issue where invoices paid by partner customers incorrectly showed as "Not Paid" in the new portal.
- CHAT-17324 — Optimizes database queries and rendering to ensure transaction history loads within 2 seconds.
- CHAT-17325 — Clarifies that "N/A" for cardholder names occurs for legacy cards added before the current billing capture requirements were enforced.
- CHAT-17330 — Restricts the Billing and Payments menu to the partner's own account, preventing it from appearing in sub-customer accounts.
- CHAT-17331 — Introduces a dynamic pricing section and a "Contact Sales" workflow for direct customers and resellers.
Chat Widget Visitor UI/UX Refinements (Batch 14)
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers the 14th batch of UI/UX refinements for the chat widget, focusing on visual consistency, layout optimization, and component alignment across both Legacy and Micro Service (MS) architectures. These updates ensure a uniform experience for visitors across desktop and mobile devices.
Key Enhancements
Layout and Spacing
- Margin Standardization: Resolved discrepancies in margin and spacing settings between Legacy and MS versions to ensure visual alignment.
- Mobile Optimization: Fixed margin issues occurring when the chat bar is positioned at the bottom of the screen on mobile devices.
- Pre-chat Visibility: Corrected rendering issues where the pre-chat window was being truncated on staging environments.
Theme and Component Styling
- Opt-in Overlay: Updated the font color to white for better readability and adjusted text spacing within the opt-in overlay.
- RD Theme Improvements: Fixed text truncation issues in the Legacy chat bar for two-division configurations, ensuring parity with MS invitation behavior.
- Full-Text Question Types: Resolved UI distortion issues specifically affecting the Rounded Dynamic Plus theme.
- Speech Icon Integration: Standardized the positioning of the speech icon to appear after the attachment and submit buttons, matching the attachment icon's color scheme.
Ticket coverage
- CHAT-17299 — Standardized margin and spacing settings to eliminate visual inconsistencies between Legacy and MS chat widget versions.
- CHAT-17302 — Fixed margin rendering issues on mobile devices that occurred when the chat bar position was set to 'bottom'.
- CHAT-17328 — Resolved a configuration-related display issue where the pre-chat window was being cut off on staging environments.
- CHAT-17333 — Updated the opt-in overlay to use white font color and corrected text spacing before the 'visit' colon.
- CHAT-17334 — Fixed text truncation in the Legacy chat bar for two-division RD themes to ensure full text visibility.
- CHAT-17347 — Evaluated the requirement for a rounded plus widget; currently parked in the backlog to avoid overlap with website icons like ADA widgets.
- CHAT-17369 — Fixed UI distortion occurring in full-text question types under the Rounded Dynamic Plus theme.
- CHAT-17373 — Adjusted the speech icon position to follow the attachment and submit buttons and synchronized its color with the attachment icon.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Rounded Dynamic Plus' theme is a specific CSS/UI skin variant for the widget.
- EPU refers to the Enhanced Profile UI component of the chat widget.
- The 'Launch Chat Window' feature is a distinct mode from the standard inline widget.
graph LR
A[Visitor Lands] --> B{Widget Loads}
B --> C[Check Launch Chat Flag]
C -- Enabled --> D[Launch Chat Window]
C -- Disabled --> E[Standard Widget]
D --> F{Video Greet?}
F -- Yes --> G[Show Video Preview/Hide Background]
D --> H{Windowed Mode?}
H -- Yes --> I[Show Error/Disable Mode]
D --> J[Dismiss Pre-chat]
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Overview
This documentation covers the 14th batch of UI/UX refinements for the visitor-facing chat widget. These updates focus on improving tracking accuracy, resolving display bugs in the 'Launch Chat Window' feature, and ensuring consistent behavior across different widget modes (Windowed vs. Inline).
Key Features and Improvements
Launch Chat Window Enhancements
- Configuration: The 'Launch Chat Window' flag is now correctly exposed in the profile section.
- Video Greet Integration: When 'Launch Chat Window' is active, the widget now correctly displays the video preview and hides the background video player, preventing UI overlap.
- Windowed Mode Constraints: Windowed mode is explicitly unsupported when 'Launch Chat Window' is enabled. The system now triggers an error message if this configuration is attempted.
- Pre-chat Behavior: When the chat is opened in windowed mode, the pre-chat overlay is automatically dismissed to prevent UI clutter.
Tracking and Reliability
- Invited Visit Accuracy: The 'Invited Visit' count now correctly increments for Google Ads traffic once the widget has fully loaded, ensuring accurate reporting for paid acquisition channels.
- Asset Loading: Resolved issues where logos failed to render in the EPU (Enhanced Profile UI) and fixed intermittent widget loading failures for specific client accounts.
UI/UX Stability
- Voice-to-Text: The voice-to-text icon now persists correctly when the widget is re-opened.
- Agent Imagery: Fixed a bug where agent images appeared corrupted or mismatched when using the 'Rounded Dynamic Plus' theme.
- Message Throttling: Implemented a counter for pre-chat messages to prevent multiple concurrent greetings when multiple script instances are detected on a single page.
Ticket coverage
- CHAT-17383 — Fixes the 'Invited Visit' count to increment correctly for Google Ads traffic after the widget fully loads.
- CHAT-17386 — Ensures the voice-to-text icon remains visible after re-opening the chat widget.
- CHAT-17394 — Adds the missing 'Launch Chat Window' flag to the profile section and ensures it is not applied to mobile templates.
- CHAT-17400 — Disables Windowed mode when 'Launch Chat Window' is enabled and provides a console error message.
- CHAT-17402 — Confirms the 'Rounded Dynamic Plus' skin maintains visual integrity when edited via the portal.
- CHAT-17417 — Fixes UI overlap issues between the 'Launch Chat Window' and 'Video Greet' features.
- CHAT-17427 — Ensures the pre-chat screen is dismissed when the user switches to windowed mode.
- CHAT-17435 — Resolves corrupted agent image display issues specifically within the 'Rounded Dynamic Plus' theme.
- CHAT-17442 — Refines the closing and opening behavior of the 'Launch Chat Window' feature.
- CHAT-17445 — Fixes a bug where company logos were failing to render in the EPU.
- CHAT-17450 — Implements a message counter to prevent multiple pre-chat greetings from rendering simultaneously.
- CHAT-17469 — Resolves a critical loading failure for the widget on specific client domains.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the 14th batch of UI/UX refinements for the visitor-facing chat widget. These updates focus on improving tracking accuracy, resolving display bugs in the 'Launch Chat Window' feature, and ensuring consistent behavior across different widget modes (Windowed vs. Inline).
Key Features and Improvements
Launch Chat Window Enhancements
- Configuration: The 'Launch Chat Window' flag is now correctly exposed in the profile section.
- Video Greet Integration: When 'Launch Chat Window' is active, the widget now correctly displays the video preview and hides the background video player, preventing UI overlap.
- Windowed Mode Constraints: Windowed mode is explicitly unsupported when 'Launch Chat Window' is enabled. The system now triggers an error message if this configuration is attempted.
- Pre-chat Behavior: When the chat is opened in windowed mode, the pre-chat overlay is automatically dismissed to prevent UI clutter.
Tracking and Reliability
- Invited Visit Accuracy: The 'Invited Visit' count now correctly increments for Google Ads traffic once the widget has fully loaded, ensuring accurate reporting for paid acquisition channels.
- Asset Loading: Resolved issues where logos failed to render in the EPU (Enhanced Profile UI) and fixed intermittent widget loading failures for specific client accounts.
UI/UX Stability
- Voice-to-Text: The voice-to-text icon now persists correctly when the widget is re-opened.
- Agent Imagery: Fixed a bug where agent images appeared corrupted or mismatched when using the 'Rounded Dynamic Plus' theme.
- Message Throttling: Implemented a counter for pre-chat messages to prevent multiple concurrent greetings when multiple script instances are detected on a single page.
Ticket coverage
- CHAT-17383 — Fixes the 'Invited Visit' count to increment correctly for Google Ads traffic after the widget fully loads.
- CHAT-17386 — Ensures the voice-to-text icon remains visible after re-opening the chat widget.
- CHAT-17394 — Adds the missing 'Launch Chat Window' flag to the profile section and ensures it is not applied to mobile templates.
- CHAT-17400 — Disables Windowed mode when 'Launch Chat Window' is enabled and provides a console error message.
- CHAT-17402 — Confirms the 'Rounded Dynamic Plus' skin maintains visual integrity when edited via the portal.
- CHAT-17417 — Fixes UI overlap issues between the 'Launch Chat Window' and 'Video Greet' features.
- CHAT-17427 — Ensures the pre-chat screen is dismissed when the user switches to windowed mode.
- CHAT-17435 — Resolves corrupted agent image display issues specifically within the 'Rounded Dynamic Plus' theme.
- CHAT-17442 — Refines the closing and opening behavior of the 'Launch Chat Window' feature.
- CHAT-17445 — Fixes a bug where company logos were failing to render in the EPU.
- CHAT-17450 — Implements a message counter to prevent multiple pre-chat greetings from rendering simultaneously.
- CHAT-17469 — Resolves a critical loading failure for the widget on specific client domains.
Chat Widget Interaction Flows v2 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'MS' environment mentioned in CHAT-17371 refers to a specific Microservices-based deployment architecture.
- The 'SB' chat mentioned in CHAT-17322 refers to a specific 'Small Business' or 'Standard Business' chat configuration.
- The suppression of poke messages while typing is intended to be a global behavior for all chat instances.
graph LR
A[User Types] --> B{Is Typing?}
B -- Yes --> C[Suppress Poke Message]
B -- No --> D[Trigger Poke Timer]
D --> E[Display Localized Poke Message]
F[Click Transfer] --> G[Execute Transfer]
G --> H[Display System Confirmation]
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Overview
This documentation covers recent updates to the chat_widget_interaction_flows_v2 feature area, focusing on security, localization, UI responsiveness, and system messaging reliability.
Security and Input Handling
The chat widget now implements robust sanitization and encoding for all user-submitted input. This ensures that potentially malicious scripts or dangerous characters are neutralized before being processed, stored, or rendered in the backend or frontend interfaces.
Poke Message Behavior
Poke messages (system-generated check-back responses) are designed to re-engage visitors.
- Localization: Poke messages now respect the visitor's selected language (e.g., displaying "Still need assistance?" in Spanish when the chat language is set to Spanish).
- Interrupt Handling: The system is being updated to suppress poke messages while a user is actively typing to prevent unnecessary interruptions.
UI and Interaction Improvements
- Live Agent Transfer: The system now correctly displays a confirmation message upon a successful transfer to a live agent. Browser console errors previously associated with this action have been resolved.
- Text Input Responsiveness: The chat input field now supports auto-scrolling. When a user types multiple lines, the view automatically keeps the cursor and the latest text in focus, eliminating the need for manual scrolling.
Known Limitations
- Greeting Message Duplication: Instances of repeated greeting messages are identified as external conflicts caused by third-party caching plugins (e.g., Nitro JS) on client websites, rather than a defect in the chat widget itself.
Ticket coverage
- CHAT-17308 — Implements mandatory sanitization and encoding for all user inputs to prevent XSS and injection vulnerabilities.
- CHAT-17309 — Resolves irregular delivery of system-generated check-back messages and ensures correct language localization for poke responses.
- CHAT-17322 — Fixes a bug where the system failed to display a confirmation message and logged console errors during a transfer to a live agent.
- CHAT-17351 — Confirmed as a third-party caching conflict; no internal fix applied as the issue is environment-specific to client websites.
- CHAT-17368 — Addresses the requirement to suppress poke messages when the user is actively typing to improve user experience.
- CHAT-17371 — Fixes a localization bug where poke messages in the DOM defaulted to English despite the application language being set to Spanish.
- CHAT-17375 — Enables auto-scrolling functionality in the input area to ensure the cursor remains visible during multi-line text entry.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat_widget_interaction_flows_v2 feature area, focusing on security, localization, UI responsiveness, and system messaging reliability.
Security and Input Handling
The chat widget now implements robust sanitization and encoding for all user-submitted input. This ensures that potentially malicious scripts or dangerous characters are neutralized before being processed, stored, or rendered in the backend or frontend interfaces.
Poke Message Behavior
Poke messages (system-generated check-back responses) are designed to re-engage visitors.
- Localization: Poke messages now respect the visitor's selected language (e.g., displaying "Still need assistance?" in Spanish when the chat language is set to Spanish).
- Interrupt Handling: The system is being updated to suppress poke messages while a user is actively typing to prevent unnecessary interruptions.
UI and Interaction Improvements
- Live Agent Transfer: The system now correctly displays a confirmation message upon a successful transfer to a live agent. Browser console errors previously associated with this action have been resolved.
- Text Input Responsiveness: The chat input field now supports auto-scrolling. When a user types multiple lines, the view automatically keeps the cursor and the latest text in focus, eliminating the need for manual scrolling.
Known Limitations
- Greeting Message Duplication: Instances of repeated greeting messages are identified as external conflicts caused by third-party caching plugins (e.g., Nitro JS) on client websites, rather than a defect in the chat widget itself.
Ticket coverage
- CHAT-17308 — Implements mandatory sanitization and encoding for all user inputs to prevent XSS and injection vulnerabilities.
- CHAT-17309 — Resolves irregular delivery of system-generated check-back messages and ensures correct language localization for poke responses.
- CHAT-17322 — Fixes a bug where the system failed to display a confirmation message and logged console errors during a transfer to a live agent.
- CHAT-17351 — Confirmed as a third-party caching conflict; no internal fix applied as the issue is environment-specific to client websites.
- CHAT-17368 — Addresses the requirement to suppress poke messages when the user is actively typing to improve user experience.
- CHAT-17371 — Fixes a localization bug where poke messages in the DOM defaulted to English despite the application language being set to Spanish.
- CHAT-17375 — Enables auto-scrolling functionality in the input area to ensure the cursor remains visible during multi-line text entry.
Portal User Access, Security, and Administrative Controls Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'VendorMax' role is a predefined system role managed via the user administration module.
- The 5-minute caching delay is a standard system behavior for the legacy production environment.
- The 'IS TEST' flag is managed by internal administrators and is not editable by standard customers.
graph LR
A[User Initiates Action] --> B{Is User VendorMax?}
B -- Yes --> C[Enable Create/Edit/All Prefs]
B -- No --> D[Hide Create Button]
D --> E[Restrict Prefs to OFF/Auto Pilot]
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Overview
This documentation covers recent updates to the portal's user access, security, and administrative management features. These updates focus on refining permission structures for AI agents, improving company onboarding data integrity, and enhancing the reliability of profile management and system logging.
AI Agent and Chatbot Access Control
Access to AI Voice Agents and Chatbots is now strictly governed by the 'VendorMax' user role.
Permission Matrix
- VendorMax Users: Possess full creation rights for AI Voice Agents and Chatbots. They have access to all preference modes: 'OFF', 'Suggestive', and 'Auto Pilot'.
- Non-VendorMax Users: Creation buttons ('Add New Agent', 'Add New Bot') are hidden. Preference settings are restricted to 'OFF' and 'Auto Pilot' only; the 'Suggestive' mode is unavailable.
- Editor Mode: All users retain the ability to view, edit, and manage existing agents/bots according to their assigned access level, provided they do not attempt to create new instances.
Company Onboarding and Data Management
- Company Key Generation: The system now enforces a 50-character limit on company keys. If a company name exceeds this limit, the system requires a valid URL to be provided to generate the key. If the URL field is empty, an error message is triggered.
- Internal Visibility: An 'IS TEST' column has been added to the company tab in the legacy portal, visible exclusively to internal VendorMax users to assist in administrative identification.
Profile and System Reliability
- Profile Loading: Issues causing profile templates to fail to load or display only a single bar have been resolved, ensuring consistent rendering upon initial access.
- Caching: Profile setting updates in the legacy production environment may take up to 5 minutes to reflect due to system caching.
Ticket coverage
- CHAT-17306 — Fixed an issue where default Terms and Conditions were not displaying correctly, ensuring the latest terms appear by default.
- CHAT-17310 — Clarified that profile setting updates in the legacy production environment require a 5-minute window to propagate due to caching.
- CHAT-17312 — Implemented strict role-based access control, restricting AI agent/chatbot creation to VendorMax users and limiting preference modes for others.
- CHAT-17319 — Enforced a 50-character limit for auto-generated company keys, requiring a URL input for names exceeding this length.
- CHAT-17336 — Resolved a bug preventing specific profile templates from opening correctly in the production environment.
- CHAT-17344 — Added an 'IS TEST' column to the legacy portal company tab, restricted to internal VendorMax users.
- CHAT-17345 — Acknowledged an ongoing issue regarding irregular User ID logging in history logs; identified as a non-urgent, long-standing system behavior.
- CHAT-17348 — Fixed a rendering bug where profiles failed to load completely when opened from the Profile tab.
- CHAT-17380 — Verified and resolved discrepancies in portal logs regarding unauthorized AI bot modifications by Host Admins.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the portal's user access, security, and administrative management features. These updates focus on refining permission structures for AI agents, improving company onboarding data integrity, and enhancing the reliability of profile management and system logging.
AI Agent and Chatbot Access Control
Access to AI Voice Agents and Chatbots is now strictly governed by the 'VendorMax' user role.
Permission Matrix
- VendorMax Users: Possess full creation rights for AI Voice Agents and Chatbots. They have access to all preference modes: 'OFF', 'Suggestive', and 'Auto Pilot'.
- Non-VendorMax Users: Creation buttons ('Add New Agent', 'Add New Bot') are hidden. Preference settings are restricted to 'OFF' and 'Auto Pilot' only; the 'Suggestive' mode is unavailable.
- Editor Mode: All users retain the ability to view, edit, and manage existing agents/bots according to their assigned access level, provided they do not attempt to create new instances.
Company Onboarding and Data Management
- Company Key Generation: The system now enforces a 50-character limit on company keys. If a company name exceeds this limit, the system requires a valid URL to be provided to generate the key. If the URL field is empty, an error message is triggered.
- Internal Visibility: An 'IS TEST' column has been added to the company tab in the legacy portal, visible exclusively to internal VendorMax users to assist in administrative identification.
Profile and System Reliability
- Profile Loading: Issues causing profile templates to fail to load or display only a single bar have been resolved, ensuring consistent rendering upon initial access.
- Caching: Profile setting updates in the legacy production environment may take up to 5 minutes to reflect due to system caching.
Ticket coverage
- CHAT-17306 — Fixed an issue where default Terms and Conditions were not displaying correctly, ensuring the latest terms appear by default.
- CHAT-17310 — Clarified that profile setting updates in the legacy production environment require a 5-minute window to propagate due to caching.
- CHAT-17312 — Implemented strict role-based access control, restricting AI agent/chatbot creation to VendorMax users and limiting preference modes for others.
- CHAT-17319 — Enforced a 50-character limit for auto-generated company keys, requiring a URL input for names exceeding this length.
- CHAT-17336 — Resolved a bug preventing specific profile templates from opening correctly in the production environment.
- CHAT-17344 — Added an 'IS TEST' column to the legacy portal company tab, restricted to internal VendorMax users.
- CHAT-17345 — Acknowledged an ongoing issue regarding irregular User ID logging in history logs; identified as a non-urgent, long-standing system behavior.
- CHAT-17348 — Fixed a rendering bug where profiles failed to load completely when opened from the Profile tab.
- CHAT-17380 — Verified and resolved discrepancies in portal logs regarding unauthorized AI bot modifications by Host Admins.
Web-to-Text Enhancement Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Modern Stack' (MS) and 'Legacy' environments refer to the internal architectural versions of the chat widget.
- The 'Secure Leads' setting is a toggle within the Company Settings module.
- The 'AT&T email' issue refers to a specific SMTP or delivery routing conflict that has been resolved.
graph LR
A[Visitor enters Name/Phone] --> B{Validation}
B -- Invalid --> C[Show 'Field Required']
B -- Valid --> D[Submit Data]
D --> E[Update Lead Status]
E --> F[Trigger Follow-up Email]
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Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
User Flow
- Widget Interaction: The visitor accesses the Web-to-Text widget on the website.
- Data Entry: The visitor enters their Name and Phone Number. The system now supports full names with spaces and enforces field validation.
- Submission: Upon submission, the system validates the inputs. If fields are empty, a 'Field Required' error is displayed.
- Lead Processing: The system captures the lead information. The lead status updates to 'Sent' upon successful transmission, even when using specific email providers like AT&T.
- Follow-up: The system triggers a follow-up email to the customer, independent of the 'Secure Leads' company setting.
Business Rules & Constraints
- Validation: The Name field accepts full names (e.g., 'John Doe').
- UI Consistency: Placeholder text for Name and Phone Number fields is standardized. Empty fields trigger a 'Field Required' validation error.
- Lead Status: Lead transmission status correctly transitions to 'Sent' in the portal and dashboard, resolving previous 'stuck' states.
- Configuration: Customizations made at the profile level are correctly saved and applied at the company level.
- Automation: Follow-up emails are sent automatically regardless of the 'Secure Leads' toggle status.
Ticket coverage
- CHAT-17304 — Decouples follow-up email triggers from the 'Secure Leads' setting, ensuring customers receive emails regardless of this configuration.
- CHAT-17321 — Resolves a bug where lead status remained stuck on 'sending' when using AT&T email addresses, ensuring status updates to 'sent'.
- CHAT-17357 — Fixes an issue where Web-to-Text customizations were not correctly saving within the profile section.
- CHAT-17359 — Ensures that Web-to-Text customizations are correctly propagated and functional at the company level.
- CHAT-17378 — Standardizes UI elements, including placeholders and 'Field Required' validation messages, across MS and Legacy environments.
- CHAT-17379 — Updates the Name field validation to allow full names containing spaces, preventing submission errors for multi-word names.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
User Flow
- Widget Interaction: The visitor accesses the Web-to-Text widget on the website.
- Data Entry: The visitor enters their Name and Phone Number. The system now supports full names with spaces and enforces field validation.
- Submission: Upon submission, the system validates the inputs. If fields are empty, a 'Field Required' error is displayed.
- Lead Processing: The system captures the lead information. The lead status updates to 'Sent' upon successful transmission, even when using specific email providers like AT&T.
- Follow-up: The system triggers a follow-up email to the customer, independent of the 'Secure Leads' company setting.
Business Rules & Constraints
- Validation: The Name field accepts full names (e.g., 'John Doe').
- UI Consistency: Placeholder text for Name and Phone Number fields is standardized. Empty fields trigger a 'Field Required' validation error.
- Lead Status: Lead transmission status correctly transitions to 'Sent' in the portal and dashboard, resolving previous 'stuck' states.
- Configuration: Customizations made at the profile level are correctly saved and applied at the company level.
- Automation: Follow-up emails are sent automatically regardless of the 'Secure Leads' toggle status.
Ticket coverage
- CHAT-17304 — Decouples follow-up email triggers from the 'Secure Leads' setting, ensuring customers receive emails regardless of this configuration.
- CHAT-17321 — Resolves a bug where lead status remained stuck on 'sending' when using AT&T email addresses, ensuring status updates to 'sent'.
- CHAT-17357 — Fixes an issue where Web-to-Text customizations were not correctly saving within the profile section.
- CHAT-17359 — Ensures that Web-to-Text customizations are correctly propagated and functional at the company level.
- CHAT-17378 — Standardizes UI elements, including placeholders and 'Field Required' validation messages, across MS and Legacy environments.
- CHAT-17379 — Updates the Name field validation to allow full names containing spaces, preventing submission errors for multi-word names.
Chat Widget Visitor UI/UX Enhancements - Batch 21
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Launch Chat Window' flag is managed via the legacy portal's profile template settings.
- The 'Text' mode form fields are configurable via the existing question/form builder.
- The MooTools conflict is a known edge case for legacy WordPress integrations.
graph LR
A[Widget Loads] --> B[Animation Plays]
B --> C{Flag Enabled?}
C -- Yes --> D[Launch Chat Window]
D --> E[Display Greeting]
C -- No --> F[Wait for User Interaction]
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Overview
This documentation covers the latest updates to the visitor-facing chat widget, focusing on improved engagement, accessibility, and functional reliability.
Key Features
Launch Chat Window
A new configuration flag allows the chat window to launch automatically upon widget initialization. This provides a more proactive engagement experience by displaying the initial greeting immediately after the widget animation completes. This feature is restricted to desktop profiles.
File Attachments
Visitors can now upload and send documents directly through the chat interface, enabling richer communication with business owners.
Browser Tab Attention (Pop-up)
To increase engagement, a pop-up notification appears when a visitor navigates away from the browser tab containing the active chat, reminding them of the ongoing conversation.
UI Customization
- Light/Dark Mode: The widget now supports theme toggling to match website aesthetics.
- Chat/Text Switching: Visitors can toggle between live chat and a text-based inquiry form, which captures contact details and interest data.
Workflow: Launch Chat Window
graph LR
A[Widget Loads] --> B[Animation Plays]
B --> C{Flag Enabled?}
C -- Yes --> D[Launch Chat Window]
D --> E[Display Greeting]
C -- No --> F[Wait for User Interaction]
Business Rules & Constraints
- Launch Chat Window: Available only for desktop profiles. It is hidden or disabled for mobile profiles to ensure optimal mobile UX.
- Compatibility: The widget requires modern JavaScript environments; outdated libraries like MooTools may cause rendering failures.
- Speech-to-Text: Fixed an issue where mobile dictation caused repetitive text output.
Ticket coverage
- CHAT-17356 — Implements file attachment functionality for visitors to send documents.
- CHAT-17363 — Adds a 'Launch Chat Window' flag to desktop profiles to trigger immediate chat window opening.
- CHAT-17364 — Introduces a browser tab pop-up notification to re-engage visitors who navigate away.
- CHAT-17365 — Adds support for light and dark mode themes within the widget.
- CHAT-17366 — Enables the ability to switch between live chat and a text-based form for inquiries.
- CHAT-17372 — Resolves a submission error occurring when sending text-type questions (Name, Email, Phone, Region, Message).
- CHAT-17374 — Fixes a widget loading failure caused by conflicts with outdated MooTools libraries.
- CHAT-17377 — Corrects a bug in mobile speech-to-text that caused repetitive word transcription.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the latest updates to the visitor-facing chat widget, focusing on improved engagement, accessibility, and functional reliability.
Key Features
Launch Chat Window
A new configuration flag allows the chat window to launch automatically upon widget initialization. This provides a more proactive engagement experience by displaying the initial greeting immediately after the widget animation completes. This feature is restricted to desktop profiles.
File Attachments
Visitors can now upload and send documents directly through the chat interface, enabling richer communication with business owners.
Browser Tab Attention (Pop-up)
To increase engagement, a pop-up notification appears when a visitor navigates away from the browser tab containing the active chat, reminding them of the ongoing conversation.
UI Customization
- Light/Dark Mode: The widget now supports theme toggling to match website aesthetics.
- Chat/Text Switching: Visitors can toggle between live chat and a text-based inquiry form, which captures contact details and interest data.
Workflow: Launch Chat Window
graph LR
A[Widget Loads] --> B[Animation Plays]
B --> C{Flag Enabled?}
C -- Yes --> D[Launch Chat Window]
D --> E[Display Greeting]
C -- No --> F[Wait for User Interaction]
Business Rules & Constraints
- Launch Chat Window: Available only for desktop profiles. It is hidden or disabled for mobile profiles to ensure optimal mobile UX.
- Compatibility: The widget requires modern JavaScript environments; outdated libraries like MooTools may cause rendering failures.
- Speech-to-Text: Fixed an issue where mobile dictation caused repetitive text output.
Ticket coverage
- CHAT-17356 — Implements file attachment functionality for visitors to send documents.
- CHAT-17363 — Adds a 'Launch Chat Window' flag to desktop profiles to trigger immediate chat window opening.
- CHAT-17364 — Introduces a browser tab pop-up notification to re-engage visitors who navigate away.
- CHAT-17365 — Adds support for light and dark mode themes within the widget.
- CHAT-17366 — Enables the ability to switch between live chat and a text-based form for inquiries.
- CHAT-17372 — Resolves a submission error occurring when sending text-type questions (Name, Email, Phone, Region, Message).
- CHAT-17374 — Fixes a widget loading failure caused by conflicts with outdated MooTools libraries.
- CHAT-17377 — Corrects a bug in mobile speech-to-text that caused repetitive word transcription.
Agent Dashboard UX Enhancements: Batch 21
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumed that the 'Script folder' refers to the specific UI component within the Agent Dashboard where CRM instructions are displayed as images.
- Assumed that the 'Call Connect' feature toggle is managed at the administrative/account level.
- Assumed that the image optimization error was a server-side validation logic issue rather than a browser-side limitation.
graph LR
A[Agent Portal] --> B{Feature Enabled?}
B -- No --> C[Hide Call Connect Button]
B -- Yes --> D[Show Call Connect Button]
E[Search Input] --> F[Clear Search]
F --> G[Maintain Image Expansion State]
✎ This documentation has been manually edited.
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Overview
This update addresses critical UI/UX stability issues within the Agent Dashboard, focusing on script navigation, image asset management, and feature-specific visibility controls.
Script Folder Navigation
When agents interact with the Script section, the system now maintains the state of expanded images during search operations. Previously, clearing the search input caused the script folder image to collapse, forcing agents to manually re-expand the content to view CRM instructions.
Representative Image Uploads
System validation for Representative images under Company > Appearance > Aliases has been optimized. The system now correctly processes images under the 1 MB limit without triggering false-positive optimization errors. Users should no longer experience failures when uploading valid PNG files that were previously rejected despite meeting size requirements.
Call Connect Visibility
Logic for the 'Call Connect' feature has been updated to ensure strict adherence to account-level settings. If the Call Connect feature is disabled for an account, the 'Call Connect' button is now completely removed from the Agent Portal UI, regardless of whether a phone number is populated in the 'Call Connect Number' field.
Ticket coverage
- CHAT-17342 — Fixes a bug where clearing the search input in the Script section caused expanded images to collapse, ensuring the UI state persists.
- CHAT-17354 — Resolves an issue where valid images under 1 MB were incorrectly rejected by the file optimization service, allowing successful uploads for files within the documented size limit.
- CHAT-17362 — Ensures the 'Call Connect' button is hidden from the Agent Portal when the feature is disabled, preventing the display of inactive UI elements.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update addresses critical UI/UX stability issues within the Agent Dashboard, focusing on script navigation, image asset management, and feature-specific visibility controls.
Script Folder Navigation
When agents interact with the Script section, the system now maintains the state of expanded images during search operations. Previously, clearing the search input caused the script folder image to collapse, forcing agents to manually re-expand the content to view CRM instructions.
Representative Image Uploads
System validation for Representative images under Company > Appearance > Aliases has been optimized. The system now correctly processes images under the 1 MB limit without triggering false-positive optimization errors. Users should no longer experience failures when uploading valid PNG files that were previously rejected despite meeting size requirements.
Call Connect Visibility
Logic for the 'Call Connect' feature has been updated to ensure strict adherence to account-level settings. If the Call Connect feature is disabled for an account, the 'Call Connect' button is now completely removed from the Agent Portal UI, regardless of whether a phone number is populated in the 'Call Connect Number' field.
Ticket coverage
- CHAT-17342 — Fixes a bug where clearing the search input in the Script section caused expanded images to collapse, ensuring the UI state persists.
- CHAT-17354 — Resolves an issue where valid images under 1 MB were incorrectly rejected by the file optimization service, allowing successful uploads for files within the documented size limit.
- CHAT-17362 — Ensures the 'Call Connect' button is hidden from the Agent Portal when the feature is disabled, preventing the display of inactive UI elements.
AI Chatbot Integration Management V2 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The CareHQ integration uses standard API authentication protocols as defined in the partner's documentation.
- The 'Portal' mentioned in CHAT-17346 refers to the administrative dashboard for managing MicroService host configurations.
- The 'Spanish Agent' requirement implies a multi-language support feature within the agent management module.
graph LR
A[Initiate Chat Transfer] --> B{Target Agent Active?}
B -- Yes --> C{Target Agent has Language Assigned?}
B -- No --> D[Display Error: No Agent Available]
C -- Yes --> E[Transfer Successful]
C -- No --> D
✎ This documentation has been manually edited.
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Overview
This documentation covers the latest updates to the AI Chatbot Integration Management V2 system, focusing on CRM connectivity, UI stability, and agent-to-agent chat transfer logic.
CareHQ CRM Integration
The system now supports backend-level integration with CareHQ CRM. This allows partner organizations to synchronize chatbot data directly with their CareHQ instances. The integration is handled via secure server-to-server API communication.
Facebook Integration Stability
Users can now configure Facebook integration within the 'Company Settings' module without encountering system errors. Previously, saving settings resulted in a blank page; this has been resolved to ensure data persistence and UI responsiveness.
Chat Transfer Logic
Chat transfers between agents of different languages (specifically English to Spanish) are fully supported.
Business Rules & Constraints
- Language Assignment: For a successful transfer to a Spanish-speaking agent, the target agent must have the 'Spanish' language explicitly assigned to their profile.
- Availability: If no agent with the required language proficiency is currently active/available, the system will trigger an error during the transfer attempt.
VideoGreet Positioning
MicroService-based VideoGreet components now strictly adhere to the positioning configurations defined within the Portal. This ensures that visual elements appear exactly where intended on the host site.
Ticket coverage
- CHAT-17315 — Implements backend API integration with CareHQ CRM for seamless data synchronization.
- CHAT-17346 — Fixes a bug where VideoGreet components failed to respect the positioning settings defined in the Portal.
- CHAT-17358 — Resolves a UI defect where saving Facebook integration settings caused the application to display a blank page.
- CHAT-17376 — Corrects chat transfer logic to ensure successful routing to Spanish agents, provided the agent is correctly configured with the language attribute.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the latest updates to the AI Chatbot Integration Management V2 system, focusing on CRM connectivity, UI stability, and agent-to-agent chat transfer logic.
CareHQ CRM Integration
The system now supports backend-level integration with CareHQ CRM. This allows partner organizations to synchronize chatbot data directly with their CareHQ instances. The integration is handled via secure server-to-server API communication.
Facebook Integration Stability
Users can now configure Facebook integration within the 'Company Settings' module without encountering system errors. Previously, saving settings resulted in a blank page; this has been resolved to ensure data persistence and UI responsiveness.
Chat Transfer Logic
Chat transfers between agents of different languages (specifically English to Spanish) are fully supported.
Business Rules & Constraints
- Language Assignment: For a successful transfer to a Spanish-speaking agent, the target agent must have the 'Spanish' language explicitly assigned to their profile.
- Availability: If no agent with the required language proficiency is currently active/available, the system will trigger an error during the transfer attempt.
VideoGreet Positioning
MicroService-based VideoGreet components now strictly adhere to the positioning configurations defined within the Portal. This ensures that visual elements appear exactly where intended on the host site.
Ticket coverage
- CHAT-17315 — Implements backend API integration with CareHQ CRM for seamless data synchronization.
- CHAT-17346 — Fixes a bug where VideoGreet components failed to respect the positioning settings defined in the Portal.
- CHAT-17358 — Resolves a UI defect where saving Facebook integration settings caused the application to display a blank page.
- CHAT-17376 — Corrects chat transfer logic to ensure successful routing to Spanish agents, provided the agent is correctly configured with the language attribute.
Voice Onboarding and Configuration Documentation - Batch 21
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumed that 'Account Type' selection is mandatory for all new onboarding requests based on the validation requirements mentioned.
- Assumed that the 'Voice' tier updates are immediately available in the pricing configuration for all relevant partners.
- Assumed that the Billable Leads report issue was a user-error or environment-specific configuration rather than a systemic code defect.
graph LR
A[Start Onboarding/Quote] --> B[Select Account Type(s)]
B --> C[Submit Request]
C --> D{CRM ID Present?}
D -- Yes --> E[Trigger Provisioning Email]
D -- No --> F[Request Logged without Email]
✎ This documentation has been manually edited.
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Overview
This documentation covers updates to the voice onboarding and configuration ecosystem, including enhancements to notification delivery, account classification, and pricing tiers.
Multi-Device Notification Support
The system now supports push notifications across all devices associated with a user account. Previously, notifications were restricted to the most recently logged-in device. The system now broadcasts notifications to every active session, ensuring consistent communication regardless of the device used.
Account Type Classification
A new 'Account Type' field has been introduced to the Quote, Legacy Provisioning, and New Portal onboarding flows. This multi-select field allows users to categorize accounts (e.g., Human Agent, AI Chatbot, Virtual Assistant, Operator, Voice AI).
Workflow
- Quote Creation: Sales personnel select the relevant account types before generating the quote.
- Provisioning/Onboarding: Users must select the account type during the submission process.
- Validation: The system enforces selection to prevent onboarding without a defined account type.
Voice Pricing Tiers
New pricing tiers have been added for Voice services:
- Direct: 700 minutes for $1,275/month with a $2.09/minute overage rate.
- Partners: 700 minutes for $875/month with a $1.45/minute overage rate.
Provisioning and Reporting Notes
- Provisioning Emails: Provisioning emails are triggered automatically only if the CRM ID is selected at the time of the initial request creation. Updates to the CRM ID post-creation do not retroactively trigger the notification.
- Billable Leads Report: The system supports report generation for Salem Media Group; users experiencing issues should verify that their specific filtering criteria match the system's expected input parameters.
Ticket coverage
- CHAT-17320 — Updates push notification logic to broadcast alerts to all user-linked devices instead of only the most recent one.
- CHAT-17326 — Clarifies that provisioning emails are only generated if the CRM ID is present at the time of request creation.
- CHAT-17343 — Adds a mandatory multi-select 'Account Type' field to quotes and onboarding flows to improve account categorization.
- CHAT-17349 — Introduces new 700-minute pricing tiers for both Direct and Partner voice service models.
- CHAT-17352 — Investigates and confirms the functionality of the Billable Leads report for Salem Media Group.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the voice onboarding and configuration ecosystem, including enhancements to notification delivery, account classification, and pricing tiers.
Multi-Device Notification Support
The system now supports push notifications across all devices associated with a user account. Previously, notifications were restricted to the most recently logged-in device. The system now broadcasts notifications to every active session, ensuring consistent communication regardless of the device used.
Account Type Classification
A new 'Account Type' field has been introduced to the Quote, Legacy Provisioning, and New Portal onboarding flows. This multi-select field allows users to categorize accounts (e.g., Human Agent, AI Chatbot, Virtual Assistant, Operator, Voice AI).
Workflow
- Quote Creation: Sales personnel select the relevant account types before generating the quote.
- Provisioning/Onboarding: Users must select the account type during the submission process.
- Validation: The system enforces selection to prevent onboarding without a defined account type.
Voice Pricing Tiers
New pricing tiers have been added for Voice services:
- Direct: 700 minutes for $1,275/month with a $2.09/minute overage rate.
- Partners: 700 minutes for $875/month with a $1.45/minute overage rate.
Provisioning and Reporting Notes
- Provisioning Emails: Provisioning emails are triggered automatically only if the CRM ID is selected at the time of the initial request creation. Updates to the CRM ID post-creation do not retroactively trigger the notification.
- Billable Leads Report: The system supports report generation for Salem Media Group; users experiencing issues should verify that their specific filtering criteria match the system's expected input parameters.
Ticket coverage
- CHAT-17320 — Updates push notification logic to broadcast alerts to all user-linked devices instead of only the most recent one.
- CHAT-17326 — Clarifies that provisioning emails are only generated if the CRM ID is present at the time of request creation.
- CHAT-17343 — Adds a mandatory multi-select 'Account Type' field to quotes and onboarding flows to improve account categorization.
- CHAT-17349 — Introduces new 700-minute pricing tiers for both Direct and Partner voice service models.
- CHAT-17352 — Investigates and confirms the functionality of the Billable Leads report for Salem Media Group.
Video Greet Language Localization and Interaction Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Invitation Microservice' (MS) is the standard architecture for all modern chat deployments.
- The system uses a predefined mapping for script message translations.
- The 'legacy invitation' refers to deprecated infrastructure that will not receive further feature updates.
graph LR
A[Visitor Opens Video Greet] --> B[Select Language from Dropdown]
B --> C{Update Script Message}
C --> D[Initiate Chat]
D --> E[Display Filtered Pre-chat Message]
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Overview
The Video Greet feature provides an interactive, localized experience for website visitors. This update ensures that when a visitor selects a preferred language from the chat window dropdown, the system dynamically updates the script message to match the selection. The feature is designed to provide a seamless transition between languages, ensuring that pre-chat messages and chat initiation align with the visitor's chosen language.
User Flow
- Language Selection: The visitor interacts with the Video Greet widget and selects a language (e.g., Spanish) from the provided dropdown menu.
- Dynamic Update: The system updates the script message to the selected language. Note: The video greeting text itself remains static and does not translate.
- Chat Initiation: Upon starting the chat, the system ensures the session initiates in the selected language.
- Message Display: The system filters pre-chat messages to display only the content corresponding to the selected language, preventing the display of multiple language versions simultaneously.
Business Rules & Constraints
- Scope: This feature is supported exclusively on the Invitation Microservice (MS). Legacy invitation themes are not supported.
- Translation Scope: Only the script message is translated; video greeting text is excluded from translation.
- UI/UX: The play/stop controls for the video are centered and fully functional.
- Consistency: Visitors can switch languages without needing to refresh the page, and the system prevents invalid language-to-language transfers (e.g., Spanish to Spanish).
Ticket Coverage
- CHAT-17389 — Fixes an issue where script messages failed to convert or disappeared upon language selection.
- CHAT-17390 — Resolves bugs preventing proper language transfer, ensuring visitors can switch languages without page refreshes or redundant selections.
- CHAT-17391 — Corrects UI alignment and restores functionality for video play/stop controls.
- CHAT-17392 — Confirms that language dropdowns are not supported for legacy invitations, as development is focused on the Invitation Microservice.
- CHAT-17433 — Fixes a bug where both English and Spanish pre-chat messages were displayed simultaneously to the visitor.
- CHAT-17443 — Addresses a regression where the language translation feature was failing to initiate in the selected language.
- CHAT-17464 — Ensures that the chat session correctly inherits the visitor's selected language upon initiation.
- CHAT-17466 — Extends the fix for pre-chat message filtering to include scenarios where plain text is configured for specific languages.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Video Greet feature provides an interactive, localized experience for website visitors. This update ensures that when a visitor selects a preferred language from the chat window dropdown, the system dynamically updates the script message to match the selection. The feature is designed to provide a seamless transition between languages, ensuring that pre-chat messages and chat initiation align with the visitor's chosen language.
User Flow
- Language Selection: The visitor interacts with the Video Greet widget and selects a language (e.g., Spanish) from the provided dropdown menu.
- Dynamic Update: The system updates the script message to the selected language. Note: The video greeting text itself remains static and does not translate.
- Chat Initiation: Upon starting the chat, the system ensures the session initiates in the selected language.
- Message Display: The system filters pre-chat messages to display only the content corresponding to the selected language, preventing the display of multiple language versions simultaneously.
Business Rules & Constraints
- Scope: This feature is supported exclusively on the Invitation Microservice (MS). Legacy invitation themes are not supported.
- Translation Scope: Only the script message is translated; video greeting text is excluded from translation.
- UI/UX: The play/stop controls for the video are centered and fully functional.
- Consistency: Visitors can switch languages without needing to refresh the page, and the system prevents invalid language-to-language transfers (e.g., Spanish to Spanish).
Ticket Coverage
- CHAT-17389 — Fixes an issue where script messages failed to convert or disappeared upon language selection.
- CHAT-17390 — Resolves bugs preventing proper language transfer, ensuring visitors can switch languages without page refreshes or redundant selections.
- CHAT-17391 — Corrects UI alignment and restores functionality for video play/stop controls.
- CHAT-17392 — Confirms that language dropdowns are not supported for legacy invitations, as development is focused on the Invitation Microservice.
- CHAT-17433 — Fixes a bug where both English and Spanish pre-chat messages were displayed simultaneously to the visitor.
- CHAT-17443 — Addresses a regression where the language translation feature was failing to initiate in the selected language.
- CHAT-17464 — Ensures that the chat session correctly inherits the visitor's selected language upon initiation.
- CHAT-17466 — Extends the fix for pre-chat message filtering to include scenarios where plain text is configured for specific languages.
Chat Widget Launch Window and Poke Message Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Exit Intent' is defined by standard browser events like mouse movement towards the top of the viewport or navigation away.
- The system uses a session-based flag to track whether a user has interacted with the chat window.
- Poke message configurations are inherited from existing EP settings.
graph LR
A[Chat Window Launches] --> B{User Interacts?}
B -- Yes --> C[Chat Session Active]
B -- No --> D[User Closes Window]
D --> E[EP Eligible for Trigger]
A --> F[Poke Message Displays]
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Overview
This documentation covers the integration between the Chat Widget Launch Window and the Exit Popup (EP) feature, as well as the implementation of proactive 'Poke' messages within the launch window experience.
Launch Window and EP Interaction
The Chat Widget Launch Window is designed to prioritize user engagement. When the launch window is active, the Exit Popup (EP) is suppressed to prevent overlapping UI elements.
Interaction Logic
- Suppression: When the chat window is launched, the EP is neutralized.
- Re-activation: If a user closes the chat window without initiating a conversation (i.e., no message sent or quick reply clicked), the EP becomes eligible to trigger again.
- Trigger Conditions: The EP will trigger if the user performs an 'exit intent' action (such as scrolling upwards or navigating away from the page) after the chat window has been closed without interaction.
- Persistence: If the user interacts with the chat window, the EP remains suppressed for the remainder of the session or page view, as the chat session is considered active.
Poke Messages in Launch Window
Poke messages are now supported within the Launch Window prior to the user sending their first message. This mirrors the existing EP functionality to drive higher engagement rates.
Flow
- Launch: The chat window opens.
- Trigger: Poke messages are displayed immediately upon the window launch.
- Interaction: The user can respond to the poke message, which initiates the chat session.
Ticket coverage
- CHAT-17440 — Optimizes the interaction between the Chat Window and Exit Popup by allowing the EP to trigger if the user closes the chat window without sending a message or clicking a quick reply.
- CHAT-17457 — Updates the poke message delivery logic to trigger immediately upon the launch of the chat window, rather than waiting for the user to send the first message.
Business Rules and Constraints
- Poke messages must maintain backward compatibility with existing chat window configurations.
- All poke message delivery events must be logged for monitoring and analytics purposes.
- The system must distinguish between 'active' chat sessions (user replied) and 'passive' sessions (window opened but closed without input) to determine EP eligibility.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the integration between the Chat Widget Launch Window and the Exit Popup (EP) feature, as well as the implementation of proactive 'Poke' messages within the launch window experience.
Launch Window and EP Interaction
The Chat Widget Launch Window is designed to prioritize user engagement. When the launch window is active, the Exit Popup (EP) is suppressed to prevent overlapping UI elements.
Interaction Logic
- Suppression: When the chat window is launched, the EP is neutralized.
- Re-activation: If a user closes the chat window without initiating a conversation (i.e., no message sent or quick reply clicked), the EP becomes eligible to trigger again.
- Trigger Conditions: The EP will trigger if the user performs an 'exit intent' action (such as scrolling upwards or navigating away from the page) after the chat window has been closed without interaction.
- Persistence: If the user interacts with the chat window, the EP remains suppressed for the remainder of the session or page view, as the chat session is considered active.
Poke Messages in Launch Window
Poke messages are now supported within the Launch Window prior to the user sending their first message. This mirrors the existing EP functionality to drive higher engagement rates.
Flow
- Launch: The chat window opens.
- Trigger: Poke messages are displayed immediately upon the window launch.
- Interaction: The user can respond to the poke message, which initiates the chat session.
Ticket coverage
- CHAT-17440 — Optimizes the interaction between the Chat Window and Exit Popup by allowing the EP to trigger if the user closes the chat window without sending a message or clicking a quick reply.
- CHAT-17457 — Updates the poke message delivery logic to trigger immediately upon the launch of the chat window, rather than waiting for the user to send the first message.
Business Rules and Constraints
- Poke messages must maintain backward compatibility with existing chat window configurations.
- All poke message delivery events must be logged for monitoring and analytics purposes.
- The system must distinguish between 'active' chat sessions (user replied) and 'passive' sessions (window opened but closed without input) to determine EP eligibility.
Mobile App Authentication and Stability Management
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Contact Server' error in CHAT-17472 was primarily a transient state caused by backend cache inconsistencies.
- The auto-refresh mechanism mentioned in CHAT-17477 is currently functional for single-company users.
- The 'unexpected error' mentioned in CHAT-17477 is synonymous with the 'Contact Server' error observed in CHAT-17472.
graph LR
A[User Session Active] --> B{Token Expired?}
B -- No --> C[Continue App Usage]
B -- Yes --> D[Trigger Auto-Refresh]
D --> E{Refresh Successful?}
E -- Yes --> C
E -- No --> F[Prompt Manual Re-login]
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Overview
This documentation covers the stability improvements and authentication handling mechanisms for the mobile application. It addresses issues related to session persistence, backend cache synchronization, and the management of authorization token lifecycles.
Authentication and Token Lifecycle
The mobile application enforces a secure session management policy. When an authorization token reaches its 24-hour expiry limit, the system is designed to handle the transition gracefully to prevent service interruptions.
User Flow
- Initial Login: The user authenticates via the mobile app, receiving a valid authorization token.
- Session Persistence: The app maintains the session for the duration of the token's validity.
- Token Expiry: Upon reaching the 24-hour threshold, the system triggers a refresh mechanism to extend the session without requiring manual user intervention.
- Session Continuity: The user continues to access the application seamlessly without encountering 'Contact Server' or unexpected error messages.
Business Rules and Constraints
- Token Expiry: Authorization tokens are set to expire after 24 hours of inactivity or session duration.
- Multi-Company Access: Users associated with multiple company keys may experience limitations in the current automated refresh implementation. For these users, the system may require manual re-authentication until further API updates are deployed.
- Cache Synchronization: In the event of a backend cache mismatch, users may experience a 'Contact Server' error. If the application becomes unresponsive, a manual re-login is the primary recovery method.
Ticket coverage
- CHAT-17472 — Resolved an issue where the app became unresponsive due to backend cache synchronization errors, requiring users to re-login or reinstall the application.
- CHAT-17477 — Implemented automated token refresh logic to prevent unexpected error messages for users after the 24-hour authorization token expiry, with a known limitation for multi-company accounts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the stability improvements and authentication handling mechanisms for the mobile application. It addresses issues related to session persistence, backend cache synchronization, and the management of authorization token lifecycles.
Authentication and Token Lifecycle
The mobile application enforces a secure session management policy. When an authorization token reaches its 24-hour expiry limit, the system is designed to handle the transition gracefully to prevent service interruptions.
User Flow
- Initial Login: The user authenticates via the mobile app, receiving a valid authorization token.
- Session Persistence: The app maintains the session for the duration of the token's validity.
- Token Expiry: Upon reaching the 24-hour threshold, the system triggers a refresh mechanism to extend the session without requiring manual user intervention.
- Session Continuity: The user continues to access the application seamlessly without encountering 'Contact Server' or unexpected error messages.
Business Rules and Constraints
- Token Expiry: Authorization tokens are set to expire after 24 hours of inactivity or session duration.
- Multi-Company Access: Users associated with multiple company keys may experience limitations in the current automated refresh implementation. For these users, the system may require manual re-authentication until further API updates are deployed.
- Cache Synchronization: In the event of a backend cache mismatch, users may experience a 'Contact Server' error. If the application becomes unresponsive, a manual re-login is the primary recovery method.
Ticket coverage
- CHAT-17472 — Resolved an issue where the app became unresponsive due to backend cache synchronization errors, requiring users to re-login or reinstall the application.
- CHAT-17477 — Implemented automated token refresh logic to prevent unexpected error messages for users after the 24-hour authorization token expiry, with a known limitation for multi-company accounts.
Cancellation Policy Disclosure in Billing Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'first sentence' of the Terms and Conditions cancellation section is standard across all versions of the document.
- The onboarding quote system and the new portal share a centralized template or content management service for the Terms and Conditions.
- The 'pricing section' in the email template is a distinct, identifiable block that allows for post-section text injection.
graph LR
A[Initiate Order/Quote] --> B[Generate Order Summary Email]
B --> C[Insert Pricing Section]
C --> D[Append Cancellation Policy Text]
D --> E[Send Email to Customer]
F[Access Portal/Quote System] --> G[View Terms & Conditions]
G --> H[Display Updated Cancellation Clause]
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Overview
To mitigate billing disputes and clarify post-cancellation obligations, Blazeo has implemented a mandatory policy disclosure across customer-facing billing documentation. This update ensures that customers are explicitly informed of the 30-day notice requirement and the subsequent final billing process at the point of order confirmation and within the formal Terms and Conditions.
Policy Disclosure Requirements
The following mandatory text must be included in specified billing artifacts:
"Blazeo bills in arrears based on delivered usage. Cancellations require 30 days’ notice; service and billing continue during this period, and a final prorated invoice is issued afterward."
Implementation Details
Order Summary Emails
The policy text is injected into the Order Summary email generated by the onboarding quote system. It is positioned immediately following the pricing section, specifically near the bottom of the document, below the total amount.
Terms and Conditions
The policy text is integrated into the Terms and Conditions documentation accessible via the quote system and the new customer portal. The text is inserted immediately following the first sentence of the relevant cancellation section.
Business Rules and Constraints
- Content Accuracy: The specific phrasing must include the term "final prorated invoice" to ensure legal clarity regarding the final billing cycle.
- Placement: In emails, the text must appear after the pricing section. In Terms and Conditions, it must follow the first sentence of the cancellation clause.
- Scope: This applies to both the legacy quote system and the new customer portal to ensure consistency across all customer touchpoints.
Ticket coverage
- CHAT-17471 — Implements the mandatory cancellation policy disclosure in order summary emails and updates the Terms and Conditions in the quote system and customer portal to reduce billing disputes.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
To mitigate billing disputes and clarify post-cancellation obligations, Blazeo has implemented a mandatory policy disclosure across customer-facing billing documentation. This update ensures that customers are explicitly informed of the 30-day notice requirement and the subsequent final billing process at the point of order confirmation and within the formal Terms and Conditions.
Policy Disclosure Requirements
The following mandatory text must be included in specified billing artifacts:
"Blazeo bills in arrears based on delivered usage. Cancellations require 30 days’ notice; service and billing continue during this period, and a final prorated invoice is issued afterward."
Implementation Details
Order Summary Emails
The policy text is injected into the Order Summary email generated by the onboarding quote system. It is positioned immediately following the pricing section, specifically near the bottom of the document, below the total amount.
Terms and Conditions
The policy text is integrated into the Terms and Conditions documentation accessible via the quote system and the new customer portal. The text is inserted immediately following the first sentence of the relevant cancellation section.
Business Rules and Constraints
- Content Accuracy: The specific phrasing must include the term "final prorated invoice" to ensure legal clarity regarding the final billing cycle.
- Placement: In emails, the text must appear after the pricing section. In Terms and Conditions, it must follow the first sentence of the cancellation clause.
- Scope: This applies to both the legacy quote system and the new customer portal to ensure consistency across all customer touchpoints.
Ticket coverage
- CHAT-17471 — Implements the mandatory cancellation policy disclosure in order summary emails and updates the Terms and Conditions in the quote system and customer portal to reduce billing disputes.
Lead Categorization and Sub-Category Selection
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Admin Portal' is the primary interface where agents manage lead records.
- The system uses a relational database structure where sub-categories are mapped to parent lead categories.
- The 'scripting team' mentioned in the tickets refers to the internal team responsible for defining lead classification logic.
graph LR
A[Select Lead Category] --> B[System Filters Sub-Categories]
B --> C[Agent Selects Multiple Sub-Categories]
C --> D[Save Lead Record]
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Overview
The Lead Categorization feature allows agents to classify leads by selecting a primary lead category and associated sub-categories within the Admin Portal. This system ensures that lead data is structured and actionable for reporting and workflow management.
Workflow
- Select Lead Category: The agent navigates to the lead management interface and selects a primary lead category from the available dropdown menu.
- Filter Sub-Categories: Upon selecting a primary category, the system dynamically updates the available sub-category options to reflect those relevant to the chosen primary category.
- Multi-Select Sub-Categories: The agent selects one or more sub-categories from the filtered list. The system supports multi-selection by design to accommodate complex lead classification requirements.
- Save: The agent saves the lead record, committing the selected category and sub-category mapping to the database.
Business Rules and Constraints
- Dependency: Sub-category options are strictly dependent on the selected primary lead category.
- Multi-Selection: The system is explicitly designed to allow the selection of multiple sub-categories simultaneously for a single lead.
- Data Integrity: The categorization logic is intended to prevent misclassification by ensuring that only valid sub-categories are presented for a given primary category.
Ticket coverage
- CHAT-17473 — Implements dynamic filtering of sub-categories based on the selected lead category and confirms the multi-select functionality for sub-categories as per product requirements.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Lead Categorization feature allows agents to classify leads by selecting a primary lead category and associated sub-categories within the Admin Portal. This system ensures that lead data is structured and actionable for reporting and workflow management.
Workflow
- Select Lead Category: The agent navigates to the lead management interface and selects a primary lead category from the available dropdown menu.
- Filter Sub-Categories: Upon selecting a primary category, the system dynamically updates the available sub-category options to reflect those relevant to the chosen primary category.
- Multi-Select Sub-Categories: The agent selects one or more sub-categories from the filtered list. The system supports multi-selection by design to accommodate complex lead classification requirements.
- Save: The agent saves the lead record, committing the selected category and sub-category mapping to the database.
Business Rules and Constraints
- Dependency: Sub-category options are strictly dependent on the selected primary lead category.
- Multi-Selection: The system is explicitly designed to allow the selection of multiple sub-categories simultaneously for a single lead.
- Data Integrity: The categorization logic is intended to prevent misclassification by ensuring that only valid sub-categories are presented for a given primary category.
Ticket coverage
- CHAT-17473 — Implements dynamic filtering of sub-categories based on the selected lead category and confirms the multi-select functionality for sub-categories as per product requirements.
Web Performance Optimization: Caching and Audit Compliance
▶ 1 earlier version
▶ 3 assumptions
Overview
The Chat Widget employs a standardized industry caching strategy designed to balance high-performance asset delivery with the necessity of ensuring users always receive the most recent application updates. While third-party performance audits may flag individual requests, the system is architected to optimize load times while maintaining version control.
Caching Mechanism
The widget utilizes aggressive browser caching for the majority of its JavaScript assets to minimize network latency and reduce server load.
Cache Busting Strategy
To ensure that updates to the core application are immediately reflected for all end-users, the system intentionally excludes the bundle.index.js file from long-term caching. This file acts as the entry point for the widget; by preventing this specific file from being cached, the system forces the browser to check for the latest version of the application logic upon every initialization. This ensures that any changes to the widget's functionality or UI are propagated instantly without requiring manual cache clearing by the end-user.
Business Rules and Constraints
- Standardized Implementation: The widget follows market-standard practices for third-party script delivery.
- Selective Caching: All secondary JavaScript assets are cached to optimize performance, while the
bundle.index.jsfile is explicitly excluded to facilitate cache busting. - Audit Discrepancies: Performance audit tools may report a high number of requests; however, these are managed within the expected parameters of the widget's architecture and do not represent a failure in the caching implementation.
Ticket coverage
- CHAT-17476 — Clarifies that the chat widget uses a standard caching strategy where most assets are cached, while
bundle.index.jsremains uncached to ensure immediate delivery of application updates.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'uncached JavaScript' warnings reported in CHAT-18022 refer specifically to the entry point file mentioned in the existing documentation.
- The Blazeo production cloud nodes maintain the same caching headers as previous infrastructure.
- Clients using WordPress WPCode or similar injection methods are subject to the same browser-level caching rules as direct implementations.
graph LR
A[Browser Requests Widget] --> B{Check Cache}
B -- Hit --> C[Load Cached Assets]
B -- Miss/Expired --> D[Fetch bundle.index.js]
D --> E[Validate Version]
E --> F[Load Updated Assets]
G[Performance Audit Tool] -.->|Flags| D
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Overview
The Chat Widget employs a standardized industry caching strategy designed to balance high-performance asset delivery with the necessity of ensuring users always receive the most recent application updates. While third-party performance audits may flag individual requests, the system is architected to optimize load times while maintaining version control.
Caching Mechanism
The widget utilizes aggressive browser caching for the majority of its JavaScript assets to minimize network latency and reduce server load.
Cache Busting Strategy
To ensure that updates to the core application are immediately reflected for all end-users, the system intentionally excludes the bundle.index.js file from long-term caching. This file acts as the entry point for the widget; by preventing this specific file from being cached, the system forces the browser to check for the latest version of the application logic upon every initialization. This ensures that any changes to the widget's functionality or UI are propagated instantly without requiring manual cache clearing by the end-user.
Handling Performance Audit Warnings
It is common for automated SEO and performance audit tools (e.g., Semrush, Lighthouse) to flag the bundle.index.js file as an "uncached resource." These warnings are expected behavior resulting from our intentional cache-busting strategy. Because the widget is designed to prioritize version integrity over static caching for the entry point, these audit flags do not indicate a performance defect or a misconfiguration of the Blazeo production cloud nodes. Clients should be advised that these warnings are false positives in the context of our version-control architecture.
Business Rules and Constraints
- Standardized Implementation: The widget follows market-standard practices for third-party script delivery.
- Selective Caching: All secondary JavaScript assets are cached to optimize performance, while the
bundle.index.jsfile is explicitly excluded to facilitate cache busting. - Audit Discrepancies: Performance audit tools may report a high number of requests or uncached JavaScript warnings; these are managed within the expected parameters of the widget's architecture and do not represent a failure in the caching implementation.
Ticket coverage
- CHAT-17476 — Clarifies that the chat widget uses a standard caching strategy where most assets are cached, while
bundle.index.jsremains uncached to ensure immediate delivery of application updates. - CHAT-18022 — Documents that performance audit warnings regarding uncached JavaScript are expected behavior due to the intentional cache-busting strategy for the entry point script.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget employs a standardized industry caching strategy designed to balance high-performance asset delivery with the necessity of ensuring users always receive the most recent application updates. While third-party performance audits may flag individual requests, the system is architected to optimize load times while maintaining version control.
Caching Mechanism
The widget utilizes aggressive browser caching for the majority of its JavaScript assets to minimize network latency and reduce server load.
Cache Busting Strategy
To ensure that updates to the core application are immediately reflected for all end-users, the system intentionally excludes the bundle.index.js file from long-term caching. This file acts as the entry point for the widget; by preventing this specific file from being cached, the system forces the browser to check for the latest version of the application logic upon every initialization. This ensures that any changes to the widget's functionality or UI are propagated instantly without requiring manual cache clearing by the end-user.
Handling Performance Audit Warnings
It is common for automated SEO and performance audit tools (e.g., Semrush, Lighthouse) to flag the bundle.index.js file as an "uncached resource." These warnings are expected behavior resulting from our intentional cache-busting strategy. Because the widget is designed to prioritize version integrity over static caching for the entry point, these audit flags do not indicate a performance defect or a misconfiguration of the Blazeo production cloud nodes. Clients should be advised that these warnings are false positives in the context of our version-control architecture.
Business Rules and Constraints
- Standardized Implementation: The widget follows market-standard practices for third-party script delivery.
- Selective Caching: All secondary JavaScript assets are cached to optimize performance, while the
bundle.index.jsfile is explicitly excluded to facilitate cache busting. - Audit Discrepancies: Performance audit tools may report a high number of requests or uncached JavaScript warnings; these are managed within the expected parameters of the widget's architecture and do not represent a failure in the caching implementation.
Ticket coverage
- CHAT-17476 — Clarifies that the chat widget uses a standard caching strategy where most assets are cached, while
bundle.index.jsremains uncached to ensure immediate delivery of application updates. - CHAT-18022 — Documents that performance audit warnings regarding uncached JavaScript are expected behavior due to the intentional cache-busting strategy for the entry point script.
Automated Default Configuration for New Company Onboarding
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- It is assumed that the 'customer portal' mentioned in the comments refers to the same interface where these flags are managed.
- It is assumed that the 'leads tab' mentioned in the tickets is the primary location where these flags are exposed to end-users.
- It is assumed that the 'internal team' previously performed these actions via a backend administrative panel.
graph LR
A[Initiate Company Creation] --> B[System Applies Default Flags]
B --> C[Account Provisioned]
C --> D[User Accesses Account Settings]
D --> E[Optional: User Disables Flags]
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Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
System Flow
- Trigger: A new company is initiated through the customer portal, API, or quote-based provisioning.
- Defaulting: Upon creation, the system automatically applies the following default settings:
- Enable Transcripts
- Secure Chats
- Allow Print and Resend
- Copy Entire Transcript to Lead (including coding and timestamp)
- Dedicated Mobile Site
- User Modification: Once the account is provisioned, administrative users retain the ability to manually disable any of these flags via the account settings interface if they do not align with specific business requirements.
Business Rules and Constraints
- Scope: These defaults apply to all new accounts regardless of the creation method (API, portal, or internal provisioning).
- Flexibility: While the system enforces these as defaults, they are not locked; users have full control to toggle these settings off post-provisioning.
- Consistency: These changes ensure that all new accounts start with a standardized feature set, reducing manual configuration errors.
Ticket coverage
- CHAT-17478 — Enables the 'Enable Transcripts' flag by default for all new company accounts.
- CHAT-17479 — Enables the 'secure chats' flag by default for all new company accounts.
- CHAT-17480 — Enables the 'allow print and resend' flag by default for all new company accounts.
- CHAT-17481 — Enables the 'Copy entire transcript to lead and coding and timestamp' flag by default for all new company accounts.
- CHAT-17482 — Enables the 'dedicated mobile site' flag by default for all new company accounts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
System Flow
- Trigger: A new company is initiated through the customer portal, API, or quote-based provisioning.
- Defaulting: Upon creation, the system automatically applies the following default settings:
- Enable Transcripts
- Secure Chats
- Allow Print and Resend
- Copy Entire Transcript to Lead (including coding and timestamp)
- Dedicated Mobile Site
- User Modification: Once the account is provisioned, administrative users retain the ability to manually disable any of these flags via the account settings interface if they do not align with specific business requirements.
Business Rules and Constraints
- Scope: These defaults apply to all new accounts regardless of the creation method (API, portal, or internal provisioning).
- Flexibility: While the system enforces these as defaults, they are not locked; users have full control to toggle these settings off post-provisioning.
- Consistency: These changes ensure that all new accounts start with a standardized feature set, reducing manual configuration errors.
Ticket coverage
- CHAT-17478 — Enables the 'Enable Transcripts' flag by default for all new company accounts.
- CHAT-17479 — Enables the 'secure chats' flag by default for all new company accounts.
- CHAT-17480 — Enables the 'allow print and resend' flag by default for all new company accounts.
- CHAT-17481 — Enables the 'Copy entire transcript to lead and coding and timestamp' flag by default for all new company accounts.
- CHAT-17482 — Enables the 'dedicated mobile site' flag by default for all new company accounts.
Security Compliance and Hardening Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Auth page', 'new portal', and 'crm frontend' share a unified security configuration layer.
- The HSTS 'max-age' for production will be increased from 0 to a standard duration once verification is complete.
- The security team accepts domain-level TLS enforcement as sufficient mitigation for IP-level scan findings.
graph LR
A[Client Request] --> B{Security Headers Check}
B --> C[Validate TLS 1.2+]
C --> D[Validate CSP/HSTS Headers]
D --> E[Verify Subresource Integrity]
E --> F[Render Application]
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Overview
This documentation outlines the security hardening measures implemented across the Auth page, Portal, and CRM frontend to ensure compliance with industry standards and mitigate common web vulnerabilities.
Security Enhancements
Clickjacking Protection
To prevent UI redressing attacks, the application now enforces strict frame-ancestor policies. By implementing the Content-Security-Policy (CSP) with the frame-ancestors directive, the system restricts which domains are permitted to embed the application within an iframe, effectively neutralizing clickjacking attempts.
Subresource Integrity (SRI)
To ensure the authenticity of third-party assets, the application now utilizes the integrity attribute on all external script and link tags. This ensures that the browser only executes files that match the expected cryptographic hash, preventing the execution of malicious code if an external CDN or server is compromised.
TLS Protocol Hardening
To protect data in transit, the application enforces TLS 1.2 or higher. Legacy protocols (TLS 1.0 and 1.1) are disabled at the domain level to prevent exploitation of known cryptographic flaws such as BEAST and FREAK.
HTTP Strict Transport Security (HSTS)
To prevent protocol downgrade attacks and ensure all connections are encrypted, the application enforces HSTS. This header instructs browsers to interact with the application exclusively over HTTPS.
Business Rules and Constraints
- HSTS Configuration: Production environments utilize a phased rollout for HSTS to prevent permanent lockout due to browser caching. Staging environments are configured with a 6-month
max-age. - Shared Infrastructure: TLS 1.0/1.1 detection on IP scans may persist due to Azure shared infrastructure limitations; however, domain-level enforcement remains the source of truth for compliance.
Ticket coverage
- CHAT-17483 — Implements Content-Security-Policy with 'frame-ancestors' to prevent Clickjacking attacks on the Auth page, portal, and CRM frontend.
- CHAT-17484 — Adds integrity attributes to all third-party library script and link tags to verify resource authenticity and prevent malicious injection.
- CHAT-17485 — Enforces TLS 1.2+ at the domain level to mitigate risks associated with deprecated TLS 1.0/1.1 protocols.
- CHAT-17486 — Enables HTTP Strict Transport Security (HSTS) to force encrypted connections and prevent SSL stripping attacks.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the security hardening measures implemented across the Auth page, Portal, and CRM frontend to ensure compliance with industry standards and mitigate common web vulnerabilities.
Security Enhancements
Clickjacking Protection
To prevent UI redressing attacks, the application now enforces strict frame-ancestor policies. By implementing the Content-Security-Policy (CSP) with the frame-ancestors directive, the system restricts which domains are permitted to embed the application within an iframe, effectively neutralizing clickjacking attempts.
Subresource Integrity (SRI)
To ensure the authenticity of third-party assets, the application now utilizes the integrity attribute on all external script and link tags. This ensures that the browser only executes files that match the expected cryptographic hash, preventing the execution of malicious code if an external CDN or server is compromised.
TLS Protocol Hardening
To protect data in transit, the application enforces TLS 1.2 or higher. Legacy protocols (TLS 1.0 and 1.1) are disabled at the domain level to prevent exploitation of known cryptographic flaws such as BEAST and FREAK.
HTTP Strict Transport Security (HSTS)
To prevent protocol downgrade attacks and ensure all connections are encrypted, the application enforces HSTS. This header instructs browsers to interact with the application exclusively over HTTPS.
Business Rules and Constraints
- HSTS Configuration: Production environments utilize a phased rollout for HSTS to prevent permanent lockout due to browser caching. Staging environments are configured with a 6-month
max-age. - Shared Infrastructure: TLS 1.0/1.1 detection on IP scans may persist due to Azure shared infrastructure limitations; however, domain-level enforcement remains the source of truth for compliance.
Ticket coverage
- CHAT-17483 — Implements Content-Security-Policy with 'frame-ancestors' to prevent Clickjacking attacks on the Auth page, portal, and CRM frontend.
- CHAT-17484 — Adds integrity attributes to all third-party library script and link tags to verify resource authenticity and prevent malicious injection.
- CHAT-17485 — Enforces TLS 1.2+ at the domain level to mitigate risks associated with deprecated TLS 1.0/1.1 protocols.
- CHAT-17486 — Enables HTTP Strict Transport Security (HSTS) to force encrypted connections and prevent SSL stripping attacks.
Chat Attachment Management Logic
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 10 MB session limit mentioned in CHAT-17530 and CHAT-17533 is the current authoritative limit.
- The 'global configuration' for attachments is a boolean toggle available in the admin settings.
- The 'lead' refers to the data object generated from the chat session.
graph LR
A[Open Attachment Menu] --> B[Select Files]
B --> C{Validation: Size & Duplicates}
C -- Invalid --> D[Show Error]
C -- Valid --> E[Queue Files]
E --> F[Click Send]
F --> G[Disable Send Button]
G --> H[Transmit Files]
H --> I[Clear Input Box]
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Overview
The Chat Attachment Management system provides a robust framework for users to share files within chat sessions. It ensures consistent behavior across different question types, enforces strict file size and duplication policies, and improves the reliability of the user interface during the upload and sending process.
Core Functionality
- Visibility: The attachment icon is independent of Question Type (QT) and is controlled solely by the global chat configuration.
- Validation: The system enforces a maximum of 5 attachments per message and a cumulative session limit of 10 MB for all attachments.
- Duplicate Prevention: The system performs checks to prevent the same file from being uploaded multiple times within a single message.
- UI Reliability: The system clears the message input box after a successful send and disables the 'Send' button during transmission to prevent duplicate submissions.
User Flow
- Initiation: User clicks the attachment icon (visible based on configuration).
- Selection: User selects files. The system validates file size (cumulative 10 MB limit) and checks for duplicates.
- Management: User may remove files using the 'X' button. The system updates the queue to ensure only remaining files are sent.
- Submission: User clicks 'Send'. The system disables the button to prevent double-sends, transmits the files, and clears the input area upon success.
Ticket coverage
- CHAT-17487 — Implements validation logic for file size and name duplication within the post attachments service.
- CHAT-17514 — Decouples attachment visibility from Question Type (QT), ensuring it follows global configuration settings.
- CHAT-17515 — Prevents duplicate file entries when a user attempts to send the same file repeatedly.
- CHAT-17517 — Fixes a bug where removed attachments would persist or reappear in the upload queue.
- CHAT-17518 — Corrects an incorrect validation error that triggered when fewer than 5 attachments were uploaded.
- CHAT-17519 — Ensures that previously sent attachments are not re-added to the upload list when the user initiates a new attachment action.
- CHAT-17530 — Resolves issues where total file sizes exceeding 15 MB caused the lead to get stuck, now enforcing a 10 MB session limit.
- CHAT-17531 — Addresses duplicate file validation logic across multiple messages within a single chat session.
- CHAT-17533 — Enforces a 10 MB cumulative file size limit for the entire chat session rather than per message.
- CHAT-17536 — Ensures the message input box is cleared of attachments after a successful send operation.
- CHAT-17537 — Disables the 'Send' button during transmission to prevent duplicate submissions from multiple clicks.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Attachment Management system provides a robust framework for users to share files within chat sessions. It ensures consistent behavior across different question types, enforces strict file size and duplication policies, and improves the reliability of the user interface during the upload and sending process.
Core Functionality
- Visibility: The attachment icon is independent of Question Type (QT) and is controlled solely by the global chat configuration.
- Validation: The system enforces a maximum of 5 attachments per message and a cumulative session limit of 10 MB for all attachments.
- Duplicate Prevention: The system performs checks to prevent the same file from being uploaded multiple times within a single message.
- UI Reliability: The system clears the message input box after a successful send and disables the 'Send' button during transmission to prevent duplicate submissions.
User Flow
- Initiation: User clicks the attachment icon (visible based on configuration).
- Selection: User selects files. The system validates file size (cumulative 10 MB limit) and checks for duplicates.
- Management: User may remove files using the 'X' button. The system updates the queue to ensure only remaining files are sent.
- Submission: User clicks 'Send'. The system disables the button to prevent double-sends, transmits the files, and clears the input area upon success.
Ticket coverage
- CHAT-17487 — Implements validation logic for file size and name duplication within the post attachments service.
- CHAT-17514 — Decouples attachment visibility from Question Type (QT), ensuring it follows global configuration settings.
- CHAT-17515 — Prevents duplicate file entries when a user attempts to send the same file repeatedly.
- CHAT-17517 — Fixes a bug where removed attachments would persist or reappear in the upload queue.
- CHAT-17518 — Corrects an incorrect validation error that triggered when fewer than 5 attachments were uploaded.
- CHAT-17519 — Ensures that previously sent attachments are not re-added to the upload list when the user initiates a new attachment action.
- CHAT-17530 — Resolves issues where total file sizes exceeding 15 MB caused the lead to get stuck, now enforcing a 10 MB session limit.
- CHAT-17531 — Addresses duplicate file validation logic across multiple messages within a single chat session.
- CHAT-17533 — Enforces a 10 MB cumulative file size limit for the entire chat session rather than per message.
- CHAT-17536 — Ensures the message input box is cleared of attachments after a successful send operation.
- CHAT-17537 — Disables the 'Send' button during transmission to prevent duplicate submissions from multiple clicks.
HTML Lead Document Reporting and Attachment Handling
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Do Not Send in HTML Lead' setting is a global or per-lead configuration toggle.
- The system uses a standard SMTP or email service provider to deliver the attachments.
- The 'file size and name duplication check' mentioned in linked issues is a prerequisite for the attachment delivery service.
graph LR
A[Visitor Uploads Documents] --> B{Check 'Do Not Send' Setting}
B -- Enabled --> C[Send Lead Email without Document Info]
B -- Disabled --> D[Calculate Document Count]
D --> E[Attach Files to Email]
E --> F[Send Lead Email with Count and Attachments]
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Overview
This feature enhances the HTML Lead reporting system by providing visibility into visitor-uploaded documents and enabling the direct delivery of these files via email. The system now tracks document counts and includes the actual attachments in lead notifications, provided the relevant settings are configured.
Document Reporting and Attachment Flow
- Visitor Interaction: A visitor uploads one or more documents through the chat interface.
- System Processing: The system identifies the attachments and calculates the total document count associated with the lead.
- Configuration Check: The system verifies the "Do Not Send in HTML Lead" setting.
- Notification Dispatch:
- If the setting is disabled, the HTML lead email includes the document count and the actual files as attachments.
- If the setting is enabled, the system suppresses all references to the documents, including the count and the attachments themselves.
Business Rules and Constraints
- Privacy/Suppression: When the "Do Not Send in HTML Lead" setting is active, the system must strictly omit any mention of document counts or file attachments to ensure compliance with user privacy preferences.
- Data Integrity: The system performs checks for file size and name duplication to ensure that only valid, unique attachments are processed and reported.
Ticket coverage
- CHAT-17488 — Implements the functionality to calculate and display the total number of documents received within an HTML lead report.
- CHAT-17525 — Resolves a bug where document counts were incorrectly displayed in HTML leads even when the "Do Not Send in HTML Lead" setting was enabled.
- CHAT-17526 — Enables the actual delivery of visitor-uploaded files as attachments within the HTML lead notification email.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature enhances the HTML Lead reporting system by providing visibility into visitor-uploaded documents and enabling the direct delivery of these files via email. The system now tracks document counts and includes the actual attachments in lead notifications, provided the relevant settings are configured.
Document Reporting and Attachment Flow
- Visitor Interaction: A visitor uploads one or more documents through the chat interface.
- System Processing: The system identifies the attachments and calculates the total document count associated with the lead.
- Configuration Check: The system verifies the "Do Not Send in HTML Lead" setting.
- Notification Dispatch:
- If the setting is disabled, the HTML lead email includes the document count and the actual files as attachments.
- If the setting is enabled, the system suppresses all references to the documents, including the count and the attachments themselves.
Business Rules and Constraints
- Privacy/Suppression: When the "Do Not Send in HTML Lead" setting is active, the system must strictly omit any mention of document counts or file attachments to ensure compliance with user privacy preferences.
- Data Integrity: The system performs checks for file size and name duplication to ensure that only valid, unique attachments are processed and reported.
Ticket coverage
- CHAT-17488 — Implements the functionality to calculate and display the total number of documents received within an HTML lead report.
- CHAT-17525 — Resolves a bug where document counts were incorrectly displayed in HTML leads even when the "Do Not Send in HTML Lead" setting was enabled.
- CHAT-17526 — Enables the actual delivery of visitor-uploaded files as attachments within the HTML lead notification email.
Chat Widget Deployment and Cross-Portal Configuration Stability
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'SpeechToTextEnabled' error was caused by a missing database migration in the staging environment.
- The legacy portal and new portal share a common backend database or configuration service that was causing the cross-portal interference.
- The fix for CHAT-17507 involves preventing the new portal from sending null or default values that overwrite legacy-specific fields.
graph LR
A[User opens New Portal] --> B[Access Widget Editor]
B --> C[Apply Theme/Setting Changes]
C --> D{System Validation}
D --> E[Update Widget Configuration]
D --> F[Preserve Legacy Video Greeting State]
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Overview
This documentation covers recent stability improvements to the chat widget deployment process and the synchronization of configuration settings between the new customer portal and the legacy profile system. These updates ensure that widget deployment remains consistent and that configuration changes do not cause regressions in legacy video greeting functionality.
Deployment Stability
Deployment of the chat widget via invitation links is now stabilized. Previous database schema mismatches, specifically regarding the SpeechToTextEnabled column, have been resolved to ensure that widget initialization proceeds without runtime errors.
Cross-Portal Configuration Integrity
To prevent disruptions in legacy profile functionality, the system now enforces strict isolation between the new customer portal's widget editor and the legacy profile settings.
User Flow for Widget Configuration
- Access: The user logs into the new customer portal.
- Modification: The user navigates to the widget editor to update themes or settings.
- Validation: The system processes the update while ensuring that legacy-specific features, such as Video Greetings, remain unaffected by the new portal's configuration schema.
- Persistence: Changes are applied to the widget instance without overwriting or corrupting the legacy profile data.
Business Rules and Constraints
- Schema Consistency: The database must maintain parity between the new portal's configuration requirements and the legacy environment to prevent 'Invalid column name' errors.
- Feature Isolation: Updates made in the new portal must not trigger unintended state changes in legacy video greeting configurations.
Ticket coverage
- CHAT-17490 — Resolved a database schema error ('Invalid column name SpeechToTextEnabled') that prevented the chat widget from loading correctly via invitation links in the staging environment.
- CHAT-17507 — Fixed a regression where modifying widget settings in the new customer portal caused the Video Greeting feature to fail or disappear in the legacy portal profile.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent stability improvements to the chat widget deployment process and the synchronization of configuration settings between the new customer portal and the legacy profile system. These updates ensure that widget deployment remains consistent and that configuration changes do not cause regressions in legacy video greeting functionality.
Deployment Stability
Deployment of the chat widget via invitation links is now stabilized. Previous database schema mismatches, specifically regarding the SpeechToTextEnabled column, have been resolved to ensure that widget initialization proceeds without runtime errors.
Cross-Portal Configuration Integrity
To prevent disruptions in legacy profile functionality, the system now enforces strict isolation between the new customer portal's widget editor and the legacy profile settings.
User Flow for Widget Configuration
- Access: The user logs into the new customer portal.
- Modification: The user navigates to the widget editor to update themes or settings.
- Validation: The system processes the update while ensuring that legacy-specific features, such as Video Greetings, remain unaffected by the new portal's configuration schema.
- Persistence: Changes are applied to the widget instance without overwriting or corrupting the legacy profile data.
Business Rules and Constraints
- Schema Consistency: The database must maintain parity between the new portal's configuration requirements and the legacy environment to prevent 'Invalid column name' errors.
- Feature Isolation: Updates made in the new portal must not trigger unintended state changes in legacy video greeting configurations.
Ticket coverage
- CHAT-17490 — Resolved a database schema error ('Invalid column name SpeechToTextEnabled') that prevented the chat widget from loading correctly via invitation links in the staging environment.
- CHAT-17507 — Fixed a regression where modifying widget settings in the new customer portal caused the Video Greeting feature to fail or disappear in the legacy portal profile.
Onboarding Flow Bug Fixes and Data Integrity
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'AiChatbotEnabled' column is required for the new AI-driven onboarding features.
- The system has a background process or secondary trigger to sync Stripe card data to the local 'CreditCards' table after the initial onboarding is complete.
graph LR
A[User Initiates Onboarding] --> B[System Creates Onboarding Record]
B --> C{Database Schema Check}
C -->|Success| D[Stripe Payment Processing]
D --> E[Stripe Stores CC Info]
E --> F[Onboarding Complete (Local CC Table Empty)]
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Overview
This documentation covers recent stability and data synchronization fixes implemented within the onboarding flow. These updates ensure database schema compatibility and consistent handling of payment method records during the client registration process.
Database Schema Fix
The system previously encountered a runtime error during the onboarding creation process due to a missing column reference. The database schema has been updated to include the AiChatbotEnabled column, resolving the 'Invalid column name' exception and allowing onboarding records to be created successfully.
Credit Card Synchronization Policy
During the onboarding signup process, the system integrates with Stripe to process payment information.
Business Rules
- Stripe Integration: Credit card information is successfully transmitted to and stored within Stripe during the onboarding flow.
- Database Record Handling: The system intentionally does not write the credit card details to the local
CreditCardstable during the initial signup. This design choice prevents user registration from being blocked by issues related to expired cards or synchronization failures. - Data Retrieval: The system is designed to fetch updated card details from Stripe at a later stage, ensuring a seamless user experience during the initial onboarding phase.
Ticket coverage
- CHAT-17489 — Resolves a database schema error by adding the missing 'AiChatbotEnabled' column, which previously caused onboarding creation to fail.
- CHAT-17491 — Clarifies that the exclusion of credit card records from the local 'CreditCards' table during onboarding is an intentional design choice to prevent signup blocks, while confirming Stripe-side storage remains functional.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent stability and data synchronization fixes implemented within the onboarding flow. These updates ensure database schema compatibility and consistent handling of payment method records during the client registration process.
Database Schema Fix
The system previously encountered a runtime error during the onboarding creation process due to a missing column reference. The database schema has been updated to include the AiChatbotEnabled column, resolving the 'Invalid column name' exception and allowing onboarding records to be created successfully.
Credit Card Synchronization Policy
During the onboarding signup process, the system integrates with Stripe to process payment information.
Business Rules
- Stripe Integration: Credit card information is successfully transmitted to and stored within Stripe during the onboarding flow.
- Database Record Handling: The system intentionally does not write the credit card details to the local
CreditCardstable during the initial signup. This design choice prevents user registration from being blocked by issues related to expired cards or synchronization failures. - Data Retrieval: The system is designed to fetch updated card details from Stripe at a later stage, ensuring a seamless user experience during the initial onboarding phase.
Ticket coverage
- CHAT-17489 — Resolves a database schema error by adding the missing 'AiChatbotEnabled' column, which previously caused onboarding creation to fail.
- CHAT-17491 — Clarifies that the exclusion of credit card records from the local 'CreditCards' table during onboarding is an intentional design choice to prevent signup blocks, while confirming Stripe-side storage remains functional.
Smart Text Suggestions Engine Documentation
▶ 4 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'portal' refers to a centralized administrative dashboard accessible by account owners.
- The 'MD Operator' refers to a specific role within the support team interface.
- The system uses a local storage mechanism or cookie to remember visitor preferences for the toggle.
- The backend analytics engine is capable of processing real-time events for dashboard visualization.
graph LR
A[User Types] --> B{Feature Enabled?}
B -- No --> C[Standard Input]
B -- Yes --> D[Generate Contextual Suggestion]
D --> E[Display Inline Suggestion]
E --> F{Action?}
F -- Tab/Tap --> G[Insert Suggestion]
F -- Continue Typing --> H[Update/Dismiss Suggestion]
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Overview
The Smart Text Suggestions Engine is an AI-driven predictive text feature designed to enhance communication efficiency for both website visitors and support operators. By providing real-time, context-aware text completions, the system reduces typing effort and ensures consistent messaging across all chat interactions.
User Flow
- Initialization: The system checks the account-level configuration (Admin) and the user's local preference (Visitor) to determine if the feature is active.
- Input: As the user types in the chat field, the engine analyzes the input and current conversation context.
- Display: Suggestions appear as inline, greyed-out text within the input field.
- Interaction: The user accepts the suggestion via the 'Tab' key (or mobile tap) or continues typing to ignore/update the suggestion.
- Analytics: The system logs the interaction (accepted vs. rejected) for performance reporting.
Business Rules and Constraints
- Performance: The feature must maintain a smooth, lag-free typing experience.
- Persistence: Visitor preferences for enabling/disabling the feature are saved across sessions.
- Context: Suggestions are generated even in the absence of prior chat history.
- Control: Admins hold final authority over feature availability at the account level.
Ticket coverage
- CHAT-17499 — Implements real-time, inline predictive text suggestions for website visitors.
- CHAT-17500 — Adds a user-facing toggle in the chat widget to enable or disable suggestions, with preference persistence.
- CHAT-17501 — Provides administrative control to enable or disable the feature at the account level via the portal.
- CHAT-17502 — Extends predictive text capabilities to MD Operators to assist with off-script query handling.
- CHAT-17503 — Introduces backend tracking and dashboard analytics for suggestion acceptance and rejection rates.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Smart Text Suggestions Engine is an AI-driven predictive text feature designed to enhance communication efficiency for both website visitors and support operators. By providing real-time, context-aware text completions, the system reduces typing effort and ensures consistent messaging across all chat interactions.
User Flow
- Initialization: The system checks the account-level configuration (Admin) and the user's local preference (Visitor) to determine if the feature is active.
- Input: As the user types in the chat field, the engine analyzes the input and current conversation context.
- Display: Suggestions appear as inline, greyed-out text within the input field.
- Interaction: The user accepts the suggestion via the 'Tab' key (or mobile tap) or continues typing to ignore/update the suggestion.
- Analytics: The system logs the interaction (accepted vs. rejected) for performance reporting.
Business Rules and Constraints
- Performance: The feature must maintain a smooth, lag-free typing experience.
- Persistence: Visitor preferences for enabling/disabling the feature are saved across sessions.
- Context: Suggestions are generated even in the absence of prior chat history.
- Control: Admins hold final authority over feature availability at the account level.
Ticket coverage
- CHAT-17499 — Implements real-time, inline predictive text suggestions for website visitors.
- CHAT-17500 — Adds a user-facing toggle in the chat widget to enable or disable suggestions, with preference persistence.
- CHAT-17501 — Provides administrative control to enable or disable the feature at the account level via the portal.
- CHAT-17502 — Extends predictive text capabilities to MD Operators to assist with off-script query handling.
- CHAT-17503 — Introduces backend tracking and dashboard analytics for suggestion acceptance and rejection rates.
Voice AI Integration for Chat Widget
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The browser will prompt the user for microphone permissions upon clicking 'Talk to Agent'.
- The 'Chat' tab remains active in the background while the 'Voice' tab is in use.
- The 'Voice' tab is available by default for all users unless configured otherwise by the administrator.
graph LR
A[Voice Tab] --> B[Click Talk to Agent]
B --> C{Connecting}
C --> D[Talking/Listening]
D --> E[End Call]
E --> F[Summary Screen]
F --> G[Call Again]
F --> H[Back to Chat]
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Overview
The Voice AI Integration allows website visitors to interact with the platform's AI agent via voice directly within the existing Chat Widget. This feature introduces a dedicated 'Voice' tab, enabling seamless transitions between text-based chat and real-time spoken conversations without leaving the widget interface.
User Flow
- Access: The user navigates to the 'Voice' tab within the Chat Widget.
- Initiation: The user clicks 'Talk to [Agent Name]' to initialize the session.
- Connection: The system transitions through 'Connecting', 'Talking', and 'Listening' states, displaying a live call timer.
- Interaction: During the call, the user can toggle microphone mute/unmute or terminate the session via the 'End Call' button.
- Post-Call: Upon termination, a summary screen displays the call duration and provides options to 'Call Again' or return to the text chat interface.
Business Rules and Constraints
- Persistence: Chat history remains intact when switching between the 'Chat' and 'Voice' tabs.
- Data Handling: All voice sessions, including transcripts and audio, are recorded for quality and record-keeping purposes.
- Privacy: A privacy notice is displayed within the Voice tab interface to inform users of data collection.
Ticket coverage
- CHAT-17504 — Introduces a Voice tab to the Chat Widget, enabling users to initiate, control, and review Voice AI sessions with real-time status updates and post-call summaries.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice AI Integration allows website visitors to interact with the platform's AI agent via voice directly within the existing Chat Widget. This feature introduces a dedicated 'Voice' tab, enabling seamless transitions between text-based chat and real-time spoken conversations without leaving the widget interface.
User Flow
- Access: The user navigates to the 'Voice' tab within the Chat Widget.
- Initiation: The user clicks 'Talk to [Agent Name]' to initialize the session.
- Connection: The system transitions through 'Connecting', 'Talking', and 'Listening' states, displaying a live call timer.
- Interaction: During the call, the user can toggle microphone mute/unmute or terminate the session via the 'End Call' button.
- Post-Call: Upon termination, a summary screen displays the call duration and provides options to 'Call Again' or return to the text chat interface.
Business Rules and Constraints
- Persistence: Chat history remains intact when switching between the 'Chat' and 'Voice' tabs.
- Data Handling: All voice sessions, including transcripts and audio, are recorded for quality and record-keeping purposes.
- Privacy: A privacy notice is displayed within the Voice tab interface to inform users of data collection.
Ticket coverage
- CHAT-17504 — Introduces a Voice tab to the Chat Widget, enabling users to initiate, control, and review Voice AI sessions with real-time status updates and post-call summaries.
AI Chatbot Business Hours Display Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD Theme' and 'RD Theme Plus' are the primary UI frameworks for the chatbot interface.
- The issue was specific to how the message component was being injected into the DOM/UI layer.
- The fix ensures that the business hours component inherits the CSS/styling classes of standard chat bubbles.
graph LR
A[Trigger Business Hours Display] --> B[Retrieve Account Config]
B --> C[Apply Active Theme Styling]
C --> D[Render in Standard Dialogue Box]
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Overview
The AI Chatbot Business Hours display ensures that the operating hours and days of operation are presented to the end-user within the chat interface using a consistent visual style. This feature ensures that business hour information is rendered within the same dialogue box container as other standard chat messages, maintaining UI/UX uniformity across both 'RD Theme' and 'RD Theme Plus' configurations.
User Flow
- The user triggers a request or reaches a point in the conversation where the chatbot displays business hours.
- The system retrieves the configured business hours and days for the specific account.
- The system renders the business hours data into the chat interface.
- The UI applies the active theme (RD Theme or RD Theme Plus) to ensure the message is encapsulated within the standard dialogue box format rather than appearing as a detached or misaligned element.
Business Rules and Constraints
- Theme Consistency: The business hours display must strictly adhere to the styling of the active chat theme. This applies equally to both the standard 'RD Theme' and the 'RD Theme Plus' variants.
- Visual Integrity: Business hours must not appear in a separate, misaligned, or orphaned dialogue box; they must be visually integrated into the conversation flow.
Ticket coverage
- CHAT-17510 — Resolves a UI rendering bug where business hours were displayed in a separate, misaligned dialogue box instead of the standard chat message container for RD and RD Theme Plus accounts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Business Hours display ensures that the operating hours and days of operation are presented to the end-user within the chat interface using a consistent visual style. This feature ensures that business hour information is rendered within the same dialogue box container as other standard chat messages, maintaining UI/UX uniformity across both 'RD Theme' and 'RD Theme Plus' configurations.
User Flow
- The user triggers a request or reaches a point in the conversation where the chatbot displays business hours.
- The system retrieves the configured business hours and days for the specific account.
- The system renders the business hours data into the chat interface.
- The UI applies the active theme (RD Theme or RD Theme Plus) to ensure the message is encapsulated within the standard dialogue box format rather than appearing as a detached or misaligned element.
Business Rules and Constraints
- Theme Consistency: The business hours display must strictly adhere to the styling of the active chat theme. This applies equally to both the standard 'RD Theme' and the 'RD Theme Plus' variants.
- Visual Integrity: Business hours must not appear in a separate, misaligned, or orphaned dialogue box; they must be visually integrated into the conversation flow.
Ticket coverage
- CHAT-17510 — Resolves a UI rendering bug where business hours were displayed in a separate, misaligned dialogue box instead of the standard chat message container for RD and RD Theme Plus accounts.
Chat Dashboard Attachment Visibility and Management
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy dashboard' refers to a specific, older version of the operator interface that requires manual updates to match modern UI standards.
- The system uses standard browser-based file handling for downloads and previews.
- The fix for CHAT-17511 ensures that the backend correctly pushes attachment events to the dashboard socket.
graph LR
A[Visitor sends attachment] --> B[System processes file]
B --> C[Operator Dashboard displays icon/filename]
C --> D[Operator clicks attachment]
D --> E[System triggers preview or download]
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Overview
This feature ensures that file attachments sent by visitors during a chat session are correctly rendered, accessible, and manageable within the operator dashboard. It addresses critical visibility issues and functional limitations in the legacy dashboard interface.
Functional Capabilities
- Real-time Visibility: Attachments sent by visitors are now correctly displayed in the live chat dashboard, ensuring operators are notified of shared files.
- Legacy Dashboard Support: Operators using the legacy dashboard can now interact with attachments. Clicking on an attachment triggers the expected preview or download action.
- UI Consistency: The chat history view in the legacy dashboard now renders attachments with the correct file icon and file name, replacing the previous generic "attachments" text label.
User Flow
- Visitor uploads and sends a file via the chat widget.
- The system transmits the file metadata and content to the operator dashboard.
- The operator dashboard renders the attachment as a clickable element with a file icon and the file name.
- The operator clicks the attachment element.
- The system triggers the file preview or initiates the download process.
Ticket coverage
- CHAT-17511 — Resolves a blocker where visitor-sent attachments were failing to appear in the operator dashboard.
- CHAT-17538 — Fixes a functional defect in the legacy dashboard where clicking an attachment failed to trigger a preview or download.
- CHAT-17539 — Updates the legacy dashboard chat history UI to display proper file icons and names instead of a generic text label.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature ensures that file attachments sent by visitors during a chat session are correctly rendered, accessible, and manageable within the operator dashboard. It addresses critical visibility issues and functional limitations in the legacy dashboard interface.
Functional Capabilities
- Real-time Visibility: Attachments sent by visitors are now correctly displayed in the live chat dashboard, ensuring operators are notified of shared files.
- Legacy Dashboard Support: Operators using the legacy dashboard can now interact with attachments. Clicking on an attachment triggers the expected preview or download action.
- UI Consistency: The chat history view in the legacy dashboard now renders attachments with the correct file icon and file name, replacing the previous generic "attachments" text label.
User Flow
- Visitor uploads and sends a file via the chat widget.
- The system transmits the file metadata and content to the operator dashboard.
- The operator dashboard renders the attachment as a clickable element with a file icon and the file name.
- The operator clicks the attachment element.
- The system triggers the file preview or initiates the download process.
Ticket coverage
- CHAT-17511 — Resolves a blocker where visitor-sent attachments were failing to appear in the operator dashboard.
- CHAT-17538 — Fixes a functional defect in the legacy dashboard where clicking an attachment failed to trigger a preview or download.
- CHAT-17539 — Updates the legacy dashboard chat history UI to display proper file icons and names instead of a generic text label.
Account Type Renaming: Virtual Assistant
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The renaming is a label change and does not alter the underlying functional logic or permissions associated with the account type.
- The missing 'Account type' field in the customer portal mentioned in the ticket comments has been resolved as part of the implementation.
- The change is applied globally to all environments including production.
graph LR
A[Access Onboarding/Account Management] --> B[Locate Account Type Dropdown]
B --> C[Select 'Virtual Assistant']
C --> D[Save Configuration]
D --> E[System Updates Portal Display]
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Overview
This update standardizes the account nomenclature across the platform by renaming the legacy "Scriptbot" and "Scriptbot Enabled" account types to "Virtual Assistant". This change applies to both the internal administrative portals and the external customer-facing portals to ensure consistent branding and user experience.
User Flow
- Accessing Account Configuration: An administrator or user navigates to the account onboarding or account management module.
- Selecting Account Type: The user interacts with the "Account Type" dropdown menu.
- Selection: The user selects the option labeled "Virtual Assistant" (formerly "Scriptbot").
- System Update: The system saves the account configuration with the updated nomenclature, reflecting the change in all associated portal views and reporting modules.
Business Rules and Constraints
- Consistency: The change is global, affecting both legacy and new portal interfaces.
- Scope: The renaming applies specifically to the "Account Type" dropdown field within the onboarding and account management workflows.
- Visibility: The "Account Type" field must be present and visible in the customer portal to allow for proper account classification.
Ticket coverage
- CHAT-17512 — Renames "Scriptbot" and "Scriptbot Enabled" account types to "Virtual Assistant" across internal and external portals to ensure consistent terminology.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update standardizes the account nomenclature across the platform by renaming the legacy "Scriptbot" and "Scriptbot Enabled" account types to "Virtual Assistant". This change applies to both the internal administrative portals and the external customer-facing portals to ensure consistent branding and user experience.
User Flow
- Accessing Account Configuration: An administrator or user navigates to the account onboarding or account management module.
- Selecting Account Type: The user interacts with the "Account Type" dropdown menu.
- Selection: The user selects the option labeled "Virtual Assistant" (formerly "Scriptbot").
- System Update: The system saves the account configuration with the updated nomenclature, reflecting the change in all associated portal views and reporting modules.
Business Rules and Constraints
- Consistency: The change is global, affecting both legacy and new portal interfaces.
- Scope: The renaming applies specifically to the "Account Type" dropdown field within the onboarding and account management workflows.
- Visibility: The "Account Type" field must be present and visible in the customer portal to allow for proper account classification.
Ticket coverage
- CHAT-17512 — Renames "Scriptbot" and "Scriptbot Enabled" account types to "Virtual Assistant" across internal and external portals to ensure consistent terminology.
Chat Region Logic Enhancements: County Scoping
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system already captures the State as a distinct input field or metadata attribute alongside the County.
- The service area database contains state-level mapping for all supported counties.
- The fix involves updating the backend query logic to include a 'WHERE state = X' clause.
graph LR
A[User Inputs County & State] --> B[System Filters by State]
B --> C[System Matches County within State]
C --> D{Match Found?}
D -- Yes --> E[In Service Area]
D -- No --> F[Out of Service Area]
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Overview
The Chat Region Tool provides automated validation to determine if a user's location falls within a defined service area. This update addresses logic deficiencies where the system failed to distinguish between counties sharing identical names across different U.S. states.
Functional Behavior
When a user interacts with the region tool, the system now enforces a strict state-based scoping mechanism. Previously, the tool performed a global search for county names, which frequently resulted in false-positive "Out of Service Area" errors when a user resided in a county that shared a name with one in a different state.
User/System Flow
- Input: The user provides their location details (County and State) within the chat interface.
- Validation: The system triggers the region tool to verify the service area.
- Scoping: The tool filters the database query by the provided State parameter before matching the County name.
- Result: The system returns a valid "In Service Area" status if the specific county-state pair exists in the service registry, or "Out of Service Area" if no match is found within that specific state.
Business Rules and Constraints
- State-First Filtering: The system must prioritize the State attribute as the primary filter for all geographic lookups.
- Ambiguity Resolution: The system no longer treats county names as unique identifiers globally; they are treated as unique only when paired with a valid State identifier.
Ticket coverage
- CHAT-17513 — Fixes a bug where the region tool incorrectly identified counties by name without considering the associated state, preventing false "Out of Service Area" errors.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Region Tool provides automated validation to determine if a user's location falls within a defined service area. This update addresses logic deficiencies where the system failed to distinguish between counties sharing identical names across different U.S. states.
Functional Behavior
When a user interacts with the region tool, the system now enforces a strict state-based scoping mechanism. Previously, the tool performed a global search for county names, which frequently resulted in false-positive "Out of Service Area" errors when a user resided in a county that shared a name with one in a different state.
User/System Flow
- Input: The user provides their location details (County and State) within the chat interface.
- Validation: The system triggers the region tool to verify the service area.
- Scoping: The tool filters the database query by the provided State parameter before matching the County name.
- Result: The system returns a valid "In Service Area" status if the specific county-state pair exists in the service registry, or "Out of Service Area" if no match is found within that specific state.
Business Rules and Constraints
- State-First Filtering: The system must prioritize the State attribute as the primary filter for all geographic lookups.
- Ambiguity Resolution: The system no longer treats county names as unique identifiers globally; they are treated as unique only when paired with a valid State identifier.
Ticket coverage
- CHAT-17513 — Fixes a bug where the region tool incorrectly identified counties by name without considering the associated state, preventing false "Out of Service Area" errors.
QuickBooks Integration Management
▶ 1 earlier version
▶ 3 assumptions
Overview
The Dynamic QuickBooks Product Linking feature allows for granular control over how software features are mapped to products within QuickBooks. Previously, all features defaulted to a 'monthly' billing cycle in QuickBooks. This update introduces a database-level configuration that enables specific features to be associated with unique QuickBooks Product IDs.
System Flow
- Configuration: The system administrator identifies the target
feature_idand the correspondingquickbookproductidfrom the QuickBooks account. - Database Update: The administrator executes an SQL update command:
UPDATE features SET quickbookproductid = {quickoobproductid} WHERE id = {featureid};. - Invoice Generation: When a user triggers an invoice sync, the system checks the
featurestable for the presence of aquickbookproductid. - Mapping Logic:
- If a
quickbookproductidis present for the feature, the system uses this specific ID for the QuickBooks transaction. - If the field is null or empty, the system defaults to the standard 'monthly' product ID.
Business Rules and Constraints
- Default Behavior: If no custom ID is provided in the database, the system automatically defaults to the 'monthly' product configuration.
- Data Integrity: The
quickbookproductidmust be a valid ID recognized by the integrated QuickBooks instance to prevent sync errors. - Error Handling: Users may encounter an 'Object Reference' error if the sync process fails to retrieve or validate the product ID during the invoice generation phase.
Ticket coverage
- CHAT-17516 — Introduces a new database column to allow dynamic mapping of features to specific QuickBooks product IDs, replacing the previous hardcoded 'monthly' default.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The pagination fix in CHAT-17831 is considered stable as per the ticket comments.
- The requirement to update Account IDs in CHAT-17833 is a prerequisite for successful invoice synchronization.
- The 'Account ID' mentioned in CHAT-17833 is distinct from the 'Product ID' used for feature mapping.
graph LR
A[Trigger Invoice Sync] --> B{Is quickbookproductid set?}
B -- Yes --> C[Use custom Product ID]
B -- No --> D[Use default 'monthly' Product ID]
C --> E[Sync with QuickBooks]
D --> E[Sync with QuickBooks]
F[Customer Dropdown] --> G[Paginated Fetch]
H[Account Sync] --> I{Has Account ID?}
I -- No --> J[Update Account ID]
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Overview
The Dynamic QuickBooks Product Linking feature allows for granular control over how software features are mapped to products within QuickBooks. This system also manages the synchronization of customer accounts and product IDs between the platform and QuickBooks.
System Flow
- Configuration: The system administrator identifies the target
feature_idand the correspondingquickbookproductidfrom the QuickBooks account. - Database Update: The administrator executes an SQL update command:
UPDATE features SET quickbookproductid = {quickoobproductid} WHERE id = {featureid};. - Customer Selection: Users select QuickBooks customers via a dropdown interface. Pagination is implemented to handle large datasets, ensuring all records are accessible.
- Account Validation: The system verifies that existing accounts possess a valid Account ID. If missing, the account must be updated to ensure synchronization integrity.
- Invoice Generation: When a user triggers an invoice sync, the system checks the
featurestable for the presence of aquickbookproductid. - Mapping Logic:
- If a
quickbookproductidis present, the system uses this specific ID. - If the field is null or empty, the system defaults to the standard 'monthly' product ID.
Business Rules and Constraints
- Default Behavior: If no custom ID is provided, the system defaults to the 'monthly' product configuration.
- Data Integrity: The
quickbookproductidand Account IDs must be valid and recognized by the integrated QuickBooks instance. - Pagination: The customer selection dropdown supports paginated loading to prevent UI performance degradation.
- Error Handling: Users may encounter an 'Object Reference' error if the sync process fails to validate the product or account ID.
Ticket coverage
- CHAT-17516 — Introduces a new database column to allow dynamic mapping of features to specific QuickBooks product IDs.
- CHAT-17831 — Fixes pagination in the QuickBooks customer dropdown to ensure all records are accessible.
- CHAT-17833 — Mandates the presence of Account IDs for existing QuickBooks accounts to ensure successful synchronization.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Dynamic QuickBooks Product Linking feature allows for granular control over how software features are mapped to products within QuickBooks. This system also manages the synchronization of customer accounts and product IDs between the platform and QuickBooks.
System Flow
- Configuration: The system administrator identifies the target
feature_idand the correspondingquickbookproductidfrom the QuickBooks account. - Database Update: The administrator executes an SQL update command:
UPDATE features SET quickbookproductid = {quickoobproductid} WHERE id = {featureid};. - Customer Selection: Users select QuickBooks customers via a dropdown interface. Pagination is implemented to handle large datasets, ensuring all records are accessible.
- Account Validation: The system verifies that existing accounts possess a valid Account ID. If missing, the account must be updated to ensure synchronization integrity.
- Invoice Generation: When a user triggers an invoice sync, the system checks the
featurestable for the presence of aquickbookproductid. - Mapping Logic:
- If a
quickbookproductidis present, the system uses this specific ID. - If the field is null or empty, the system defaults to the standard 'monthly' product ID.
Business Rules and Constraints
- Default Behavior: If no custom ID is provided, the system defaults to the 'monthly' product configuration.
- Data Integrity: The
quickbookproductidand Account IDs must be valid and recognized by the integrated QuickBooks instance. - Pagination: The customer selection dropdown supports paginated loading to prevent UI performance degradation.
- Error Handling: Users may encounter an 'Object Reference' error if the sync process fails to validate the product or account ID.
Ticket coverage
- CHAT-17516 — Introduces a new database column to allow dynamic mapping of features to specific QuickBooks product IDs.
- CHAT-17831 — Fixes pagination in the QuickBooks customer dropdown to ensure all records are accessible.
- CHAT-17833 — Mandates the presence of Account IDs for existing QuickBooks accounts to ensure successful synchronization.
AI Chatbot Operator Transfer Functionality
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- It is assumed that the 'Transfer to Live Person' button triggers a standard routing event to the operator queue.
- It is assumed that the account configuration settings for 'operators enabled' are correctly synced between the VA module and the chat interface.
graph LR
A[User starts VA Chat] --> B{Operator Enabled?}
B -- Yes --> C[Display 'Transfer to Live Person' Button]
C --> D[User Clicks Button]
D --> E[Initiate Handoff to Live Operator]
B -- No --> F[Continue VA Interaction]
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Overview
The AI Chatbot Operator Transfer feature ensures that end-users interacting with a Virtual Assistant (VA) can seamlessly transition to a live human operator when necessary. This functionality is specifically enabled for VA accounts that have live operator support configured, ensuring that the 'Transfer to Live Person' button is consistently available.
User Flow
- The end-user initiates a conversation with the Virtual Assistant.
- The system evaluates the account configuration to confirm that operator support is enabled.
- The 'Transfer to Live Person' button is rendered in the chat interface.
- The user clicks the button to trigger the handoff process.
- The system initiates the transfer request to an available live operator.
Business Rules and Constraints
- The 'Transfer to Live Person' button is only visible for accounts where the Virtual Assistant is active and the operator module is enabled.
- This functionality is dependent on the underlying operator routing logic; if no operators are available, the button behavior follows the standard routing configuration for the specific account.
Ticket coverage
- CHAT-17520 — Resolves a defect where the 'Transfer to Live Person' button was incorrectly hidden for Virtual Assistant accounts that had live operators enabled.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Operator Transfer feature ensures that end-users interacting with a Virtual Assistant (VA) can seamlessly transition to a live human operator when necessary. This functionality is specifically enabled for VA accounts that have live operator support configured, ensuring that the 'Transfer to Live Person' button is consistently available.
User Flow
- The end-user initiates a conversation with the Virtual Assistant.
- The system evaluates the account configuration to confirm that operator support is enabled.
- The 'Transfer to Live Person' button is rendered in the chat interface.
- The user clicks the button to trigger the handoff process.
- The system initiates the transfer request to an available live operator.
Business Rules and Constraints
- The 'Transfer to Live Person' button is only visible for accounts where the Virtual Assistant is active and the operator module is enabled.
- This functionality is dependent on the underlying operator routing logic; if no operators are available, the button behavior follows the standard routing configuration for the specific account.
Ticket coverage
- CHAT-17520 — Resolves a defect where the 'Transfer to Live Person' button was incorrectly hidden for Virtual Assistant accounts that had live operators enabled.
Pre-Chat Widget Timeout Logic
⚠ Why confidence is low
60%
- The provided Jira ticket is extremely sparse and lacks technical details regarding the root cause of the timeout failure.
- There is no information on whether the timeout logic interacts with specific browser states or external services (e.g., MS).
- The ticket does not specify if the failure is global or environment-specific.
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The timeout value is configurable via the administrative dashboard.
- The issue described in CHAT-17522 is a functional defect where the timer logic fails to execute, rather than a configuration error.
- The system relies on client-side JavaScript to manage the countdown timer.
graph LR
A[Page Load] --> B[Initialize Timer]
B --> C{Timer Elapsed?}
C -- No --> B
C -- Yes --> D[Display Pre-Chat Widget]
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Overview
The pre-chat widget timeout functionality allows administrators to configure a specific delay before the pre-chat interface automatically appears to a website visitor. This feature is designed to improve user experience by ensuring the chat prompt does not immediately obstruct the page content upon load.
User/System Flow
- Page Load: The visitor navigates to a page where the chat widget is embedded.
- Timer Initialization: The system initializes a countdown timer based on the pre-configured delay value set in the administrative settings.
- Wait Period: The chat widget remains in a minimized or hidden state while the timer runs.
- Trigger: Once the timer reaches the configured threshold, the system triggers the display of the pre-chat interface.
- Interaction: The user interacts with the pre-chat form or closes the widget.
Business Rules and Constraints
- The timeout value must be defined in the widget configuration settings.
- The system must accurately track the elapsed time from the moment the chat script finishes loading on the client side.
- If the user interacts with the widget before the timeout expires, the automatic trigger logic should be superseded by the user's manual action.
Ticket coverage
- CHAT-17522 — Addresses a bug where the initial timeout configuration for the pre-chat widget fails to trigger the display after the specified delay.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The pre-chat widget timeout functionality allows administrators to configure a specific delay before the pre-chat interface automatically appears to a website visitor. This feature is designed to improve user experience by ensuring the chat prompt does not immediately obstruct the page content upon load.
User/System Flow
- Page Load: The visitor navigates to a page where the chat widget is embedded.
- Timer Initialization: The system initializes a countdown timer based on the pre-configured delay value set in the administrative settings.
- Wait Period: The chat widget remains in a minimized or hidden state while the timer runs.
- Trigger: Once the timer reaches the configured threshold, the system triggers the display of the pre-chat interface.
- Interaction: The user interacts with the pre-chat form or closes the widget.
Business Rules and Constraints
- The timeout value must be defined in the widget configuration settings.
- The system must accurately track the elapsed time from the moment the chat script finishes loading on the client side.
- If the user interacts with the widget before the timeout expires, the automatic trigger logic should be superseded by the user's manual action.
Ticket coverage
- CHAT-17522 — Addresses a bug where the initial timeout configuration for the pre-chat widget fails to trigger the display after the specified delay.
Chat Widget Attachment UI Controls
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'file upload' feature is a toggleable setting at the account level in the backend.
- There is a predefined character limit or container width that triggers the ellipsis truncation for file names.
- The truncation logic applies to the visual representation of the file name in the attachment preview area.
graph LR
A[User opens Chat Widget] --> B{File Upload Enabled?}
B -- No --> C[Hide Attachment Button]
B -- Yes --> D[Show Attachment Button]
D --> E[User selects file]
E --> F{File name length > limit?}
F -- Yes --> G[Truncate with ellipses]
F -- No --> H[Display full name]
G --> I[Render file in list]
H --> I
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Overview
This documentation covers the UI behavior and visibility logic for the file attachment feature within the chat widget. It ensures that attachment controls are only accessible to authorized accounts and that the UI remains responsive and visually consistent when handling long file names.
Attachment Visibility Logic
The attachment button visibility is strictly governed by the account's feature configuration. If the 'file upload' feature is disabled for a specific account, the attachment icon/button is hidden from the chat interface entirely to prevent unauthorized access and UI clutter.
File Name Display and Truncation
To maintain layout integrity, the chat widget implements text truncation for file names. When a user attaches a file with a long name, the system automatically applies an ellipsis (...) to the file name string. This prevents the UI from breaking or misaligning when multiple files are queued for upload.
Ticket coverage
- CHAT-17524 — Fixes a bug where the attachment button was incorrectly visible for accounts that did not have the file upload feature enabled.
- CHAT-17534 — Implements text truncation with ellipses for long file names in the attachment UI to prevent layout misalignment.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the UI behavior and visibility logic for the file attachment feature within the chat widget. It ensures that attachment controls are only accessible to authorized accounts and that the UI remains responsive and visually consistent when handling long file names.
Attachment Visibility Logic
The attachment button visibility is strictly governed by the account's feature configuration. If the 'file upload' feature is disabled for a specific account, the attachment icon/button is hidden from the chat interface entirely to prevent unauthorized access and UI clutter.
File Name Display and Truncation
To maintain layout integrity, the chat widget implements text truncation for file names. When a user attaches a file with a long name, the system automatically applies an ellipsis (...) to the file name string. This prevents the UI from breaking or misaligning when multiple files are queued for upload.
Ticket coverage
- CHAT-17524 — Fixes a bug where the attachment button was incorrectly visible for accounts that did not have the file upload feature enabled.
- CHAT-17534 — Implements text truncation with ellipses for long file names in the attachment UI to prevent layout misalignment.
Chat Widget Phone Input Validation: 'OTHER' Country Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'OTHER' option is a selectable item in the existing country dropdown menu.
- The system retains existing validation logic for specific countries (US, Canada, etc.) when 'OTHER' is not selected.
- The 'Web to Text' feature failure mentioned in comments is an expected limitation of the underlying SMS gateway rather than a bug in this specific feature.
graph LR
A[User opens Contact Tab] --> B{Select Country}
B -->|Selects Specific Country| C[Display Default Country Code]
B -->|Selects 'OTHER'| D[Remove Country Code Prefix]
C --> E[User Enters Number]
D --> E
E --> F[Submit Input]
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Overview
The 'OTHER' country configuration in the chat widget contact tab provides flexibility for users who need to input phone numbers without being restricted by a pre-defined country code. This feature is designed to support global phone number formats by removing the automatic prefixing of country codes when the 'OTHER' option is selected.
User Flow
- The user navigates to the contact tab within the chat widget.
- The user selects 'OTHER' from the country dropdown menu.
- The system removes the default country code (e.g., +1) from the phone input field.
- The user enters their phone number in a global format.
- The system accepts the input without applying country-specific validation or prefixing.
Business Rules and Constraints
- Scope: This change applies to 'FULL TEXT' and 'TEXT (phone)' input types across all product offerings.
- Compatibility: While 'OTHER' allows for global number entry, specific features like 'Web to Text' remain restricted to US, Canada, and Australia numbers. Selecting 'OTHER' for these regions may result in feature-specific failures (e.g., SMS transfer functionality).
- Validation: The system no longer enforces a fixed country code when 'OTHER' is selected, allowing for a broader range of international number formats.
Ticket coverage
- CHAT-17527 — Introduces the 'OTHER' country option to the chat widget, which removes the default country code prefix for 'FULL TEXT' and 'TEXT (phone)' inputs to support global phone numbers.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The 'OTHER' country configuration in the chat widget contact tab provides flexibility for users who need to input phone numbers without being restricted by a pre-defined country code. This feature is designed to support global phone number formats by removing the automatic prefixing of country codes when the 'OTHER' option is selected.
User Flow
- The user navigates to the contact tab within the chat widget.
- The user selects 'OTHER' from the country dropdown menu.
- The system removes the default country code (e.g., +1) from the phone input field.
- The user enters their phone number in a global format.
- The system accepts the input without applying country-specific validation or prefixing.
Business Rules and Constraints
- Scope: This change applies to 'FULL TEXT' and 'TEXT (phone)' input types across all product offerings.
- Compatibility: While 'OTHER' allows for global number entry, specific features like 'Web to Text' remain restricted to US, Canada, and Australia numbers. Selecting 'OTHER' for these regions may result in feature-specific failures (e.g., SMS transfer functionality).
- Validation: The system no longer enforces a fixed country code when 'OTHER' is selected, allowing for a broader range of international number formats.
Ticket coverage
- CHAT-17527 — Introduces the 'OTHER' country option to the chat widget, which removes the default country code prefix for 'FULL TEXT' and 'TEXT (phone)' inputs to support global phone numbers.
AI Chatbot Speech-to-Text (STT) Refinements
▶ 1 earlier version
▶ 2 assumptions
Overview
The AI Chatbot Speech-to-Text (STT) refinement feature enhances the transcription engine's ability to interpret natural language nuances. This update improves the detection of special characters and introduces contextual awareness to identify interrogative sentences, ensuring that transcribed text is formatted correctly for chatbot processing.
User Flow
- Audio Input: The user speaks into the chatbot interface.
- Transcription Processing: The STT engine converts audio to text while applying new linguistic models.
- Character Normalization: The system identifies and inserts appropriate special characters (e.g., punctuation, symbols) based on speech patterns.
- Contextual Analysis: The system analyzes the sentence structure to detect questions and applies the appropriate question mark (?) suffix.
- Output: The refined text is displayed in the chat input field or submitted directly to the chatbot backend.
Business Rules and Constraints
- Special Character Support: The system is now configured to recognize and transcribe common special characters that were previously ignored or misinterpreted.
- Question Detection: The engine utilizes intent and syntax analysis to determine if a statement is a question, triggering the automatic insertion of a question mark.
- Accuracy: While improvements are significant, the system relies on clear audio input; heavy background noise or non-standard dialects may still impact the accuracy of character detection.
Ticket coverage
- CHAT-17528 — Enhances the speech-to-text engine to accurately detect special characters and automatically identify questions to improve transcription quality.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The fix for CHAT-17761 involves a sanitization or encoding step in the file-handling logic to allow spaces in filenames.
- The recording playback issue was specific to the file system path resolution and not a limitation of the STT engine itself.
graph LR
A[User Speaks] --> B[Audio Capture]
B --> C[STT Processing Engine]
C --> D{Analyze Syntax}
D --> E[Apply Special Characters]
D --> F[Detect Question Intent]
E --> G[Final Transcribed Text]
F --> G
B --> H[Save Recording]
H --> I[Sanitize Filename (Support Spaces)]
I --> J[Playback Enabled]
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Overview
The AI Chatbot Speech-to-Text (STT) refinement feature enhances the transcription engine's ability to interpret natural language nuances and ensures robust handling of saved audio assets. This update improves the detection of special characters, introduces contextual awareness for interrogative sentences, and resolves file-naming constraints for saved recordings.
User Flow
- Audio Input: The user speaks into the chatbot interface.
- Transcription Processing: The STT engine converts audio to text while applying new linguistic models.
- Character Normalization: The system identifies and inserts appropriate special characters (e.g., punctuation, symbols) based on speech patterns.
- Contextual Analysis: The system analyzes the sentence structure to detect questions and applies the appropriate question mark (?) suffix.
- Recording Management: If the user saves the audio, the system sanitizes the file path to support names containing spaces, ensuring playback compatibility.
- Output: The refined text is displayed in the chat input field or submitted directly to the chatbot backend.
Business Rules and Constraints
- Special Character Support: The system is configured to recognize and transcribe common special characters.
- Question Detection: The engine utilizes intent and syntax analysis to determine if a statement is a question, triggering the automatic insertion of a question mark.
- Recording Playback: The system supports file names containing spaces for saved STT recordings. File handling logic ensures that spaces in filenames do not interrupt playback or call progression.
- Accuracy: While improvements are significant, the system relies on clear audio input; heavy background noise or non-standard dialects may still impact the accuracy of character detection.
Ticket coverage
- CHAT-17528 — Enhances the speech-to-text engine to accurately detect special characters and automatically identify questions to improve transcription quality.
- CHAT-17761 — Resolves a bug where speech-to-text recordings failed to play if the saved filename contained spaces, ensuring robust file handling.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Speech-to-Text (STT) refinement feature enhances the transcription engine's ability to interpret natural language nuances and ensures robust handling of saved audio assets. This update improves the detection of special characters, introduces contextual awareness for interrogative sentences, and resolves file-naming constraints for saved recordings.
User Flow
- Audio Input: The user speaks into the chatbot interface.
- Transcription Processing: The STT engine converts audio to text while applying new linguistic models.
- Character Normalization: The system identifies and inserts appropriate special characters (e.g., punctuation, symbols) based on speech patterns.
- Contextual Analysis: The system analyzes the sentence structure to detect questions and applies the appropriate question mark (?) suffix.
- Recording Management: If the user saves the audio, the system sanitizes the file path to support names containing spaces, ensuring playback compatibility.
- Output: The refined text is displayed in the chat input field or submitted directly to the chatbot backend.
Business Rules and Constraints
- Special Character Support: The system is configured to recognize and transcribe common special characters.
- Question Detection: The engine utilizes intent and syntax analysis to determine if a statement is a question, triggering the automatic insertion of a question mark.
- Recording Playback: The system supports file names containing spaces for saved STT recordings. File handling logic ensures that spaces in filenames do not interrupt playback or call progression.
- Accuracy: While improvements are significant, the system relies on clear audio input; heavy background noise or non-standard dialects may still impact the accuracy of character detection.
Ticket coverage
- CHAT-17528 — Enhances the speech-to-text engine to accurately detect special characters and automatically identify questions to improve transcription quality.
- CHAT-17761 — Resolves a bug where speech-to-text recordings failed to play if the saved filename contained spaces, ensuring robust file handling.
Quick Reply UX: Rounded Plus Skin Call-to-Action Handling
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'MS' skin refers to a specific Microsoft-branded or styled widget skin within the chat ecosystem.
- The 'Call Me Now' button is representative of all quick reply actions that may be conditionally disabled.
- The fix applies to both the initial pre-chat state and mid-conversation VA flows.
graph LR
A[User initiates VA flow] --> B[System evaluates quick reply availability]
B --> C{Is option available?}
C -- Yes --> D[Render enabled button]
C -- No --> E[Render disabled but visible button]
D --> F[User interaction]
E --> F
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Overview
This update ensures consistent visual behavior for quick reply buttons within the 'Rounded Plus' and 'MS' chat widget skins. Specifically, it addresses a rendering issue where call-to-action buttons (such as 'Call Me Now') would become disrupted or improperly hidden when the underlying service is unavailable.
Functional Behavior
When a quick reply option—such as a call connection request—is unavailable due to system state or flow requirements, the chat widget now maintains the button's visibility while applying a disabled state. This ensures that the UI layout remains stable and the user is aware of the option, even if it cannot be triggered at that specific moment.
User Flow
- The user initiates a Virtual Assistant (VA) flow.
- The system presents a set of quick reply options (e.g., contact method selection).
- If a specific option (e.g., 'Call Me Now') is unavailable, the system renders the button in a disabled state.
- The button remains visible with its original text label, preventing layout shifts or visual disruption in the 'Rounded Plus' or 'MS' skins.
Business Rules & Constraints
- Consistency: The 'Rounded Plus' and 'MS' skins must mirror the behavior of the pre-chat widget.
- Visual State: Disabled buttons must remain visible to the user rather than being removed from the DOM or hidden.
Ticket coverage
- CHAT-17529 — Fixes a rendering bug in the 'Rounded Plus' and 'MS' skins where unavailable quick reply buttons were disrupted; ensures they are correctly displayed as disabled but visible.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update ensures consistent visual behavior for quick reply buttons within the 'Rounded Plus' and 'MS' chat widget skins. Specifically, it addresses a rendering issue where call-to-action buttons (such as 'Call Me Now') would become disrupted or improperly hidden when the underlying service is unavailable.
Functional Behavior
When a quick reply option—such as a call connection request—is unavailable due to system state or flow requirements, the chat widget now maintains the button's visibility while applying a disabled state. This ensures that the UI layout remains stable and the user is aware of the option, even if it cannot be triggered at that specific moment.
User Flow
- The user initiates a Virtual Assistant (VA) flow.
- The system presents a set of quick reply options (e.g., contact method selection).
- If a specific option (e.g., 'Call Me Now') is unavailable, the system renders the button in a disabled state.
- The button remains visible with its original text label, preventing layout shifts or visual disruption in the 'Rounded Plus' or 'MS' skins.
Business Rules & Constraints
- Consistency: The 'Rounded Plus' and 'MS' skins must mirror the behavior of the pre-chat widget.
- Visual State: Disabled buttons must remain visible to the user rather than being removed from the DOM or hidden.
Ticket coverage
- CHAT-17529 — Fixes a rendering bug in the 'Rounded Plus' and 'MS' skins where unavailable quick reply buttons were disrupted; ensures they are correctly displayed as disabled but visible.
Voice Call Connect Reliability
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation outlines the resolution of call connectivity failures occurring when using legacy default call connect (CC) numbers for partner-initiated calls. The system now prioritizes host-level dedicated numbers to ensure reliable call routing, particularly for endpoints on the Verizon network.
System Flow
- Initiation: A partner initiates a voice call through the platform.
- Number Selection: The system evaluates the available call connect numbers.
- Routing: The system bypasses the legacy default partner-level CC numbers and utilizes the newly provisioned host-level dedicated numbers.
- Connection: The call is routed through the updated infrastructure, ensuring compatibility with Verizon and other telecom networks.
Business Rules and Constraints
- Legacy Deprecation: The default call connect numbers previously hardcoded for partners are no longer the primary routing mechanism due to high failure rates.
- Host-Level Provisioning: All partners must utilize the newly purchased host-level CC numbers to maintain call reliability.
- Network Compatibility: The updated routing logic specifically addresses and resolves connectivity drops observed on the Verizon telecom network.
Ticket coverage
- CHAT-17535 — Resolves call connection failures for partner-initiated calls by transitioning from legacy default CC numbers to host-level dedicated numbers.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The TwilioToken update in CHAT-17749 is a permanent infrastructure requirement for all environments.
- The 'Call Connect' field and 'Phone Number' field share the same validation logic for recent chat sessions.
- Lead generation timestamps are expected to be near-instantaneous relative to call completion.
graph LR
A[Initiate Call] --> B[Filter Numbers: Recent Chat Only]
B --> C{Validate Number/Country Code}
C -->|Missing Code| D[Append Code via Location]
D --> E[Route via Host-Level Number]
E --> F[Successful Connection]
F --> G[Log Status & Number to Lead Details]
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Overview
This documentation outlines the resolution of call connectivity failures and the management of call data for partner-initiated calls. The system prioritizes host-level dedicated numbers to ensure reliable routing and implements strict validation for visitor phone numbers.
System Flow
- Initiation: A partner initiates a voice call through the platform.
- Number Selection: The system evaluates available host-level dedicated numbers. Selection is restricted to phone numbers present in the most recent chat session to prevent data leakage from chat history.
- Validation: The system captures the visitor's phone number. If no country code is provided, the system automatically appends the country code based on the visitor's location.
- Routing: The system utilizes host-level dedicated numbers (bypassing legacy defaults) to ensure compatibility with Verizon and other networks.
- Logging: Upon completion, the system logs the call status and the specific number used, which is then reflected in the lead details.
Business Rules and Constraints
- Legacy Deprecation: Legacy default CC numbers are deprecated due to high failure rates.
- Data Integrity: Phone number selection is strictly limited to the current chat session context.
- Auto-Formatting: The system automatically resolves missing country codes using visitor location data.
- Lead Synchronization: Call connect status and the associated number must be accurately reflected in lead details, with timestamps synchronized between call completion and lead generation.
Ticket coverage
- CHAT-17535 — Resolves call connection failures by transitioning from legacy default CC numbers to host-level dedicated numbers.
- CHAT-17749 — Fixes system-wide call connection failures by updating TwilioToken configurations.
- CHAT-17772 — Restricts phone number selection to the most recent chat session, preventing the inclusion of historical chat numbers.
- CHAT-17774 — Ensures visitor phone numbers are correctly captured and automatically appends country codes based on visitor location when missing.
- CHAT-17806 — Addresses synchronization issues between call connect timestamps and lead creation timestamps.
- CHAT-17809 — Ensures the lead details screen displays the correct call connect number and accurate call completion statuses.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the resolution of call connectivity failures and the management of call data for partner-initiated calls. The system prioritizes host-level dedicated numbers to ensure reliable routing and implements strict validation for visitor phone numbers.
System Flow
- Initiation: A partner initiates a voice call through the platform.
- Number Selection: The system evaluates available host-level dedicated numbers. Selection is restricted to phone numbers present in the most recent chat session to prevent data leakage from chat history.
- Validation: The system captures the visitor's phone number. If no country code is provided, the system automatically appends the country code based on the visitor's location.
- Routing: The system utilizes host-level dedicated numbers (bypassing legacy defaults) to ensure compatibility with Verizon and other networks.
- Logging: Upon completion, the system logs the call status and the specific number used, which is then reflected in the lead details.
Business Rules and Constraints
- Legacy Deprecation: Legacy default CC numbers are deprecated due to high failure rates.
- Data Integrity: Phone number selection is strictly limited to the current chat session context.
- Auto-Formatting: The system automatically resolves missing country codes using visitor location data.
- Lead Synchronization: Call connect status and the associated number must be accurately reflected in lead details, with timestamps synchronized between call completion and lead generation.
Ticket coverage
- CHAT-17535 — Resolves call connection failures by transitioning from legacy default CC numbers to host-level dedicated numbers.
- CHAT-17749 — Fixes system-wide call connection failures by updating TwilioToken configurations.
- CHAT-17772 — Restricts phone number selection to the most recent chat session, preventing the inclusion of historical chat numbers.
- CHAT-17774 — Ensures visitor phone numbers are correctly captured and automatically appends country codes based on visitor location when missing.
- CHAT-17806 — Addresses synchronization issues between call connect timestamps and lead creation timestamps.
- CHAT-17809 — Ensures the lead details screen displays the correct call connect number and accurate call completion statuses.
Legacy Account Data Consolidation and Key Unification
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'primary key' is defined as the oldest or most active key currently associated with the account.
- The system has a background process or script capable of re-associating database records from secondary keys to the primary key.
- HubSpot is already configured to interface with the primary key for all future upsell activities.
graph LR
A[Identify Fragmented Keys] --> B[Map Secondary Data to Primary Key]
B --> C[Merge Data into Primary Key]
C --> D[Deactivate Secondary Keys]
D --> E[Enforce Single-Key Provisioning via HubSpot]
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Overview
This feature addresses data fragmentation in legacy accounts where multiple keys were historically generated to track distinct service offerings (e.g., voice, retainers). To ensure data integrity and streamline reporting, the system now supports the consolidation of these fragmented keys into a single, primary account key.
Workflow
- Identification: The system identifies accounts that possess multiple historical keys associated with different service offerings.
- Data Mapping: All user records, analytics, and service metadata associated with secondary keys are mapped to the designated primary account key.
- Consolidation: The system merges the data from secondary keys into the primary key, ensuring that all historical activity is unified under one identifier.
- Deprecation: Secondary keys are marked as inactive or deprecated to prevent further provisioning or data entry through the legacy quoting system.
Business Rules and Constraints
- Single Key Policy: All new provisioning and account management must occur under the primary key. The legacy quoting system is no longer authorized for creating new keys.
- Data Integrity: The merge process ensures that no historical analytics or user access permissions are lost during the transition to the primary key.
- Sales Integration: Sales teams are required to manage upsells exclusively through HubSpot to prevent the creation of redundant keys.
Ticket coverage
- CHAT-17540 — Implements a data migration and merging process to consolidate multiple legacy account keys into a single primary key, resolving reporting and analytics fragmentation.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature addresses data fragmentation in legacy accounts where multiple keys were historically generated to track distinct service offerings (e.g., voice, retainers). To ensure data integrity and streamline reporting, the system now supports the consolidation of these fragmented keys into a single, primary account key.
Workflow
- Identification: The system identifies accounts that possess multiple historical keys associated with different service offerings.
- Data Mapping: All user records, analytics, and service metadata associated with secondary keys are mapped to the designated primary account key.
- Consolidation: The system merges the data from secondary keys into the primary key, ensuring that all historical activity is unified under one identifier.
- Deprecation: Secondary keys are marked as inactive or deprecated to prevent further provisioning or data entry through the legacy quoting system.
Business Rules and Constraints
- Single Key Policy: All new provisioning and account management must occur under the primary key. The legacy quoting system is no longer authorized for creating new keys.
- Data Integrity: The merge process ensures that no historical analytics or user access permissions are lost during the transition to the primary key.
- Sales Integration: Sales teams are required to manage upsells exclusively through HubSpot to prevent the creation of redundant keys.
Ticket coverage
- CHAT-17540 — Implements a data migration and merging process to consolidate multiple legacy account keys into a single primary key, resolving reporting and analytics fragmentation.
Rounded Plus Skin: Chat Widget UI and Performance Optimization
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Rounded Plus' skin is a specific UI theme configuration within the chat widget settings.
- The message delay issue (CHAT-17544) is attributed to a rendering or state-management bug rather than a backend network latency issue.
- The 'minimized state' mentioned in CHAT-17545 refers to the widget's compact view before full expansion.
graph LR
A[User Opens Widget] --> B[System Renders Message]
B --> C{Calculate Dimensions}
C --> D[Apply Uniform Padding]
D --> E[Display Message Bubble]
E --> F[Update Widget Size]
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Overview
The 'Rounded Plus' skin for the chat widget introduces a refined visual language focused on consistent message spacing, optimized widget sizing for quick-reply interactions, and improved message rendering reliability. This update ensures that the chat interface maintains a professional aesthetic across both desktop and mobile viewports, regardless of message content length or type.
User Flow
- Initialization: The user opens the chat widget in the 'Rounded Plus' skin.
- Message Rendering: As messages (text, quick replies, or long-form content) are received, the system calculates the required padding and bubble dimensions.
- Dynamic Adjustment: The widget container dynamically adjusts its height to accommodate the message content, ensuring uniform spacing between consecutive bubbles.
- Interaction: The user interacts with quick-reply options, triggering a responsive resize of the widget to maintain optimal UI proportions.
Business Rules and Constraints
- Consistency: Padding between message bubbles must remain uniform regardless of the message type (e.g., quick replies vs. standard text).
- Responsiveness: The widget must maintain visual integrity when zoomed on mobile devices.
- Performance: Message delivery must be near-instantaneous; the system is optimized to prevent message queuing or delayed rendering in the chat window.
Ticket coverage
- CHAT-17542 — Reviews and optimizes the overall widget dimensions specifically when quick reply options are present to ensure a balanced UI.
- CHAT-17543 — Standardizes the vertical spacing between consecutive message bubbles to eliminate visual inconsistencies.
- CHAT-17544 — Addresses and resolves intermittent message delivery delays where multiple messages would fail to appear until a secondary trigger occurred.
- CHAT-17545 — Fixes inconsistencies in message rendering within the minimized state, specifically addressing padding issues and varying bubble sizes for different message types.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The 'Rounded Plus' skin for the chat widget introduces a refined visual language focused on consistent message spacing, optimized widget sizing for quick-reply interactions, and improved message rendering reliability. This update ensures that the chat interface maintains a professional aesthetic across both desktop and mobile viewports, regardless of message content length or type.
User Flow
- Initialization: The user opens the chat widget in the 'Rounded Plus' skin.
- Message Rendering: As messages (text, quick replies, or long-form content) are received, the system calculates the required padding and bubble dimensions.
- Dynamic Adjustment: The widget container dynamically adjusts its height to accommodate the message content, ensuring uniform spacing between consecutive bubbles.
- Interaction: The user interacts with quick-reply options, triggering a responsive resize of the widget to maintain optimal UI proportions.
Business Rules and Constraints
- Consistency: Padding between message bubbles must remain uniform regardless of the message type (e.g., quick replies vs. standard text).
- Responsiveness: The widget must maintain visual integrity when zoomed on mobile devices.
- Performance: Message delivery must be near-instantaneous; the system is optimized to prevent message queuing or delayed rendering in the chat window.
Ticket coverage
- CHAT-17542 — Reviews and optimizes the overall widget dimensions specifically when quick reply options are present to ensure a balanced UI.
- CHAT-17543 — Standardizes the vertical spacing between consecutive message bubbles to eliminate visual inconsistencies.
- CHAT-17544 — Addresses and resolves intermittent message delivery delays where multiple messages would fail to appear until a secondary trigger occurred.
- CHAT-17545 — Fixes inconsistencies in message rendering within the minimized state, specifically addressing padding issues and varying bubble sizes for different message types.
Chat Widget Attachment Logic and API Integration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD Theme Plus' mentioned in CHAT-17565 refers to a specific UI theme variant that required parity with the standard theme.
- The 'legacy side' refers to the existing backend architecture that required updated endpoints for operator-sent attachments.
- CloudFront is the primary CDN used for serving file icons.
graph LR
A[User Selects File] --> B{Validate Type/Size}
B -->|Valid| C[Upload to Server]
B -->|Invalid| D[Show Error]
C --> E[Generate Thumbnail]
E --> F[Display in Chat/Lead/Conv]
F --> G[Download/Download All]
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Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
User and System Flow
- Initiation: A visitor or operator initiates an attachment upload via the chat interface.
- Validation: The system validates the file type and size. For SMS chats, only image files are supported; other formats are restricted.
- Processing: The file is uploaded to the server. Thumbnails are generated for documents (PDFs/Images) to ensure consistent display.
- Display: The attachment appears in the chat window with a valid icon (Docx/Excel/etc.) and a download button.
- Data Persistence: The attachment metadata is stored in the backend, accessible via the Leads and Conversations APIs, including the sender's display name.
Business Rules and Constraints
- SMS Restrictions: SMS attachments are limited to image files. Non-image files are not supported.
- UI Consistency: When a user sends an attachment without text, the system suppresses the redundant "Attachments" text message.
- Download Capability: Both Leads and Conversations support a "Download All" feature via dedicated backend endpoints.
- Sender Identity: The
sentByUsernameproperty correctly reflects the operator's display name (or alias) for audit purposes.
Ticket coverage
- CHAT-17548 — Resolves an issue where SMS attachments displayed as "possible attachment" by ensuring the dashboard correctly renders image files.
- CHAT-17549 — Fixes broken icons for Docx and Excel files by ensuring correct CloudFront asset mapping.
- CHAT-17552 — Ensures attachments are visible in the mobile input area immediately upon selection before sending.
- CHAT-17554 — Adds missing download icons to files sent within chat messages.
- CHAT-17562 — Implements document thumbnail generation in the Attachments API for consistent UI rendering.
- CHAT-17564 — Ensures operator-sent attachments are correctly included in the legacy message array via the
/chatlogs/{chatlogId}/operator-attachmentsendpoint. - CHAT-17565 — Removes backend restrictions that previously prevented sending the same file multiple times in different messages.
- CHAT-17566 — Exposes attachment data within the Leads and Conversations API responses.
- CHAT-17567 — Enables the visitor-side chat widget to correctly render and handle attachments sent by operators.
- CHAT-17570 — Adds the
visitorAttachmentskey to the Lead Details API to track visitor-uploaded files. - CHAT-17576 — Fixes a bug where sending more than two attachments simultaneously caused failures.
- CHAT-17577 — Resolves an issue where attachments were sent as text strings instead of functional file objects.
- CHAT-17580 — Prevents the display of an redundant "Attachments" text message when a user sends only a file.
- CHAT-17583 — Populates the
sentByUsernameproperty in the Attachments object with the operator's display name. - CHAT-17605 — Provides a backend API to support the "Download All" functionality for attachments within Leads.
- CHAT-17606 — Provides a backend API to support the "Download All" functionality for attachments within Conversations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
User and System Flow
- Initiation: A visitor or operator initiates an attachment upload via the chat interface.
- Validation: The system validates the file type and size. For SMS chats, only image files are supported; other formats are restricted.
- Processing: The file is uploaded to the server. Thumbnails are generated for documents (PDFs/Images) to ensure consistent display.
- Display: The attachment appears in the chat window with a valid icon (Docx/Excel/etc.) and a download button.
- Data Persistence: The attachment metadata is stored in the backend, accessible via the Leads and Conversations APIs, including the sender's display name.
Business Rules and Constraints
- SMS Restrictions: SMS attachments are limited to image files. Non-image files are not supported.
- UI Consistency: When a user sends an attachment without text, the system suppresses the redundant "Attachments" text message.
- Download Capability: Both Leads and Conversations support a "Download All" feature via dedicated backend endpoints.
- Sender Identity: The
sentByUsernameproperty correctly reflects the operator's display name (or alias) for audit purposes.
Ticket coverage
- CHAT-17548 — Resolves an issue where SMS attachments displayed as "possible attachment" by ensuring the dashboard correctly renders image files.
- CHAT-17549 — Fixes broken icons for Docx and Excel files by ensuring correct CloudFront asset mapping.
- CHAT-17552 — Ensures attachments are visible in the mobile input area immediately upon selection before sending.
- CHAT-17554 — Adds missing download icons to files sent within chat messages.
- CHAT-17562 — Implements document thumbnail generation in the Attachments API for consistent UI rendering.
- CHAT-17564 — Ensures operator-sent attachments are correctly included in the legacy message array via the
/chatlogs/{chatlogId}/operator-attachmentsendpoint. - CHAT-17565 — Removes backend restrictions that previously prevented sending the same file multiple times in different messages.
- CHAT-17566 — Exposes attachment data within the Leads and Conversations API responses.
- CHAT-17567 — Enables the visitor-side chat widget to correctly render and handle attachments sent by operators.
- CHAT-17570 — Adds the
visitorAttachmentskey to the Lead Details API to track visitor-uploaded files. - CHAT-17576 — Fixes a bug where sending more than two attachments simultaneously caused failures.
- CHAT-17577 — Resolves an issue where attachments were sent as text strings instead of functional file objects.
- CHAT-17580 — Prevents the display of an redundant "Attachments" text message when a user sends only a file.
- CHAT-17583 — Populates the
sentByUsernameproperty in the Attachments object with the operator's display name. - CHAT-17605 — Provides a backend API to support the "Download All" functionality for attachments within Leads.
- CHAT-17606 — Provides a backend API to support the "Download All" functionality for attachments within Conversations.
Rounded Plus Chat Widget: UI and Interaction Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Rounded Plus' skin is a specific UI theme variant of the chat widget.
- The 'Full text' terminology refers to multi-line or extended input fields within the chat form.
- The issues marked as 'Delivered' are considered stable in the current production environment.
graph LR
A[User Opens Widget] --> B{Pre-chat State}
B --> C[Display Input Fields]
C --> D[User Inputs Data]
D --> E[Widget Active]
E --> F[Receive Message]
F --> G[Adjust Container Size]
G --> H[Maintain Fixed Position]
✎ This documentation has been manually edited.
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Overview
The Rounded Plus chat widget has undergone a series of refinements to improve visual stability, responsiveness, and interaction consistency across desktop and mobile platforms. These updates address layout clipping, animation synchronization, and input field behavior to ensure a seamless user experience.
Key Capabilities
- Layout Stability: Prevents the widget from shifting or clipping content when receiving incoming messages or displaying long text strings.
- Visual Consistency: Synchronizes animation styles between the pre-chat state and the active widget state to eliminate visual artifacts.
- Input Optimization: Refines the behavior of full-text input fields to ensure proper rendering and interaction during autofill and keyboard activation.
- State Management: Ensures that scroll indicators and chat bubbles only appear when contextually relevant, preventing UI clutter.
User Flow
- Initialization: The widget loads with consistent animation styles matching the pre-chat configuration.
- Interaction: When a user engages with input fields (Name, Email, Phone), the system leverages native browser autofill capabilities.
- Communication: Upon receiving messages, the widget maintains its fixed position without shifting or overlapping content.
- Resolution: The widget dynamically adjusts its container size to accommodate long messages without clipping or triggering unnecessary scroll bars.
Business Rules & Constraints
- Autofill: Phone number fields do not provide custom autocomplete suggestions, as the system relies on the native mobile device's autocomplete behavior.
- CSS Overrides: The widget is designed to be responsive; however, custom site-wide CSS that forcefully overrides internal styles may cause layout issues (e.g., logo transparency conflicts).
- Device Specifics: Certain layout behaviors (such as keyboard-triggered clipping) are highly dependent on the specific mobile OS and browser version (e.g., Samsung S22 behavior).
Ticket coverage
- CHAT-17546 — Fixes layout clipping where long messages would extend beyond the widget boundaries.
- CHAT-17556 — Removes unnecessary scroll indicators that appeared when the chat content did not exceed the container height.
- CHAT-17557 — Resolves a bug where the chat window incorrectly appeared alongside the chat bubble during video greets.
- CHAT-17558 — Stabilizes the widget position to prevent jitter or movement when new messages arrive.
- CHAT-17586 — Corrects a rendering issue where an extra box appeared during full-text input value insertion.
- CHAT-17587 — Clarifies that mobile autofill for contact fields relies on native device functionality rather than custom suggestions.
- CHAT-17588 — Synchronizes animation frames between pre-chat and active states to prevent visual cutoff.
- CHAT-17598 — Tracks a known layout issue on specific Android devices (Samsung S22) where the keyboard triggers minor UI clipping.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Rounded Plus chat widget has undergone a series of refinements to improve visual stability, responsiveness, and interaction consistency across desktop and mobile platforms. These updates address layout clipping, animation synchronization, and input field behavior to ensure a seamless user experience.
Key Capabilities
- Layout Stability: Prevents the widget from shifting or clipping content when receiving incoming messages or displaying long text strings.
- Visual Consistency: Synchronizes animation styles between the pre-chat state and the active widget state to eliminate visual artifacts.
- Input Optimization: Refines the behavior of full-text input fields to ensure proper rendering and interaction during autofill and keyboard activation.
- State Management: Ensures that scroll indicators and chat bubbles only appear when contextually relevant, preventing UI clutter.
User Flow
- Initialization: The widget loads with consistent animation styles matching the pre-chat configuration.
- Interaction: When a user engages with input fields (Name, Email, Phone), the system leverages native browser autofill capabilities.
- Communication: Upon receiving messages, the widget maintains its fixed position without shifting or overlapping content.
- Resolution: The widget dynamically adjusts its container size to accommodate long messages without clipping or triggering unnecessary scroll bars.
Business Rules & Constraints
- Autofill: Phone number fields do not provide custom autocomplete suggestions, as the system relies on the native mobile device's autocomplete behavior.
- CSS Overrides: The widget is designed to be responsive; however, custom site-wide CSS that forcefully overrides internal styles may cause layout issues (e.g., logo transparency conflicts).
- Device Specifics: Certain layout behaviors (such as keyboard-triggered clipping) are highly dependent on the specific mobile OS and browser version (e.g., Samsung S22 behavior).
Ticket coverage
- CHAT-17546 — Fixes layout clipping where long messages would extend beyond the widget boundaries.
- CHAT-17556 — Removes unnecessary scroll indicators that appeared when the chat content did not exceed the container height.
- CHAT-17557 — Resolves a bug where the chat window incorrectly appeared alongside the chat bubble during video greets.
- CHAT-17558 — Stabilizes the widget position to prevent jitter or movement when new messages arrive.
- CHAT-17586 — Corrects a rendering issue where an extra box appeared during full-text input value insertion.
- CHAT-17587 — Clarifies that mobile autofill for contact fields relies on native device functionality rather than custom suggestions.
- CHAT-17588 — Synchronizes animation frames between pre-chat and active states to prevent visual cutoff.
- CHAT-17598 — Tracks a known layout issue on specific Android devices (Samsung S22) where the keyboard triggers minor UI clipping.
Chat Widget Interaction Flows v3 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD' and 'RD Plus' themes refer to specific UI templates within the chat widget architecture.
- The unread message counter is assumed to be a client-side state managed by the widget's local session.
- The 'videojs' conflict was a specific site-wide script collision rather than a core feature dependency.
graph LR
A[Visitor Opens Widget] --> B{Pre-Chat Active?}
B -- Yes --> C[Validate Input]
C --> D[Submit Message]
D --> E[Bot/Agent Response]
E --> F{Widget Minimized?}
F -- Yes --> G[Show Unread Badge]
F -- No --> H[Display Message]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers recent enhancements and stability fixes for the chat widget interaction flows. These updates focus on improving visitor engagement through better notification systems, robust validation for pre-chat interactions, and overall widget stability across different themes (RD and RD Plus).
Unread Message Notifications
To ensure visitors do not miss agent responses, the chat widget now features a visual unread message counter. When the chat window is minimized, a red badge appears on the Live Chat button. This badge displays the count of unread messages (up to 9+). The counter resets to zero and hides automatically once the visitor expands the chat window.
Pre-Chat and Scriptbot Interaction Flows
- Validation: The system now enforces strict validation for Full Text Quick Replies (FT QR). The input field is frozen until the message is fully rendered in the DOM to prevent validation bypass.
- Attachment Handling: Scriptbot flows now correctly resume after a visitor submits a file attachment, ensuring the conversation logic remains uninterrupted.
- Duplicate Prevention: Logic has been implemented to prevent duplicate message submission when interacting with Full Text QRs within the Pre-Chat greeting.
- Overlay Management: The 'Chat Restart' overlay is suppressed during empty-input submissions in Pre-Chat to prevent UI confusion.
Stability and Compatibility
- Widget Persistence: Conflicts with third-party scripts (specifically the videojs plugin) have been resolved to prevent the widget from disappearing upon interaction.
- Message Rendering: Fixed an issue in the RD Plus theme where the first Pre-Chat message was rendered twice.
Ticket coverage
- CHAT-17547 — Implements a numeric unread message badge on the minimized chat button that resets upon opening.
- CHAT-17553 — Fixes an issue where Scriptbot flows would stall when a visitor sent a file attachment.
- CHAT-17579 — Resolves duplicate visitor message submission when interacting with Full Text QRs in the Pre-Chat greeting.
- CHAT-17584 — Addresses intermittent issues where Quick Replies were not captured correctly on the dashboard.
- CHAT-17585 — Fixes a critical bug where the widget would disappear after being clicked due to script conflicts.
- CHAT-17597 — Corrects a rendering bug in the RD Plus theme that caused the first Pre-Chat message to appear twice.
- CHAT-17608 — Prevents visitors from bypassing validation in Full Text Quick Replies by freezing input until DOM rendering is complete.
- CHAT-17610 — Suppresses the Chat Restart overlay when a user clicks send without input in the Pre-Chat phase.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent enhancements and stability fixes for the chat widget interaction flows. These updates focus on improving visitor engagement through better notification systems, robust validation for pre-chat interactions, and overall widget stability across different themes (RD and RD Plus).
Unread Message Notifications
To ensure visitors do not miss agent responses, the chat widget now features a visual unread message counter. When the chat window is minimized, a red badge appears on the Live Chat button. This badge displays the count of unread messages (up to 9+). The counter resets to zero and hides automatically once the visitor expands the chat window.
Pre-Chat and Scriptbot Interaction Flows
- Validation: The system now enforces strict validation for Full Text Quick Replies (FT QR). The input field is frozen until the message is fully rendered in the DOM to prevent validation bypass.
- Attachment Handling: Scriptbot flows now correctly resume after a visitor submits a file attachment, ensuring the conversation logic remains uninterrupted.
- Duplicate Prevention: Logic has been implemented to prevent duplicate message submission when interacting with Full Text QRs within the Pre-Chat greeting.
- Overlay Management: The 'Chat Restart' overlay is suppressed during empty-input submissions in Pre-Chat to prevent UI confusion.
Stability and Compatibility
- Widget Persistence: Conflicts with third-party scripts (specifically the videojs plugin) have been resolved to prevent the widget from disappearing upon interaction.
- Message Rendering: Fixed an issue in the RD Plus theme where the first Pre-Chat message was rendered twice.
Ticket coverage
- CHAT-17547 — Implements a numeric unread message badge on the minimized chat button that resets upon opening.
- CHAT-17553 — Fixes an issue where Scriptbot flows would stall when a visitor sent a file attachment.
- CHAT-17579 — Resolves duplicate visitor message submission when interacting with Full Text QRs in the Pre-Chat greeting.
- CHAT-17584 — Addresses intermittent issues where Quick Replies were not captured correctly on the dashboard.
- CHAT-17585 — Fixes a critical bug where the widget would disappear after being clicked due to script conflicts.
- CHAT-17597 — Corrects a rendering bug in the RD Plus theme that caused the first Pre-Chat message to appear twice.
- CHAT-17608 — Prevents visitors from bypassing validation in Full Text Quick Replies by freezing input until DOM rendering is complete.
- CHAT-17610 — Suppresses the Chat Restart overlay when a user clicks send without input in the Pre-Chat phase.
Video Greet Enhancements
▶ 3 earlier versions
▶ 3 assumptions
Overview
The Video Greet widget provides an interactive, video-based greeting experience for website visitors. Recent updates have focused on improving stability, visual consistency, responsiveness, and providing configurable display options for different customer needs. These enhancements ensure that greeting messages, quick responses, and video playback behave predictably across various network conditions, device states, and account types.
User Flow
- Initialization: The Video Greet widget loads on the page. The system checks the account-specific configuration for widget size (Default vs. Large) and ensures video assets are correctly fetched for AI-enabled accounts.
- Interaction: The visitor interacts with the widget (e.g., viewing the video or selecting a quick response).
- Expansion: If the visitor expands the video, it enters a full-screen overlay mode. Background scrolling is disabled to maintain focus.
- Communication: The visitor replies to the greeting. The system ensures the original greeting and the visitor's reply are sequenced correctly in the chat history.
- Closure: The visitor closes the widget. The chat bubble immediately reappears, allowing for further engagement.
Key Behaviors and Constraints
- Configurable Sizing: Customers can opt for a 'Large' widget size for increased prominence. This setting is account-specific and maintains responsiveness across all devices.
- AI Account Compatibility: Video assets are fully supported and rendered correctly within the chat window for AI-configured accounts.
- Message Sequencing: Greeting messages are guaranteed to appear before visitor replies, even during high server latency.
- Full-Screen Experience: Expanded video content occupies the full screen on mobile devices, with functional mute/unmute and close controls.
- Visual Consistency: Quick responses and placeholder text are properly aligned and truncated with ellipses where necessary.
- State Management: The widget prevents duplicate rendering of greeting messages and ensures the chat bubble state is correctly restored upon closing.
Ticket coverage
- CHAT-17581 — Fixes a race condition where visitor replies were displayed before the greeting message.
- CHAT-17582 — Corrects layout spacing issues for Full Text greeting messages.
- CHAT-17595 — Ensures expanded video covers the full screen and disables background scrolling.
- CHAT-17596 — Resolves QR misalignment and ensures visitor replies are correctly injected into history.
- CHAT-17599 — Adds ellipsis truncation for Full Text placeholder text.
- CHAT-17601 — Prevents the greeting message from rendering twice in expanded state.
- CHAT-17602 — Fixes close (X) button alignment for RD theme.
- CHAT-17603 — Ensures chat bubble reappears immediately upon closing.
- CHAT-17607 — Fixes video playback constraint issues on mobile.
- CHAT-17745 — Resolves video rendering failure via Pop-Up Message Overlay.
- CHAT-17959 — Adds support for configurable 'Large' widget size for specific customers while maintaining default behavior for others.
- CHAT-17971 — Fixes a bug where video assets failed to render in the chat window for AI-enabled accounts.
Overview
The Video Greet widget provides an interactive, video-based greeting experience for website visitors. Recent updates have focused on improving the stability, visual consistency, and responsiveness of the widget across RD and RD Plus themes. These enhancements ensure that greeting messages, quick responses, and video playback behave predictably under various network conditions, device states, and entry points.
User Flow
- Initialization: The Video Greet widget loads on the page, either directly or via a Pop-Up Message Overlay. The greeting message and video preview are rendered.
- Interaction: The visitor interacts with the widget (e.g., viewing the video or selecting a quick response).
- Expansion: If the visitor expands the video, it enters a full-screen overlay mode. Background scrolling is disabled to maintain focus.
- Communication: The visitor replies to the greeting. The system ensures the original greeting and the visitor's reply are sequenced correctly in the chat history.
- Closure: The visitor closes the widget. The chat bubble immediately reappears, allowing for further engagement.
Key Behaviors and Constraints
- Message Sequencing: Greeting messages are guaranteed to appear before visitor replies, even during high server latency or slow network conditions.
- Full-Screen Experience: Expanded video content occupies the full screen on mobile devices, with functional mute/unmute and close controls.
- Visual Consistency: Quick responses and placeholder text are properly aligned and truncated with ellipses where necessary to prevent layout overflow.
- State Management: The widget prevents duplicate rendering of greeting messages in the expanded state and ensures the chat bubble state is correctly restored upon closing the widget.
- Entry Point Integration: The widget correctly initializes video content regardless of whether it is triggered via standard page load or via a Pop-Up Message Overlay interaction.
Ticket coverage
- CHAT-17581 — Fixes a race condition where visitor replies were displayed before the greeting message or before the video preview finished loading.
- CHAT-17582 — Corrects layout spacing issues for Full Text greeting messages and removes unnecessary time stamps below QR elements.
- CHAT-17595 — Ensures expanded video covers the full screen, includes functional controls, and disables background page scrolling.
- CHAT-17596 — Resolves QR misalignment and ensures visitor replies are correctly injected into the chat conversation history.
- CHAT-17599 — Adds ellipsis truncation for Full Text placeholder text to prevent content from being cut off in the greeting message.
- CHAT-17601 — Prevents the greeting message from rendering twice when the widget is in the expanded state.
- CHAT-17602 — Fixes the alignment of the close (X) button in both minimized and expanded states for the RD theme.
- CHAT-17603 — Ensures the chat bubble reappears immediately upon closing the Video Greet widget without requiring a page reload.
- CHAT-17607 — Fixes a bug where video playback was constrained to half-screen on mobile devices when triggered from an input field.
- CHAT-17745 — Resolves an issue where the video failed to render when the widget was launched via a Pop-Up Message Overlay.
Overview
The Video Greet widget provides an interactive, video-based greeting experience for website visitors. Recent updates have focused on improving the stability, visual consistency, and responsiveness of the widget across RD and RD Plus themes. These enhancements ensure that greeting messages, quick responses, and video playback behave predictably under various network conditions and device states.
User Flow
- Initialization: The Video Greet widget loads on the page. The greeting message and video preview are rendered.
- Interaction: The visitor interacts with the widget (e.g., viewing the video or selecting a quick response).
- Expansion: If the visitor expands the video, it enters a full-screen overlay mode. Background scrolling is disabled to maintain focus.
- Communication: The visitor replies to the greeting. The system ensures the original greeting and the visitor's reply are sequenced correctly in the chat history.
- Closure: The visitor closes the widget. The chat bubble immediately reappears, allowing for further engagement.
Key Behaviors and Constraints
- Message Sequencing: Greeting messages are guaranteed to appear before visitor replies, even during high server latency or slow network conditions.
- Full-Screen Experience: Expanded video content occupies the full screen on mobile devices, with functional mute/unmute and close controls.
- Visual Consistency: Quick responses and placeholder text are properly aligned and truncated with ellipses where necessary to prevent layout overflow.
- State Management: The widget prevents duplicate rendering of greeting messages in the expanded state and ensures the chat bubble state is correctly restored upon closing the widget.
Ticket coverage
- CHAT-17581 — Fixes a race condition where visitor replies were displayed before the greeting message or before the video preview finished loading.
- CHAT-17582 — Corrects layout spacing issues for Full Text greeting messages and removes unnecessary time stamps below QR elements.
- CHAT-17595 — Ensures expanded video covers the full screen, includes functional controls, and disables background page scrolling.
- CHAT-17596 — Resolves QR misalignment and ensures visitor replies are correctly injected into the chat conversation history.
- CHAT-17599 — Adds ellipsis truncation for Full Text placeholder text to prevent content from being cut off in the greeting message.
- CHAT-17601 — Prevents the greeting message from rendering twice when the widget is in the expanded state.
- CHAT-17602 — Fixes the alignment of the close (X) button in both minimized and expanded states for the RD theme.
- CHAT-17603 — Ensures the chat bubble reappears immediately upon closing the Video Greet widget without requiring a page reload.
- CHAT-17607 — Fixes a bug where video playback was constrained to half-screen on mobile devices when triggered from an input field.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Variation 4' design replaces previous default widget sizing logic for standard interactions.
- The 'Large' widget size configuration remains available as an override for specific customers alongside the new hover-expansion behavior.
- The dark overlay mentioned in the ticket description is intended for the video background to ensure text readability.
graph LR
A[Load Widget] --> B{Check Account Config}
B --> C[Render Default Vertical Widget]
C --> D{Hover Interaction}
D -->|Hover| E[Expand Widget Size]
D -->|No Hover| C
E --> F[Show Media Controls]
F --> G{Visitor Interaction}
G -->|Expand Video| H[Full Screen Overlay]
G -->|Reply| I[Display Sequence: Greeting -> Reply]
H --> J[Close Widget]
I --> J
J --> K[Restore Chat Bubble]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
The Video Greet widget provides an interactive, video-based greeting experience for website visitors. Recent updates have focused on improving stability, visual consistency, responsiveness, and providing a modern, interactive design that allows for hover-based expansion and intuitive media controls.
User Flow
- Initialization: The Video Greet widget loads on the page in its default vertical, rounded-corner state.
- Interaction:
- Hover: The widget smoothly expands to a larger size. Moving the cursor away returns it to the default size without interrupting video playback.
- Media Control: Hovering reveals a center play/pause button, top-left mute/unmute toggle, and top-right language/close controls.
- Engagement: The visitor selects quick-reply options displayed below the greeting text.
- Expansion: If the visitor expands the video, it enters a full-screen overlay mode. Background scrolling is disabled.
- Communication: The visitor replies to the greeting. The system ensures the original greeting and the visitor's reply are sequenced correctly.
- Closure: The visitor closes the widget. The chat bubble immediately reappears.
Key Behaviors and Constraints
- Responsive Design (Variation 4): The widget features a vertical, rounded-corner design. Controls (mute, language, close) feature a semi-transparent dark background for visibility.
- Hover-to-Expand: The widget dynamically resizes based on cursor proximity without affecting the video state.
- Configurable Sizing: Customers can opt for a 'Large' widget size for increased prominence.
- AI Account Compatibility: Video assets are fully supported and rendered correctly for AI-configured accounts.
- Message Sequencing: Greeting messages are guaranteed to appear before visitor replies.
- Full-Screen Experience: Expanded video content occupies the full screen on mobile, with functional controls.
- State Management: The widget prevents duplicate rendering and ensures the chat bubble state is restored upon closing.
Ticket coverage
- CHAT-17581 — Fixes a race condition where visitor replies were displayed before the greeting message.
- CHAT-17582 — Corrects layout spacing issues for Full Text greeting messages.
- CHAT-17595 — Ensures expanded video covers the full screen and disables background scrolling.
- CHAT-17596 — Resolves QR misalignment and ensures visitor replies are correctly injected into history.
- CHAT-17599 — Adds ellipsis truncation for Full Text placeholder text.
- CHAT-17601 — Prevents the greeting message from rendering twice in expanded state.
- CHAT-17602 — Fixes close (X) button alignment for RD theme.
- CHAT-17603 — Ensures chat bubble reappears immediately upon closing.
- CHAT-17607 — Fixes video playback constraint issues on mobile.
- CHAT-17745 — Resolves video rendering failure via Pop-Up Message Overlay.
- CHAT-17959 — Adds support for configurable 'Large' widget size.
- CHAT-17971 — Fixes a bug where video assets failed to render for AI-enabled accounts.
- CHAT-18021 — Implements Variation 4 design: vertical rounded-corner widget, hover-to-expand functionality, and overlay media controls.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Video Greet widget provides an interactive, video-based greeting experience for website visitors. Recent updates have focused on improving stability, visual consistency, responsiveness, and providing a modern, interactive design that allows for hover-based expansion and intuitive media controls.
User Flow
- Initialization: The Video Greet widget loads on the page in its default vertical, rounded-corner state.
- Interaction:
- Hover: The widget smoothly expands to a larger size. Moving the cursor away returns it to the default size without interrupting video playback.
- Media Control: Hovering reveals a center play/pause button, top-left mute/unmute toggle, and top-right language/close controls.
- Engagement: The visitor selects quick-reply options displayed below the greeting text.
- Expansion: If the visitor expands the video, it enters a full-screen overlay mode. Background scrolling is disabled.
- Communication: The visitor replies to the greeting. The system ensures the original greeting and the visitor's reply are sequenced correctly.
- Closure: The visitor closes the widget. The chat bubble immediately reappears.
Key Behaviors and Constraints
- Responsive Design (Variation 4): The widget features a vertical, rounded-corner design. Controls (mute, language, close) feature a semi-transparent dark background for visibility.
- Hover-to-Expand: The widget dynamically resizes based on cursor proximity without affecting the video state.
- Configurable Sizing: Customers can opt for a 'Large' widget size for increased prominence.
- AI Account Compatibility: Video assets are fully supported and rendered correctly for AI-configured accounts.
- Message Sequencing: Greeting messages are guaranteed to appear before visitor replies.
- Full-Screen Experience: Expanded video content occupies the full screen on mobile, with functional controls.
- State Management: The widget prevents duplicate rendering and ensures the chat bubble state is restored upon closing.
Ticket coverage
- CHAT-17581 — Fixes a race condition where visitor replies were displayed before the greeting message.
- CHAT-17582 — Corrects layout spacing issues for Full Text greeting messages.
- CHAT-17595 — Ensures expanded video covers the full screen and disables background scrolling.
- CHAT-17596 — Resolves QR misalignment and ensures visitor replies are correctly injected into history.
- CHAT-17599 — Adds ellipsis truncation for Full Text placeholder text.
- CHAT-17601 — Prevents the greeting message from rendering twice in expanded state.
- CHAT-17602 — Fixes close (X) button alignment for RD theme.
- CHAT-17603 — Ensures chat bubble reappears immediately upon closing.
- CHAT-17607 — Fixes video playback constraint issues on mobile.
- CHAT-17745 — Resolves video rendering failure via Pop-Up Message Overlay.
- CHAT-17959 — Adds support for configurable 'Large' widget size.
- CHAT-17971 — Fixes a bug where video assets failed to render for AI-enabled accounts.
- CHAT-18021 — Implements Variation 4 design: vertical rounded-corner widget, hover-to-expand functionality, and overlay media controls.
Chat Widget Performance, Stability, and Mobile Optimization
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'ApexFeature1' environment is a staging or development environment used for testing new portal features.
- The 'RD' and 'RD Plus' themes refer to specific CSS/UI design templates used by the chat widget.
- The 'Blazeo' website mentioned is a client-facing implementation used for production-level testing.
graph LR
A[User Initiates Chat] --> B{Branding Enabled?}
B -- Yes --> C{Color Selected?}
C -- No --> D[Widget Hidden]
C -- Yes --> E[Widget Renders]
B -- No --> E
E --> F[Interaction]
F --> G[Input Field Focus]
G --> H[Keyboard Adjusts Viewport]
H --> I[Message Sent]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
Generated docs were updated after you last saved this feature. Use the ⋯ menu to compare with the AI original or restore it.
Manual edit change log
No manual edit history yet.
Overview
This documentation covers recent enhancements and stability fixes for the chat widget, focusing on cross-environment compatibility, mobile responsiveness, and configuration integrity. These updates ensure consistent UI rendering across desktop and mobile platforms, resolve critical JavaScript errors, and standardize branding behavior.
Core Functionality and Improvements
Windowed Mode
Windowed mode allows the chat interface to operate in a separate browser window. Recent updates ensure that messages are correctly synchronized and displayed on the visitor's side, resolving previous delivery failures in the ApexFeature1 environment.
Mobile Responsiveness
Mobile chat widgets have been optimized to prevent UI layout disruptions. Key improvements include:
- Keyboard Interaction: The input field remains accessible and is no longer hidden behind the mobile keyboard.
- Layout Stability: Resolved issues where blank spaces appeared below the "Powered by Blazeo" footer, and prevented background website scrolling while the chat widget is active.
Branding and Configuration
To maintain visual consistency, the system enforces strict branding rules. If "Enable Branding" is toggled on, a specific color must be selected in the portal. If no color is provided, the widget will not render, preventing potential UI rendering errors.
Business Rules and Constraints
- Branding: Branding color selection is mandatory when the branding feature is enabled. Users must configure this in the portal to ensure the widget appears.
- UI Stability: The Chat UI Controller now includes improved error handling to prevent
classListproperty access errors during message rendering.
Ticket coverage
- CHAT-17555 — Resolved an issue where windowed mode failed to display messages on the visitor's side in the ApexFeature1 environment.
- CHAT-17559 — Fixed a UI disruption affecting the input field within the RD theme across beta and production environments.
- CHAT-17561 — Addressed a critical JavaScript error (TypeError: Cannot read properties of undefined) in the ChatUIController that caused UI instability during message arrival.
- CHAT-17563 — Resolved a configuration-related issue where the chat failed to initiate due to empty branding color settings.
- CHAT-17568 — Fixed a mobile-specific layout bug where a scrollbar and blank space appeared under the "Powered by Blazeo" field.
- CHAT-17569 — Corrected mobile widget behavior where the input field was obscured by the keyboard and background website scrolling was incorrectly enabled.
- CHAT-17589 — Confirmed that the widget will not appear if branding is enabled without a color; users must select a color in the portal to ensure visibility.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent enhancements and stability fixes for the chat widget, focusing on cross-environment compatibility, mobile responsiveness, and configuration integrity. These updates ensure consistent UI rendering across desktop and mobile platforms, resolve critical JavaScript errors, and standardize branding behavior.
Core Functionality and Improvements
Windowed Mode
Windowed mode allows the chat interface to operate in a separate browser window. Recent updates ensure that messages are correctly synchronized and displayed on the visitor's side, resolving previous delivery failures in the ApexFeature1 environment.
Mobile Responsiveness
Mobile chat widgets have been optimized to prevent UI layout disruptions. Key improvements include:
- Keyboard Interaction: The input field remains accessible and is no longer hidden behind the mobile keyboard.
- Layout Stability: Resolved issues where blank spaces appeared below the "Powered by Blazeo" footer, and prevented background website scrolling while the chat widget is active.
Branding and Configuration
To maintain visual consistency, the system enforces strict branding rules. If "Enable Branding" is toggled on, a specific color must be selected in the portal. If no color is provided, the widget will not render, preventing potential UI rendering errors.
Business Rules and Constraints
- Branding: Branding color selection is mandatory when the branding feature is enabled. Users must configure this in the portal to ensure the widget appears.
- UI Stability: The Chat UI Controller now includes improved error handling to prevent
classListproperty access errors during message rendering.
Ticket coverage
- CHAT-17555 — Resolved an issue where windowed mode failed to display messages on the visitor's side in the ApexFeature1 environment.
- CHAT-17559 — Fixed a UI disruption affecting the input field within the RD theme across beta and production environments.
- CHAT-17561 — Addressed a critical JavaScript error (TypeError: Cannot read properties of undefined) in the ChatUIController that caused UI instability during message arrival.
- CHAT-17563 — Resolved a configuration-related issue where the chat failed to initiate due to empty branding color settings.
- CHAT-17568 — Fixed a mobile-specific layout bug where a scrollbar and blank space appeared under the "Powered by Blazeo" field.
- CHAT-17569 — Corrected mobile widget behavior where the input field was obscured by the keyboard and background website scrolling was incorrectly enabled.
- CHAT-17589 — Confirmed that the widget will not appear if branding is enabled without a color; users must select a color in the portal to ensure visibility.
Billing and Subscription Management v4: Customer Flagging and Reporting Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'MONITORING ENABLED' flag is the primary toggle for account activity status.
- The 'NONPAYMENT' cancellation reason is a specific selection within the existing cancellation dropdown menu.
- The reporting requirements for CHAT-17604 apply to all future exports and system-generated financial reports.
graph LR
A[Set Cancellation Reason: NONPAYMENT] --> B[Attempt to Enable Monitoring]
B --> C{Is Account Flagged?}
C -- Yes --> D[Display Warning: Contact Accounting]
D --> E[User Dismisses Warning / Saves]
E --> F[Account Reactivated]
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Overview
This update introduces enhanced customer lifecycle management for the accounting and sales teams, specifically targeting the prevention of recurring non-payment cycles. Additionally, it standardizes financial reporting data structures to ensure consistency across the portal, QuickBooks, and HubSpot.
Customer Flagging: Non-Payment Prevention
To address customers who repeatedly allow invoices to reach a state of non-payment, the system now supports a mandatory auto-payment enforcement workflow.
Workflow for Reactivating Non-Payment Accounts
- Identification: When an account is set to 'NONPAYMENT' via the cancellation reason dropdown, the system flags the account status.
- Reactivation Trigger: When a user attempts to enable the 'MONITORING ENABLED' flag for an account previously marked as 'NONPAYMENT', the system initiates a validation check.
- Notification: A warning message is displayed in the portal notifying the user that the account requires an active payment method on file (auto-pay).
- Resolution: The notification includes a prompt to contact the accounting team. While the warning is dismissible and allows the 'Save' action to proceed, it serves as a formal gatekeeper to ensure accounting oversight for high-risk accounts.
Financial Reporting Standardization
To establish a 'Single Source of Truth' for financial metrics, the reporting architecture has been updated to utilize unique identifiers rather than mutable strings (like names or keys).
Data Requirements
All financial reports must now map data using the following unique identifiers:
- Account ID
- Company ID
- QuickBooks ID
This change eliminates data mismatches between the portal, QuickBooks, and HubSpot, allowing for more accurate tracking of New Logo, Churn MRR, Upsell, and Growth vs. Churn ratios.
Ticket coverage
- CHAT-17575 — Implements a notification workflow for reactivating accounts previously cancelled for non-payment, requiring accounting team contact to enforce auto-payment.
- CHAT-17604 — Standardizes financial reporting by mandating the use of unique system identifiers (Account, Company, and QuickBooks IDs) to ensure data integrity across integrated platforms.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This update introduces enhanced customer lifecycle management for the accounting and sales teams, specifically targeting the prevention of recurring non-payment cycles. Additionally, it standardizes financial reporting data structures to ensure consistency across the portal, QuickBooks, and HubSpot.
Customer Flagging: Non-Payment Prevention
To address customers who repeatedly allow invoices to reach a state of non-payment, the system now supports a mandatory auto-payment enforcement workflow.
Workflow for Reactivating Non-Payment Accounts
- Identification: When an account is set to 'NONPAYMENT' via the cancellation reason dropdown, the system flags the account status.
- Reactivation Trigger: When a user attempts to enable the 'MONITORING ENABLED' flag for an account previously marked as 'NONPAYMENT', the system initiates a validation check.
- Notification: A warning message is displayed in the portal notifying the user that the account requires an active payment method on file (auto-pay).
- Resolution: The notification includes a prompt to contact the accounting team. While the warning is dismissible and allows the 'Save' action to proceed, it serves as a formal gatekeeper to ensure accounting oversight for high-risk accounts.
Financial Reporting Standardization
To establish a 'Single Source of Truth' for financial metrics, the reporting architecture has been updated to utilize unique identifiers rather than mutable strings (like names or keys).
Data Requirements
All financial reports must now map data using the following unique identifiers:
- Account ID
- Company ID
- QuickBooks ID
This change eliminates data mismatches between the portal, QuickBooks, and HubSpot, allowing for more accurate tracking of New Logo, Churn MRR, Upsell, and Growth vs. Churn ratios.
Ticket coverage
- CHAT-17575 — Implements a notification workflow for reactivating accounts previously cancelled for non-payment, requiring accounting team contact to enforce auto-payment.
- CHAT-17604 — Standardizes financial reporting by mandating the use of unique system identifiers (Account, Company, and QuickBooks IDs) to ensure data integrity across integrated platforms.
Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'QT' message type refers to a specific internal message classification used for authorized VA interactions.
- The 'Legacy Portal' mentioned in CHAT-17560 refers to the existing administrative interface where VendorMax provisioning occurs.
- The 'failure error' in CHAT-17594 is assumed to be transient network or deployment-related latency.
graph LR
A[User Action] --> B{Check Permission/Flag}
B -- Unauthorized --> C[Disable Input/Hide File]
B -- Authorized --> D[Allow Action]
D --> E[Process Request]
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Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- Company-Level Flag: The attachment functionality is now correctly prioritized. If the host-level flag is disabled, the system respects the company-level flag to determine if attachments can be sent.
- Admin Restrictions: Standard Admin users are restricted from downloading or opening files in the leads section. They may only view file status or names. Only Super Admins retain full access to view and download files.
- Partner Isolation: Partner users are restricted to accessing attachments belonging only to their own company account. They cannot view or download files uploaded by customer accounts.
Visitor Interaction Security
- VA Account Input: Input fields in Virtual Assistant (VA) accounts are disabled by default. They only become active when a specific message type (QT) is applied.
- Hyperlink Sanitization: A new configuration allows for the disabling of clickable hyperlinks. When enabled, links in Leads, Chats, and the Dashboard are rendered as plain, non-clickable text to prevent unauthorized navigation.
VendorMax Provisioning
- Tier Pricing Visibility: The Provisioning module now correctly displays partner-specific tier pricing. The system checks the host associated with the onboarding process to display the appropriate tier options (Reseller vs. Direct) rather than defaulting to VendorMax-specific enums.
Ticket coverage
- CHAT-17550 — Ensures the attachment flag correctly respects company-level settings when the host-level flag is disabled.
- CHAT-17551 — Prevents unauthorized message sending in VA accounts by keeping input fields disabled unless a QT message type is active.
- CHAT-17560 — Fixes tier pricing visibility in VendorMax by dynamically displaying host-specific pricing tiers instead of generic enums.
- CHAT-17571 — Restricts file download/viewing access to Super Admins, preventing standard Admins from accessing sensitive lead attachments.
- CHAT-17572 — Isolates file access so that partner users cannot view or download files belonging to their customer accounts.
- CHAT-17594 — Investigated intermittent company saving failures; determined to be environment-related and not a persistent code defect.
- CHAT-17600 — Adds a configuration column to disable visitor hyperlinks, rendering them as plain text for security purposes.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- Company-Level Flag: The attachment functionality is now correctly prioritized. If the host-level flag is disabled, the system respects the company-level flag to determine if attachments can be sent.
- Admin Restrictions: Standard Admin users are restricted from downloading or opening files in the leads section. They may only view file status or names. Only Super Admins retain full access to view and download files.
- Partner Isolation: Partner users are restricted to accessing attachments belonging only to their own company account. They cannot view or download files uploaded by customer accounts.
Visitor Interaction Security
- VA Account Input: Input fields in Virtual Assistant (VA) accounts are disabled by default. They only become active when a specific message type (QT) is applied.
- Hyperlink Sanitization: A new configuration allows for the disabling of clickable hyperlinks. When enabled, links in Leads, Chats, and the Dashboard are rendered as plain, non-clickable text to prevent unauthorized navigation.
VendorMax Provisioning
- Tier Pricing Visibility: The Provisioning module now correctly displays partner-specific tier pricing. The system checks the host associated with the onboarding process to display the appropriate tier options (Reseller vs. Direct) rather than defaulting to VendorMax-specific enums.
Ticket coverage
- CHAT-17550 — Ensures the attachment flag correctly respects company-level settings when the host-level flag is disabled.
- CHAT-17551 — Prevents unauthorized message sending in VA accounts by keeping input fields disabled unless a QT message type is active.
- CHAT-17560 — Fixes tier pricing visibility in VendorMax by dynamically displaying host-specific pricing tiers instead of generic enums.
- CHAT-17571 — Restricts file download/viewing access to Super Admins, preventing standard Admins from accessing sensitive lead attachments.
- CHAT-17572 — Isolates file access so that partner users cannot view or download files belonging to their customer accounts.
- CHAT-17594 — Investigated intermittent company saving failures; determined to be environment-related and not a persistent code defect.
- CHAT-17600 — Adds a configuration column to disable visitor hyperlinks, rendering them as plain text for security purposes.
Chat Widget Proactive Engagement Overlay
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The '10-second delay' is a hard-coded system default and not currently configurable by the end-user.
- The 'initiated by' field tracking is handled server-side via the Microservice architecture.
- The 'Rounded Dynamic' and 'RD+' refer to specific UI themes/templates within the chat widget framework.
graph LR
A[Visitor Loads Page] --> B[Widget Loads]
B --> C{10s Elapsed?}
C -- No --> B
C -- Yes --> D[Show Pop-up Overlay]
D --> E{User Choice}
E -- YES --> F[Launch Chat Window]
E -- NO --> G[Dismiss Overlay & Resume Browsing]
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Overview
The Proactive Engagement Overlay introduces a Yes/No pop-up mechanism designed to increase chat initiation rates. After a 10-second delay, an overlay appears on the chat widget, prompting the visitor to engage. This feature is specifically designed for the Microservice architecture and supports RD+, pre-chat, and Rounded Dynamic widget configurations.
User Workflow
- Initial Load: The visitor navigates to the website. The widget loads normally, and the visitor can browse the site for 10 seconds without interruption.
- Trigger: If the visitor does not engage with the widget within 10 seconds, the pop-up overlay appears.
- Interaction:
- YES: The chat window launches immediately. The system records the initiation source (e.g., bar, tab, EP, or pre-chat) via the 'initiated by' field.
- NO: The overlay is dismissed, and the visitor continues browsing the website without further interruption.
Business Rules and Constraints
- Timing: The overlay triggers exactly 10 seconds after the widget load, provided no prior engagement has occurred.
- Design: The 'YES' button is highlighted in green to encourage interaction. The UI is optimized for both mobile and desktop, ensuring proper padding and text wrapping.
- Blocking Behavior: The overlay prevents interaction with underlying web elements while active, forcing the user to make a selection to proceed.
- Compatibility: This feature is exclusive to the Microservice architecture and the new RD+, pre-chat, and Rounded Dynamic widget types.
Ticket Coverage
- CHAT-17578 — Implements the Yes/No pop-up overlay functionality, including the 10-second delay trigger, button styling, and initiation tracking logic.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Proactive Engagement Overlay introduces a Yes/No pop-up mechanism designed to increase chat initiation rates. After a 10-second delay, an overlay appears on the chat widget, prompting the visitor to engage. This feature is specifically designed for the Microservice architecture and supports RD+, pre-chat, and Rounded Dynamic widget configurations.
User Workflow
- Initial Load: The visitor navigates to the website. The widget loads normally, and the visitor can browse the site for 10 seconds without interruption.
- Trigger: If the visitor does not engage with the widget within 10 seconds, the pop-up overlay appears.
- Interaction:
- YES: The chat window launches immediately. The system records the initiation source (e.g., bar, tab, EP, or pre-chat) via the 'initiated by' field.
- NO: The overlay is dismissed, and the visitor continues browsing the website without further interruption.
Business Rules and Constraints
- Timing: The overlay triggers exactly 10 seconds after the widget load, provided no prior engagement has occurred.
- Design: The 'YES' button is highlighted in green to encourage interaction. The UI is optimized for both mobile and desktop, ensuring proper padding and text wrapping.
- Blocking Behavior: The overlay prevents interaction with underlying web elements while active, forcing the user to make a selection to proceed.
- Compatibility: This feature is exclusive to the Microservice architecture and the new RD+, pre-chat, and Rounded Dynamic widget types.
Ticket Coverage
- CHAT-17578 — Implements the Yes/No pop-up overlay functionality, including the 10-second delay trigger, button styling, and initiation tracking logic.
Chat Widget Interaction Flows v4: Enhancements and Fixes
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Add URL to script' feature refers to the administrative configuration panel for quick replies.
- The 'DOM widget' mentioned in CHAT-17674 refers to the client-side rendering engine of the chat interface.
- The fix for CHAT-17649 applies globally to all messaging dashboard types after initial regression concerns.
graph LR
A[Visitor Opens Widget] --> B[Display Pre-Chat Message]
B --> C[Launch Chat Window]
C --> D[Interaction Options Displayed]
D --> E[Visitor Interacts/Clicks Link]
E --> F[System Maintains State on Refresh]
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Overview
This documentation covers recent updates to the chat widget interaction flows, focusing on improving visual clarity, message rendering, and session persistence for visitors.
Core Functionality
Hyperlink Management
- Visual Cleanliness: When configuring quick replies with URLs, the system now hides raw HTML tags from the configuration interface, ensuring that only the display text is visible to administrators.
- Visitor Experience: Hyperlinks are now correctly rendered and functional within the chat interface, ensuring visitors can interact with links sent via the widget.
Widget Session Persistence
- State Retention: The chat widget is designed to maintain its state across page refreshes. Options and pre-chat messages are now correctly persisted and re-rendered if a visitor refreshes their browser window.
- Rendering Logic: The system ensures that pre-chat messages appear in the correct sequence relative to the launch of the chat window, preventing UI overlap or incorrect DOM ordering.
UI/UX Improvements
- Scroll Behavior: The chat widget includes an improved scroll-to-bottom mechanism that ensures the latest messages and attachments are fully visible and not obscured by the container boundaries.
Ticket coverage
- CHAT-17612 — Removes raw HTML visibility from the 'Add URL to script' option configuration to improve readability and ease of editing.
- CHAT-17649 — Resolves a critical issue where hyperlinks were non-functional for visitors in the chat widget across various dashboard environments.
- CHAT-17662 — Fixes a bug where interaction options failed to display to the visitor after a page refresh.
- CHAT-17664 — Corrects an issue where pre-chat messages would incorrectly persist or trigger after the launch chat window was closed following a page refresh.
- CHAT-17670 — Fixes a scrolling bug that caused the chat widget to cut off the view of the most recent attachments.
- CHAT-17674 — Addresses the rendering sequence of pre-chat messages to ensure they appear in the correct order relative to the chat window launch.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat widget interaction flows, focusing on improving visual clarity, message rendering, and session persistence for visitors.
Core Functionality
Hyperlink Management
- Visual Cleanliness: When configuring quick replies with URLs, the system now hides raw HTML tags from the configuration interface, ensuring that only the display text is visible to administrators.
- Visitor Experience: Hyperlinks are now correctly rendered and functional within the chat interface, ensuring visitors can interact with links sent via the widget.
Widget Session Persistence
- State Retention: The chat widget is designed to maintain its state across page refreshes. Options and pre-chat messages are now correctly persisted and re-rendered if a visitor refreshes their browser window.
- Rendering Logic: The system ensures that pre-chat messages appear in the correct sequence relative to the launch of the chat window, preventing UI overlap or incorrect DOM ordering.
UI/UX Improvements
- Scroll Behavior: The chat widget includes an improved scroll-to-bottom mechanism that ensures the latest messages and attachments are fully visible and not obscured by the container boundaries.
Ticket coverage
- CHAT-17612 — Removes raw HTML visibility from the 'Add URL to script' option configuration to improve readability and ease of editing.
- CHAT-17649 — Resolves a critical issue where hyperlinks were non-functional for visitors in the chat widget across various dashboard environments.
- CHAT-17662 — Fixes a bug where interaction options failed to display to the visitor after a page refresh.
- CHAT-17664 — Corrects an issue where pre-chat messages would incorrectly persist or trigger after the launch chat window was closed following a page refresh.
- CHAT-17670 — Fixes a scrolling bug that caused the chat widget to cut off the view of the most recent attachments.
- CHAT-17674 — Addresses the rendering sequence of pre-chat messages to ensure they appear in the correct order relative to the chat window launch.
Chat Widget Pre-Chat Validation
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent enhancements to the Pre-Chat widget, focusing on UI/UX stability, responsive layout alignment, and the removal of deprecated performance-impacting features. These updates ensure that validation messages, greeting text, and input fields render correctly across desktop and mobile environments for both RD and RD Plus themes.
System Behavior and Flow
- Initialization: The widget loads the pre-chat greeting. The system now ensures the container auto-adjusts to fit short greeting messages, preventing text cutoff.
- User Interaction: As users type, the widget maintains its position and alignment, preventing downward sliding or layout shifts on mobile devices.
- Validation: When input validation is triggered (e.g., file size limits), the system displays the validation message and the information icon on a single horizontal line. The layout is constrained to ensure these messages do not overlap with the chat bubble or extend outside the widget boundaries.
- Feature Deprecation: The 'Initial Timeout' option has been permanently removed from the pre-chat flow to improve overall system stability.
Business Rules and Constraints
- Responsive Design: The widget must auto-adjust its height to accommodate greeting messages without requiring manual user scrolling.
- Validation Display: Validation messages must be contained within the widget area. The information icon and text must remain on the same horizontal axis.
- Performance: The 'Initial Timeout' feature is disabled globally to prevent system instability.
Ticket coverage
- CHAT-17611 — Corrects the alignment of validation messages to prevent them from covering the widget or overflowing the message area.
- CHAT-17614 — Resolves global alignment disruptions occurring across various question types in the pre-chat flow.
- CHAT-17623 — Fixes a mobile-specific bug where the pre-chat interface would slide downwards during user input.
- CHAT-17627 — Addresses the issue where the pre-chat bubble was being cut off when displaying text-type greeting messages.
- CHAT-17663 — Ensures the widget auto-adjusts to display short greeting messages in full without requiring manual scrolling on mobile.
- CHAT-17666 — Aligns the validation icon and text on a single horizontal line within the RD theme widget.
- CHAT-17634 — Permanently removes the 'Initial Timeout' option from the pre-chat flow due to performance and stability concerns.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- CHAT-17777 is considered 'not applicable' to current documentation because the changes were reverted.
- The agent dashboard phone number fix applies to all lead forms generated via the pre-chat widget.
- The decryption process is handled server-side before the data reaches the agent dashboard UI.
graph LR
A[User Opens Widget] --> B[Load Greeting]
B --> C{Auto-adjust Layout}
C --> D[User Inputs Data]
D --> E{Validation Check}
E -- Invalid --> F[Display Aligned Error Message]
E -- Valid --> G[Submit Lead Form]
G --> H[Agent Dashboard View]
H --> I[Display Decrypted Phone Number]
✎ This documentation has been manually edited.
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Overview
This documentation covers enhancements to the Pre-Chat widget, focusing on UI/UX stability, responsive layout alignment, and data integrity for lead forms. These updates ensure that validation messages, greeting text, and input fields render correctly across desktop and mobile environments for both RD and RD Plus themes, while ensuring agent-facing data is correctly formatted.
System Behavior and Flow
- Initialization: The widget loads the pre-chat greeting. The system ensures the container auto-adjusts to fit short greeting messages, preventing text cutoff.
- User Interaction: As users type, the widget maintains its position and alignment, preventing downward sliding or layout shifts on mobile devices.
- Validation: When input validation is triggered (e.g., file size limits), the system displays the validation message and the information icon on a single horizontal line. The layout is constrained to ensure these messages do not overlap with the chat bubble.
- Phone Number Handling: The system processes phone number inputs for lead forms. Agents viewing the lead form in the dashboard will see only the decrypted phone number, ensuring data privacy and readability.
- Feature Deprecation: The 'Initial Timeout' option has been permanently removed from the pre-chat flow to improve overall system stability.
Business Rules and Constraints
- Responsive Design: The widget must auto-adjust its height to accommodate greeting messages without requiring manual user scrolling.
- Validation Display: Validation messages must be contained within the widget area. The information icon and text must remain on the same horizontal axis.
- Agent Dashboard: Phone number fields must display only the decrypted value to agents, preventing the display of raw encrypted strings.
- Performance: The 'Initial Timeout' feature is disabled globally to prevent system instability.
Ticket coverage
- CHAT-17611 — Corrects the alignment of validation messages to prevent them from covering the widget or overflowing the message area.
- CHAT-17614 — Resolves global alignment disruptions occurring across various question types in the pre-chat flow.
- CHAT-17623 — Fixes a mobile-specific bug where the pre-chat interface would slide downwards during user input.
- CHAT-17627 — Addresses the issue where the pre-chat bubble was being cut off when displaying text-type greeting messages.
- CHAT-17663 — Ensures the widget auto-adjusts to display short greeting messages in full without requiring manual scrolling on mobile.
- CHAT-17666 — Aligns the validation icon and text on a single horizontal line within the RD theme widget.
- CHAT-17634 — Permanently removes the 'Initial Timeout' option from the pre-chat flow.
- CHAT-17777 — Note: Changes related to non-US phone number formatting were reverted; current system behavior remains as per existing logic.
- CHAT-17780 — Ensures the agent dashboard displays only the decrypted phone number in the lead form, removing the redundant encrypted string.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers enhancements to the Pre-Chat widget, focusing on UI/UX stability, responsive layout alignment, and data integrity for lead forms. These updates ensure that validation messages, greeting text, and input fields render correctly across desktop and mobile environments for both RD and RD Plus themes, while ensuring agent-facing data is correctly formatted.
System Behavior and Flow
- Initialization: The widget loads the pre-chat greeting. The system ensures the container auto-adjusts to fit short greeting messages, preventing text cutoff.
- User Interaction: As users type, the widget maintains its position and alignment, preventing downward sliding or layout shifts on mobile devices.
- Validation: When input validation is triggered (e.g., file size limits), the system displays the validation message and the information icon on a single horizontal line. The layout is constrained to ensure these messages do not overlap with the chat bubble.
- Phone Number Handling: The system processes phone number inputs for lead forms. Agents viewing the lead form in the dashboard will see only the decrypted phone number, ensuring data privacy and readability.
- Feature Deprecation: The 'Initial Timeout' option has been permanently removed from the pre-chat flow to improve overall system stability.
Business Rules and Constraints
- Responsive Design: The widget must auto-adjust its height to accommodate greeting messages without requiring manual user scrolling.
- Validation Display: Validation messages must be contained within the widget area. The information icon and text must remain on the same horizontal axis.
- Agent Dashboard: Phone number fields must display only the decrypted value to agents, preventing the display of raw encrypted strings.
- Performance: The 'Initial Timeout' feature is disabled globally to prevent system instability.
Ticket coverage
- CHAT-17611 — Corrects the alignment of validation messages to prevent them from covering the widget or overflowing the message area.
- CHAT-17614 — Resolves global alignment disruptions occurring across various question types in the pre-chat flow.
- CHAT-17623 — Fixes a mobile-specific bug where the pre-chat interface would slide downwards during user input.
- CHAT-17627 — Addresses the issue where the pre-chat bubble was being cut off when displaying text-type greeting messages.
- CHAT-17663 — Ensures the widget auto-adjusts to display short greeting messages in full without requiring manual scrolling on mobile.
- CHAT-17666 — Aligns the validation icon and text on a single horizontal line within the RD theme widget.
- CHAT-17634 — Permanently removes the 'Initial Timeout' option from the pre-chat flow.
- CHAT-17777 — Note: Changes related to non-US phone number formatting were reverted; current system behavior remains as per existing logic.
- CHAT-17780 — Ensures the agent dashboard displays only the decrypted phone number in the lead form, removing the redundant encrypted string.
Chat Widget Video Greeting Stability and UI Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumes 'FT QT' refers to First Touch Quick Replies.
- Assumes the 'Hello' bar is a standard UI element of the chat widget header.
- Assumes the fix for CHAT-17624 involves standardizing CSS constraints for the widget container.
graph LR
A[Site Load] --> B{Video Greeting Init}
B --> C[Display Video]
C --> D{User Expands Video}
D --> E[Lock Background Scroll]
E --> F[Render Content & Translations]
F --> G[End]
✎ This documentation has been manually edited.
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Overview
This documentation covers the stability improvements and UI refinements for the Chat Widget Video Greeting feature. These updates ensure consistent loading behavior, improved visual alignment, and correct functionality of language translation and media display within the widget.
User Flow
- Initialization: Upon site load, the video greeting initializes. The system ensures the video loads correctly on the first attempt without requiring page refreshes.
- Interaction: When the user interacts with the widget (e.g., expanding the video), the background webpage is locked to prevent scrolling, maintaining a focused fullscreen experience.
- Display & Translation: The widget correctly renders selected profile videos and applies language translation settings to First Touch Quick Replies (FT QT) as configured.
- Visual Presentation: The widget maintains proper spacing between the "Hello" bar and the video container to ensure a clean UI.
Business Rules & Constraints
- Scroll Locking: When the video greeting is in an expanded state, the underlying website must remain fixed to prevent background scrolling.
- Translation: Language translation must be applied correctly to FT QT input fields on both web and mobile platforms.
- Visual Integrity: The widget must maintain expected dimensions and padding, specifically avoiding gaps between the top "Hello" bar and the video greeting corners.
Ticket coverage
- CHAT-17613 — Resolves an issue where the video greeting failed to load on the initial site visit, ensuring consistent playback.
- CHAT-17619 — Prevents the background webpage from scrolling while the video greeting widget is in an expanded state.
- CHAT-17624 — Addresses reports of the chat widget enlarging beyond expected dimensions during video expansion.
- CHAT-17629 — Fixes a UI defect causing an unnecessary visual gap between the top "Hello" bar and the video greeting widget corners.
- CHAT-17650 — Ensures that selected profile videos are correctly rendered and displayed within the video greeting section.
- CHAT-17621 — Fixes a bug where language translation failed to apply to First Touch Quick Replies (FT QT) in the video greeting.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the stability improvements and UI refinements for the Chat Widget Video Greeting feature. These updates ensure consistent loading behavior, improved visual alignment, and correct functionality of language translation and media display within the widget.
User Flow
- Initialization: Upon site load, the video greeting initializes. The system ensures the video loads correctly on the first attempt without requiring page refreshes.
- Interaction: When the user interacts with the widget (e.g., expanding the video), the background webpage is locked to prevent scrolling, maintaining a focused fullscreen experience.
- Display & Translation: The widget correctly renders selected profile videos and applies language translation settings to First Touch Quick Replies (FT QT) as configured.
- Visual Presentation: The widget maintains proper spacing between the "Hello" bar and the video container to ensure a clean UI.
Business Rules & Constraints
- Scroll Locking: When the video greeting is in an expanded state, the underlying website must remain fixed to prevent background scrolling.
- Translation: Language translation must be applied correctly to FT QT input fields on both web and mobile platforms.
- Visual Integrity: The widget must maintain expected dimensions and padding, specifically avoiding gaps between the top "Hello" bar and the video greeting corners.
Ticket coverage
- CHAT-17613 — Resolves an issue where the video greeting failed to load on the initial site visit, ensuring consistent playback.
- CHAT-17619 — Prevents the background webpage from scrolling while the video greeting widget is in an expanded state.
- CHAT-17624 — Addresses reports of the chat widget enlarging beyond expected dimensions during video expansion.
- CHAT-17629 — Fixes a UI defect causing an unnecessary visual gap between the top "Hello" bar and the video greeting widget corners.
- CHAT-17650 — Ensures that selected profile videos are correctly rendered and displayed within the video greeting section.
- CHAT-17621 — Fixes a bug where language translation failed to apply to First Touch Quick Replies (FT QT) in the video greeting.
Chat Widget Exit Popup UI Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD theme' refers to a specific proprietary design theme within the chat widget ecosystem.
- The 'Full Test' question type refers to a specific input field configuration for user feedback.
- The 'Launch Chat' window is a separate UI component that was previously a dependency for the EP trigger.
graph LR
A[Visitor Intent to Exit] --> B{EP Triggered}
B --> C[Load EP UI]
C --> D[Apply Branding & Assets]
D --> E[User Interaction]
E --> F[Process Action]
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Overview
This documentation covers recent UI and functional improvements to the Chat Widget Exit Popup (EP). These updates ensure consistent branding, correct asset rendering, and reliable trigger behavior across different visitor configurations.
User Flow
- Triggering: The Exit Popup is triggered based on visitor behavior (e.g., intent to leave the page). This functionality is now independent of the 'Launch Chat' window status.
- Rendering: The popup initializes, loading the configured brand logo and UI elements.
- Interaction: The user interacts with the popup (e.g., answering questions or clicking 'Skip Question').
- Completion: The system processes the input or skip action, ensuring all branding styles are applied correctly.
Key Features and Fixes
- Branding Consistency: The 'Skip Question' button now correctly inherits and displays the configured brand styles.
- Asset Rendering: The Exit Popup logo is rendered at the correct aspect ratio, preventing horizontal compression or distortion. Input fields for 'Full Test' question types no longer display an intrusive white background.
- UI Refinement: Emoji icons in the RD theme are correctly aligned and fully visible without clipping.
- Functional Reliability: The Exit Popup now functions correctly regardless of whether the 'Launch Chat' window is active or visible to the visitor.
Ticket coverage
- CHAT-17615 — Removes the white background from input fields when using the 'Full Test' question type to ensure visual integration.
- CHAT-17616 — Ensures that the 'Skip Question' button correctly applies and displays the assigned brand styling.
- CHAT-17620 — Fixes a UI clipping issue where emoji icons were cut off on the right side when using the RD theme.
- CHAT-17626 — Resolves an issue where the Exit Popup logo failed to load correctly on the interface.
- CHAT-17668 — Ensures the Exit Popup functionality remains operational even when the 'Launch Chat' window is not present at the visitor's end.
- CHAT-17669 — Corrects horizontal compression of the Exit Popup logo by adjusting CSS constraints to prevent UI distortion.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent UI and functional improvements to the Chat Widget Exit Popup (EP). These updates ensure consistent branding, correct asset rendering, and reliable trigger behavior across different visitor configurations.
User Flow
- Triggering: The Exit Popup is triggered based on visitor behavior (e.g., intent to leave the page). This functionality is now independent of the 'Launch Chat' window status.
- Rendering: The popup initializes, loading the configured brand logo and UI elements.
- Interaction: The user interacts with the popup (e.g., answering questions or clicking 'Skip Question').
- Completion: The system processes the input or skip action, ensuring all branding styles are applied correctly.
Key Features and Fixes
- Branding Consistency: The 'Skip Question' button now correctly inherits and displays the configured brand styles.
- Asset Rendering: The Exit Popup logo is rendered at the correct aspect ratio, preventing horizontal compression or distortion. Input fields for 'Full Test' question types no longer display an intrusive white background.
- UI Refinement: Emoji icons in the RD theme are correctly aligned and fully visible without clipping.
- Functional Reliability: The Exit Popup now functions correctly regardless of whether the 'Launch Chat' window is active or visible to the visitor.
Ticket coverage
- CHAT-17615 — Removes the white background from input fields when using the 'Full Test' question type to ensure visual integration.
- CHAT-17616 — Ensures that the 'Skip Question' button correctly applies and displays the assigned brand styling.
- CHAT-17620 — Fixes a UI clipping issue where emoji icons were cut off on the right side when using the RD theme.
- CHAT-17626 — Resolves an issue where the Exit Popup logo failed to load correctly on the interface.
- CHAT-17668 — Ensures the Exit Popup functionality remains operational even when the 'Launch Chat' window is not present at the visitor's end.
- CHAT-17669 — Corrects horizontal compression of the Exit Popup logo by adjusting CSS constraints to prevent UI distortion.
Chat Widget UI Theming and Layout
▶ 1 earlier version
▶ 3 assumptions
Overview
This documentation covers recent updates to the Chat Widget UI, specifically focusing on layout stability, mobile responsiveness, and interaction integrity for RD-themed widgets.
Mobile Interaction and Layout Stability
Recent updates ensure that the chat widget maintains a consistent position on mobile devices.
- Input Stability: Resolved an issue where the widget would slide down unexpectedly when a user initiated typing on iOS Safari browsers.
- Z-Index and Visibility: Fixed CSS conflicts where the widget was hidden or obscured by website elements, ensuring that incoming messages and quick replies are fully visible to the user.
- Interaction Integrity: Corrected a critical mobile UI bug on RD themes where the 'Send' button incorrectly triggered the 'Add Attachment' action, ensuring that message submission functions as intended.
Visual and Functional Constraints
- Typing Indicator: The agent's profile picture is intentionally excluded from the typing indicator, as per current design specifications.
- Chat Bar Styling: The chat bar is optimized for bottom-alignment. Side-positioned chat bars are not supported for desktop or mobile configurations; therefore, reported color bleeding on side-positioned bars is considered out of scope for current releases.
Ticket coverage
- CHAT-17617 — Clarified that side-positioned chat bars are not supported, closing the report regarding background color bleeding.
- CHAT-17618 — Confirmed that the removal of the agent's picture from the typing indicator is the intended design behavior.
- CHAT-17622 — Resolved a layout stability issue on iOS Safari where the widget would slide down during user input.
- CHAT-17628 — Fixed CSS issues preventing the widget from being obscured by website content and corrected message counter inaccuracies.
- CHAT-17661 — Fixed a critical mobile UI bug where the 'Send' button incorrectly triggered the 'Add Attachment' function on RD themes.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- CHAT-17803 is in the exploration/development phase and will be limited to MS-configured accounts.
- The fix for CHAT-17757 ensures the cross icon and language menu state are synchronized.
- The RD+ widget design mentioned in CHAT-17803 will eventually supersede or coexist with legacy RD themes.
graph LR
A[User Opens Widget] --> B[User Taps Input Field]
B --> C{Input Stability Check}
C -->|Stable| D[User Types Message]
D --> E[User Taps Send]
E --> F{Action Validation}
F -->|Correct| G[Message Sent Successfully]
H[User Opens Menu] --> I{Select Language}
I --> J[Language Selected]
J --> K[Menu Closed/Crossed]
K --> L[Re-open Menu]
L --> M[Verify Language Option Persists]
✎ This documentation has been manually edited.
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Overview
This documentation covers updates to the Chat Widget UI, focusing on layout stability, mobile responsiveness, interaction integrity for RD-themed widgets, and the introduction of new CTA-driven design patterns.
Mobile Interaction and Layout Stability
Recent updates ensure that the chat widget maintains a consistent position and functional integrity across devices.
- Input Stability: Resolved an issue where the widget would slide down unexpectedly when a user initiated typing on iOS Safari browsers.
- Z-Index and Visibility: Fixed CSS conflicts where the widget was hidden or obscured by website elements, ensuring that incoming messages and quick replies are fully visible.
- Interaction Integrity: Corrected a critical mobile UI bug on RD themes where the 'Send' button incorrectly triggered the 'Add Attachment' action.
- Windowed Mode: Fixed a UI regression in RD themes where the windowed mode would incorrectly shrink upon selecting a quick reply.
- Menu Navigation: Resolved an issue where the 'Select Language' option would vanish from the menu after a user toggled the menu cross icon.
Visual and Functional Constraints
- Typing Indicator: The agent's profile picture is intentionally excluded from the typing indicator.
- Chat Bar Styling: The chat bar is optimized for bottom-alignment. Side-positioned chat bars are not supported; reported color bleeding on side-positioned bars is out of scope.
- New CTA Design (RD+): A new widget design is being implemented to support multiple CTA options (appointment, text, call, email, chat). This design is exclusive to MS configurations and utilizes brand-specific colors with fixed icon/text layouts.
Ticket coverage
- CHAT-17617 — Clarified that side-positioned chat bars are not supported.
- CHAT-17618 — Confirmed removal of agent's picture from typing indicator is intended.
- CHAT-17622 — Resolved layout stability issue on iOS Safari.
- CHAT-17628 — Fixed CSS issues preventing widget obscuration and corrected message counter inaccuracies.
- CHAT-17661 — Fixed critical mobile UI bug where 'Send' triggered 'Add Attachment'.
- CHAT-17757 — Fixed bug where 'Select Language' option disappeared from the menu after interaction.
- CHAT-17803 — Introduced new RD+ widget design supporting multi-CTA options (appointment, text, call, email, chat) for MS accounts.
- CHAT-17807 — Fixed RD theme windowed mode shrinking issue when selecting quick replies.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the Chat Widget UI, focusing on layout stability, mobile responsiveness, interaction integrity for RD-themed widgets, and the introduction of new CTA-driven design patterns.
Mobile Interaction and Layout Stability
Recent updates ensure that the chat widget maintains a consistent position and functional integrity across devices.
- Input Stability: Resolved an issue where the widget would slide down unexpectedly when a user initiated typing on iOS Safari browsers.
- Z-Index and Visibility: Fixed CSS conflicts where the widget was hidden or obscured by website elements, ensuring that incoming messages and quick replies are fully visible.
- Interaction Integrity: Corrected a critical mobile UI bug on RD themes where the 'Send' button incorrectly triggered the 'Add Attachment' action.
- Windowed Mode: Fixed a UI regression in RD themes where the windowed mode would incorrectly shrink upon selecting a quick reply.
- Menu Navigation: Resolved an issue where the 'Select Language' option would vanish from the menu after a user toggled the menu cross icon.
Visual and Functional Constraints
- Typing Indicator: The agent's profile picture is intentionally excluded from the typing indicator.
- Chat Bar Styling: The chat bar is optimized for bottom-alignment. Side-positioned chat bars are not supported; reported color bleeding on side-positioned bars is out of scope.
- New CTA Design (RD+): A new widget design is being implemented to support multiple CTA options (appointment, text, call, email, chat). This design is exclusive to MS configurations and utilizes brand-specific colors with fixed icon/text layouts.
Ticket coverage
- CHAT-17617 — Clarified that side-positioned chat bars are not supported.
- CHAT-17618 — Confirmed removal of agent's picture from typing indicator is intended.
- CHAT-17622 — Resolved layout stability issue on iOS Safari.
- CHAT-17628 — Fixed CSS issues preventing widget obscuration and corrected message counter inaccuracies.
- CHAT-17661 — Fixed critical mobile UI bug where 'Send' triggered 'Add Attachment'.
- CHAT-17757 — Fixed bug where 'Select Language' option disappeared from the menu after interaction.
- CHAT-17803 — Introduced new RD+ widget design supporting multi-CTA options (appointment, text, call, email, chat) for MS accounts.
- CHAT-17807 — Fixed RD theme windowed mode shrinking issue when selecting quick replies.
Chat Widget Attachment Logic v2 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Retry' functionality is assumed to use the existing file buffer to avoid re-uploading the file from the local disk.
- The 'Clear' action after sending is assumed to be triggered by a successful server-side acknowledgment of the file receipt.
- The 'long filename' truncation logic is assumed to use standard CSS ellipsis or wrapping.
graph LR
A[Select Files] --> B[Preview in Widget]
B --> C{Valid?}
C -- No --> D[Show Error Message]
C -- Yes --> E[Send Message & Files]
E --> F{Success?}
F -- No --> G[Click Retry]
G --> E
F -- Yes --> H[Clear Attachment Area]
✎ This documentation has been manually edited.
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Overview
The Chat Widget Attachment Logic v2 provides a robust, responsive, and reliable file-sharing experience for visitors. This update ensures that file uploads, multi-file handling, and UI responsiveness are optimized for both desktop and mobile environments, preventing common issues like session persistence, layout breakage, and synchronization errors.
User Flow
- Initiation: The visitor clicks the attachment icon in the chat widget.
- Selection: The visitor selects one or more files.
- Preview & Management: Files appear in the attachment area. The UI automatically scrolls to the latest file. If a file is added with a duplicate name (even with different extensions), the system handles it correctly.
- Sending: The visitor clicks send. The system ensures the message and all attachments are delivered simultaneously.
- Error Handling: If an upload fails, a 'Retry' option is available. If a validation error occurs (e.g., duplicate file), the error message is displayed clearly without layout overlap.
- Session Reset: Upon ending a chat session, all pending or previous attachments are cleared to ensure a fresh start for the next session.
Business Rules & Constraints
- Responsive Design: Long filenames are truncated or wrapped to prevent layout distortion on small screens (e.g., iPhone SE).
- Synchronization: Messages and attachments are bundled to ensure they appear together in the transcript.
- Session Integrity: Attachments do not persist across different chat sessions.
- UI/UX: The attachment container supports auto-scrolling for lists exceeding 5 files and maintains focus on the most recently added item.
Ticket coverage
- CHAT-17632 — Restores the core ability for visitors to successfully send files through the chat widget.
- CHAT-17633 — Ensures multiple files are sent successfully and that the attachment area clears correctly after transmission.
- CHAT-17647 — Implements a functional 'Retry' mechanism for failed attachments, allowing users to resend without re-uploading.
- CHAT-17648 — Fixes UI overlapping issues for validation messages when uploading files with long names.
- CHAT-17651 — Synchronizes the delivery of text messages and file attachments to ensure they appear together in the transcript.
- CHAT-17652 — Improves navigation by automatically shifting focus to the latest added attachment.
- CHAT-17655 — Enables auto-scrolling in the attachment list when more than 5 files are uploaded.
- CHAT-17665 — Prevents previous attachments from carrying over into new chat sessions.
- CHAT-17672 — Fixes a bug where files with the same name but different extensions were not being handled/removed correctly.
- CHAT-17673 — Ensures the attachment UI remains responsive on small screens by preventing layout breakage with long filenames.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget Attachment Logic v2 provides a robust, responsive, and reliable file-sharing experience for visitors. This update ensures that file uploads, multi-file handling, and UI responsiveness are optimized for both desktop and mobile environments, preventing common issues like session persistence, layout breakage, and synchronization errors.
User Flow
- Initiation: The visitor clicks the attachment icon in the chat widget.
- Selection: The visitor selects one or more files.
- Preview & Management: Files appear in the attachment area. The UI automatically scrolls to the latest file. If a file is added with a duplicate name (even with different extensions), the system handles it correctly.
- Sending: The visitor clicks send. The system ensures the message and all attachments are delivered simultaneously.
- Error Handling: If an upload fails, a 'Retry' option is available. If a validation error occurs (e.g., duplicate file), the error message is displayed clearly without layout overlap.
- Session Reset: Upon ending a chat session, all pending or previous attachments are cleared to ensure a fresh start for the next session.
Business Rules & Constraints
- Responsive Design: Long filenames are truncated or wrapped to prevent layout distortion on small screens (e.g., iPhone SE).
- Synchronization: Messages and attachments are bundled to ensure they appear together in the transcript.
- Session Integrity: Attachments do not persist across different chat sessions.
- UI/UX: The attachment container supports auto-scrolling for lists exceeding 5 files and maintains focus on the most recently added item.
Ticket coverage
- CHAT-17632 — Restores the core ability for visitors to successfully send files through the chat widget.
- CHAT-17633 — Ensures multiple files are sent successfully and that the attachment area clears correctly after transmission.
- CHAT-17647 — Implements a functional 'Retry' mechanism for failed attachments, allowing users to resend without re-uploading.
- CHAT-17648 — Fixes UI overlapping issues for validation messages when uploading files with long names.
- CHAT-17651 — Synchronizes the delivery of text messages and file attachments to ensure they appear together in the transcript.
- CHAT-17652 — Improves navigation by automatically shifting focus to the latest added attachment.
- CHAT-17655 — Enables auto-scrolling in the attachment list when more than 5 files are uploaded.
- CHAT-17665 — Prevents previous attachments from carrying over into new chat sessions.
- CHAT-17672 — Fixes a bug where files with the same name but different extensions were not being handled/removed correctly.
- CHAT-17673 — Ensures the attachment UI remains responsive on small screens by preventing layout breakage with long filenames.
Chat Dashboard Attachment Management Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 6-month retention policy is enforced via a background database job or stored procedure.
- The 'RD Themes' refer to a specific set of responsive design templates used in the chat widget.
- The 'Do Not Send in Lead' setting specifically prevents the file binary from being included in email/HTML exports, but not the metadata record.
graph LR
A[Upload File] --> B[Store in Portal]
B --> C{Recipient Type}
C -->|Web| D[Display in Dashboard/Leads]
C -->|SMS| E[Send Downloadable Link]
D --> F[Apply 6-Month Retention Policy]
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Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
User and System Flow
- Initiation: A visitor or agent initiates a file upload via the chat widget or portal.
- Processing: The system validates the file and stores it in the portal database.
- Display: The file name is rendered in the Agent Dashboard, Leads, and Chats tabs. If the recipient is on SMS, the system attempts to provide a downloadable link or preview.
- Lifecycle: Files are subject to a 6-month retention policy, after which they are purged from the system.
- Reporting: If configured, the 'Documents' section remains visible in HTML leads even if 'Do Not Send in Lead' is enabled, ensuring auditability.
Business Rules and Constraints
- Retention: Files are stored for a maximum of 6 months.
- Visibility: The 'Documents' section in HTML leads is persistent regardless of the 'Do Not Send in Lead' setting to maintain record visibility.
- UI Consistency: The Documents section is aligned with other data fields (like Notes) to maintain a clean dashboard layout.
- Compatibility: Attachment functionality is fully supported across standard web interfaces and RD Themes.
Ticket coverage
- CHAT-17631 — Implements a 6-month retention policy for files stored in the portal.
- CHAT-17638 — Corrects the UI alignment and border styling of the Documents section in the Leads area.
- CHAT-17640 — Replaces the 'ApexChat_Attachments_Placeholder' text with actual file names in HTML leads, Leads, and Chats tabs.
- CHAT-17641 — Updates the dashboard layout to correctly display 'Visitor' labels and timestamps for file attachments.
- CHAT-17642 — Fixes visual distortion of Word and Excel file icons in the dashboard.
- CHAT-17646 — Enables file attachment support for RD Themes.
- CHAT-17657 — Ensures the 'Documents' section remains visible in HTML leads even when the 'Do Not Send in Lead' option is active.
- CHAT-17659 — Resolves performance issues and incorrect history loading when opening closed chats containing attachments.
- CHAT-17667 — Fixes the issue where attachments sent from the portal were not rendering correctly on the SMS recipient side.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
User and System Flow
- Initiation: A visitor or agent initiates a file upload via the chat widget or portal.
- Processing: The system validates the file and stores it in the portal database.
- Display: The file name is rendered in the Agent Dashboard, Leads, and Chats tabs. If the recipient is on SMS, the system attempts to provide a downloadable link or preview.
- Lifecycle: Files are subject to a 6-month retention policy, after which they are purged from the system.
- Reporting: If configured, the 'Documents' section remains visible in HTML leads even if 'Do Not Send in Lead' is enabled, ensuring auditability.
Business Rules and Constraints
- Retention: Files are stored for a maximum of 6 months.
- Visibility: The 'Documents' section in HTML leads is persistent regardless of the 'Do Not Send in Lead' setting to maintain record visibility.
- UI Consistency: The Documents section is aligned with other data fields (like Notes) to maintain a clean dashboard layout.
- Compatibility: Attachment functionality is fully supported across standard web interfaces and RD Themes.
Ticket coverage
- CHAT-17631 — Implements a 6-month retention policy for files stored in the portal.
- CHAT-17638 — Corrects the UI alignment and border styling of the Documents section in the Leads area.
- CHAT-17640 — Replaces the 'ApexChat_Attachments_Placeholder' text with actual file names in HTML leads, Leads, and Chats tabs.
- CHAT-17641 — Updates the dashboard layout to correctly display 'Visitor' labels and timestamps for file attachments.
- CHAT-17642 — Fixes visual distortion of Word and Excel file icons in the dashboard.
- CHAT-17646 — Enables file attachment support for RD Themes.
- CHAT-17657 — Ensures the 'Documents' section remains visible in HTML leads even when the 'Do Not Send in Lead' option is active.
- CHAT-17659 — Resolves performance issues and incorrect history loading when opening closed chats containing attachments.
- CHAT-17667 — Fixes the issue where attachments sent from the portal were not rendering correctly on the SMS recipient side.
Chat Widget Attachment Validation and Support
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 10MB limit applies to the total size of all files attached within a single chat session or message block.
- The 'RD theme' mentioned in tickets refers to a specific UI skin for the chat widget.
- The file picker filtering is achieved via the 'accept' attribute in the HTML input element.
graph LR
A[Click Add Attachment] --> B{File Picker Filtered}
B --> C[Select File]
C --> D{Size & Type Valid?}
D -- No --> E[Display Error Message]
D -- Yes --> F[Upload Successful]
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Overview
The chat widget attachment system provides visitors with the ability to share files directly within the chat interface. This feature includes strict validation for file types and total cumulative file size to ensure system stability and security.
Supported File Formats
The system supports a curated list of standard document and image formats. Supported types include: PDF, Word, Excel, CSV, PowerPoint (.ppt/.pptx), Pages, Key, PNG, JPG/JPEG, and WEBP. Note that archive formats such as .zip and .rar are explicitly excluded from support.
File Size Constraints
- Single File Limit: Individual files must not exceed 10MB.
- Cumulative Limit: The total size of all attachments in a single session/upload sequence is capped at 10MB.
- Real-time Validation: The system performs validation during the upload process. If a user attempts to upload files that exceed the 10MB cumulative limit, the system blocks the upload and displays an immediate validation error message to the user.
User Flow
- User clicks the 'Add Attachment' button.
- The file picker filters the view to display only supported file formats.
- User selects one or more files.
- System validates file type and cumulative size in real-time.
- If valid, the file is uploaded; if invalid, an error message is displayed.
Ticket coverage
- CHAT-17643 — Expands supported file types to include .csv, .ppt/.pptx, .txt, .pages, and .key, while explicitly excluding .zip and .rar.
- CHAT-17645 — Increases the single file upload limit from 5MB to 10MB.
- CHAT-17654 — Implements real-time cumulative file size validation to prevent exceeding the 10MB total limit and ensures error messages appear immediately.
- CHAT-17656 — Adds support for the WEBP image file format for visitor uploads.
- CHAT-17671 — Updates the file picker UI to filter out unsupported file types, preventing users from attempting to upload restricted formats.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The chat widget attachment system provides visitors with the ability to share files directly within the chat interface. This feature includes strict validation for file types and total cumulative file size to ensure system stability and security.
Supported File Formats
The system supports a curated list of standard document and image formats. Supported types include: PDF, Word, Excel, CSV, PowerPoint (.ppt/.pptx), Pages, Key, PNG, JPG/JPEG, and WEBP. Note that archive formats such as .zip and .rar are explicitly excluded from support.
File Size Constraints
- Single File Limit: Individual files must not exceed 10MB.
- Cumulative Limit: The total size of all attachments in a single session/upload sequence is capped at 10MB.
- Real-time Validation: The system performs validation during the upload process. If a user attempts to upload files that exceed the 10MB cumulative limit, the system blocks the upload and displays an immediate validation error message to the user.
User Flow
- User clicks the 'Add Attachment' button.
- The file picker filters the view to display only supported file formats.
- User selects one or more files.
- System validates file type and cumulative size in real-time.
- If valid, the file is uploaded; if invalid, an error message is displayed.
Ticket coverage
- CHAT-17643 — Expands supported file types to include .csv, .ppt/.pptx, .txt, .pages, and .key, while explicitly excluding .zip and .rar.
- CHAT-17645 — Increases the single file upload limit from 5MB to 10MB.
- CHAT-17654 — Implements real-time cumulative file size validation to prevent exceeding the 10MB total limit and ensures error messages appear immediately.
- CHAT-17656 — Adds support for the WEBP image file format for visitor uploads.
- CHAT-17671 — Updates the file picker UI to filter out unsupported file types, preventing users from attempting to upload restricted formats.
Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- It is assumed that 'General Package' and 'host-level features' refer to the configurable modules within the onboarding UI.
- It is assumed that the 'Voice section' is a sub-menu within the Company management interface.
- It is assumed that the 'Index out of range' error was caused by an empty or malformed collection during the save payload processing.
graph LR
A[Initiate Provisioning] --> B{Generate Company}
B -->|Success| C[Configure Features]
C --> D[Set Defaults]
D --> E[Save Company Profile]
E --> F[Verify Voice Pricing Display]
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Overview
This documentation covers recent updates to the Provisioning and Onboarding Tools v3, focusing on feature configuration defaults, company creation stability, and UI accuracy for vendor-specific pricing.
Default Feature Flagging
Administrators can now configure specific General Package and host-level features to be enabled by default during the onboarding process. This ensures that essential features are pre-selected, requiring manual intervention only if a user needs to opt-out.
Company Provisioning and Management
- Company Generation: The provisioning engine has been stabilized to ensure that new companies are generated successfully without system-level failures.
- Save Operations: The "Save Company" function has been patched to resolve an "Index out of range" exception, ensuring data persistence during company profile updates.
VendorMax Tier Pricing
- Voice Section Visibility: The system now correctly displays Tier Pricing labels for VendorMax partner companies within the voice configuration section, replacing previous numeric-only displays with the expected descriptive pricing tiers.
Ticket coverage
- CHAT-17625 — Introduces an option to set General Package and host-level features as enabled by default during onboarding.
- CHAT-17653 — Resolves a blocker preventing the successful generation of new companies through the provisioning tool.
- CHAT-17630 — Fixes an "Index out of range" error that occurred when attempting to save company details.
- CHAT-17658 — Corrects a UI display issue where VendorMax Tier Pricing was showing raw numeric values instead of the expected labels in the voice section.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Provisioning and Onboarding Tools v3, focusing on feature configuration defaults, company creation stability, and UI accuracy for vendor-specific pricing.
Default Feature Flagging
Administrators can now configure specific General Package and host-level features to be enabled by default during the onboarding process. This ensures that essential features are pre-selected, requiring manual intervention only if a user needs to opt-out.
Company Provisioning and Management
- Company Generation: The provisioning engine has been stabilized to ensure that new companies are generated successfully without system-level failures.
- Save Operations: The "Save Company" function has been patched to resolve an "Index out of range" exception, ensuring data persistence during company profile updates.
VendorMax Tier Pricing
- Voice Section Visibility: The system now correctly displays Tier Pricing labels for VendorMax partner companies within the voice configuration section, replacing previous numeric-only displays with the expected descriptive pricing tiers.
Ticket coverage
- CHAT-17625 — Introduces an option to set General Package and host-level features as enabled by default during onboarding.
- CHAT-17653 — Resolves a blocker preventing the successful generation of new companies through the provisioning tool.
- CHAT-17630 — Fixes an "Index out of range" error that occurred when attempting to save company details.
- CHAT-17658 — Corrects a UI display issue where VendorMax Tier Pricing was showing raw numeric values instead of the expected labels in the voice section.
Avatar Synchronization Between Customer and Legacy Portals
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The Legacy Portal has been updated to query the profile alias database instead of the company alias database.
- User accounts are linked consistently across both portals via a shared authentication provider.
- The 'Appearance/Aliases' section in the Legacy Portal is the intended UI component for displaying these profile-specific images.
graph LR
A[User updates avatar in Customer Portal] --> B[System saves image to Profile Alias]
B --> C[User logs into Legacy Portal]
C --> D[Legacy Portal fetches Profile Alias]
D --> E[Updated avatar displayed in Legacy Portal]
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Overview
This feature ensures that user avatar updates performed within the Customer Portal are correctly propagated and displayed within the Legacy Portal. Previously, a synchronization discrepancy existed where profile-specific avatars were not appearing in the Legacy Portal due to a mismatch between profile-level and company-level alias storage.
User Flow
- The user logs into the Customer Portal.
- The user navigates to the 'Profile/Avatar selection' page.
- The user selects a new avatar and clicks 'Save'.
- The system updates the user's profile alias with the new image data.
- Upon logging into the Legacy Portal, the system retrieves the user's profile alias.
- The Legacy Portal displays the updated avatar within the designated profile alias section.
Business Rules and Constraints
- Alias Scope: Avatars are stored as 'profile aliases'. The Legacy Portal must be configured to pull from the profile alias repository rather than the company alias repository to ensure consistency.
- Multi-Profile Support: Since a single company account may contain multiple profiles, the Legacy Portal specifically maps the avatar to the individual user profile rather than the global company entity.
Ticket coverage
- CHAT-17758 — Resolves a synchronization bug where user-selected avatars in the Customer Portal failed to reflect in the Legacy Portal by correcting the data source mapping from company aliases to profile aliases.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature ensures that user avatar updates performed within the Customer Portal are correctly propagated and displayed within the Legacy Portal. Previously, a synchronization discrepancy existed where profile-specific avatars were not appearing in the Legacy Portal due to a mismatch between profile-level and company-level alias storage.
User Flow
- The user logs into the Customer Portal.
- The user navigates to the 'Profile/Avatar selection' page.
- The user selects a new avatar and clicks 'Save'.
- The system updates the user's profile alias with the new image data.
- Upon logging into the Legacy Portal, the system retrieves the user's profile alias.
- The Legacy Portal displays the updated avatar within the designated profile alias section.
Business Rules and Constraints
- Alias Scope: Avatars are stored as 'profile aliases'. The Legacy Portal must be configured to pull from the profile alias repository rather than the company alias repository to ensure consistency.
- Multi-Profile Support: Since a single company account may contain multiple profiles, the Legacy Portal specifically maps the avatar to the individual user profile rather than the global company entity.
Ticket coverage
- CHAT-17758 — Resolves a synchronization bug where user-selected avatars in the Customer Portal failed to reflect in the Legacy Portal by correcting the data source mapping from company aliases to profile aliases.
AI Chatbot Script Flow Management: Company-Level Script Updates
⚠ Why confidence is low
65%
- The ticket status is 'Won't Fix' and the code was reverted, making the 'expected behavior' speculative based on the original requirements rather than a currently deployed feature.
- The documentation describes the intended design goal rather than a stable, production-ready feature due to the reported regression regarding the 'empty script' save requirement.
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system assumes that 'empty script' refers to a null or default state that clears previous configuration cache.
- The notification mechanism is intended to prevent 'silent' failures where the chat widget fails to load due to mismatched script references.
graph LR
A[Initiate Script Change] --> B{Check Existing Widget Messages}
B -->|Messages Found| C[Notify User to Update Widget]
C --> D[User Updates Widget Configuration]
D --> E[Save New Script]
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Overview
This documentation outlines the intended behavior for managing AI chatbot script transitions at the company level. The system is designed to ensure that when a script is updated, existing widget configurations are reconciled to prevent chat initiation failures.
User Flow
- Initiation: An administrator navigates to the company-level settings to modify or replace the active chatbot script.
- Validation: The system checks if the current widgets contain messages associated with the outgoing script.
- Notification: Upon detecting a script change, the system triggers a notification to the user, prompting them to reconfigure or update the chat messages within their specific widgets.
- Commit: The user saves the new script configuration.
Business Rules and Constraints
- Dependency Management: Users must ensure that widget-level message configurations are compatible with the newly assigned company-level script.
- Error Handling: A known constraint exists where users may be unable to assign a new script to a new company unless an empty script is saved first. This is a prerequisite step to clear existing state dependencies.
Ticket coverage
- CHAT-17660 — Addresses the requirement to notify users when a company-level script change impacts existing widget-level chat messages, ensuring the chat widget remains functional for visitors.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the intended behavior for managing AI chatbot script transitions at the company level. The system is designed to ensure that when a script is updated, existing widget configurations are reconciled to prevent chat initiation failures.
User Flow
- Initiation: An administrator navigates to the company-level settings to modify or replace the active chatbot script.
- Validation: The system checks if the current widgets contain messages associated with the outgoing script.
- Notification: Upon detecting a script change, the system triggers a notification to the user, prompting them to reconfigure or update the chat messages within their specific widgets.
- Commit: The user saves the new script configuration.
Business Rules and Constraints
- Dependency Management: Users must ensure that widget-level message configurations are compatible with the newly assigned company-level script.
- Error Handling: A known constraint exists where users may be unable to assign a new script to a new company unless an empty script is saved first. This is a prerequisite step to clear existing state dependencies.
Ticket coverage
- CHAT-17660 — Addresses the requirement to notify users when a company-level script change impacts existing widget-level chat messages, ensuring the chat widget remains functional for visitors.
Chat Dashboard Attachment Management Documentation
▶ 4 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Legacy Portal' refers to the administrative backend for managing global chat settings.
- The 'New Portal' refers to the modern operator dashboard interface.
- The 'Simple agents' classification is determined by the backend database schema (Legacy DB vs. modern).
- The 'Exit pop-up' issue was resolved by correcting the rendering logic for pre-chat message history.
graph LR
A[User Uploads File] --> B{Validation}
B -->|Allowed| C[File Displayed in Chat]
B -->|Blocked/Failed| D[UI Hidden/Suppressed]
C --> E[Download via Endpoint]
C --> F[Email/SMS Notification]
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Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading files in the new portal. When disabled, the upload UI is hidden, and API-based upload attempts are blocked.
Attachment Handling and UI Improvements
- Layout Stability: The file UI is now responsive and handles mixed filename lengths by truncating with ellipses or wrapping to the next line, preventing layout distortion.
- SMS Integration: Attachments sent from the Customer Portal now render as downloadable files or previews on the SMS recipient side, replacing the previous "ApexChat_Attachments_PlaceHolder" error.
- Failed Uploads: Attachments that fail to send on the visitor side are now suppressed from the dashboard, preventing broken or corrupted UI elements.
- Placeholder Resolution: The "ApexChat_Attachments_PlaceHolder" issue in "My Chats" has been resolved to display appropriate file information.
- Email Leads: Attachments are now correctly included in HTML lead emails when the "Do Not Send In HTML Lead" setting is disabled.
- Tooltip Accuracy: The hover tooltip for the attachment button has been corrected from "Send button" to "Add attachments."
Legacy Agent Security
To enhance data privacy, simple agents using the legacy database are restricted from viewing actual attachment filenames. Instead, they see a generic "Attachment(s) received" placeholder. This restriction applies to the chat window, notes, and the "My Chats" recent message area.
Ticket coverage
- CHAT-17678 — Implements the "Enable Operator Attachments" toggle in the Legacy Portal settings.
- CHAT-17684 — Fixes UI distortion in the dashboard when handling multiple files with varying filename lengths.
- CHAT-17685 — Resolves an issue where attachments sent from the Customer Portal appeared as placeholders on the SMS side.
- CHAT-17686 — Prevents failed visitor-side attachments from appearing as broken elements on the dashboard.
- CHAT-17689 — Replaces the "ApexChat_Attachments_PlaceHolder" with correct file information in "My Chats."
- CHAT-17692 — Introduces a dedicated endpoint to facilitate attachment downloads for both visitors and the dashboard.
- CHAT-17695 — Fixes the duplication of attachments in the Engagement Portal (EP).
- CHAT-17701 — Ensures attachments are included in HTML lead emails when the exclusion setting is disabled.
- CHAT-17706 — Corrects the hover tooltip text on the attachment button to "Add attachments."
- CHAT-17709 — Addresses the requirement for immediate permission application when toggling operator attachment settings.
- CHAT-17718 — Fixes a display bug where pre-chat attachments appeared as a dot in the exit pop-up.
- CHAT-17723 — Restricts attachment filename visibility for legacy database agents to a generic placeholder.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading files in the new portal. When disabled, the upload UI is hidden, and API-based upload attempts are blocked.
Attachment Handling and UI Improvements
- Layout Stability: The file UI is now responsive and handles mixed filename lengths by truncating with ellipses or wrapping to the next line, preventing layout distortion.
- SMS Integration: Attachments sent from the Customer Portal now render as downloadable files or previews on the SMS recipient side, replacing the previous "ApexChat_Attachments_PlaceHolder" error.
- Failed Uploads: Attachments that fail to send on the visitor side are now suppressed from the dashboard, preventing broken or corrupted UI elements.
- Placeholder Resolution: The "ApexChat_Attachments_PlaceHolder" issue in "My Chats" has been resolved to display appropriate file information.
- Email Leads: Attachments are now correctly included in HTML lead emails when the "Do Not Send In HTML Lead" setting is disabled.
- Tooltip Accuracy: The hover tooltip for the attachment button has been corrected from "Send button" to "Add attachments."
Legacy Agent Security
To enhance data privacy, simple agents using the legacy database are restricted from viewing actual attachment filenames. Instead, they see a generic "Attachment(s) received" placeholder. This restriction applies to the chat window, notes, and the "My Chats" recent message area.
Ticket coverage
- CHAT-17678 — Implements the "Enable Operator Attachments" toggle in the Legacy Portal settings.
- CHAT-17684 — Fixes UI distortion in the dashboard when handling multiple files with varying filename lengths.
- CHAT-17685 — Resolves an issue where attachments sent from the Customer Portal appeared as placeholders on the SMS side.
- CHAT-17686 — Prevents failed visitor-side attachments from appearing as broken elements on the dashboard.
- CHAT-17689 — Replaces the "ApexChat_Attachments_PlaceHolder" with correct file information in "My Chats."
- CHAT-17692 — Introduces a dedicated endpoint to facilitate attachment downloads for both visitors and the dashboard.
- CHAT-17695 — Fixes the duplication of attachments in the Engagement Portal (EP).
- CHAT-17701 — Ensures attachments are included in HTML lead emails when the exclusion setting is disabled.
- CHAT-17706 — Corrects the hover tooltip text on the attachment button to "Add attachments."
- CHAT-17709 — Addresses the requirement for immediate permission application when toggling operator attachment settings.
- CHAT-17718 — Fixes a display bug where pre-chat attachments appeared as a dot in the exit pop-up.
- CHAT-17723 — Restricts attachment filename visibility for legacy database agents to a generic placeholder.
Chat Widget Attachment Logic Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 7-day retention policy is enforced server-side.
- The 'Launch Chat Window' feature refers to a pre-chat interaction trigger.
- The 'ExitPop' feature is a specific widget configuration for lead capture.
graph LR
A[Attach File] --> B{Valid?}
B -- No (Duplicate/Limit) --> C[Show Validation Message]
B -- Yes --> D[Upload File]
D --> E{Network Active?}
E -- No --> F[Fail Gracefully]
E -- Yes --> G[Send Message & File]
G --> H[Display in Dashboard]
✎ This documentation has been manually edited.
⚠ AI source changed since your edit
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Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
Business Rules & Constraints
- Per-Message Limits: Users may attach up to 5 files per individual message. The file counter resets for every new message.
- Duplicate Handling:
- If a user attempts to attach the same file multiple times within a single message, a validation message is displayed.
- Users are permitted to send the same file in separate, subsequent messages without triggering a duplicate error.
- File Retention: Files are subject to a 7-day retention policy. After this period, files become inaccessible in the Dashboard, displaying a "Files are no longer available" message and a non-clickable icon within the file tile.
Session and Connectivity Handling
- Internet Disconnection: The widget is designed to recover gracefully from network interruptions. If a file fails to send due to a disconnect, the system prevents corrupted states from persisting across page reloads or cache clearing.
- First Message Delivery: Files attached to the initial visitor message are successfully delivered even when the "Launch Chat Window" feature is enabled.
- Page Navigation: File uploads are processed in-memory; navigating away or refreshing the page during an active upload will interrupt the process.
Ticket coverage
- CHAT-17676 — Adds support for .txt, .zip, .rar, .mp4, and .mp3 file extensions.
- CHAT-17677 — Fixes the broken widget state following internet disconnections, ensuring automatic recovery.
- CHAT-17683 — Ensures that files sent alongside text messages are delivered to the Dashboard.
- CHAT-17687 — Implements a validation message when a user attempts to attach the same file twice in one message.
- CHAT-17688 — Allows users to send the same file in different messages while preventing duplicates within a single message.
- CHAT-17690 — Fixes an issue where files failed to attach in the first message when "Launch Chat Window" was active.
- CHAT-17697 — Confirms that same-file-name validation is intentionally disabled to allow sending identical files in different messages.
- CHAT-17704 — Prevents the "Previous session ended" overlay from appearing incorrectly after sending a PPT file.
- CHAT-17705 — Clarifies that in-memory uploads do not persist across page reloads.
- CHAT-17714 — Resolves exceptions causing attachment failures in the beta environment.
- CHAT-17716 — Restricts uploads to 5 files per message, with the counter resetting per message.
- CHAT-17724 — Fixes a UI bug where attachments were displayed twice in the visitor chat view.
- CHAT-17725 — Ensures expired files are inaccessible in the "Load Previous Conversation" view.
- CHAT-17726 — Ensures the "file is not available" message appears inside the file tile for expired content.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
Business Rules & Constraints
- Per-Message Limits: Users may attach up to 5 files per individual message. The file counter resets for every new message.
- Duplicate Handling:
- If a user attempts to attach the same file multiple times within a single message, a validation message is displayed.
- Users are permitted to send the same file in separate, subsequent messages without triggering a duplicate error.
- File Retention: Files are subject to a 7-day retention policy. After this period, files become inaccessible in the Dashboard, displaying a "Files are no longer available" message and a non-clickable icon within the file tile.
Session and Connectivity Handling
- Internet Disconnection: The widget is designed to recover gracefully from network interruptions. If a file fails to send due to a disconnect, the system prevents corrupted states from persisting across page reloads or cache clearing.
- First Message Delivery: Files attached to the initial visitor message are successfully delivered even when the "Launch Chat Window" feature is enabled.
- Page Navigation: File uploads are processed in-memory; navigating away or refreshing the page during an active upload will interrupt the process.
Ticket coverage
- CHAT-17676 — Adds support for .txt, .zip, .rar, .mp4, and .mp3 file extensions.
- CHAT-17677 — Fixes the broken widget state following internet disconnections, ensuring automatic recovery.
- CHAT-17683 — Ensures that files sent alongside text messages are delivered to the Dashboard.
- CHAT-17687 — Implements a validation message when a user attempts to attach the same file twice in one message.
- CHAT-17688 — Allows users to send the same file in different messages while preventing duplicates within a single message.
- CHAT-17690 — Fixes an issue where files failed to attach in the first message when "Launch Chat Window" was active.
- CHAT-17697 — Confirms that same-file-name validation is intentionally disabled to allow sending identical files in different messages.
- CHAT-17704 — Prevents the "Previous session ended" overlay from appearing incorrectly after sending a PPT file.
- CHAT-17705 — Clarifies that in-memory uploads do not persist across page reloads.
- CHAT-17714 — Resolves exceptions causing attachment failures in the beta environment.
- CHAT-17716 — Restricts uploads to 5 files per message, with the counter resetting per message.
- CHAT-17724 — Fixes a UI bug where attachments were displayed twice in the visitor chat view.
- CHAT-17725 — Ensures expired files are inaccessible in the "Load Previous Conversation" view.
- CHAT-17726 — Ensures the "file is not available" message appears inside the file tile for expired content.
Voice Call Connect Configuration Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'greeting delay' requirement of 3 seconds is a system-wide constraint for the telephony provider, not just a UI validation.
- The 'shuffle' feature uses a round-robin or random distribution logic to ensure equal usage of selected recordings.
- The rules engine integration assumes that if a phone number is defined in a rule, it takes precedence in the 'FROM' field unless the business-first flag is active.
graph LR
A[Trigger Call Connect] --> B{Check 'Call Business First'}
B -- Yes --> C[Call Business Number]
B -- No --> D[Call Visitor Number]
C --> E[Play Shuffled Greeting]
D --> E
E --> F[Connect Second Party]
✎ This documentation has been manually edited.
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Overview
The Voice Call Connect configuration allows users to manage automated call routing between a business and a visitor. This feature supports custom greetings via uploaded recordings or text-to-speech (TTS), reverse call connection logic, and advanced routing rules.
Core Functionality
Call Connection Logic
When 'Call business phone number first' is enabled, the system initiates the call to the business number before connecting the visitor. The system correctly handles the 'TO' and 'FROM' phone number mapping in the call record to ensure the rules engine does not conflict with the business-first routing logic.
Greeting Management
Users can configure custom recordings or TTS for both the visitor and business ends.
- Independence: Enabling a recording for the visitor end no longer automatically enables or requires a recording for the business end, and vice versa.
- Shuffle Feature: Users may select multiple recordings or TTS options for either end. The system distributes these options equally, shuffling them to provide variety in the greeting experience.
- TTS/Upload Fixes: Recent updates ensure that the creation of TTS and the uploading of audio files function correctly, resolving previous system errors and visibility issues.
Business Rules & Constraints
- Greeting Delay: For call connect greetings to play successfully, the greeting delay must be set to at least 3 seconds. A setting of 0 will result in the greeting failing to play.
- Configuration Independence: Users are not required to enable both visitor and business recordings simultaneously.
Ticket coverage
- CHAT-17691 — Fixes a conflict between the 'Call business phone number first' flag and the rules engine by correctly mapping TO/FROM numbers.
- CHAT-17710 — Resolves issues with custom recordings and text-to-speech functionality on the business end.
- CHAT-17711 — Prevents the automatic enabling of the business end recording when only the visitor end is saved.
- CHAT-17712 — Introduces the ability to shuffle multiple recordings or TTS options for both visitor and business ends.
- CHAT-17713 — Fixes bugs preventing text-to-speech functionality on the visitor end.
- CHAT-17737 — Resolves system errors and visibility issues when creating text-to-speech or uploading new recordings.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice Call Connect configuration allows users to manage automated call routing between a business and a visitor. This feature supports custom greetings via uploaded recordings or text-to-speech (TTS), reverse call connection logic, and advanced routing rules.
Core Functionality
Call Connection Logic
When 'Call business phone number first' is enabled, the system initiates the call to the business number before connecting the visitor. The system correctly handles the 'TO' and 'FROM' phone number mapping in the call record to ensure the rules engine does not conflict with the business-first routing logic.
Greeting Management
Users can configure custom recordings or TTS for both the visitor and business ends.
- Independence: Enabling a recording for the visitor end no longer automatically enables or requires a recording for the business end, and vice versa.
- Shuffle Feature: Users may select multiple recordings or TTS options for either end. The system distributes these options equally, shuffling them to provide variety in the greeting experience.
- TTS/Upload Fixes: Recent updates ensure that the creation of TTS and the uploading of audio files function correctly, resolving previous system errors and visibility issues.
Business Rules & Constraints
- Greeting Delay: For call connect greetings to play successfully, the greeting delay must be set to at least 3 seconds. A setting of 0 will result in the greeting failing to play.
- Configuration Independence: Users are not required to enable both visitor and business recordings simultaneously.
Ticket coverage
- CHAT-17691 — Fixes a conflict between the 'Call business phone number first' flag and the rules engine by correctly mapping TO/FROM numbers.
- CHAT-17710 — Resolves issues with custom recordings and text-to-speech functionality on the business end.
- CHAT-17711 — Prevents the automatic enabling of the business end recording when only the visitor end is saved.
- CHAT-17712 — Introduces the ability to shuffle multiple recordings or TTS options for both visitor and business ends.
- CHAT-17713 — Fixes bugs preventing text-to-speech functionality on the visitor end.
- CHAT-17737 — Resolves system errors and visibility issues when creating text-to-speech or uploading new recordings.
Chat Widget Pop-up Message Overlay Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Yes' button color and specific UI dimensions mentioned in CHAT-17731 are subject to future design iterations.
- The 'initiated by' search filter in the legacy portal is sufficient for tracking pop-up interactions as per the decision in CHAT-17734.
- The 'Referer Spoofer' extension context in CHAT-17720 implies the error was related to browser environment variables.
graph LR
A[Page Load] --> B{Interaction?}
B -- Yes --> C[Suppress Overlay]
B -- No --> D[Wait for Timer]
D --> E[Display Overlay]
E --> F{Visitor Choice}
F -- Yes --> G[Initiate Chat]
F -- No --> H[Close Overlay & Suppress Exit Pop-Up]
✎ This documentation has been manually edited.
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Overview
The Pop-up Message Overlay feature introduces a proactive engagement tool for the chat widget. It displays a customizable message with 'Yes/No' options to visitors after a defined delay, encouraging interaction and chat initiation.
User Flow
- Configuration: Administrators enable the feature in the portal. Upon first activation, the system defaults to a 10-second delay and the message: "Do you want to chat with a representative who can help you?"
- Trigger: Once the timer expires, the overlay appears on the visitor's screen, provided no prior interaction (such as dismissing a pre-chat message) has occurred.
- Interaction: The visitor can accept (Yes) or decline (No) the prompt.
- Resolution:
- If 'Yes' is selected, the chat flow initiates.
- If 'No' is selected, the overlay closes, and the system suppresses other exit-intent widgets (like the Exit Pop-Up) to prevent UI clutter.
Business Rules & Constraints
- Interaction Blocking: While the overlay is active, the visitor is restricted from interacting with other web elements to ensure the prompt is addressed.
- Suppression: The overlay does not appear if the visitor has already interacted with the widget (e.g., dismissing a pre-chat message).
- Compatibility: The feature is compatible with the Video Greet Widget.
- Validation: Saving company settings requires valid pop-up configuration values to prevent request failures.
Ticket coverage
- CHAT-17717 — Ensures Yes/No buttons are correctly centered within the pop-up container.
- CHAT-17720 — Resolves console errors occurring when the 'searchTerm' option is null.
- CHAT-17721 — Implements a modal-like behavior that prevents interaction with background web elements while the overlay is active.
- CHAT-17722 — Fixes rendering issues by sanitizing HTML input to ensure buttons display correctly.
- CHAT-17727 — Restores the visitor's ability to interact with the pre-chat and widget elements prior to the overlay trigger.
- CHAT-17728 — Ensures the overlay successfully hides upon user interaction.
- CHAT-17729 — Adds validation to the company profile settings to prevent failed requests when saving without pop-up values.
- CHAT-17731 — Addresses UI styling for buttons and the overlay box to align with design system standards.
- CHAT-17732 — Sets default values (10-second timer and pre-filled message) when the feature is enabled for the first time.
- CHAT-17733 — Prevents the overlay from appearing if the visitor has already dismissed a pre-chat message.
- CHAT-17734 — Notes that a specific 'Pop-up Overlay' filter in the Chats tab was requested but deemed unnecessary as existing 'initiated by' search functionality suffices.
- CHAT-17735 — Prevents the Exit Pop-Up widget from triggering if the visitor has already declined the Pop-up Message Overlay.
- CHAT-17738 — Ensures the overlay is functional when the Video Greet Widget is applied.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Pop-up Message Overlay feature introduces a proactive engagement tool for the chat widget. It displays a customizable message with 'Yes/No' options to visitors after a defined delay, encouraging interaction and chat initiation.
User Flow
- Configuration: Administrators enable the feature in the portal. Upon first activation, the system defaults to a 10-second delay and the message: "Do you want to chat with a representative who can help you?"
- Trigger: Once the timer expires, the overlay appears on the visitor's screen, provided no prior interaction (such as dismissing a pre-chat message) has occurred.
- Interaction: The visitor can accept (Yes) or decline (No) the prompt.
- Resolution:
- If 'Yes' is selected, the chat flow initiates.
- If 'No' is selected, the overlay closes, and the system suppresses other exit-intent widgets (like the Exit Pop-Up) to prevent UI clutter.
Business Rules & Constraints
- Interaction Blocking: While the overlay is active, the visitor is restricted from interacting with other web elements to ensure the prompt is addressed.
- Suppression: The overlay does not appear if the visitor has already interacted with the widget (e.g., dismissing a pre-chat message).
- Compatibility: The feature is compatible with the Video Greet Widget.
- Validation: Saving company settings requires valid pop-up configuration values to prevent request failures.
Ticket coverage
- CHAT-17717 — Ensures Yes/No buttons are correctly centered within the pop-up container.
- CHAT-17720 — Resolves console errors occurring when the 'searchTerm' option is null.
- CHAT-17721 — Implements a modal-like behavior that prevents interaction with background web elements while the overlay is active.
- CHAT-17722 — Fixes rendering issues by sanitizing HTML input to ensure buttons display correctly.
- CHAT-17727 — Restores the visitor's ability to interact with the pre-chat and widget elements prior to the overlay trigger.
- CHAT-17728 — Ensures the overlay successfully hides upon user interaction.
- CHAT-17729 — Adds validation to the company profile settings to prevent failed requests when saving without pop-up values.
- CHAT-17731 — Addresses UI styling for buttons and the overlay box to align with design system standards.
- CHAT-17732 — Sets default values (10-second timer and pre-filled message) when the feature is enabled for the first time.
- CHAT-17733 — Prevents the overlay from appearing if the visitor has already dismissed a pre-chat message.
- CHAT-17734 — Notes that a specific 'Pop-up Overlay' filter in the Chats tab was requested but deemed unnecessary as existing 'initiated by' search functionality suffices.
- CHAT-17735 — Prevents the Exit Pop-Up widget from triggering if the visitor has already declined the Pop-up Message Overlay.
- CHAT-17738 — Ensures the overlay is functional when the Video Greet Widget is applied.
AI Chatbot Integration and Widget Management Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD' and 'RD Plus' terminology refers to specific widget rendering modes or product tiers.
- The 5-10 second latency issue (CHAT-17702) is currently in progress and may require further backend optimization beyond the initial fix.
- The 'Transfer to Live Person' logic assumes that the account has been correctly provisioned for both AI and live agent support.
graph LR
A[Visitor Sends Message] --> B{Pre-Chat Active?}
B -- Yes --> C[Process Input]
B -- No --> D[Check Agent Settings]
D --> E{Agent Enabled?}
E -- Yes --> F[Show Transfer Option]
E -- No --> G[Maintain AI Session]
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Overview
This documentation covers recent enhancements and fixes for the AI Chatbot integration, focusing on configuration integrity, widget behavior, and user interface stability.
Configuration Integrity
To prevent misconfiguration of Virtual Assistant (VA) accounts, the system now enforces strict validation. External users (such as LocaliQ partners) and automated scheduled tasks are restricted from enabling 'Agents Enabled' or 'Assign to Agents' settings if the 'Virtual Assistant' feature is active. This ensures that the 'Transfer to Live Person' option does not appear incorrectly in the widget when live agent support is not properly configured.
Widget Behavior and UI Enhancements
- Chat Restart Overlay: The 'Restart Chat' overlay no longer appears erroneously when a visitor responds to a pre-chat message (specifically for RD and RD Plus configurations).
- Typing Indicator: The typing indicator has been updated to ensure full visibility and smooth transitions during chat sessions.
- Windowed Mode: Resolved issues preventing the chat widget from functioning correctly in Windowed Mode.
- Message Latency: Efforts are underway to optimize the delivery speed of the visitor's first message to ensure it appears in the chat window without the previous 5-10 second delay.
AI and Live Agent Handoff
For accounts utilizing both AI Chatbots and live agents, the system supports a 'Transfer to Live Person' option. This appears by default in the widget dropdown based on account settings. If a transfer fails, the AI Chatbot is designed to maintain the session and continue providing responses to the user.
Ticket coverage
- CHAT-17675 — Restricts external users and automated tasks from enabling agent-related settings on Virtual Assistant accounts to prevent invalid widget configurations.
- CHAT-17696 — Resolves a bug where the 'Restart Chat' overlay appeared unexpectedly upon visitor message submission.
- CHAT-17698 — Fixes the 'Restart Chat' overlay behavior for RD and RD Plus to ensure it does not trigger during pre-chat interactions.
- CHAT-17702 — Addresses performance latency causing a 5-10 second delay in displaying the visitor's first message.
- CHAT-17719 — Corrects the visual rendering and transition of the typing indicator to ensure it remains fully visible.
- CHAT-17736 — Fixes a blocker where Windowed Mode was non-functional in specific test environments.
- CHAT-17781 — Formalizes the 'Transfer to Live Person' dropdown functionality for AI-enabled accounts, ensuring fallback to AI if the transfer fails.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent enhancements and fixes for the AI Chatbot integration, focusing on configuration integrity, widget behavior, and user interface stability.
Configuration Integrity
To prevent misconfiguration of Virtual Assistant (VA) accounts, the system now enforces strict validation. External users (such as LocaliQ partners) and automated scheduled tasks are restricted from enabling 'Agents Enabled' or 'Assign to Agents' settings if the 'Virtual Assistant' feature is active. This ensures that the 'Transfer to Live Person' option does not appear incorrectly in the widget when live agent support is not properly configured.
Widget Behavior and UI Enhancements
- Chat Restart Overlay: The 'Restart Chat' overlay no longer appears erroneously when a visitor responds to a pre-chat message (specifically for RD and RD Plus configurations).
- Typing Indicator: The typing indicator has been updated to ensure full visibility and smooth transitions during chat sessions.
- Windowed Mode: Resolved issues preventing the chat widget from functioning correctly in Windowed Mode.
- Message Latency: Efforts are underway to optimize the delivery speed of the visitor's first message to ensure it appears in the chat window without the previous 5-10 second delay.
AI and Live Agent Handoff
For accounts utilizing both AI Chatbots and live agents, the system supports a 'Transfer to Live Person' option. This appears by default in the widget dropdown based on account settings. If a transfer fails, the AI Chatbot is designed to maintain the session and continue providing responses to the user.
Ticket coverage
- CHAT-17675 — Restricts external users and automated tasks from enabling agent-related settings on Virtual Assistant accounts to prevent invalid widget configurations.
- CHAT-17696 — Resolves a bug where the 'Restart Chat' overlay appeared unexpectedly upon visitor message submission.
- CHAT-17698 — Fixes the 'Restart Chat' overlay behavior for RD and RD Plus to ensure it does not trigger during pre-chat interactions.
- CHAT-17702 — Addresses performance latency causing a 5-10 second delay in displaying the visitor's first message.
- CHAT-17719 — Corrects the visual rendering and transition of the typing indicator to ensure it remains fully visible.
- CHAT-17736 — Fixes a blocker where Windowed Mode was non-functional in specific test environments.
- CHAT-17781 — Formalizes the 'Transfer to Live Person' dropdown functionality for AI-enabled accounts, ensuring fallback to AI if the transfer fails.
System Data Management: File Retention and Search Engine Integration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 7-day retention period is calculated based on the file creation timestamp.
- The search engine detection relies on HTTP Referer headers or URL parameters passed from the search engine.
- The 'File Not Available' message is displayed prominently near the file icon rather than being hidden behind a hover state.
graph LR
A[User Accesses File] --> B{Within 7 Days?}
B -- Yes --> C[File Accessible]
B -- No --> D[Display 'File Not Available' Icon/Message]
D --> E[Access Blocked]
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Overview
This documentation covers the implementation of automated file retention policies and search engine-driven bot interactions within the system.
File Retention Policy
To optimize storage and data management, the system enforces a strict 7-day retention period for all uploaded files.
User Flow
- Upload: Files are stored in the system upon upload.
- Retention Period: Files remain accessible for 7 days from the date of creation.
- Expiration: Once the 7-day threshold is reached, the system automatically marks the file as unavailable.
- UI Feedback: The interface displays a "File Not Available" icon and message. Any attempt to access an expired file is blocked, preventing redirection to error pages.
Search Engine Integration
When a user navigates to the platform via a search engine result, the system detects the referral source. The integrated bot automatically generates context-aware text responses based on the specific search query used by the user to reach the platform.
Ticket coverage
- CHAT-17681 — Implements a 7-day file retention policy and updates the UI to display "File Not Available" status for expired content.
- CHAT-17707 — Enables the bot to generate context-specific text responses based on the user's search engine query upon arrival.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the implementation of automated file retention policies and search engine-driven bot interactions within the system.
File Retention Policy
To optimize storage and data management, the system enforces a strict 7-day retention period for all uploaded files.
User Flow
- Upload: Files are stored in the system upon upload.
- Retention Period: Files remain accessible for 7 days from the date of creation.
- Expiration: Once the 7-day threshold is reached, the system automatically marks the file as unavailable.
- UI Feedback: The interface displays a "File Not Available" icon and message. Any attempt to access an expired file is blocked, preventing redirection to error pages.
Search Engine Integration
When a user navigates to the platform via a search engine result, the system detects the referral source. The integrated bot automatically generates context-aware text responses based on the specific search query used by the user to reach the platform.
Ticket coverage
- CHAT-17681 — Implements a 7-day file retention policy and updates the UI to display "File Not Available" status for expired content.
- CHAT-17707 — Enables the bot to generate context-specific text responses based on the user's search engine query upon arrival.
Chat Widget Pop-up Message Overlay Management
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'EP' refers to an Exit Pop-up triggered by cursor movement or time-on-site.
- The 'Video Greet' is a distinct widget component that shares the same screen real estate as the pop-up overlay.
- The 'Customer Portal' refers to the administrative interface where widget settings are managed.
graph LR
A[Visitor Enters Site] --> B{Video Greet Interaction?}
B -- Yes --> C[Suppress Overlay]
B -- No --> D[Display Pop-up Overlay]
D --> E{User Action?}
E -- Click Yes/Start Chat --> F[Neutralize EP]
E -- Dismiss/No Action --> G[Allow EP Trigger]
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Overview
The Chat Widget Pop-up Message Overlay is an engagement feature designed to prompt visitors to initiate a chat. This documentation outlines the management of the overlay in relation to other widget features, such as the Exit Pop-up (EP) and Video Greet, ensuring a non-intrusive user experience.
Functional Behavior
- Persistence: The pop-up overlay remains active and functional even if configuration changes are made via the Customer Portal.
- Interaction Suppression: The pop-up overlay is suppressed if a visitor interacts with the Video Greet widget (e.g., expanding video, toggling sound).
- Exit Pop-up (EP) Integration:
- If the user dismisses the pop-up overlay and does not initiate a chat, the EP will trigger based on standard timer and cursor movement rules.
- If the user engages with the pop-up (clicks 'Yes') or initiates a chat via the widget, the EP is permanently neutralized for that session.
- The system prevents the simultaneous display of the pop-up overlay and the EP to avoid spam-like behavior.
Ticket coverage
- CHAT-17739 — Ensures the pop-up overlay feature remains enabled after configuration changes are saved in the Customer Portal.
- CHAT-17742 — Prevents the Exit Pop-up from appearing while the pop-up message overlay is currently displayed on the screen.
- CHAT-17746 — Suppresses the pop-up message overlay if the visitor interacts with the Video Greet widget.
- CHAT-17747 — Addresses the logic for EP display when the pop-up message is declined, ensuring a balanced user experience.
- CHAT-17783 — Defines the integration logic between the pop-up overlay and the Exit Pop-up, ensuring the EP only appears if the user has not engaged with the chat widget.
- CHAT-17793 — Tracks design improvements for the pop-up, specifically focusing on visual differentiation and border styling.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget Pop-up Message Overlay is an engagement feature designed to prompt visitors to initiate a chat. This documentation outlines the management of the overlay in relation to other widget features, such as the Exit Pop-up (EP) and Video Greet, ensuring a non-intrusive user experience.
Functional Behavior
- Persistence: The pop-up overlay remains active and functional even if configuration changes are made via the Customer Portal.
- Interaction Suppression: The pop-up overlay is suppressed if a visitor interacts with the Video Greet widget (e.g., expanding video, toggling sound).
- Exit Pop-up (EP) Integration:
- If the user dismisses the pop-up overlay and does not initiate a chat, the EP will trigger based on standard timer and cursor movement rules.
- If the user engages with the pop-up (clicks 'Yes') or initiates a chat via the widget, the EP is permanently neutralized for that session.
- The system prevents the simultaneous display of the pop-up overlay and the EP to avoid spam-like behavior.
Ticket coverage
- CHAT-17739 — Ensures the pop-up overlay feature remains enabled after configuration changes are saved in the Customer Portal.
- CHAT-17742 — Prevents the Exit Pop-up from appearing while the pop-up message overlay is currently displayed on the screen.
- CHAT-17746 — Suppresses the pop-up message overlay if the visitor interacts with the Video Greet widget.
- CHAT-17747 — Addresses the logic for EP display when the pop-up message is declined, ensuring a balanced user experience.
- CHAT-17783 — Defines the integration logic between the pop-up overlay and the Exit Pop-up, ensuring the EP only appears if the user has not engaged with the chat widget.
- CHAT-17793 — Tracks design improvements for the pop-up, specifically focusing on visual differentiation and border styling.
Chat Widget Attachment Logic v3 Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Send Lead' form is triggered via a mobile or specific widget flow as implied by the ticket description.
- The Agent Dashboard uses a real-time socket or polling mechanism that was previously causing the duplicate rendering issue.
- The 'Exit Pop-up' is treated as a distinct widget instance separate from the main chat window.
graph LR
A[Visitor Initiates Chat] --> B{Attachment Feature Enabled?}
B -- Yes --> C[Show Attachment UI]
B -- No --> D[Hide Attachment UI]
C --> E[Send Message with File]
D --> F[Send Text-Only Message]
E --> G[Agent Dashboard Sync]
F --> G
G --> H[Verify Unique Display]
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Overview
This documentation outlines the improvements and bug fixes implemented in the chat widget attachment logic. These updates ensure consistent file handling across various chat states, including lead forms, exit pop-ups, and agent dashboard synchronization.
Attachment Behavior and Constraints
- Lead Form Integration: File attachment UI components are explicitly excluded from the 'Send Lead' form to prevent invalid data submission.
- Feature Toggle Dependency: The system now correctly validates message transmission regardless of whether the file attachment feature is enabled. If disabled, visitors can still send text-only messages without encountering blocking errors.
- Exit Pop-up Support: Users can successfully attach and send files within the Exit Pop-up widget, ensuring feature parity with the standard chat window.
- Dashboard Synchronization: The system prevents UI glitches where files or file names would appear duplicated on the Agent Dashboard. This fix applies to both initial rendering and state changes triggered by page refreshes or lead transfer actions.
User Flow
- Visitor initiates a chat session.
- System checks the 'File Attachment' feature toggle.
- If enabled, the visitor attaches a file; if disabled, the visitor proceeds with text-only communication.
- If the visitor triggers an Exit Pop-up or a Lead Form, the system dynamically adjusts the UI to show or hide the attachment interface.
- Upon successful transmission, the file is rendered once on the Agent Dashboard, maintaining state integrity across refreshes.
Ticket coverage
- CHAT-17744 — Removes the file attachment interface from the 'Send Lead' form to prevent unauthorized or unsupported file uploads.
- CHAT-17748 — Resolves a blocker where the chat message submission was failing if the file attachment feature was disabled.
- CHAT-17756 — Enables file attachment functionality within the Exit Pop-up widget.
- CHAT-17763 — Fixes a synchronization bug where visitor-sent files appeared as duplicates on the Agent Dashboard until the chat was reloaded.
- CHAT-17764 — Prevents file name duplication in the Dashboard Comments section during page refreshes or lead transfer actions.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the improvements and bug fixes implemented in the chat widget attachment logic. These updates ensure consistent file handling across various chat states, including lead forms, exit pop-ups, and agent dashboard synchronization.
Attachment Behavior and Constraints
- Lead Form Integration: File attachment UI components are explicitly excluded from the 'Send Lead' form to prevent invalid data submission.
- Feature Toggle Dependency: The system now correctly validates message transmission regardless of whether the file attachment feature is enabled. If disabled, visitors can still send text-only messages without encountering blocking errors.
- Exit Pop-up Support: Users can successfully attach and send files within the Exit Pop-up widget, ensuring feature parity with the standard chat window.
- Dashboard Synchronization: The system prevents UI glitches where files or file names would appear duplicated on the Agent Dashboard. This fix applies to both initial rendering and state changes triggered by page refreshes or lead transfer actions.
User Flow
- Visitor initiates a chat session.
- System checks the 'File Attachment' feature toggle.
- If enabled, the visitor attaches a file; if disabled, the visitor proceeds with text-only communication.
- If the visitor triggers an Exit Pop-up or a Lead Form, the system dynamically adjusts the UI to show or hide the attachment interface.
- Upon successful transmission, the file is rendered once on the Agent Dashboard, maintaining state integrity across refreshes.
Ticket coverage
- CHAT-17744 — Removes the file attachment interface from the 'Send Lead' form to prevent unauthorized or unsupported file uploads.
- CHAT-17748 — Resolves a blocker where the chat message submission was failing if the file attachment feature was disabled.
- CHAT-17756 — Enables file attachment functionality within the Exit Pop-up widget.
- CHAT-17763 — Fixes a synchronization bug where visitor-sent files appeared as duplicates on the Agent Dashboard until the chat was reloaded.
- CHAT-17764 — Prevents file name duplication in the Dashboard Comments section during page refreshes or lead transfer actions.
Chat Widget Payment Integration Documentation
▶ 4 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system integrates with a third-party PCI-compliant payment gateway (e.g., Stripe or Adyen).
- The 'configurable time' for link expiration is set at the system/admin level.
- The 'Admin Dashboard' mentioned in CHAT-17755 is a pre-existing component that will be extended to include payment logs.
- Email receipts require the user's email address to be captured during the chat session.
graph LR
A[Agent/AI Generates Link] --> B[Link Sent to Chat]
B --> C[Customer Clicks Link]
C --> D[Secure Payment Page]
D --> E{Payment Processed}
E -->|Success| F[Real-time Chat Update & Receipt]
E -->|Failure| G[Real-time Chat Update & Error Message]
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Overview
The Chat Widget Payment Integration allows agents and AI chatbots to facilitate secure, real-time financial transactions directly within the chat interface. This feature enables seamless payment collection without requiring the customer to navigate away from the conversation, ensuring a frictionless user experience while maintaining PCI compliance.
User and System Flow
- Generation: An agent or AI initiates a payment request by specifying the amount, currency, and description. The system generates a unique, one-time-use link.
- Delivery: The link is rendered in the chat widget as a clickable element.
- Payment: The customer clicks the link, opening a secure, responsive payment page displaying the business branding, transaction details, and supported payment methods (Cards, Digital Wallets).
- Processing: Upon completion, the payment gateway processes the transaction. The chat widget updates in real-time to reflect the status (Pending, Success, Failed, or Expired).
- Confirmation: Upon success, a receipt is provided within the chat and optionally via email, including a PDF download option.
Business Rules and Constraints
- Security: Links are one-time-use and expire after a configurable window (15–60 minutes).
- Compliance: All payment processing must be PCI-compliant.
- Visibility: Admins have full oversight via the dashboard, including the ability to cancel, resend, or refund transactions.
- Error Handling: Failure messages provide clear, non-sensitive reasons for the transaction decline.
Ticket coverage
- CHAT-17750 — Enables customers to receive and interact with secure payment links directly within the chat interface.
- CHAT-17751 — Provides agents and AI the capability to generate unique, time-bound, one-time-use payment links tied to specific chat sessions.
- CHAT-17752 — Implements a secure, responsive, and PCI-compliant payment page for processing transactions.
- CHAT-17753 — Introduces real-time status updates within the chat widget for payment lifecycle tracking.
- CHAT-17754 — Facilitates post-payment proof of purchase via in-chat receipts and downloadable PDF documents.
- CHAT-17755 — Adds administrative controls for managing, tracking, and performing post-transaction actions like refunds or cancellations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget Payment Integration allows agents and AI chatbots to facilitate secure, real-time financial transactions directly within the chat interface. This feature enables seamless payment collection without requiring the customer to navigate away from the conversation, ensuring a frictionless user experience while maintaining PCI compliance.
User and System Flow
- Generation: An agent or AI initiates a payment request by specifying the amount, currency, and description. The system generates a unique, one-time-use link.
- Delivery: The link is rendered in the chat widget as a clickable element.
- Payment: The customer clicks the link, opening a secure, responsive payment page displaying the business branding, transaction details, and supported payment methods (Cards, Digital Wallets).
- Processing: Upon completion, the payment gateway processes the transaction. The chat widget updates in real-time to reflect the status (Pending, Success, Failed, or Expired).
- Confirmation: Upon success, a receipt is provided within the chat and optionally via email, including a PDF download option.
Business Rules and Constraints
- Security: Links are one-time-use and expire after a configurable window (15–60 minutes).
- Compliance: All payment processing must be PCI-compliant.
- Visibility: Admins have full oversight via the dashboard, including the ability to cancel, resend, or refund transactions.
- Error Handling: Failure messages provide clear, non-sensitive reasons for the transaction decline.
Ticket coverage
- CHAT-17750 — Enables customers to receive and interact with secure payment links directly within the chat interface.
- CHAT-17751 — Provides agents and AI the capability to generate unique, time-bound, one-time-use payment links tied to specific chat sessions.
- CHAT-17752 — Implements a secure, responsive, and PCI-compliant payment page for processing transactions.
- CHAT-17753 — Introduces real-time status updates within the chat widget for payment lifecycle tracking.
- CHAT-17754 — Facilitates post-payment proof of purchase via in-chat receipts and downloadable PDF documents.
- CHAT-17755 — Adds administrative controls for managing, tracking, and performing post-transaction actions like refunds or cancellations.
Chat Widget Interaction Flows: Feedback Overlays and Hyperlink Resolution
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'EP' mentioned in CHAT-17743 refers to an Engagement Prompt.
- The 'Round 2' mentioned in CHAT-17743 refers to a secondary attempt to capture user attention after initial inactivity.
- The 'Text from AI' mentioned in the ticket description is a placeholder for future AI-generated content features not yet implemented.
graph LR
A[System Trigger] --> B{User Engagement?}
B -- Yes --> C[Proceed with Feedback Flow]
B -- No --> D[Trigger Engagement Prompt (EP)]
D --> E[End]
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Overview
This documentation covers updates to the chat widget interaction flows, specifically focusing on the visual feedback overlay behavior and the resolution of hyperlink functionality within chat messages.
Feedback Overlay Behavior
The feedback overlay has been updated to improve visual prominence. The overlay opacity has been increased to provide better contrast against the background.
Interaction Flow
- Trigger: The system initiates a feedback request based on user interaction or inactivity.
- Overlay Display: The widget displays an overlay with increased darkness to focus user attention.
- Engagement:
- If the user interacts with the widget, the feedback flow proceeds as configured.
- If the user does not engage with the overlay or the widget (Round 2), the system triggers the Engagement Prompt (EP).
Hyperlink Functionality
Hyperlinks within chat messages are now fully supported regardless of the message type. Previously, hyperlinks were restricted to Multiple Choice (MC) question types. The system now parses and renders clickable links for all message formats, ensuring consistent navigation for visitors.
Business Rules & Constraints
- Engagement Prompts (EP): The EP will trigger if the user remains idle during the feedback overlay display.
- Character Limits: To maintain UI consistency, character limits for user input fields have been decreased.
- Hyperlink Support: Hyperlinks are no longer dependent on MC question mapping and are globally enabled for all chat message types.
Ticket coverage
- CHAT-17743 — Increases the darkness of the feedback overlay and ensures the Engagement Prompt (EP) triggers if the user fails to engage with the widget or overlay.
- CHAT-17776 — Resolves a bug where hyperlinks were only functional within Multiple Choice question types, enabling them for all chat messages.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the chat widget interaction flows, specifically focusing on the visual feedback overlay behavior and the resolution of hyperlink functionality within chat messages.
Feedback Overlay Behavior
The feedback overlay has been updated to improve visual prominence. The overlay opacity has been increased to provide better contrast against the background.
Interaction Flow
- Trigger: The system initiates a feedback request based on user interaction or inactivity.
- Overlay Display: The widget displays an overlay with increased darkness to focus user attention.
- Engagement:
- If the user interacts with the widget, the feedback flow proceeds as configured.
- If the user does not engage with the overlay or the widget (Round 2), the system triggers the Engagement Prompt (EP).
Hyperlink Functionality
Hyperlinks within chat messages are now fully supported regardless of the message type. Previously, hyperlinks were restricted to Multiple Choice (MC) question types. The system now parses and renders clickable links for all message formats, ensuring consistent navigation for visitors.
Business Rules & Constraints
- Engagement Prompts (EP): The EP will trigger if the user remains idle during the feedback overlay display.
- Character Limits: To maintain UI consistency, character limits for user input fields have been decreased.
- Hyperlink Support: Hyperlinks are no longer dependent on MC question mapping and are globally enabled for all chat message types.
Ticket coverage
- CHAT-17743 — Increases the darkness of the feedback overlay and ensures the Engagement Prompt (EP) triggers if the user fails to engage with the widget or overlay.
- CHAT-17776 — Resolves a bug where hyperlinks were only functional within Multiple Choice question types, enabling them for all chat messages.
Appointment Scheduler V3: Standalone CTA Integration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'MS' mentioned in the tickets refers to 'Managed Services' or a specific platform architecture.
- The 'widget pop-up' refers to the existing UI component used for current Blazeo self-serve appointments.
- The system validates the URL input as a standard web address.
graph LR
A[User clicks Appointment CTA] --> B{Link in Profile?}
B -- Yes --> C[Open URL in new tab]
B -- No --> D{Is Internal/Self-Serve?}
D -- Yes --> E[Open Widget Booking Pop-up]
D -- No --> C
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Overview
The Appointment Scheduler V3 update decouples appointment booking from live chat functionality. Users can now configure 'Appointment' as a standalone Call-to-Action (CTA) within the widget's Tab and Bar profiles. This allows businesses to offer appointment booking services without requiring an active chat session, supporting both internal Blazeo appointment workflows and external URL redirects.
Configuration
Users can select 'Appointment' as a new option within the 'Tab type' (for tabs) and 'Chat type' (for bars). Upon selection, a dedicated 'APPT Settings' section appears, allowing for:
- Custom CTA Text: A field to define the display text for the appointment button.
- URL Configuration: A field to input an internal or external appointment link. There are no character limitations on this URL.
Workflow and Logic
When a user interacts with an Appointment CTA (Tab or Bar) on desktop, mobile, or tablet, the system follows this priority logic:
- Profile-Level Link: If a URL is provided in the specific profile settings, it takes top priority. Clicking the CTA opens this URL in a new browser tab.
- Fallback: If no profile-level link is provided, the system defaults to the company-wide appointment settings (Whiteglove or Self-Serve).
- Execution:
- If the resolved destination is a Whiteglove or external URL, the system opens a new browser tab.
- If the resolved destination is a Self-Serve or internal Blazeo appointment, the system triggers the standard widget pop-up flow.
Business Rules and Constraints
- Compatibility: This feature is supported across all widget types (Pre-chat, RD, RD+), on both MS and non-MS platforms, and is fully responsive across all device types.
- Flexibility: Appointment CTAs can be used in isolation or combined with other CTA types (e.g., SMS, Facebook) within the same widget.
Ticket coverage
- CHAT-17789 — Introduces the ability to configure appointment-only CTAs in the widget without requiring live chat, including custom URL and text fields.
- CHAT-17796 — Adds 'Appointment' as a selectable 'Tab type' with priority-based link handling.
- CHAT-17797 — Adds 'Appointment' as a selectable 'Chat type' for the widget bar, supporting both solo and combo configurations.
- CHAT-17798 — Enables the end-to-end capability to book appointments via the widget without initiating a live chat session.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler V3 update decouples appointment booking from live chat functionality. Users can now configure 'Appointment' as a standalone Call-to-Action (CTA) within the widget's Tab and Bar profiles. This allows businesses to offer appointment booking services without requiring an active chat session, supporting both internal Blazeo appointment workflows and external URL redirects.
Configuration
Users can select 'Appointment' as a new option within the 'Tab type' (for tabs) and 'Chat type' (for bars). Upon selection, a dedicated 'APPT Settings' section appears, allowing for:
- Custom CTA Text: A field to define the display text for the appointment button.
- URL Configuration: A field to input an internal or external appointment link. There are no character limitations on this URL.
Workflow and Logic
When a user interacts with an Appointment CTA (Tab or Bar) on desktop, mobile, or tablet, the system follows this priority logic:
- Profile-Level Link: If a URL is provided in the specific profile settings, it takes top priority. Clicking the CTA opens this URL in a new browser tab.
- Fallback: If no profile-level link is provided, the system defaults to the company-wide appointment settings (Whiteglove or Self-Serve).
- Execution:
- If the resolved destination is a Whiteglove or external URL, the system opens a new browser tab.
- If the resolved destination is a Self-Serve or internal Blazeo appointment, the system triggers the standard widget pop-up flow.
Business Rules and Constraints
- Compatibility: This feature is supported across all widget types (Pre-chat, RD, RD+), on both MS and non-MS platforms, and is fully responsive across all device types.
- Flexibility: Appointment CTAs can be used in isolation or combined with other CTA types (e.g., SMS, Facebook) within the same widget.
Ticket coverage
- CHAT-17789 — Introduces the ability to configure appointment-only CTAs in the widget without requiring live chat, including custom URL and text fields.
- CHAT-17796 — Adds 'Appointment' as a selectable 'Tab type' with priority-based link handling.
- CHAT-17797 — Adds 'Appointment' as a selectable 'Chat type' for the widget bar, supporting both solo and combo configurations.
- CHAT-17798 — Enables the end-to-end capability to book appointments via the widget without initiating a live chat session.
Voice AI Integration Features Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'UIUX portal' refers to an administrative dashboard used for configuring frontend elements.
- The 'widget' acts as the primary controller for the Voice AI session lifecycle.
- The system has access to native telephony protocols or browser-based URI schemes (e.g., tel:) to handle the dial-out process.
graph LR
A[User Clicks Element] --> B{Check Widget Config}
B --> C[Launch Voice AI Flow]
C --> D[Dial-out via Native App/Browser]
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Overview
The Voice AI integration enables users to initiate voice-based interactions directly from the UI/UX portal via Tabs, Bars, and Widgets. This feature allows for seamless transitions between standard chat interfaces and Voice AI agents, supporting multi-platform accessibility across desktop, mobile, and tablet devices.
Functionality
Users can now select 'Voice AI' as a primary interaction type within the configuration settings for Tabs, Bars, and Widgets. Upon selection, a dedicated configuration section appears, allowing for the mapping of specific Voice AI agents.
Workflow
- Configuration: The administrator selects 'Voice AI' in the 'Tab type' or 'Chat type' settings.
- Agent Mapping: The user links the specific Voice AI agent to the UI element.
- Interaction: When an end-user clicks the element, the system triggers the Voice AI flow via the configured widget.
- Execution: The system initiates a dial-out sequence using the native application or the browser's default telephony suggestion.
Business Rules & Constraints
- UI Consistency: All existing UI settings (color, text, widget, collapse, location) remain fully functional for Voice AI elements.
- Multi-Number Handling: In scenarios involving multiple phone numbers, the system defaults to the widget-defined flow.
- Platform Support: The feature is designed to be responsive across desktop, mobile, and tablet environments.
Ticket coverage
- CHAT-17799 — Adds 'Voice AI' as a selectable option in the 'Tab type' configuration, enabling direct linking to Voice AI agents.
- CHAT-17800 — Adds 'Voice AI' as a selectable option in the 'Chat type' configuration, supporting both solo and combo configurations.
- CHAT-17801 — Enables the initiation of Voice AI calls directly from the widget interface.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice AI integration enables users to initiate voice-based interactions directly from the UI/UX portal via Tabs, Bars, and Widgets. This feature allows for seamless transitions between standard chat interfaces and Voice AI agents, supporting multi-platform accessibility across desktop, mobile, and tablet devices.
Functionality
Users can now select 'Voice AI' as a primary interaction type within the configuration settings for Tabs, Bars, and Widgets. Upon selection, a dedicated configuration section appears, allowing for the mapping of specific Voice AI agents.
Workflow
- Configuration: The administrator selects 'Voice AI' in the 'Tab type' or 'Chat type' settings.
- Agent Mapping: The user links the specific Voice AI agent to the UI element.
- Interaction: When an end-user clicks the element, the system triggers the Voice AI flow via the configured widget.
- Execution: The system initiates a dial-out sequence using the native application or the browser's default telephony suggestion.
Business Rules & Constraints
- UI Consistency: All existing UI settings (color, text, widget, collapse, location) remain fully functional for Voice AI elements.
- Multi-Number Handling: In scenarios involving multiple phone numbers, the system defaults to the widget-defined flow.
- Platform Support: The feature is designed to be responsive across desktop, mobile, and tablet environments.
Ticket coverage
- CHAT-17799 — Adds 'Voice AI' as a selectable option in the 'Tab type' configuration, enabling direct linking to Voice AI agents.
- CHAT-17800 — Adds 'Voice AI' as a selectable option in the 'Chat type' configuration, supporting both solo and combo configurations.
- CHAT-17801 — Enables the initiation of Voice AI calls directly from the widget interface.
AI Chatbot Script Flow Management Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'multi-delete' feature is available within the same interface used for script template management.
- The 'Sequence contains more than one element' error was caused by a LINQ-style query failure in the backend when processing duplicate greeting strings.
- The search bar unresponsiveness in CHAT-17805 is attributed to a memory leak or event listener accumulation in the frontend component.
graph LR
A[Upload Script Document] --> B[Review Content]
B --> C{Correct?}
C -- No --> D[Multi-Delete/Edit]
D --> B
C -- Yes --> E[Save Script]
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Overview
The AI Chatbot Script Flow Management system allows administrators and scripting teams to define, upload, and manage conversational scripts for automated chat interactions. This documentation covers recent enhancements to template handling, duplication logic, and agent-side search functionality.
Script Template Management
Administrators can upload script templates for both new and existing companies. The system now supports a decoupled import process: when a document is uploaded, it is staged for review rather than being automatically saved to the system. This allows agents to verify the content before finalizing the upload.
Multi-Delete Functionality
To improve efficiency, users can select multiple script answers simultaneously and delete them in a single action. This is particularly useful for correcting bulk upload errors or removing outdated script segments.
Company Duplication
The system supports duplicating company configurations. The duplication engine has been updated to handle scripts containing duplicate question verbiage, including scenarios where such questions are designated as pre-chat greetings. The system no longer throws a "Sequence contains more than one element" error during this process.
Agent Dashboard Search
Agents can utilize the search bar within the chat script interface to locate specific keywords during live interactions. The system is designed to maintain search responsiveness across multiple consecutive queries throughout the duration of the chat session.
Ticket coverage
- CHAT-17785 — Resolves critical bugs preventing the scripting team from successfully uploading script templates for new and existing companies.
- CHAT-17790 — Decouples the document import process from the save action and introduces multi-delete functionality for script answers.
- CHAT-17802 — Fixes a system error that occurred during company duplication when duplicate script questions were used as pre-chat greetings.
- CHAT-17805 — Addresses an issue where the script search bar became unresponsive after multiple consecutive searches during an agent session.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Script Flow Management system allows administrators and scripting teams to define, upload, and manage conversational scripts for automated chat interactions. This documentation covers recent enhancements to template handling, duplication logic, and agent-side search functionality.
Script Template Management
Administrators can upload script templates for both new and existing companies. The system now supports a decoupled import process: when a document is uploaded, it is staged for review rather than being automatically saved to the system. This allows agents to verify the content before finalizing the upload.
Multi-Delete Functionality
To improve efficiency, users can select multiple script answers simultaneously and delete them in a single action. This is particularly useful for correcting bulk upload errors or removing outdated script segments.
Company Duplication
The system supports duplicating company configurations. The duplication engine has been updated to handle scripts containing duplicate question verbiage, including scenarios where such questions are designated as pre-chat greetings. The system no longer throws a "Sequence contains more than one element" error during this process.
Agent Dashboard Search
Agents can utilize the search bar within the chat script interface to locate specific keywords during live interactions. The system is designed to maintain search responsiveness across multiple consecutive queries throughout the duration of the chat session.
Ticket coverage
- CHAT-17785 — Resolves critical bugs preventing the scripting team from successfully uploading script templates for new and existing companies.
- CHAT-17790 — Decouples the document import process from the save action and introduces multi-delete functionality for script answers.
- CHAT-17802 — Fixes a system error that occurred during company duplication when duplicate script questions were used as pre-chat greetings.
- CHAT-17805 — Addresses an issue where the script search bar became unresponsive after multiple consecutive searches during an agent session.
AI Chatbot Knowledge Base Management Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'VendorMax' portal is the internal administrative interface for managing customer account features.
- The 'Search AI tool' mentioned in CHAT-17791 is a legacy component that requires specific initialization logic to function alongside the current KB.
- The fix for CHAT-17775 implies that the search index was previously failing to map correctly to the database records for questions.
graph LR
A[Admin: Toggle KB Feature] --> B{Feature Enabled?}
B -- Yes --> C[User: Access KB Dashboard]
B -- No --> D[Access Restricted]
C --> E[Manage URLs/Files/QA]
E --> F[Search/Retrieve Data]
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Overview
The Knowledge Base (KB) management system allows administrators to centralize information for AI Chatbots, Live Agents, and Operator accounts. By providing a repository for website URLs, file uploads, and manual Q&A pairs, the system enables automated and agent-assisted responses to user queries.
Core Functionality
- Unified KB Access: The KB module is extended beyond AI Chatbots to include Live Agents and Operator accounts, ensuring consistent information retrieval across all communication channels.
- Administrative Control: Internal administrators (VendorMax) maintain global control to enable or disable the KB feature for specific accounts via the admin portal.
- Content Management: Users can populate the KB by importing website URLs, uploading documents, or manually defining question-and-answer pairs.
User Flow
- Configuration: Internal administrators toggle the KB feature status for a specific account via the VendorMax admin portal.
- Access: If enabled, authorized users navigate to the Knowledge Base section within the account dashboard.
- Content Management: Users add, remove, or edit KB entries (URLs, files, or Q&A pairs).
- Search & Retrieval: Agents or the AI system utilize the stored data to answer incoming queries. Users can search existing Q&A pairs using the search filter on the Questions listing page.
Business Rules & Constraints
- Feature Toggling: Disabling the KB at the VendorMax level immediately restricts access for external account users.
- Scope: The KB feature applies to Live Agents and Operator accounts; it is explicitly excluded from Virtual Assistant (VA) offerings.
- Search Integrity: The search functionality in the Questions column must return accurate results for valid keywords; failure to do so is treated as a system defect.
- Legacy Integration: The system currently manages legacy dependencies, such as the ZirAI tool, which requires initialization to prevent dashboard errors.
Ticket coverage
- CHAT-17770 — Expands KB functionality to Live Agents and Operator accounts and introduces a VendorMax toggle for global/local feature control.
- CHAT-17775 — Resolves a bug where the search filter in the Questions column failed to return matching records.
- CHAT-17791 — Addresses a dashboard error occurring when the Search AI tool is enabled but fails to initialize for the company.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Knowledge Base (KB) management system allows administrators to centralize information for AI Chatbots, Live Agents, and Operator accounts. By providing a repository for website URLs, file uploads, and manual Q&A pairs, the system enables automated and agent-assisted responses to user queries.
Core Functionality
- Unified KB Access: The KB module is extended beyond AI Chatbots to include Live Agents and Operator accounts, ensuring consistent information retrieval across all communication channels.
- Administrative Control: Internal administrators (VendorMax) maintain global control to enable or disable the KB feature for specific accounts via the admin portal.
- Content Management: Users can populate the KB by importing website URLs, uploading documents, or manually defining question-and-answer pairs.
User Flow
- Configuration: Internal administrators toggle the KB feature status for a specific account via the VendorMax admin portal.
- Access: If enabled, authorized users navigate to the Knowledge Base section within the account dashboard.
- Content Management: Users add, remove, or edit KB entries (URLs, files, or Q&A pairs).
- Search & Retrieval: Agents or the AI system utilize the stored data to answer incoming queries. Users can search existing Q&A pairs using the search filter on the Questions listing page.
Business Rules & Constraints
- Feature Toggling: Disabling the KB at the VendorMax level immediately restricts access for external account users.
- Scope: The KB feature applies to Live Agents and Operator accounts; it is explicitly excluded from Virtual Assistant (VA) offerings.
- Search Integrity: The search functionality in the Questions column must return accurate results for valid keywords; failure to do so is treated as a system defect.
- Legacy Integration: The system currently manages legacy dependencies, such as the ZirAI tool, which requires initialization to prevent dashboard errors.
Ticket coverage
- CHAT-17770 — Expands KB functionality to Live Agents and Operator accounts and introduces a VendorMax toggle for global/local feature control.
- CHAT-17775 — Resolves a bug where the search filter in the Questions column failed to return matching records.
- CHAT-17791 — Addresses a dashboard error occurring when the Search AI tool is enabled but fails to initialize for the company.
System Onboarding and Provisioning Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The email addresses added in CHAT-17784 are intended to receive both Order Summary and T&C emails due to the simultaneous nature of the dispatch.
- The 'partner email' mentioned in CHAT-17810 refers to the primary contact email associated with the host account.
- The prompt/message for enabling Monitoring before trial fields is a requirement for future implementation based on the 'TBD' status in the ticket.
graph LR
A[Provisioning Request] --> B[Company Created]
B --> C{Monitoring Enabled?}
C -- No --> D[Billing Date = Current Date]
C -- Yes --> E[Trial Fields Active]
E --> F[Trial Period Starts]
F --> G[Expiry Notification Sent (4 days prior)]
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Overview
This documentation covers recent updates to the system onboarding and provisioning workflows, specifically regarding automated email notifications, company creation defaults, and billing trial period management.
Order Summary Notifications
When a new order is processed, the system automatically triggers an Order Summary email. To ensure key stakeholders are informed, the system now includes [email protected] and [email protected] as CC recipients on all Order Summary emails.
Note: These recipients also receive the Terms and Conditions (T&C) email, as these are dispatched simultaneously by the system.
Company Creation Defaults
When creating a new company via the 'Add Company' interface, the 'Gen AI' flag is now disabled by default. This change ensures that AI features are not inadvertently enabled without explicit configuration. The 'Assign Agents' and 'Enable Agents' flags remain enabled by default as per current business requirements.
Billing Trial Period Management
Trial periods are managed based on the activation of the Monitoring feature.
Workflow
- Provisioning: A user selects a trial period during the provisioning request.
- Account Setup: Upon company generation, the billing date defaults to the current date until Monitoring is enabled.
- Monitoring Activation: Once Monitoring is enabled, the system activates the Trial checkbox and enables the start/end calendar fields.
- Expiry Notifications: The system is configured to send trial expiry notifications to the partner email 4 days before the trial ends.
Constraint: If a user attempts to interact with trial calendar fields before enabling Monitoring, the system should display a prompt instructing the user to enable Monitoring first.
Ticket coverage
- CHAT-17784 — Adds two specific email addresses ([email protected] and [email protected]) to the CC list for all Order Summary emails.
- CHAT-17795 — Updates the 'Add Company' workflow to ensure the 'Gen AI' flag is disabled by default upon company creation.
- CHAT-17810 — Documents the behavior of billing trial periods, confirming that trial dates are tied to the activation of the Monitoring feature and defining the 4-day expiry notification rule.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the system onboarding and provisioning workflows, specifically regarding automated email notifications, company creation defaults, and billing trial period management.
Order Summary Notifications
When a new order is processed, the system automatically triggers an Order Summary email. To ensure key stakeholders are informed, the system now includes [email protected] and [email protected] as CC recipients on all Order Summary emails.
Note: These recipients also receive the Terms and Conditions (T&C) email, as these are dispatched simultaneously by the system.
Company Creation Defaults
When creating a new company via the 'Add Company' interface, the 'Gen AI' flag is now disabled by default. This change ensures that AI features are not inadvertently enabled without explicit configuration. The 'Assign Agents' and 'Enable Agents' flags remain enabled by default as per current business requirements.
Billing Trial Period Management
Trial periods are managed based on the activation of the Monitoring feature.
Workflow
- Provisioning: A user selects a trial period during the provisioning request.
- Account Setup: Upon company generation, the billing date defaults to the current date until Monitoring is enabled.
- Monitoring Activation: Once Monitoring is enabled, the system activates the Trial checkbox and enables the start/end calendar fields.
- Expiry Notifications: The system is configured to send trial expiry notifications to the partner email 4 days before the trial ends.
Constraint: If a user attempts to interact with trial calendar fields before enabling Monitoring, the system should display a prompt instructing the user to enable Monitoring first.
Ticket coverage
- CHAT-17784 — Adds two specific email addresses ([email protected] and [email protected]) to the CC list for all Order Summary emails.
- CHAT-17795 — Updates the 'Add Company' workflow to ensure the 'Gen AI' flag is disabled by default upon company creation.
- CHAT-17810 — Documents the behavior of billing trial periods, confirming that trial dates are tied to the activation of the Monitoring feature and defining the 4-day expiry notification rule.
Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumed that 'MD' refers to the Modern Dashboard interface.
- Assumed that 'operator' and 'agent' roles have distinct permissions regarding AI access as defined in the legacy vs. modern dashboard architecture.
- Assumed that the 'Lead email address' is a static configuration setting in the company profile.
graph LR
A[Visitor Initiates Chat] --> B{Language Switch?}
B -- Yes --> C{Agent Proficient?}
C -- Yes --> D[Keep Chat with Agent]
C -- No --> E[Route within Current Group]
B -- No --> F[Standard Routing]
✎ This documentation has been manually edited.
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Overview
This documentation covers recent updates to the Agent Dashboard, focusing on chat routing stability, email auto-pick logic, and the integration of Suggestive AI across legacy and modern dashboard environments.
Chat Routing and Stability
- Undefined Chat Resolution: The dashboard now correctly identifies and renders active chat sessions. Previously, certain sessions appeared as 'undefined' in the agent interface, preventing proper interaction.
- Language-Based Routing: The system ensures that when a visitor switches a chat language (e.g., to Spanish), the chat remains assigned to the original agent if they possess the required language proficiency. If the agent is not qualified, the chat is routed within the original group rather than being incorrectly reassigned to external groups.
Email Auto-Pick Logic
- Lead Email Exclusion: The system intentionally excludes email addresses that match the 'Lead email address' configured in company settings from the auto-pick functionality. This prevents conflicts where a visitor's email is erroneously treated as a lead submission when it matches the internal lead contact address.
Suggestive AI Integration
- Feature Availability: Suggestive AI is enabled for operators using the legacy dashboard.
- Constraints: Suggestive AI is explicitly disabled for the Modern Dashboard (MD) to maintain interface consistency and performance. The system is designed to ensure that operator rollover and legacy dashboard features remain uninterrupted by the presence of AI suggestions.
Ticket coverage
- CHAT-17741 — Resolved an issue where active chat sessions were incorrectly appearing as 'undefined' in the agent dashboard.
- CHAT-17769 — Fixed a routing bug where language-switched chats were incorrectly reassigned to agents outside the current group.
- CHAT-17779 — Clarified that auto-pick email functionality is designed to ignore visitor emails that match the company's designated 'Lead email address'.
- CHAT-17792 — Validated that Suggestive AI functions for operators on the legacy dashboard while remaining disabled for the Modern Dashboard (MD).
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Agent Dashboard, focusing on chat routing stability, email auto-pick logic, and the integration of Suggestive AI across legacy and modern dashboard environments.
Chat Routing and Stability
- Undefined Chat Resolution: The dashboard now correctly identifies and renders active chat sessions. Previously, certain sessions appeared as 'undefined' in the agent interface, preventing proper interaction.
- Language-Based Routing: The system ensures that when a visitor switches a chat language (e.g., to Spanish), the chat remains assigned to the original agent if they possess the required language proficiency. If the agent is not qualified, the chat is routed within the original group rather than being incorrectly reassigned to external groups.
Email Auto-Pick Logic
- Lead Email Exclusion: The system intentionally excludes email addresses that match the 'Lead email address' configured in company settings from the auto-pick functionality. This prevents conflicts where a visitor's email is erroneously treated as a lead submission when it matches the internal lead contact address.
Suggestive AI Integration
- Feature Availability: Suggestive AI is enabled for operators using the legacy dashboard.
- Constraints: Suggestive AI is explicitly disabled for the Modern Dashboard (MD) to maintain interface consistency and performance. The system is designed to ensure that operator rollover and legacy dashboard features remain uninterrupted by the presence of AI suggestions.
Ticket coverage
- CHAT-17741 — Resolved an issue where active chat sessions were incorrectly appearing as 'undefined' in the agent dashboard.
- CHAT-17769 — Fixed a routing bug where language-switched chats were incorrectly reassigned to agents outside the current group.
- CHAT-17779 — Clarified that auto-pick email functionality is designed to ignore visitor emails that match the company's designated 'Lead email address'.
- CHAT-17792 — Validated that Suggestive AI functions for operators on the legacy dashboard while remaining disabled for the Modern Dashboard (MD).
System Reporting and Data Integrity Documentation
▶ 2 earlier versions
▶ 2 assumptions
Overview
This documentation covers recent updates to system reporting, data integrity, and portal navigation. These changes ensure accurate data exports, reliable lead transmission, and improved administrative efficiency within the legacy and UIUX portals.
Data Integrity and Reporting
CSV Export Accuracy
The system now correctly populates columns in CSV exports. Previously, certain fields such as 'Appointment Association', 'Is Test', and 'Appointment Scheduling' failed to display data. Additionally, the 'Suggestive AI Bot' column has been updated to display human-readable boolean values (True/False or 1/0) instead of internal database IDs.
Lead Transmission and Email Notifications
- SMS Opt-in Consent: The system now correctly processes and sends leads for chats where SMS Opt-in consent is provided.
- Chat Transcripts: The 'Chat Transcript Email Addresses' feature is maintained to ensure that configured recipients receive transcripts for both lead and non-lead chat interactions.
- Email Sender Identity: Following a domain update, the system has been reconfigured to ensure that new lead email notifications correctly display the sender name as 'New Lead' alongside the '[email protected]' address, restoring the previous display format.
Portal Usability
Enhanced Search Functionality
To improve administrative efficiency, search functionality has been implemented across legacy portal areas previously restricted to paginated navigation. Users can now search for specific records (e.g., within the Manage Host grid) rather than manually browsing through hundreds of pages.
History Tab Accuracy
The 'History' tab has been updated to ensure that the 'Company Name' column accurately reflects the specific company associated with the history record, resolving an issue where 'VendorMax' was incorrectly displayed as the company name for all entries.
Ticket coverage
- CHAT-17759 — Patched a production issue where updating credit card numbers caused incorrect account linking.
- CHAT-17765 — Resolved a defect preventing lead transmission for chats containing SMS Opt-in consent.
- CHAT-17771 — Fixed data population issues for specific columns in CSV exports, including Appointment Association and Appointment Scheduling.
- CHAT-17778 — Investigated and deferred full encryption requirements to avoid unintended system behavior.
- CHAT-17782 — Implemented search functionality in legacy portal areas to replace manual page-by-page navigation.
- CHAT-17808 — Addressed an issue where configured email addresses were not receiving chat transcripts.
- CHAT-17811 — Updated the 'Suggestive AI Bot' column in CSV exports to display boolean values instead of internal IDs.
- CHAT-17978 — Corrected the 'Company Name' column in the History tab to display the correct company association instead of defaulting to 'VendorMax'.
- CHAT-17992 — Fixed a configuration issue in Postmark to restore the 'New Lead' sender name display for lead email notifications.
Overview
This documentation covers recent updates to system reporting, data integrity, and portal navigation. These changes ensure accurate data exports, reliable lead transmission, and improved administrative efficiency within the legacy and UIUX portals.
Data Integrity and Reporting
CSV Export Accuracy
The system now correctly populates columns in CSV exports. Previously, certain fields such as 'Appointment Association', 'Is Test', and 'Appointment Scheduling' failed to display data. Additionally, the 'Suggestive AI Bot' column has been updated to display human-readable boolean values (True/False or 1/0) instead of internal database IDs.
Lead Transmission and Email Notifications
- SMS Opt-in Consent: The system now correctly processes and sends leads for chats where SMS Opt-in consent is provided.
- Chat Transcripts: The 'Chat Transcript Email Addresses' feature is maintained to ensure that configured recipients receive transcripts for both lead and non-lead chat interactions.
Portal Usability
Enhanced Search Functionality
To improve administrative efficiency, search functionality has been implemented across legacy portal areas previously restricted to paginated navigation. Users can now search for specific records (e.g., within the Manage Host grid) rather than manually browsing through hundreds of pages.
Ticket coverage
- CHAT-17759 — Patched a production issue where updating credit card numbers caused incorrect account linking.
- CHAT-17765 — Resolved a defect preventing lead transmission for chats containing SMS Opt-in consent.
- CHAT-17771 — Fixed data population issues for specific columns in CSV exports, including Appointment Association and Appointment Scheduling.
- CHAT-17778 — Investigated and deferred full encryption requirements to avoid unintended system behavior.
- CHAT-17782 — Implemented search functionality in legacy portal areas to replace manual page-by-page navigation.
- CHAT-17808 — Addressed an issue where configured email addresses were not receiving chat transcripts.
- CHAT-17811 — Updated the 'Suggestive AI Bot' column in CSV exports to display boolean values instead of internal IDs.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The fix for CHAT-18032 involves correcting the underlying data binding for the SMS column to allow the UI grid to recognize the boolean/status values correctly.
- The 'SMS Enabled' column refers to the same feature set as the 'SMS Opt-in Consent' mentioned in lead transmission.
graph LR
A[Initiate Export] --> B[System Queries Data]
B --> C{Data Validation}
C --> D[Generate CSV with Correct Boolean/Text Values]
D --> E[Download File]
F[Trigger Lead Event] --> G[Validate SMS Consent]
G --> H[Send Email with 'New Lead' Sender Name]
I[Access Legacy Portal] --> J[Filter/Sort SMS Enabled Column]
J --> K[Display Accurate SMS Status]
✎ This documentation has been manually edited.
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Overview
This documentation covers recent updates to system reporting, data integrity, and portal navigation. These changes ensure accurate data exports, reliable lead transmission, and improved administrative efficiency within the legacy and UIUX portals.
Data Integrity and Reporting
CSV Export Accuracy
The system now correctly populates columns in CSV exports. Previously, certain fields such as 'Appointment Association', 'Is Test', and 'Appointment Scheduling' failed to display data. Additionally, the 'Suggestive AI Bot' column has been updated to display human-readable boolean values (True/False or 1/0) instead of internal database IDs.
Lead Transmission and Email Notifications
- SMS Opt-in Consent: The system now correctly processes and sends leads for chats where SMS Opt-in consent is provided.
- Chat Transcripts: The 'Chat Transcript Email Addresses' feature is maintained to ensure that configured recipients receive transcripts for both lead and non-lead chat interactions.
- Email Sender Identity: Following a domain update, the system has been reconfigured to ensure that new lead email notifications correctly display the sender name as 'New Lead' alongside the '[email protected]' address, restoring the previous display format.
Portal Usability
Enhanced Search Functionality
To improve administrative efficiency, search functionality has been implemented across legacy portal areas previously restricted to paginated navigation. Users can now search for specific records (e.g., within the Manage Host grid) rather than manually browsing through hundreds of pages.
History Tab Accuracy
The 'History' tab has been updated to ensure that the 'Company Name' column accurately reflects the specific company associated with the history record, resolving an issue where 'VendorMax' was incorrectly displayed as the company name for all entries.
SMS Enabled Column Functionality
The 'SMS Enabled' column within the legacy portal has been updated to ensure data accuracy and functional filtering. Users can now correctly sort the column in ascending or descending order and filter by 'Yes' or 'No' values, ensuring that the displayed status accurately reflects the account's SMS configuration.
Ticket coverage
- CHAT-17759 — Patched a production issue where updating credit card numbers caused incorrect account linking.
- CHAT-17765 — Resolved a defect preventing lead transmission for chats containing SMS Opt-in consent.
- CHAT-17771 — Fixed data population issues for specific columns in CSV exports, including Appointment Association and Appointment Scheduling.
- CHAT-17778 — Investigated and deferred full encryption requirements to avoid unintended system behavior.
- CHAT-17782 — Implemented search functionality in legacy portal areas to replace manual page-by-page navigation.
- CHAT-17808 — Addressed an issue where configured email addresses were not receiving chat transcripts.
- CHAT-17811 — Updated the 'Suggestive AI Bot' column in CSV exports to display boolean values instead of internal IDs.
- CHAT-17978 — Corrected the 'Company Name' column in the History tab to display the correct company association instead of defaulting to 'VendorMax'.
- CHAT-17992 — Fixed a configuration issue in Postmark to restore the 'New Lead' sender name display for lead email notifications.
- CHAT-18032 — Resolved defects in the legacy portal 'SMS Enabled' column, restoring filter functionality and data accuracy.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to system reporting, data integrity, and portal navigation. These changes ensure accurate data exports, reliable lead transmission, and improved administrative efficiency within the legacy and UIUX portals.
Data Integrity and Reporting
CSV Export Accuracy
The system now correctly populates columns in CSV exports. Previously, certain fields such as 'Appointment Association', 'Is Test', and 'Appointment Scheduling' failed to display data. Additionally, the 'Suggestive AI Bot' column has been updated to display human-readable boolean values (True/False or 1/0) instead of internal database IDs.
Lead Transmission and Email Notifications
- SMS Opt-in Consent: The system now correctly processes and sends leads for chats where SMS Opt-in consent is provided.
- Chat Transcripts: The 'Chat Transcript Email Addresses' feature is maintained to ensure that configured recipients receive transcripts for both lead and non-lead chat interactions.
- Email Sender Identity: Following a domain update, the system has been reconfigured to ensure that new lead email notifications correctly display the sender name as 'New Lead' alongside the '[email protected]' address, restoring the previous display format.
Portal Usability
Enhanced Search Functionality
To improve administrative efficiency, search functionality has been implemented across legacy portal areas previously restricted to paginated navigation. Users can now search for specific records (e.g., within the Manage Host grid) rather than manually browsing through hundreds of pages.
History Tab Accuracy
The 'History' tab has been updated to ensure that the 'Company Name' column accurately reflects the specific company associated with the history record, resolving an issue where 'VendorMax' was incorrectly displayed as the company name for all entries.
SMS Enabled Column Functionality
The 'SMS Enabled' column within the legacy portal has been updated to ensure data accuracy and functional filtering. Users can now correctly sort the column in ascending or descending order and filter by 'Yes' or 'No' values, ensuring that the displayed status accurately reflects the account's SMS configuration.
Ticket coverage
- CHAT-17759 — Patched a production issue where updating credit card numbers caused incorrect account linking.
- CHAT-17765 — Resolved a defect preventing lead transmission for chats containing SMS Opt-in consent.
- CHAT-17771 — Fixed data population issues for specific columns in CSV exports, including Appointment Association and Appointment Scheduling.
- CHAT-17778 — Investigated and deferred full encryption requirements to avoid unintended system behavior.
- CHAT-17782 — Implemented search functionality in legacy portal areas to replace manual page-by-page navigation.
- CHAT-17808 — Addressed an issue where configured email addresses were not receiving chat transcripts.
- CHAT-17811 — Updated the 'Suggestive AI Bot' column in CSV exports to display boolean values instead of internal IDs.
- CHAT-17978 — Corrected the 'Company Name' column in the History tab to display the correct company association instead of defaulting to 'VendorMax'.
- CHAT-17992 — Fixed a configuration issue in Postmark to restore the 'New Lead' sender name display for lead email notifications.
- CHAT-18032 — Resolved defects in the legacy portal 'SMS Enabled' column, restoring filter functionality and data accuracy.
Nylas Appointment Scheduler Timezone Synchronization
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system currently defaults to the visitor's browser/system timezone for slot rendering.
- The 'additional slots' reported are a result of the conversion logic between the server-side company timezone and the client-side visitor timezone.
- The scripting team or agents may trigger these issues during testing by accessing the link from different geographic locations.
graph LR
A[Agent Configures Availability] --> B[Visitor Opens Scheduler Link]
B --> C{Detect Visitor Timezone}
C --> D[Calculate Slots based on Company Settings]
D --> E[Display Adjusted Slots to Visitor]
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Overview
The Appointment Scheduler, integrated via Nylas, provides a dynamic interface for visitors to book time slots based on agent availability. This documentation addresses the handling of timezone discrepancies that can lead to the display of unexpected or additional time slots for end-users.
Timezone Behavior and Logic
The system currently calculates availability by reconciling the agent's calendar settings with the visitor's local system timezone. When a discrepancy exists between the company-defined timezone and the visitor's browser/system timezone, the scheduler may render slots that appear inconsistent with the intended availability.
User Flow
- Configuration: The administrator sets the company-wide timezone and agent availability within the Appointment Scheduler settings.
- Link Distribution: The agent shares the scheduling link with a visitor.
- Timezone Detection: Upon loading the page, the scheduler detects the visitor's local system timezone.
- Slot Calculation: The system attempts to map the agent's availability (stored in the company timezone) to the visitor's detected timezone.
- Display: The visitor views the available time slots adjusted to their local time.
Business Rules and Constraints
- Visitor-Centric Display: The scheduler is designed to prioritize the visitor's local timezone to ensure booking convenience.
- Consistency Requirement: To avoid discrepancies, it is recommended that the company settings and the Appointment page settings are aligned.
- Risk Mitigation: Modifying the scheduler to default to company settings rather than visitor settings is currently considered a high-risk change, as it would override the localized experience for all global users.
Ticket coverage
- CHAT-17760 — Investigates and addresses reports of additional or incorrect time slots appearing in the Nylas-integrated scheduler due to timezone mismatches between the visitor's system and the configured calendar settings.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler, integrated via Nylas, provides a dynamic interface for visitors to book time slots based on agent availability. This documentation addresses the handling of timezone discrepancies that can lead to the display of unexpected or additional time slots for end-users.
Timezone Behavior and Logic
The system currently calculates availability by reconciling the agent's calendar settings with the visitor's local system timezone. When a discrepancy exists between the company-defined timezone and the visitor's browser/system timezone, the scheduler may render slots that appear inconsistent with the intended availability.
User Flow
- Configuration: The administrator sets the company-wide timezone and agent availability within the Appointment Scheduler settings.
- Link Distribution: The agent shares the scheduling link with a visitor.
- Timezone Detection: Upon loading the page, the scheduler detects the visitor's local system timezone.
- Slot Calculation: The system attempts to map the agent's availability (stored in the company timezone) to the visitor's detected timezone.
- Display: The visitor views the available time slots adjusted to their local time.
Business Rules and Constraints
- Visitor-Centric Display: The scheduler is designed to prioritize the visitor's local timezone to ensure booking convenience.
- Consistency Requirement: To avoid discrepancies, it is recommended that the company settings and the Appointment page settings are aligned.
- Risk Mitigation: Modifying the scheduler to default to company settings rather than visitor settings is currently considered a high-risk change, as it would override the localized experience for all global users.
Ticket coverage
- CHAT-17760 — Investigates and addresses reports of additional or incorrect time slots appearing in the Nylas-integrated scheduler due to timezone mismatches between the visitor's system and the configured calendar settings.
AI Chatbot Script Template Management
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The user has the necessary administrative permissions to modify script configurations.
- The script templates being uploaded follow the required file format and schema expected by the AI Chatbot engine.
- The 'apexfeature1.xyz' environment mentioned in the ticket is a staging/testing environment representative of production behavior.
graph LR
A[Navigate to Script Management] --> B{Company has existing scripts?}
B -- No --> C[Upload Template]
B -- Yes --> C[Upload Template]
C --> D[System Validates Template]
D --> E[Script Successfully Applied]
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Overview
The AI Chatbot Script Management feature allows administrators to initialize chatbot behavior by uploading script templates. This functionality ensures that both new and existing companies can establish their communication workflows immediately upon setup, even if no prior script configuration exists.
Script Upload Workflow
Users can populate a company's chatbot configuration by importing script templates. This process supports the following types of imports:
- Existing Templates: Reusing previously saved configurations.
- Vertical Templates: Industry-specific scripts tailored to the company's domain.
- New Templates: Importing custom script files to define unique chatbot interactions.
Business Rules and Constraints
- Initialization: The system now correctly handles script uploads for companies that have zero pre-existing scripts, resolving previous blocking issues where the upload process would fail in empty environments.
- Compatibility: The upload functionality is consistent across both newly created companies and existing companies that have not yet initialized a script.
Ticket coverage
- CHAT-17813 — Resolves a critical bug that prevented users from uploading script templates to companies without existing scripts, ensuring full support for initial script configuration.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The AI Chatbot Script Management feature allows administrators to initialize chatbot behavior by uploading script templates. This functionality ensures that both new and existing companies can establish their communication workflows immediately upon setup, even if no prior script configuration exists.
Script Upload Workflow
Users can populate a company's chatbot configuration by importing script templates. This process supports the following types of imports:
- Existing Templates: Reusing previously saved configurations.
- Vertical Templates: Industry-specific scripts tailored to the company's domain.
- New Templates: Importing custom script files to define unique chatbot interactions.
Business Rules and Constraints
- Initialization: The system now correctly handles script uploads for companies that have zero pre-existing scripts, resolving previous blocking issues where the upload process would fail in empty environments.
- Compatibility: The upload functionality is consistent across both newly created companies and existing companies that have not yet initialized a script.
Ticket coverage
- CHAT-17813 — Resolves a critical bug that prevented users from uploading script templates to companies without existing scripts, ensuring full support for initial script configuration.
Billing, Transaction, and Subscription Management Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Voice Minutes/Retainers' feature assumes a pre-existing usage-tracking mechanism that feeds into the billing engine.
- The 'Credit Card Update' webhook assumes the system is already integrated with Stripe webhooks.
- Legacy records affected by CHAT-17812 are considered a separate data-integrity task rather than a functional bug in the new code.
graph LR
A[User Action] --> B{Action Type}
B -->|Create/Select Package| C[Validate Features]
C --> D[Save to DB]
B -->|Update Credit Card| E[Stripe Webhook]
E --> F[Log Event in DB]
B -->|Usage Threshold Reached| G[Calculate Overage]
G --> H[Update Invoice]
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Overview
This documentation covers recent updates to the billing and subscription management module, focusing on transaction history visibility, credit card lifecycle tracking, usage-based billing, and package management stability.
Transaction History
The system now correctly synchronizes and displays transaction history for newly created Stripe customers.
*Note: Customers created prior to the fix may still experience missing history in the UI. Manual reconciliation or data migration may be required for legacy records affected before the patch.
Credit Card Lifecycle Management
The system now includes a webhook listener to capture 'Credit Card Update' events. When a user updates their payment method in Stripe, the event is automatically logged in the internal database, ensuring the audit trail for payment methods remains current.
Usage-Based Billing
The billing engine now supports Voice Minutes and Retainer-based models, including automated calculation of overage fees. This allows for flexible billing cycles where customers are charged a base rate for a set amount of minutes/retainers, with additional costs applied automatically based on consumption.
Package and Quote Management
Users can now create and select packages during the quote creation process without encountering system errors. The system ensures that all associated features are correctly persisted when a package is saved, preventing incomplete package records.
Ticket coverage
- CHAT-17812 — Fixes a bug where transaction history was blank for new Stripe customers, though legacy records may still require manual attention.
- CHAT-17839 — Implements a webhook to capture and log credit card update events for improved payment method tracking.
- CHAT-17879 — Extends the billing engine to support voice minutes, retainers, and automated overage fee calculations.
- CHAT-17880 — Resolves errors during package creation and selection, ensuring all features are correctly saved and displayed in quotes.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the billing and subscription management module, focusing on transaction history visibility, credit card lifecycle tracking, usage-based billing, and package management stability.
Transaction History
The system now correctly synchronizes and displays transaction history for newly created Stripe customers.
*Note: Customers created prior to the fix may still experience missing history in the UI. Manual reconciliation or data migration may be required for legacy records affected before the patch.
Credit Card Lifecycle Management
The system now includes a webhook listener to capture 'Credit Card Update' events. When a user updates their payment method in Stripe, the event is automatically logged in the internal database, ensuring the audit trail for payment methods remains current.
Usage-Based Billing
The billing engine now supports Voice Minutes and Retainer-based models, including automated calculation of overage fees. This allows for flexible billing cycles where customers are charged a base rate for a set amount of minutes/retainers, with additional costs applied automatically based on consumption.
Package and Quote Management
Users can now create and select packages during the quote creation process without encountering system errors. The system ensures that all associated features are correctly persisted when a package is saved, preventing incomplete package records.
Ticket coverage
- CHAT-17812 — Fixes a bug where transaction history was blank for new Stripe customers, though legacy records may still require manual attention.
- CHAT-17839 — Implements a webhook to capture and log credit card update events for improved payment method tracking.
- CHAT-17879 — Extends the billing engine to support voice minutes, retainers, and automated overage fee calculations.
- CHAT-17880 — Resolves errors during package creation and selection, ensuring all features are correctly saved and displayed in quotes.
Portal Authentication and Access Control Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Error retrieving user information' in CHAT-17814 is likely caused by a mismatch in user metadata or a failure in the Auth0-to-Portal sync service.
- The session failure in CHAT-17849 is caused by the JWT or session cookie exceeding size limits due to the high volume of role data.
- The 'new PortalDashboard' mentioned in the tickets refers to the current production-facing dashboard interface.
graph LR
A[User Initiates SSO Login] --> B[Auth0 Authentication]
B --> C{Auth Success?}
C -- No --> D[Display Error: Error retrieving user information]
C -- Yes --> E[Load Portal Dashboard]
E --> F{Validate Permissions}
F -- Payload Too Large --> G[Session Terminated / Redirect to Login]
F -- Payload Valid --> H[Dashboard Access Granted]
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Overview
This documentation outlines the authentication and session management behaviors for the Portal Dashboard, specifically addressing issues related to SSO integration and high-volume permission handling.
SSO Authentication Flow
The portal utilizes Auth0 for Single Sign-On (SSO) authentication. When a user attempts to log in, the system retrieves user profile information from the identity provider. If the synchronization between the portal database and Auth0 fails, the system returns an "Error retrieving user information" message, preventing access.
Permission-Based Session Management
The Portal Dashboard validates user roles upon initialization. Users assigned a high volume of permissions may experience session instability. In these instances, the system successfully completes the initial authentication handshake but fails to maintain the session state during subsequent dashboard interactions, resulting in an automatic redirect to the login screen.
Business Rules and Constraints
- SSO Synchronization: Users must exist in both the portal database and the Auth0 identity provider. Manual deletion and recreation of user records do not guarantee resolution if the underlying synchronization error persists.
- Permission Limits: The dashboard session handler has a constraint regarding the payload size of user permissions. Users with an extensive list of roles may exceed the session token capacity, leading to forced logouts.
Ticket coverage
- CHAT-17814 — Resolves an "Error retrieving user information" bug occurring during SSO login for specific company keys, even after manual user record synchronization.
- CHAT-17849 — Addresses a session stability issue where users with a high number of assigned roles are prematurely logged out of the Portal Dashboard after successful authentication.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines the authentication and session management behaviors for the Portal Dashboard, specifically addressing issues related to SSO integration and high-volume permission handling.
SSO Authentication Flow
The portal utilizes Auth0 for Single Sign-On (SSO) authentication. When a user attempts to log in, the system retrieves user profile information from the identity provider. If the synchronization between the portal database and Auth0 fails, the system returns an "Error retrieving user information" message, preventing access.
Permission-Based Session Management
The Portal Dashboard validates user roles upon initialization. Users assigned a high volume of permissions may experience session instability. In these instances, the system successfully completes the initial authentication handshake but fails to maintain the session state during subsequent dashboard interactions, resulting in an automatic redirect to the login screen.
Business Rules and Constraints
- SSO Synchronization: Users must exist in both the portal database and the Auth0 identity provider. Manual deletion and recreation of user records do not guarantee resolution if the underlying synchronization error persists.
- Permission Limits: The dashboard session handler has a constraint regarding the payload size of user permissions. Users with an extensive list of roles may exceed the session token capacity, leading to forced logouts.
Ticket coverage
- CHAT-17814 — Resolves an "Error retrieving user information" bug occurring during SSO login for specific company keys, even after manual user record synchronization.
- CHAT-17849 — Addresses a session stability issue where users with a high number of assigned roles are prematurely logged out of the Portal Dashboard after successful authentication.
Chat Widget UI/UX Refinements and Stability Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD Plus' theme requires specific backend group configurations to function.
- The 'Disable Popup' setting is a profile-level configuration that interacts with mobile-specific scripts.
- The 'Send' button styling request (CHAT-17877) is a feature request/bug report for future implementation.
graph LR
A[User Opens Widget] --> B{Is Pre-Chat Active?}
B -- Yes --> C[Display Pre-Chat]
C --> D[User Clicks X]
D --> E[Widget Closes]
B -- No --> F[Active Chat Session]
F --> G{Session Ends?}
G -- Yes --> H[Suppress Poke Messages]
G -- No --> I[Allow Input/Interaction]
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Overview
This documentation covers recent stability improvements and UI/UX refinements for the chat widget. These updates focus on resolving session initialization errors, correcting mobile interaction behaviors, and ensuring consistent UI states for pre-chat and active chat sessions.
Core Functionality and Flows
Chat Initialization and Session Management
- Initialization: The chat widget requires proper group assignment at the company level to initialize. If a company is not assigned to a group, the widget may fail to start.
- Language Support: The widget supports multi-language initialization (e.g., Spanish). Errors occurring during language-specific initialization are resolved to prevent widget disappearance.
- Revisiting Users: When a user revisits a website, the chat input field remains accessible to allow for message submission, even in scenarios where no agent or operator is currently available.
Mobile and UI Interaction Rules
- Pre-Chat Behavior: The pre-chat bubble is designed to remain hidden while the chat widget is in an open state. It only appears if the user explicitly closes the widget.
- Mobile Interaction: Closing the pre-chat pop-up via the 'X' button now correctly maintains the closed state, preventing the widget from automatically reopening.
- Poke Messages: System-generated 'poke' messages are strictly limited to active chat sessions and are suppressed once a session has concluded.
Ticket Coverage
- CHAT-17815 — Resolved an issue where the chat failed to start with the RD Plus theme by ensuring proper company-to-group assignment.
- CHAT-17822 — Fixed a console error and widget disappearance issue occurring during the initialization of Spanish-language chat sessions.
- CHAT-17832 — Corrected a configuration issue where the 'Disable Popup' profile setting prevented mobile chat from functioning correctly.
- CHAT-17835 — Fixed a bug where the pre-chat bubble would incorrectly reappear while the chat widget was already open.
- CHAT-17853 — Resolved an issue where the chat box would automatically reopen on mobile devices after a user closed the pre-chat pop-up using the 'X' button.
- CHAT-17867 — Ensured the chat input field remains open and functional for returning visitors, even when no operators are available.
- CHAT-17876 — Implemented a fix to ensure 'poke' messages are no longer displayed to users after a chat session has ended.
- CHAT-17877 — Identified a requirement to allow CSS styling of the 'Send' button within the active chat interface via the portal's Themes section.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent stability improvements and UI/UX refinements for the chat widget. These updates focus on resolving session initialization errors, correcting mobile interaction behaviors, and ensuring consistent UI states for pre-chat and active chat sessions.
Core Functionality and Flows
Chat Initialization and Session Management
- Initialization: The chat widget requires proper group assignment at the company level to initialize. If a company is not assigned to a group, the widget may fail to start.
- Language Support: The widget supports multi-language initialization (e.g., Spanish). Errors occurring during language-specific initialization are resolved to prevent widget disappearance.
- Revisiting Users: When a user revisits a website, the chat input field remains accessible to allow for message submission, even in scenarios where no agent or operator is currently available.
Mobile and UI Interaction Rules
- Pre-Chat Behavior: The pre-chat bubble is designed to remain hidden while the chat widget is in an open state. It only appears if the user explicitly closes the widget.
- Mobile Interaction: Closing the pre-chat pop-up via the 'X' button now correctly maintains the closed state, preventing the widget from automatically reopening.
- Poke Messages: System-generated 'poke' messages are strictly limited to active chat sessions and are suppressed once a session has concluded.
Ticket Coverage
- CHAT-17815 — Resolved an issue where the chat failed to start with the RD Plus theme by ensuring proper company-to-group assignment.
- CHAT-17822 — Fixed a console error and widget disappearance issue occurring during the initialization of Spanish-language chat sessions.
- CHAT-17832 — Corrected a configuration issue where the 'Disable Popup' profile setting prevented mobile chat from functioning correctly.
- CHAT-17835 — Fixed a bug where the pre-chat bubble would incorrectly reappear while the chat widget was already open.
- CHAT-17853 — Resolved an issue where the chat box would automatically reopen on mobile devices after a user closed the pre-chat pop-up using the 'X' button.
- CHAT-17867 — Ensured the chat input field remains open and functional for returning visitors, even when no operators are available.
- CHAT-17876 — Implemented a fix to ensure 'poke' messages are no longer displayed to users after a chat session has ended.
- CHAT-17877 — Identified a requirement to allow CSS styling of the 'Send' button within the active chat interface via the portal's Themes section.
Agent Dashboard Lead Management Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Enable Lead Marketing' flag is a boolean toggle that determines the 'Active' or 'Inactive' status displayed in the marketing grid.
- Internal users have the necessary permissions to view the new columns in the Host tab.
- The 'Details & Assignment' tab consolidation is implemented based on the most efficient technical path for the current architecture.
graph LR
A[Visitor sends contact info in Chat] --> B[System parses transcript]
B --> C{Detection Successful?}
C -->|Yes| D[Auto-populate Send Lead form]
C -->|No| E[Agent manually triggers detection]
D --> F[Agent submits Lead]
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Overview
This documentation covers recent updates to the Agent Dashboard, focusing on improved visibility for host and marketing data, and critical bug fixes for the Send Lead form automation.
Host Tab Enhancements
The Host tab has been expanded to provide internal users with deeper insights into host associations and lead history. The following columns are now available:
- Domain: The host's associated domain.
- Association: The specific entity or group the host is associated with.
- Last Lead Date: The timestamp of the most recent lead generated by the host.
- Partner Email: The primary contact email for the partner.
- Partner Onboarding Email: The dedicated email address used for partner onboarding.
Content Marketing Management
The Content Marketing section has been consolidated to improve workflow efficiency.
- Consolidation: The interface is now streamlined into a single view (or two tabs: Details & Assignment, if technical constraints require separation).
- Status Tracking: A new 'Status' column displays the marketing campaign state (Active or Inactive) based on the 'Enable Lead Marketing' flag.
- Filtering: Users can filter the view by 'All', 'Active', or 'Inactive' statuses.
- Default View: The grid displays all campaign statuses by default.
Send Lead Form Automation
To ensure accurate lead capture, the Send Lead form now correctly parses contact information from chat transcripts.
- Latest Email Population: The system is updated to ensure the most recent email sent by a visitor during a multi-email chat session is automatically populated in the Send Lead form.
- Real-time Detection: The system now detects phone numbers and email addresses from the chat transcript dynamically, eliminating the need for agents to manually refresh the form to trigger detection.
Ticket coverage
- CHAT-17816 — Adds five new columns (Domain, Association, Last lead date, Partner email, Partner onboarding email) to the Host tab for internal users.
- CHAT-17826 — Consolidates marketing tabs and adds a 'Status' column with filtering capabilities to track the 'Enable Lead Marketing' flag.
- CHAT-17847 — Fixes a bug where the Send Lead form failed to auto-populate the most recent email address provided by a visitor in a multi-message chat.
- CHAT-17850 — Resolves an issue where phone and email detection in the Send Lead form required a manual page refresh to function correctly.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Agent Dashboard, focusing on improved visibility for host and marketing data, and critical bug fixes for the Send Lead form automation.
Host Tab Enhancements
The Host tab has been expanded to provide internal users with deeper insights into host associations and lead history. The following columns are now available:
- Domain: The host's associated domain.
- Association: The specific entity or group the host is associated with.
- Last Lead Date: The timestamp of the most recent lead generated by the host.
- Partner Email: The primary contact email for the partner.
- Partner Onboarding Email: The dedicated email address used for partner onboarding.
Content Marketing Management
The Content Marketing section has been consolidated to improve workflow efficiency.
- Consolidation: The interface is now streamlined into a single view (or two tabs: Details & Assignment, if technical constraints require separation).
- Status Tracking: A new 'Status' column displays the marketing campaign state (Active or Inactive) based on the 'Enable Lead Marketing' flag.
- Filtering: Users can filter the view by 'All', 'Active', or 'Inactive' statuses.
- Default View: The grid displays all campaign statuses by default.
Send Lead Form Automation
To ensure accurate lead capture, the Send Lead form now correctly parses contact information from chat transcripts.
- Latest Email Population: The system is updated to ensure the most recent email sent by a visitor during a multi-email chat session is automatically populated in the Send Lead form.
- Real-time Detection: The system now detects phone numbers and email addresses from the chat transcript dynamically, eliminating the need for agents to manually refresh the form to trigger detection.
Ticket coverage
- CHAT-17816 — Adds five new columns (Domain, Association, Last lead date, Partner email, Partner onboarding email) to the Host tab for internal users.
- CHAT-17826 — Consolidates marketing tabs and adds a 'Status' column with filtering capabilities to track the 'Enable Lead Marketing' flag.
- CHAT-17847 — Fixes a bug where the Send Lead form failed to auto-populate the most recent email address provided by a visitor in a multi-message chat.
- CHAT-17850 — Resolves an issue where phone and email detection in the Send Lead form required a manual page refresh to function correctly.
Chat Lead Form Data Integrity
▶ 1 earlier version
▶ 2 assumptions
Overview
This documentation covers the data integrity and persistence mechanisms for the Chat Lead Form. It ensures that contact information (phone and email) captured during a chat session is accurately reflected, persisted across session states, and correctly formatted for agent and admin workflows.
User Flow
- Data Capture: The system extracts phone and email information from the chat transcript.
- Form Population: Extracted data is presented in the Lead Form dropdown for selection.
- Manual Override: Agents may manually update contact details within the Lead Form before submission.
- Persistence: Upon submission, the system saves the updated contact information. This data is designed to persist when the chat is closed and subsequently reopened.
- Verification: The Admin and Agent dashboards retrieve and display the stored contact information, ensuring consistency in encryption and formatting.
Business Rules and Constraints
- Persistence: Manually updated contact information must remain consistent across both Agent and Admin dashboards after a chat is reopened.
- Encryption: Sensitive contact data (phone/email) must be displayed in an encrypted format in the UI to maintain data privacy standards.
- Formatting: Phone numbers are subject to automatic country code formatting. The system must prevent duplicate entries when a user submits a number without a country code.
Ticket coverage
- CHAT-17819 — Ensures that updated phone and email addresses in the Lead Form persist correctly upon reopening a chat instead of reverting to transcript defaults.
- CHAT-17823 — Resolves a UI bug where submitting a phone number without a country code caused duplicate entries (raw vs. formatted) in the dropdown.
- CHAT-17824 — Confirmed as a configuration issue for specific agent groups; ensures phone numbers are correctly detected from the transcript.
- CHAT-17825 — Tracks a feature request for MD-specific users to select transcript data directly into the Lead Form; currently deferred.
- CHAT-17838 — Fixes a synchronization issue where manually updated contact info failed to persist on the Agent Dashboard after a chat was closed and reopened.
- CHAT-17844 — Addressed an intermittent exception error occurring during lead submission when contact fields were updated.
- CHAT-17858 — Tracks an issue where manually updated emails appear in plain text instead of encrypted format upon reopening a chat.
- CHAT-17862 — Fixes a display bug in the Admin Dashboard where both encrypted and raw phone numbers were visible simultaneously for SMS chats.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'mapped questions' refer to the CTA (Call to Action) configuration within the chat flow.
- Unassigned chats are not considered 'leads' in the system until the assignment criteria are met, explaining why some chats with contact data were not appearing as leads.
graph LR
A[Extract Transcript Data] --> B[Populate Lead Form]
B --> C{Agent Update?}
C -- Yes --> D[Update Lead Form Fields]
C -- No --> E{Mapped Questions Complete?}
D --> E
E -- No --> F[Wait for User Input]
E -- Yes --> G[Submit Lead]
G --> H[Persist Data]
H --> I[Reopen Chat]
I --> J[Display Encrypted/Formatted Data]
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Overview
This documentation covers the data integrity and persistence mechanisms for the Chat Lead Form. It ensures that contact information (phone and email) captured during a chat session is accurately reflected, persisted across session states, and correctly formatted for agent and admin workflows. It also defines the conditions under which lead assignment occurs.
User Flow
- Data Capture: The system extracts phone and email information from the chat transcript.
- Form Population: Extracted data is presented in the Lead Form dropdown for selection.
- Manual Override: Agents may manually update contact details within the Lead Form before submission.
- Lead Assignment: The system monitors chat engagement. Lead assignment to an agent is contingent upon the visitor completing all mapped CTA questions. Chats where the visitor has not completed these questions remain unassigned, even if contact data is present.
- Persistence: Upon submission, the system saves the updated contact information. This data is designed to persist when the chat is closed and subsequently reopened.
- Verification: The Admin and Agent dashboards retrieve and display the stored contact information, ensuring consistency in encryption and formatting.
Business Rules and Constraints
- Persistence: Manually updated contact information must remain consistent across both Agent and Admin dashboards after a chat is reopened.
- Encryption: Sensitive contact data (phone/email) must be displayed in an encrypted format in the UI to maintain data privacy standards.
- Formatting: Phone numbers are subject to automatic country code formatting. The system must prevent duplicate entries when a user submits a number without a country code.
- Assignment Logic: Lead submission and agent assignment are blocked until the visitor completes all required mapped questions in the chat flow.
Ticket coverage
- CHAT-17819 — Ensures that updated phone and email addresses in the Lead Form persist correctly upon reopening a chat instead of reverting to transcript defaults.
- CHAT-17823 — Resolves a UI bug where submitting a phone number without a country code caused duplicate entries (raw vs. formatted) in the dropdown.
- CHAT-17824 — Confirmed as a configuration issue for specific agent groups; ensures phone numbers are correctly detected from the transcript.
- CHAT-17825 — Tracks a feature request for MD-specific users to select transcript data directly into the Lead Form; currently deferred.
- CHAT-17838 — Fixes a synchronization issue where manually updated contact info failed to persist on the Agent Dashboard after a chat was closed and reopened.
- CHAT-17844 — Addressed an intermittent exception error occurring during lead submission when contact fields were updated.
- CHAT-17858 — Tracks an issue where manually updated emails appear in plain text instead of encrypted format upon reopening a chat.
- CHAT-17862 — Fixes a display bug in the Admin Dashboard where both encrypted and raw phone numbers were visible simultaneously for SMS chats.
- CHAT-18023 — Clarifies that chats containing contact information are not automatically assigned as leads until the visitor completes all mapped CTA questions.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the data integrity and persistence mechanisms for the Chat Lead Form. It ensures that contact information (phone and email) captured during a chat session is accurately reflected, persisted across session states, and correctly formatted for agent and admin workflows. It also defines the conditions under which lead assignment occurs.
User Flow
- Data Capture: The system extracts phone and email information from the chat transcript.
- Form Population: Extracted data is presented in the Lead Form dropdown for selection.
- Manual Override: Agents may manually update contact details within the Lead Form before submission.
- Lead Assignment: The system monitors chat engagement. Lead assignment to an agent is contingent upon the visitor completing all mapped CTA questions. Chats where the visitor has not completed these questions remain unassigned, even if contact data is present.
- Persistence: Upon submission, the system saves the updated contact information. This data is designed to persist when the chat is closed and subsequently reopened.
- Verification: The Admin and Agent dashboards retrieve and display the stored contact information, ensuring consistency in encryption and formatting.
Business Rules and Constraints
- Persistence: Manually updated contact information must remain consistent across both Agent and Admin dashboards after a chat is reopened.
- Encryption: Sensitive contact data (phone/email) must be displayed in an encrypted format in the UI to maintain data privacy standards.
- Formatting: Phone numbers are subject to automatic country code formatting. The system must prevent duplicate entries when a user submits a number without a country code.
- Assignment Logic: Lead submission and agent assignment are blocked until the visitor completes all required mapped questions in the chat flow.
Ticket coverage
- CHAT-17819 — Ensures that updated phone and email addresses in the Lead Form persist correctly upon reopening a chat instead of reverting to transcript defaults.
- CHAT-17823 — Resolves a UI bug where submitting a phone number without a country code caused duplicate entries (raw vs. formatted) in the dropdown.
- CHAT-17824 — Confirmed as a configuration issue for specific agent groups; ensures phone numbers are correctly detected from the transcript.
- CHAT-17825 — Tracks a feature request for MD-specific users to select transcript data directly into the Lead Form; currently deferred.
- CHAT-17838 — Fixes a synchronization issue where manually updated contact info failed to persist on the Agent Dashboard after a chat was closed and reopened.
- CHAT-17844 — Addressed an intermittent exception error occurring during lead submission when contact fields were updated.
- CHAT-17858 — Tracks an issue where manually updated emails appear in plain text instead of encrypted format upon reopening a chat.
- CHAT-17862 — Fixes a display bug in the Admin Dashboard where both encrypted and raw phone numbers were visible simultaneously for SMS chats.
- CHAT-18023 — Clarifies that chats containing contact information are not automatically assigned as leads until the visitor completes all mapped CTA questions.
AI Chatbot Configuration and Localization Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'standard profile configuration area' refers to the existing administrative UI where chatbot settings are managed.
- The system automatically maps the selected language from the dropdown to the corresponding AI training model.
- The 'Language' section mentioned refers to the global account-level language settings.
graph LR
A[Visitor opens Chatbot] --> B{Languages > ENG?}
B -- Yes --> C[Display Language Dropdown]
C --> D[User selects language]
D --> E[Chatbot updates language context]
B -- No --> E
E --> F[Display Consent Message]
F --> G[Chat session begins]
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Overview
This documentation covers the configuration enhancements for the AI Chatbot, specifically regarding consent message management and multi-language support. These updates provide administrators with greater control over the chatbot's initial interaction and user experience.
Consent Message Customization
Administrators can now override the default, hardcoded AI Chatbot consent disclaimer. By navigating to the standard profile configuration area, users can define a custom message that replaces the system default. This change removes previous technical constraints related to Twilio integrations, restoring full administrative control over the disclaimer text.
Language Selection
To improve accessibility for non-English speaking users, the AI Chatbot now features a language selection dropdown.
User Flow
- The system detects the languages enabled within the account's 'Language' section.
- If the chatbot is configured for languages other than English (ENG, ENG SMS, ENG_SB), the language dropdown is rendered in the chat interface.
- The visitor selects their preferred language from the dropdown.
- The chatbot adjusts its response language based on the user's selection, rather than relying solely on the visitor's initial input language.
Ticket coverage
- CHAT-17820 — Removes the hardcoded AI Chatbot consent disclaimer and restores the ability for internal users to customize this message via the standard profile configuration area.
- CHAT-17859 — Introduces a language selection dropdown to the AI Chatbot interface, triggered when the account supports languages beyond standard English variants, allowing users to manually set their preferred language.
Business Rules and Constraints
- The language dropdown only appears if the account has languages configured outside of the standard English (ENG, ENG SMS, ENG_SB) set.
- Language detection is synchronized with the existing 'Language' section settings within the account profile.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the configuration enhancements for the AI Chatbot, specifically regarding consent message management and multi-language support. These updates provide administrators with greater control over the chatbot's initial interaction and user experience.
Consent Message Customization
Administrators can now override the default, hardcoded AI Chatbot consent disclaimer. By navigating to the standard profile configuration area, users can define a custom message that replaces the system default. This change removes previous technical constraints related to Twilio integrations, restoring full administrative control over the disclaimer text.
Language Selection
To improve accessibility for non-English speaking users, the AI Chatbot now features a language selection dropdown.
User Flow
- The system detects the languages enabled within the account's 'Language' section.
- If the chatbot is configured for languages other than English (ENG, ENG SMS, ENG_SB), the language dropdown is rendered in the chat interface.
- The visitor selects their preferred language from the dropdown.
- The chatbot adjusts its response language based on the user's selection, rather than relying solely on the visitor's initial input language.
Ticket coverage
- CHAT-17820 — Removes the hardcoded AI Chatbot consent disclaimer and restores the ability for internal users to customize this message via the standard profile configuration area.
- CHAT-17859 — Introduces a language selection dropdown to the AI Chatbot interface, triggered when the account supports languages beyond standard English variants, allowing users to manually set their preferred language.
Business Rules and Constraints
- The language dropdown only appears if the account has languages configured outside of the standard English (ENG, ENG SMS, ENG_SB) set.
- Language detection is synchronized with the existing 'Language' section settings within the account profile.
Twilio Toll-Free SMS Verification Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Business Registration Type' is set to 'Other' globally for all users without exception.
- The system uses a standard API integration to push data to Twilio once the provisioning request is finalized.
- The 'SMS' flag is a mandatory selection for internal users during the quote process.
graph LR
A[Start Quote] --> B{SMS Required?}
B -- No --> C[Proceed without SMS fields]
B -- Yes --> D[Display Registration Fields]
D --> E[Validate Input]
E --> F[Save to Quote/Account/Provisioning]
F --> G[Send to Twilio Verification]
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Overview
This feature enables the collection and transmission of mandatory regulatory information required for Twilio Toll-Free SMS verification. By integrating these fields into the quote, provisioning, and account management workflows, the system ensures compliance with carrier requirements for SMS-enabled numbers.
Workflow
- Quote Creation: During the onboarding quote process, an internal user selects an 'SMS' flag (Yes/No).
- Conditional Display: If 'Yes' is selected, the system displays mandatory fields: 'Business Registration Issuing Country' and 'Business Registration Number'.
- Validation: The system enforces data entry; if the user attempts to save or create the record without completing these fields, a warning message is triggered.
- Data Persistence: Captured data is saved at the Quote, Provisioning, Account, and Company levels to ensure consistency and support re-application for rejected or unverified numbers.
- Transmission: The system automatically maps and sends this information to Twilio during the number verification process.
Business Rules & Constraints
- Hardcoded Values: 'Business Type' and 'Business Registration Type' are handled automatically by the backend as 'Other' and do not require user input.
- Persistence: Data must be accessible at the Company/Account level to allow for re-verification of rejected numbers.
- Mandatory Fields: The system requires the Issuing Country and Registration Number for all SMS-enabled Toll-Free requests.
Ticket coverage
- CHAT-17821 — Implements the UI/UX logic for the SMS flag and the conditional display of mandatory business registration fields.
- CHAT-17842 — Ensures the persistence of additional Twilio fields across Quotes, Provisioning, Accounts, and Companies.
- CHAT-17843 — Handles the backend integration to transmit the collected registration data to Twilio for number verification.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature enables the collection and transmission of mandatory regulatory information required for Twilio Toll-Free SMS verification. By integrating these fields into the quote, provisioning, and account management workflows, the system ensures compliance with carrier requirements for SMS-enabled numbers.
Workflow
- Quote Creation: During the onboarding quote process, an internal user selects an 'SMS' flag (Yes/No).
- Conditional Display: If 'Yes' is selected, the system displays mandatory fields: 'Business Registration Issuing Country' and 'Business Registration Number'.
- Validation: The system enforces data entry; if the user attempts to save or create the record without completing these fields, a warning message is triggered.
- Data Persistence: Captured data is saved at the Quote, Provisioning, Account, and Company levels to ensure consistency and support re-application for rejected or unverified numbers.
- Transmission: The system automatically maps and sends this information to Twilio during the number verification process.
Business Rules & Constraints
- Hardcoded Values: 'Business Type' and 'Business Registration Type' are handled automatically by the backend as 'Other' and do not require user input.
- Persistence: Data must be accessible at the Company/Account level to allow for re-verification of rejected numbers.
- Mandatory Fields: The system requires the Issuing Country and Registration Number for all SMS-enabled Toll-Free requests.
Ticket coverage
- CHAT-17821 — Implements the UI/UX logic for the SMS flag and the conditional display of mandatory business registration fields.
- CHAT-17842 — Ensures the persistence of additional Twilio fields across Quotes, Provisioning, Accounts, and Companies.
- CHAT-17843 — Handles the backend integration to transmit the collected registration data to Twilio for number verification.
Chat Widget Popup Overlay Logic and Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'default timer' mentioned is a system-wide setting managed at the backend level.
- The 'SPA' reference in CHAT-17851 refers to Single Page Application accounts requiring localized UI elements.
- The 'Agent Script' greeting type is a prerequisite for specific bot-enabled accounts to function correctly with the new overlay logic.
graph LR
A[Page Load] --> B{Overlay Enabled?}
B -- Yes --> C[Show Popup Overlay]
B -- No --> D[Show Pre-chat Bubble]
C --> E{User Action}
E -- Click No --> F[Wait for Timer]
F --> D
E -- Click Yes --> G[Open Pre-chat Widget]
G --> H[Display Configured Message]
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Overview
The Chat Widget Popup Overlay provides an introductory engagement layer that appears before the standard pre-chat bubble. This feature is designed to improve user engagement while ensuring the widget does not negatively impact website layout, SEO, or mobile usability. The system now supports localized button text and ensures consistent message delivery across different interaction states.
User Flow
- Initialization: When a page loads with the Popup Overlay enabled, the system suppresses the standard pre-chat bubble.
- Overlay Display: The Popup Overlay appears to the user. The text for the 'Yes' and 'No' buttons is pulled from the account's profile configuration.
- Interaction:
- If 'No' is selected: The overlay is dismissed. After a predefined delay (company-specific or default timer), the pre-chat bubble appears.
- If 'Yes' is selected: The overlay is dismissed, and the pre-chat widget opens immediately.
- Message Delivery: Upon opening the pre-chat widget, the system displays the specifically configured pre-chat message rather than the default profile message.
Business Rules & Configuration
- Localization: Administrators can customize the text for 'Yes' and 'No' buttons within the profile settings to support multi-language requirements (SPA accounts).
- Message Consistency: The system is hard-coded to prioritize the 'Applied/Configured' pre-chat message over the 'Default' profile message, regardless of whether the user triggered the chat via the overlay or by manually opening the widget.
- Cross-Platform: This logic is enforced consistently across Desktop, Tablet, and Mobile devices.
Ticket coverage
- CHAT-17829 — Implements logic to suppress the pre-chat bubble while the popup overlay is active, showing the bubble only after the overlay is dismissed or the timer expires.
- CHAT-17851 — Adds configurable fields to the profile settings to allow customization of 'Yes' and 'No' button labels for multi-language support.
- CHAT-17857 — Fixes a bug where the default profile message was incorrectly displayed instead of the configured pre-chat message when the widget was opened via the overlay or manual interaction.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget Popup Overlay provides an introductory engagement layer that appears before the standard pre-chat bubble. This feature is designed to improve user engagement while ensuring the widget does not negatively impact website layout, SEO, or mobile usability. The system now supports localized button text and ensures consistent message delivery across different interaction states.
User Flow
- Initialization: When a page loads with the Popup Overlay enabled, the system suppresses the standard pre-chat bubble.
- Overlay Display: The Popup Overlay appears to the user. The text for the 'Yes' and 'No' buttons is pulled from the account's profile configuration.
- Interaction:
- If 'No' is selected: The overlay is dismissed. After a predefined delay (company-specific or default timer), the pre-chat bubble appears.
- If 'Yes' is selected: The overlay is dismissed, and the pre-chat widget opens immediately.
- Message Delivery: Upon opening the pre-chat widget, the system displays the specifically configured pre-chat message rather than the default profile message.
Business Rules & Configuration
- Localization: Administrators can customize the text for 'Yes' and 'No' buttons within the profile settings to support multi-language requirements (SPA accounts).
- Message Consistency: The system is hard-coded to prioritize the 'Applied/Configured' pre-chat message over the 'Default' profile message, regardless of whether the user triggered the chat via the overlay or by manually opening the widget.
- Cross-Platform: This logic is enforced consistently across Desktop, Tablet, and Mobile devices.
Ticket coverage
- CHAT-17829 — Implements logic to suppress the pre-chat bubble while the popup overlay is active, showing the bubble only after the overlay is dismissed or the timer expires.
- CHAT-17851 — Adds configurable fields to the profile settings to allow customization of 'Yes' and 'No' button labels for multi-language support.
- CHAT-17857 — Fixes a bug where the default profile message was incorrectly displayed instead of the configured pre-chat message when the widget was opened via the overlay or manual interaction.
Voice Intake and Reporting Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- Assumed that the API endpoint /portal/voiceintakes requires standard authentication/authorization protocols.
- Assumed that the 'N/A' value for historical leads is a permanent state and will not be backfilled.
- Assumed that the partner workaround mentioned in CHAT-17845 does not negate the need for the API development in CHAT-17846.
graph LR
A[Partner Request] --> B[API Endpoint /portal/voiceintakes]
B --> C{Validate Auth}
C -->|Authorized| D[Fetch Voice Intake Data]
D --> E[Return Data to Partner]
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Overview
The Voice Intake and Reporting module provides tools for managing and auditing incoming voice leads. This documentation covers the recent resolution of language identification issues and the ongoing development of programmatic data access for external partners.
Language Identification in Voice Intake
The Voice Intake grid now includes a 'Language' column that identifies the language of incoming leads (e.g., ENG or SPA). Users can filter and export data based on this column.
Business Rules and Constraints
- Historical Data: The language identification feature is only applicable to leads generated after the implementation of the fix. Historical leads prior to the deployment will continue to display 'N/A' as the language value.
- Data Source: The language value is populated by the Voice Portal backend. If the backend does not provide a value, the grid displays 'N/A'.
Programmatic Data Access
To support partner requirements (specifically OVCLawyerMarketing), the system is currently developing a public API endpoint to allow for the automated fetching of voice intake data.
System Flow
- Request: The partner initiates a request to the
/portal/voiceintakesendpoint. - Authentication/Authorization: The system validates the partner's credentials (implied).
- Data Retrieval: The system queries the Voice Intake database.
- Response: The system returns the requested voice intake data in the defined API format.
Ticket coverage
- CHAT-17834 — Resolved an issue where the Language column displayed 'N/A' by integrating backend language data; note that this only applies to future leads.
- CHAT-17845 — Tracks the requirement for partners to programmatically access reporting data, currently in progress.
- CHAT-17846 — Defines the technical task to expose the
/portal/voiceintakesendpoint as a public API for partner reporting.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice Intake and Reporting module provides tools for managing and auditing incoming voice leads. This documentation covers the recent resolution of language identification issues and the ongoing development of programmatic data access for external partners.
Language Identification in Voice Intake
The Voice Intake grid now includes a 'Language' column that identifies the language of incoming leads (e.g., ENG or SPA). Users can filter and export data based on this column.
Business Rules and Constraints
- Historical Data: The language identification feature is only applicable to leads generated after the implementation of the fix. Historical leads prior to the deployment will continue to display 'N/A' as the language value.
- Data Source: The language value is populated by the Voice Portal backend. If the backend does not provide a value, the grid displays 'N/A'.
Programmatic Data Access
To support partner requirements (specifically OVCLawyerMarketing), the system is currently developing a public API endpoint to allow for the automated fetching of voice intake data.
System Flow
- Request: The partner initiates a request to the
/portal/voiceintakesendpoint. - Authentication/Authorization: The system validates the partner's credentials (implied).
- Data Retrieval: The system queries the Voice Intake database.
- Response: The system returns the requested voice intake data in the defined API format.
Ticket coverage
- CHAT-17834 — Resolved an issue where the Language column displayed 'N/A' by integrating backend language data; note that this only applies to future leads.
- CHAT-17845 — Tracks the requirement for partners to programmatically access reporting data, currently in progress.
- CHAT-17846 — Defines the technical task to expose the
/portal/voiceintakesendpoint as a public API for partner reporting.
Agent Dashboard Chat Routing and Stability Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'New Portal' mentioned in CHAT-17860 refers to the current production version of the Agent Dashboard.
- The 'OconnorTRE' client issue is representative of a broader systemic routing logic failure rather than a client-specific configuration error.
- The fix for CHAT-17878 ensures the notification service initializes correctly upon the first event trigger.
graph LR
A[Customer Initiates Chat] --> B{Auto-Pickup Enabled?}
B -- Yes --> C[Assign to Active Agent]
B -- No --> D[Route to Incoming Queue]
C --> E[Play Notification Sound]
E --> F[Agent Opens Chat]
F --> G[Maintain Session State]
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Overview
The Agent Dashboard provides a centralized interface for managing live customer interactions. This documentation covers critical stability improvements and routing behaviors designed to ensure consistent chat assignment, reliable message delivery, and accurate notification alerts for support agents.
Chat Routing and Auto-Pickup
The system supports an 'Auto-Pickup' feature that automatically assigns incoming chats to available agents. When enabled, the system monitors agent status and routes incoming requests directly to the 'Active' section of the dashboard.
Workflow for Chat Handling
- Initiation: A customer initiates a chat session.
- Routing: The system identifies available agents with 'Auto-Pickup' enabled.
- Assignment: The chat is automatically moved to the agent's 'Active' dashboard section.
- Notification: An audible alert triggers to notify the agent of the new interaction.
- Interaction: The agent engages with the customer. If a page refresh occurs, the system is designed to maintain the session state to prevent routing loops.
Known Constraints and Troubleshooting
- Session Stability: If a browser refresh occurs during an active session, the chat may temporarily move to the 'Incoming' queue. To recover, agents should close the existing chat window and re-select the chat from the 'Incoming' tile to re-establish the connection.
- First-Chat Notification: The system ensures that the audible notification sound triggers for the first chat of a session, ensuring no initial customer requests are missed.
Ticket coverage
- CHAT-17837 — Resolves issues where chats would auto-refresh and fail to auto-assign to available agents, ensuring interface stability.
- CHAT-17860 — Fixes a bug where refreshing the browser caused chats to drop from the 'Active' section and prevented message delivery upon reconnection.
- CHAT-17863 — Addresses routing failures where chats remained in the 'Incoming' queue despite agents being online with auto-pickup enabled.
- CHAT-17878 — Corrects a defect where the audible notification sound failed to play for the very first chat initiated in a dashboard session.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Agent Dashboard provides a centralized interface for managing live customer interactions. This documentation covers critical stability improvements and routing behaviors designed to ensure consistent chat assignment, reliable message delivery, and accurate notification alerts for support agents.
Chat Routing and Auto-Pickup
The system supports an 'Auto-Pickup' feature that automatically assigns incoming chats to available agents. When enabled, the system monitors agent status and routes incoming requests directly to the 'Active' section of the dashboard.
Workflow for Chat Handling
- Initiation: A customer initiates a chat session.
- Routing: The system identifies available agents with 'Auto-Pickup' enabled.
- Assignment: The chat is automatically moved to the agent's 'Active' dashboard section.
- Notification: An audible alert triggers to notify the agent of the new interaction.
- Interaction: The agent engages with the customer. If a page refresh occurs, the system is designed to maintain the session state to prevent routing loops.
Known Constraints and Troubleshooting
- Session Stability: If a browser refresh occurs during an active session, the chat may temporarily move to the 'Incoming' queue. To recover, agents should close the existing chat window and re-select the chat from the 'Incoming' tile to re-establish the connection.
- First-Chat Notification: The system ensures that the audible notification sound triggers for the first chat of a session, ensuring no initial customer requests are missed.
Ticket coverage
- CHAT-17837 — Resolves issues where chats would auto-refresh and fail to auto-assign to available agents, ensuring interface stability.
- CHAT-17860 — Fixes a bug where refreshing the browser caused chats to drop from the 'Active' section and prevented message delivery upon reconnection.
- CHAT-17863 — Addresses routing failures where chats remained in the 'Incoming' queue despite agents being online with auto-pickup enabled.
- CHAT-17878 — Corrects a defect where the audible notification sound failed to play for the very first chat initiated in a dashboard session.
Dashboard Region Tool: Zipcode Validation Logic
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'checking' state was caused by a lack of error handling in the API response for non-matching zipcodes.
- The system uses a centralized service area configuration database to perform these checks.
- The fix involves implementing a timeout or a catch-all response for invalid/out-of-range inputs.
graph LR
A[User enters Zipcode] --> B{Validate Zipcode}
B -->|In Service Area| C[Proceed with Lead Submission]
B -->|Out of Service Area| D[Display 'Out of Service Area' Error]
D --> E[User regains control of UI]
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Overview
The Region Tool within the Lead Submission column is responsible for validating user-provided zipcodes against configured service areas. This tool ensures that lead submission workflows are only initiated for locations supported by the company.
User Flow
- The user navigates to the Lead Submission column in the dashboard.
- The user enters a target zipcode into the Region Tool input field.
- The system initiates a validation check against the service area database.
- If the zipcode is within the service area, the system proceeds with the standard lead submission process.
- If the zipcode is outside the service area, the system returns an "Out of Service Area" notification, allowing the user to terminate or adjust the submission without system interruption.
Business Rules and Error Handling
- Validation Requirement: Every zipcode entry must trigger a definitive response from the backend.
- Out-of-Area Handling: The system must explicitly handle non-serviceable zipcodes by returning a clear error state rather than entering an infinite "checking" loop.
- Process Continuity: The UI must remain responsive regardless of the validation result, ensuring the user is never blocked from interacting with the dashboard.
Ticket coverage
- CHAT-17840 — Resolves a critical bug where the Region Tool would hang in a "checking" state when an invalid or out-of-service-area zipcode was entered, preventing further user interaction.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Region Tool within the Lead Submission column is responsible for validating user-provided zipcodes against configured service areas. This tool ensures that lead submission workflows are only initiated for locations supported by the company.
User Flow
- The user navigates to the Lead Submission column in the dashboard.
- The user enters a target zipcode into the Region Tool input field.
- The system initiates a validation check against the service area database.
- If the zipcode is within the service area, the system proceeds with the standard lead submission process.
- If the zipcode is outside the service area, the system returns an "Out of Service Area" notification, allowing the user to terminate or adjust the submission without system interruption.
Business Rules and Error Handling
- Validation Requirement: Every zipcode entry must trigger a definitive response from the backend.
- Out-of-Area Handling: The system must explicitly handle non-serviceable zipcodes by returning a clear error state rather than entering an infinite "checking" loop.
- Process Continuity: The UI must remain responsive regardless of the validation result, ensuring the user is never blocked from interacting with the dashboard.
Ticket coverage
- CHAT-17840 — Resolves a critical bug where the Region Tool would hang in a "checking" state when an invalid or out-of-service-area zipcode was entered, preventing further user interaction.
Chat Translation Service: Email Integration Stability
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses an automated language detection service that is triggered at the start of the chat.
- The 'Translate' button is intended only for manual overrides or troubleshooting, not as a primary requirement for standard chat flow.
- The issue is specific to the dashboard's state management logic rather than the underlying translation API.
graph LR
A[Start Chat (Non-English)] --> B[Automatic Translation Active]
B --> C[Agent Sends Email]
C --> D{Language Check}
D -->|Maintains Original Language| E[Continue Auto-Translation]
D -->|Incorrectly Re-identifies as English| F[Translation Breaks/Error]
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Overview
The Chat Translation Service ensures that non-English interactions are seamlessly translated into the agent's preferred language in real-time. This documentation addresses the stability of the translation engine when external events, such as sending an email from the dashboard, occur during an active chat session.
User Flow
- An agent engages in a chat session with a visitor where the language is identified as non-English (e.g., Spanish).
- The system automatically translates incoming visitor messages into English.
- The agent performs an action to send an email to the visitor from within the dashboard.
- The system maintains the chat session state and preserves the original language identification (Spanish).
- Subsequent visitor messages continue to be translated automatically without requiring manual intervention.
Business Rules and Constraints
- Language Persistence: The system must maintain the initial language detection state throughout the lifecycle of the chat, regardless of auxiliary actions like email dispatch.
- Error Prevention: The system is prohibited from re-classifying a non-English chat as 'English' mid-session, which prevents the "You cannot translate English chats to English" error.
- Scope: This functionality applies to Web-to-Text, direct SMS chats, and Web-to-Text transfer chats.
Ticket coverage
- CHAT-17841 — Resolves a bug where sending an email during a Spanish chat caused the translation engine to incorrectly re-identify the language as English, breaking automatic translation and triggering false error messages.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Translation Service ensures that non-English interactions are seamlessly translated into the agent's preferred language in real-time. This documentation addresses the stability of the translation engine when external events, such as sending an email from the dashboard, occur during an active chat session.
User Flow
- An agent engages in a chat session with a visitor where the language is identified as non-English (e.g., Spanish).
- The system automatically translates incoming visitor messages into English.
- The agent performs an action to send an email to the visitor from within the dashboard.
- The system maintains the chat session state and preserves the original language identification (Spanish).
- Subsequent visitor messages continue to be translated automatically without requiring manual intervention.
Business Rules and Constraints
- Language Persistence: The system must maintain the initial language detection state throughout the lifecycle of the chat, regardless of auxiliary actions like email dispatch.
- Error Prevention: The system is prohibited from re-classifying a non-English chat as 'English' mid-session, which prevents the "You cannot translate English chats to English" error.
- Scope: This functionality applies to Web-to-Text, direct SMS chats, and Web-to-Text transfer chats.
Ticket coverage
- CHAT-17841 — Resolves a bug where sending an email during a Spanish chat caused the translation engine to incorrectly re-identify the language as English, breaking automatic translation and triggering false error messages.
Pre-Chat Interface Alias Configuration
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Generic Handler Aliasing' setting is a global or account-level toggle accessible via the administrative dashboard.
- The system expects plain text input for the Alias field and does not have a built-in sanitizer to strip HTML tags automatically.
- The issue is consistent across different company keys if the same misconfiguration is applied.
graph LR
A[Access Pre-Chat Settings] --> B{Check Generic Handler Aliasing}
B -- Enabled --> C[Disable Setting]
B -- Disabled --> D[Verify Alias Field Content]
C --> D
D --> E{Contains HTML Tags?}
E -- Yes --> F[Remove HTML Tags]
E -- No --> G[Save Configuration]
F --> G
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Overview
The Pre-Chat Interface allows administrators to define an 'Alias' that represents the agent or system identity during the initial chat engagement. This documentation addresses configuration requirements to ensure the Alias displays correctly to end-users.
Configuration Guidelines
To ensure the Alias displays correctly in the Pre-Chat interface, administrators must verify the configuration of the 'Generic Handler Aliasing' setting.
Business Rules and Constraints
- Generic Handler Aliasing: This setting must be disabled if a custom alias is intended to be displayed as plain text.
- Input Validation: The Alias field should contain the desired display name. Entering HTML-formatted tags (e.g.,
<text>) into the Alias field is unsupported and will cause the system to fail to render the alias, resulting in a blank display. - System Behavior: When 'Generic Handler Aliasing' is enabled in conjunction with invalid input (such as HTML tags), the system fails to parse the alias, leading to a blank field in the Pre-Chat window.
Troubleshooting
If the Pre-Chat Alias is not appearing for a specific company key, administrators should:
- Navigate to the Pre-Chat configuration settings for the affected account.
- Verify that the 'Generic Handler Aliasing' checkbox is unchecked.
- Ensure the Alias field contains only plain text and does not include HTML tags or unsupported markup.
Ticket coverage
- CHAT-17848 — Resolved an issue where the Pre-Chat Alias failed to display due to the incorrect activation of 'Generic Handler Aliasing' and the presence of HTML tags in the configuration field.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Pre-Chat Interface allows administrators to define an 'Alias' that represents the agent or system identity during the initial chat engagement. This documentation addresses configuration requirements to ensure the Alias displays correctly to end-users.
Configuration Guidelines
To ensure the Alias displays correctly in the Pre-Chat interface, administrators must verify the configuration of the 'Generic Handler Aliasing' setting.
Business Rules and Constraints
- Generic Handler Aliasing: This setting must be disabled if a custom alias is intended to be displayed as plain text.
- Input Validation: The Alias field should contain the desired display name. Entering HTML-formatted tags (e.g.,
<text>) into the Alias field is unsupported and will cause the system to fail to render the alias, resulting in a blank display. - System Behavior: When 'Generic Handler Aliasing' is enabled in conjunction with invalid input (such as HTML tags), the system fails to parse the alias, leading to a blank field in the Pre-Chat window.
Troubleshooting
If the Pre-Chat Alias is not appearing for a specific company key, administrators should:
- Navigate to the Pre-Chat configuration settings for the affected account.
- Verify that the 'Generic Handler Aliasing' checkbox is unchecked.
- Ensure the Alias field contains only plain text and does not include HTML tags or unsupported markup.
Ticket coverage
- CHAT-17848 — Resolved an issue where the Pre-Chat Alias failed to display due to the incorrect activation of 'Generic Handler Aliasing' and the presence of HTML tags in the configuration field.
Call Connect and SMS Integration Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses a centralized encryption service for PII.
- The 'Administrator' and 'Agent' roles have different permission levels regarding data visibility.
- Twilio is the underlying provider for call status updates.
graph LR
A[Chat Session] --> B[Identify Phone Numbers]
B --> C[Populate Call Connect Dropdown]
C --> D[Agent Selects Number]
D --> E[System Decrypts Number]
E --> F[Initiate Call]
F --> G[Update Status: Queued/In Progress/Completed]
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Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
User Flow
- Capture: The system identifies phone numbers shared within an SMS or standard chat session.
- Display: The Call Connect dropdown populates with all identified phone numbers.
- Selection: The agent selects a target number from the dropdown.
- Decryption: Upon selection, the system decrypts the number for the agent/administrator to view in the Call Connect or Lead form.
- Initiation: The agent initiates the call; the system updates the call status (Queued -> In Progress -> Completed).
Business Rules & Constraints
- Encryption: Phone numbers are stored in an encrypted format. Decryption occurs only upon selection for authorized users.
- Data Integrity: The system must display the latest phone number shared in the conversation.
- SMS Specifics: In SMS chats, where location data is unavailable, the system handles country code formatting to prevent manual entry errors.
- Lead Forms: Lead forms must display only valid, decrypted phone numbers to ensure data accuracy.
Ticket coverage
- CHAT-17827 — Fixes the display of encrypted phone numbers in SMS chats by ensuring consistent formatting and preventing misleading agent input.
- CHAT-17854 — Ensures the Call Connect dropdown displays all phone numbers shared during an SMS conversation rather than just the initiation number.
- CHAT-17855 — Restricts the Lead form dropdown to display only valid, decrypted phone numbers for administrators.
- CHAT-17861 — Resolves a bug where encrypted email data was incorrectly displayed in the Call Connect phone number field.
- CHAT-17870 — Ensures that selected phone numbers are properly decrypted in both the Portal and HTML Lead forms upon selection.
- CHAT-17871 — Fixes an issue where the Call Connect field failed to reflect the most recent phone number shared in the chat.
- CHAT-17872 — Implements security measures to ensure phone numbers and emails remain encrypted in the dropdown until explicitly accessed.
- CHAT-17873 — Corrects call status tracking to ensure accurate transitions through "Queued" and "In Progress" states.
- CHAT-17874 — Addresses a duplication bug where Phone QR-captured numbers appeared twice in the Administrator Dashboard.
- CHAT-17875 — Tracks ongoing efforts to resolve inconsistencies in phone number handling, lead note encryption, and manual entry persistence for SMS chats.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
User Flow
- Capture: The system identifies phone numbers shared within an SMS or standard chat session.
- Display: The Call Connect dropdown populates with all identified phone numbers.
- Selection: The agent selects a target number from the dropdown.
- Decryption: Upon selection, the system decrypts the number for the agent/administrator to view in the Call Connect or Lead form.
- Initiation: The agent initiates the call; the system updates the call status (Queued -> In Progress -> Completed).
Business Rules & Constraints
- Encryption: Phone numbers are stored in an encrypted format. Decryption occurs only upon selection for authorized users.
- Data Integrity: The system must display the latest phone number shared in the conversation.
- SMS Specifics: In SMS chats, where location data is unavailable, the system handles country code formatting to prevent manual entry errors.
- Lead Forms: Lead forms must display only valid, decrypted phone numbers to ensure data accuracy.
Ticket coverage
- CHAT-17827 — Fixes the display of encrypted phone numbers in SMS chats by ensuring consistent formatting and preventing misleading agent input.
- CHAT-17854 — Ensures the Call Connect dropdown displays all phone numbers shared during an SMS conversation rather than just the initiation number.
- CHAT-17855 — Restricts the Lead form dropdown to display only valid, decrypted phone numbers for administrators.
- CHAT-17861 — Resolves a bug where encrypted email data was incorrectly displayed in the Call Connect phone number field.
- CHAT-17870 — Ensures that selected phone numbers are properly decrypted in both the Portal and HTML Lead forms upon selection.
- CHAT-17871 — Fixes an issue where the Call Connect field failed to reflect the most recent phone number shared in the chat.
- CHAT-17872 — Implements security measures to ensure phone numbers and emails remain encrypted in the dropdown until explicitly accessed.
- CHAT-17873 — Corrects call status tracking to ensure accurate transitions through "Queued" and "In Progress" states.
- CHAT-17874 — Addresses a duplication bug where Phone QR-captured numbers appeared twice in the Administrator Dashboard.
- CHAT-17875 — Tracks ongoing efforts to resolve inconsistencies in phone number handling, lead note encryption, and manual entry persistence for SMS chats.
System Activity Logging Capabilities
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system logs are intended for auditing user behavior rather than network diagnostics.
- Infrastructure-level monitoring exists outside of the application activity logs to track connectivity.
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Overview
The system activity logging feature tracks user-initiated authentication events and session states. This documentation clarifies the scope of current logging capabilities regarding user connectivity and session lifecycle events.
Current Logging Scope
The system currently logs the following user-driven events:
- Login: Successful authentication events.
- Logout: Explicit user-initiated session termination.
- Active/Inactive Status: Changes in user presence status based on application interaction.
Connectivity and Downtime
It is important to note that the system does not log network connectivity status, connection drops, or server-side downtime events within the user activity logs. If a user experiences a loss of connection, this event is not captured as a distinct entry in the activity audit trail. Administrators should rely on infrastructure-level monitoring tools for tracking network stability and connection health.
Ticket coverage
- CHAT-17865 — Confirms that user activity logs are restricted to authentication and presence states and explicitly excludes network connectivity or downtime events.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The system activity logging feature tracks user-initiated authentication events and session states. This documentation clarifies the scope of current logging capabilities regarding user connectivity and session lifecycle events.
Current Logging Scope
The system currently logs the following user-driven events:
- Login: Successful authentication events.
- Logout: Explicit user-initiated session termination.
- Active/Inactive Status: Changes in user presence status based on application interaction.
Connectivity and Downtime
It is important to note that the system does not log network connectivity status, connection drops, or server-side downtime events within the user activity logs. If a user experiences a loss of connection, this event is not captured as a distinct entry in the activity audit trail. Administrators should rely on infrastructure-level monitoring tools for tracking network stability and connection health.
Ticket coverage
- CHAT-17865 — Confirms that user activity logs are restricted to authentication and presence states and explicitly excludes network connectivity or downtime events.
Admin Dashboard Phone Number Detection and Formatting
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses regex or a similar pattern-matching library to identify phone numbers.
- The 'Admin Dashboard' and 'Agent Dashboard' share the same underlying detection logic.
- The fix applies to both historical chat data processing and real-time incoming messages.
graph LR
A[Incoming Chat Message] --> B{Detect Phone Number}
B -->|Punctuation Detected| C[Strip Punctuation]
C --> D[Extract & Encrypt Number]
B -->|Clean Number| D
D --> E[Display in Admin Dashboard]
E --> F[User Selects Number for Action]
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Overview
This feature ensures the robust detection and extraction of phone numbers within the Admin Dashboard, specifically addressing issues where punctuation (such as a full stop) prevents the system from identifying a number. It also resolves a display bug where extraneous characters were incorrectly prefixed to phone numbers in the dashboard dropdown.
User Flow
- Input Detection: The system scans incoming chat messages for patterns matching valid phone numbers.
- Punctuation Handling: The detection logic is updated to ignore preceding punctuation, such as full stops (e.g., ".03001234567" is now correctly identified as "03001234567").
- Extraction & Encryption: Upon detection, the system extracts the number and applies necessary encryption for security.
- Display: The cleaned, formatted number is rendered in the Admin Dashboard dropdown, the Call Connect tab, and the Send Lead Form without any leading punctuation.
Business Rules & Constraints
- Accuracy: While the system is designed to improve detection, it does not guarantee 100% accuracy in all scenarios.
- Manual Override: Because automated detection is not exhaustive, the system allows for manual input of phone numbers if the automated extraction fails.
- Data Integrity: The system must ensure that extracted numbers are clean and selectable for downstream actions like initiating calls or sending lead forms.
Ticket coverage
- CHAT-17868 — Fixes a bug where phone numbers following a full stop were not detected and ensures no leading punctuation is displayed in the Admin Dashboard dropdown.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This feature ensures the robust detection and extraction of phone numbers within the Admin Dashboard, specifically addressing issues where punctuation (such as a full stop) prevents the system from identifying a number. It also resolves a display bug where extraneous characters were incorrectly prefixed to phone numbers in the dashboard dropdown.
User Flow
- Input Detection: The system scans incoming chat messages for patterns matching valid phone numbers.
- Punctuation Handling: The detection logic is updated to ignore preceding punctuation, such as full stops (e.g., ".03001234567" is now correctly identified as "03001234567").
- Extraction & Encryption: Upon detection, the system extracts the number and applies necessary encryption for security.
- Display: The cleaned, formatted number is rendered in the Admin Dashboard dropdown, the Call Connect tab, and the Send Lead Form without any leading punctuation.
Business Rules & Constraints
- Accuracy: While the system is designed to improve detection, it does not guarantee 100% accuracy in all scenarios.
- Manual Override: Because automated detection is not exhaustive, the system allows for manual input of phone numbers if the automated extraction fails.
- Data Integrity: The system must ensure that extracted numbers are clean and selectable for downstream actions like initiating calls or sending lead forms.
Ticket coverage
- CHAT-17868 — Fixes a bug where phone numbers following a full stop were not detected and ensures no leading punctuation is displayed in the Admin Dashboard dropdown.
Appointment Scheduler: Operator to Agent Rollover Logic
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Prevent Operator to Agent rollover' setting is a toggle available in the administrative configuration for the Appointment Scheduler.
- The system identifies an operator as 'disconnected' based on standard heartbeat or socket connection timeouts.
- The term 'Agent' refers to internal staff, while 'Operator' refers to the primary chat handler.
graph LR
A[Chat Request] --> B{Operator Available?}
B -- Yes --> C[Operator Picks Up Chat]
B -- No --> D[Route to Agent]
C --> E{Operator Disconnected?}
E -- Yes --> F{Prevent Rollover Enabled?}
F -- No --> D
F -- Yes --> G[Hold/End Session]
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Overview
The Appointment Scheduler includes a rollover mechanism designed to manage chat distribution between operators and internal agents. This feature ensures that chat requests are routed appropriately based on operator availability and system configuration settings.
Rollover Logic and Behavior
The system prioritizes chat assignment to active operators. If an operator is assigned a chat but experiences a disconnection, the system evaluates the "Prevent Operator to Agent rollover" configuration to determine the next routing step.
Business Rules and Constraints
- Default Routing: Chats are initially directed to active operators.
- Disconnection Handling: If an operator is disconnected after picking up a chat, the system checks the "Prevent Operator to Agent rollover" setting.
- Conditional Escalation:
- If "Prevent Operator to Agent rollover" is disabled, the system allows the chat to roll over to an internal agent upon operator disconnection.
- If "Prevent Operator to Agent rollover" is enabled, the system restricts the rollover, preventing the chat from being reassigned to an internal agent even if the operator is disconnected.
Ticket coverage
- CHAT-17864 — Validated that the operator rollover functionality is operational and clarified that the "Prevent Operator to Agent rollover" setting dictates whether disconnected operator chats are reassigned to agents.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler includes a rollover mechanism designed to manage chat distribution between operators and internal agents. This feature ensures that chat requests are routed appropriately based on operator availability and system configuration settings.
Rollover Logic and Behavior
The system prioritizes chat assignment to active operators. If an operator is assigned a chat but experiences a disconnection, the system evaluates the "Prevent Operator to Agent rollover" configuration to determine the next routing step.
Business Rules and Constraints
- Default Routing: Chats are initially directed to active operators.
- Disconnection Handling: If an operator is disconnected after picking up a chat, the system checks the "Prevent Operator to Agent rollover" setting.
- Conditional Escalation:
- If "Prevent Operator to Agent rollover" is disabled, the system allows the chat to roll over to an internal agent upon operator disconnection.
- If "Prevent Operator to Agent rollover" is enabled, the system restricts the rollover, preventing the chat from being reassigned to an internal agent even if the operator is disconnected.
Ticket coverage
- CHAT-17864 — Validated that the operator rollover functionality is operational and clarified that the "Prevent Operator to Agent rollover" setting dictates whether disconnected operator chats are reassigned to agents.
Voice Note Integration for Chat Widget
▶ 4 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The system uses a third-party or internal AI service for automatic transcription.
- The 'retry' functionality for failed uploads preserves the recorded audio buffer.
- The chat widget supports standard audio formats compatible with modern web browsers (e.g., WebM, MP3).
- The 'Agent Dashboard' is a web-based interface capable of rendering audio elements.
graph LR
A[Click Mic] --> B{Permission Granted?}
B -- No --> C[Show Error/Instructions]
B -- Yes --> D[Record Audio]
D --> E[Click Send]
E --> F[Upload & Transcribe]
F --> G[Display in Chat/Dashboard]
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Overview
The Voice Note feature enables seamless asynchronous communication between website visitors and live agents. Visitors can record and send audio messages directly through the chat widget, while agents can listen to these recordings and review AI-generated transcripts within the Agent Dashboard.
User Flow: Visitor Recording
- Initiation: The visitor clicks the microphone icon in the chat widget.
- Permission: The browser requests microphone access. If denied, the system displays an error with instructions to enable access.
- Recording: Upon approval, the visitor records audio. A timer displays the current duration.
- Submission: The visitor clicks 'Send' to upload the file. A loading indicator appears during transmission.
- Confirmation: Once uploaded, the voice note appears in the chat history with a playback interface.
Agent Experience
- Playback: Agents can play, pause, and seek through audio files directly in the dashboard without downloading.
- Transcription: The system automatically generates a text transcript for every voice note. Agents see a 'Generating transcript...' status until completion. If transcription fails, the audio remains accessible, and an error message is displayed.
- Management: Agents can copy the generated transcript text for documentation purposes.
Business Rules & Error Handling
- Permissions: Microphone access is requested only upon the first attempt to record.
- Retry Logic: If an upload fails, the visitor is presented with a retry option.
- Persistence: Voice notes are stored and displayed as standard chat messages with timestamps, progress bars, and play/pause controls.
Ticket coverage
- CHAT-17937 — Implements the core recording functionality, including microphone permission requests, recording UI, and upload handling.
- CHAT-17938 — Adds the playback interface for visitors, allowing them to view and replay their sent voice notes within the chat history.
- CHAT-17939 — Enables the Agent Dashboard to render voice notes with playback controls, including seeking and multi-message support.
- CHAT-17940 — Introduces automated transcription services for agents, including status indicators and the ability to copy text.
- CHAT-17941 — Establishes robust permission handling, ensuring users are guided through browser-level microphone access issues.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Voice Note feature enables seamless asynchronous communication between website visitors and live agents. Visitors can record and send audio messages directly through the chat widget, while agents can listen to these recordings and review AI-generated transcripts within the Agent Dashboard.
User Flow: Visitor Recording
- Initiation: The visitor clicks the microphone icon in the chat widget.
- Permission: The browser requests microphone access. If denied, the system displays an error with instructions to enable access.
- Recording: Upon approval, the visitor records audio. A timer displays the current duration.
- Submission: The visitor clicks 'Send' to upload the file. A loading indicator appears during transmission.
- Confirmation: Once uploaded, the voice note appears in the chat history with a playback interface.
Agent Experience
- Playback: Agents can play, pause, and seek through audio files directly in the dashboard without downloading.
- Transcription: The system automatically generates a text transcript for every voice note. Agents see a 'Generating transcript...' status until completion. If transcription fails, the audio remains accessible, and an error message is displayed.
- Management: Agents can copy the generated transcript text for documentation purposes.
Business Rules & Error Handling
- Permissions: Microphone access is requested only upon the first attempt to record.
- Retry Logic: If an upload fails, the visitor is presented with a retry option.
- Persistence: Voice notes are stored and displayed as standard chat messages with timestamps, progress bars, and play/pause controls.
Ticket coverage
- CHAT-17937 — Implements the core recording functionality, including microphone permission requests, recording UI, and upload handling.
- CHAT-17938 — Adds the playback interface for visitors, allowing them to view and replay their sent voice notes within the chat history.
- CHAT-17939 — Enables the Agent Dashboard to render voice notes with playback controls, including seeking and multi-message support.
- CHAT-17940 — Introduces automated transcription services for agents, including status indicators and the ability to copy text.
- CHAT-17941 — Establishes robust permission handling, ensuring users are guided through browser-level microphone access issues.
WhatsApp Business Integration
▶ 1 earlier version
▶ 2 assumptions
Overview
The WhatsApp Business integration allows Blazeo administrators to connect their WhatsApp Business Account (WABA) to the platform, enabling seamless customer communication. This integration supports both AI-driven automated responses and live agent interactions, unified within the existing Blazeo Messaging Dashboard.
Configuration and Setup
Administrators can configure WhatsApp via the legacy portal under Company → General → Settings. The integration supports two primary methods: manual configuration of Twilio credentials or the streamlined Meta Embedded Signup flow.
Integration Workflow
- Initiation: The administrator initiates the connection via the Customer Portal or the Settings page.
- Authentication: The system redirects the user to Meta for authorization (Meta Embedded Signup) or requires manual entry of WABA ID, Sender Phone Number, Twilio Auth Token, and Messaging Service SID.
- Validation: The system validates credentials. Integration status updates to 'Pending', 'Active', 'Rejected', or 'Disconnected'.
- Configuration: Administrators define the Display Name and Welcome Message. The Webhook URL and Quality Rating are provided as read-only fields.
Messaging and Routing
- AI Chatbot: Incoming messages are routed to the AI Chatbot, which utilizes existing flows to provide automated responses and create leads.
- Live Agent: Messages appear in the unified Messaging Dashboard. Agents can reply directly, and existing assignment rules and features apply.
- Unified Experience: WhatsApp conversations are not siloed; they appear alongside Website, SMS, and Facebook chats. Each conversation is tagged with its source channel for easy identification.
CRM and Data Sync
WhatsApp interactions are automatically synced with the CRM. This includes lead creation, conversation history, and attachment storage. The lead source is explicitly marked as 'WhatsApp'.
Ticket coverage
- CHAT-17925 — Enables the core WhatsApp integration toggle and defines status tracking (Pending, Active, Rejected, Disconnected).
- CHAT-17926 — Provides the configuration interface for WABA credentials, welcome messages, and read-only metadata.
- CHAT-17927 — Integrates WhatsApp incoming messages with the AI Chatbot engine for automated handling.
- CHAT-17928 — Routes WhatsApp messages to the Live Agent Inbox, ensuring compatibility with existing assignment rules.
- CHAT-17929 — Unifies WhatsApp into the existing Messaging Dashboard without creating a separate inbox.
- CHAT-17930 — Adds channel-specific visual indicators to the Messaging Dashboard for all conversation types.
- CHAT-17931 — Allows existing Twilio SMS numbers to be registered for WhatsApp without losing SMS functionality.
- CHAT-17932 — Ensures all WhatsApp interactions, including attachments, are synced to the CRM with the correct lead source.
- CHAT-17933 — Enables configuration and Meta Embedded Signup directly from the Customer Portal.
- CHAT-17934 — Implements the Meta Embedded Signup flow for secure, authorized connection of the WhatsApp Business Account.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Initiated By' column is a standard field in the Messaging Dashboard used across all channels.
- The HTML rendering issue was caused by improper sanitization of the WhatsApp source metadata before rendering in the UI.
graph LR
A[Admin Initiates Setup] --> B{Method}
B -->|Manual| C[Enter Twilio Credentials]
B -->|Meta| D[Meta Embedded Signup]
C --> E[Validate & Save]
D --> E
E --> F{Status}
F -->|Active| G[Route to AI or Agent]
F -->|Error| H[Display Error Message]
G --> I[Display in Messaging Dashboard]
I --> J{Sanitize Metadata}
J --> K[Render Clean 'Initiated By' Column]
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Overview
The WhatsApp Business integration allows Blazeo administrators to connect their WhatsApp Business Account (WABA) to the platform, enabling seamless customer communication. This integration supports both AI-driven automated responses and live agent interactions, unified within the existing Blazeo Messaging Dashboard.
Configuration and Setup
Administrators can configure WhatsApp via the legacy portal under Company → General → Settings. The integration supports two primary methods: manual configuration of Twilio credentials or the streamlined Meta Embedded Signup flow.
Integration Workflow
- Initiation: The administrator initiates the connection via the Customer Portal or the Settings page.
- Authentication: The system redirects the user to Meta for authorization (Meta Embedded Signup) or requires manual entry of WABA ID, Sender Phone Number, Twilio Auth Token, and Messaging Service SID.
- Validation: The system validates credentials. Integration status updates to 'Pending', 'Active', 'Rejected', or 'Disconnected'.
- Configuration: Administrators define the Display Name and Welcome Message. The Webhook URL and Quality Rating are provided as read-only fields.
Messaging and Routing
- AI Chatbot: Incoming messages are routed to the AI Chatbot, which utilizes existing flows to provide automated responses and create leads.
- Live Agent: Messages appear in the unified Messaging Dashboard. Agents can reply directly, and existing assignment rules and features apply.
- Unified Experience: WhatsApp conversations are not siloed; they appear alongside Website, SMS, and Facebook chats. Each conversation is tagged with its source channel for easy identification.
- Initiated By Display: The 'Initiated By' column in the Messaging Dashboard correctly renders plain text identifiers for WhatsApp conversations, ensuring that HTML tags or raw code snippets are sanitized and not displayed to agents.
CRM and Data Sync
WhatsApp interactions are automatically synced with the CRM. This includes lead creation, conversation history, and attachment storage. The lead source is explicitly marked as 'WhatsApp'.
Ticket coverage
- CHAT-17925 — Enables the core WhatsApp integration toggle and defines status tracking (Pending, Active, Rejected, Disconnected).
- CHAT-17926 — Provides the configuration interface for WABA credentials, welcome messages, and read-only metadata.
- CHAT-17927 — Integrates WhatsApp incoming messages with the AI Chatbot engine for automated handling.
- CHAT-17928 — Routes WhatsApp messages to the Live Agent Inbox, ensuring compatibility with existing assignment rules.
- CHAT-17929 — Unifies WhatsApp into the existing Messaging Dashboard without creating a separate inbox.
- CHAT-17930 — Adds channel-specific visual indicators to the Messaging Dashboard for all conversation types.
- CHAT-17931 — Allows existing Twilio SMS numbers to be registered for WhatsApp without losing SMS functionality.
- CHAT-17932 — Ensures all WhatsApp interactions, including attachments, are synced to the CRM with the correct lead source.
- CHAT-17933 — Enables configuration and Meta Embedded Signup directly from the Customer Portal.
- CHAT-17934 — Implements the Meta Embedded Signup flow for secure, authorized connection of the WhatsApp Business Account.
- CHAT-18020 — Fixes a bug where the 'Initiated By' column displayed raw HTML instead of the intended source identifier for WhatsApp-originated chats.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The WhatsApp Business integration allows Blazeo administrators to connect their WhatsApp Business Account (WABA) to the platform, enabling seamless customer communication. This integration supports both AI-driven automated responses and live agent interactions, unified within the existing Blazeo Messaging Dashboard.
Configuration and Setup
Administrators can configure WhatsApp via the legacy portal under Company → General → Settings. The integration supports two primary methods: manual configuration of Twilio credentials or the streamlined Meta Embedded Signup flow.
Integration Workflow
- Initiation: The administrator initiates the connection via the Customer Portal or the Settings page.
- Authentication: The system redirects the user to Meta for authorization (Meta Embedded Signup) or requires manual entry of WABA ID, Sender Phone Number, Twilio Auth Token, and Messaging Service SID.
- Validation: The system validates credentials. Integration status updates to 'Pending', 'Active', 'Rejected', or 'Disconnected'.
- Configuration: Administrators define the Display Name and Welcome Message. The Webhook URL and Quality Rating are provided as read-only fields.
Messaging and Routing
- AI Chatbot: Incoming messages are routed to the AI Chatbot, which utilizes existing flows to provide automated responses and create leads.
- Live Agent: Messages appear in the unified Messaging Dashboard. Agents can reply directly, and existing assignment rules and features apply.
- Unified Experience: WhatsApp conversations are not siloed; they appear alongside Website, SMS, and Facebook chats. Each conversation is tagged with its source channel for easy identification.
- Initiated By Display: The 'Initiated By' column in the Messaging Dashboard correctly renders plain text identifiers for WhatsApp conversations, ensuring that HTML tags or raw code snippets are sanitized and not displayed to agents.
CRM and Data Sync
WhatsApp interactions are automatically synced with the CRM. This includes lead creation, conversation history, and attachment storage. The lead source is explicitly marked as 'WhatsApp'.
Ticket coverage
- CHAT-17925 — Enables the core WhatsApp integration toggle and defines status tracking (Pending, Active, Rejected, Disconnected).
- CHAT-17926 — Provides the configuration interface for WABA credentials, welcome messages, and read-only metadata.
- CHAT-17927 — Integrates WhatsApp incoming messages with the AI Chatbot engine for automated handling.
- CHAT-17928 — Routes WhatsApp messages to the Live Agent Inbox, ensuring compatibility with existing assignment rules.
- CHAT-17929 — Unifies WhatsApp into the existing Messaging Dashboard without creating a separate inbox.
- CHAT-17930 — Adds channel-specific visual indicators to the Messaging Dashboard for all conversation types.
- CHAT-17931 — Allows existing Twilio SMS numbers to be registered for WhatsApp without losing SMS functionality.
- CHAT-17932 — Ensures all WhatsApp interactions, including attachments, are synced to the CRM with the correct lead source.
- CHAT-17933 — Enables configuration and Meta Embedded Signup directly from the Customer Portal.
- CHAT-17934 — Implements the Meta Embedded Signup flow for secure, authorized connection of the WhatsApp Business Account.
- CHAT-18020 — Fixes a bug where the 'Initiated By' column displayed raw HTML instead of the intended source identifier for WhatsApp-originated chats.
Chat Widget UI Redesign v2 Documentation
▶ 4 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'account time zone' for timestamps is derived from the business account settings configured in the backend.
- The 'configurable' elements (welcome text, privacy policy) are managed via the existing widget administration dashboard.
- The '3-dots' menu is an existing UI component that is being extended to include the 'Switch to Text' functionality.
- The SMS conversion modal validation logic follows standard E.164 international phone number formatting.
graph LR
A[Pre-Chat Welcome] --> B[User Sends Message]
B --> C[Conversation View]
C --> D{User Action}
D -->|Select Option| E[Interactive Card/Checkbox]
D -->|Switch to SMS| F[SMS Conversion Modal]
D -->|Standard Chat| G[Message Composer]
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Overview
The Chat Widget UI Redesign v2 introduces a modernized, human-centric interface designed to improve visitor engagement, trust, and communication efficiency. This update encompasses the entire chat lifecycle, from the initial pre-chat welcome screen to advanced message composition and SMS conversion workflows.
Pre-Chat Experience
The pre-chat interface is transformed from a generic screen into a personalized welcome experience. It displays the assigned AI agent or representative's name and avatar, accompanied by configurable welcome headlines and supporting text. Primary and secondary CTAs are positioned prominently to guide user interaction, with all branding elements (logo, colors, fonts) adhering to the global widget configuration.
Message Composer and Interaction
The message composer is upgraded to support rich media, including an emoji picker and file attachments. The input field supports multi-line text and features a dynamic send button that remains disabled until content is entered. Conversation clarity is enhanced through consistent timestamps, date separators (e.g., 'Today'), and distinct bubble styling for visitor and agent messages, including delivery status indicators.
Interactive Elements
- Single Selection Cards: Replaces stacked buttons with interactive cards that provide clear visual feedback upon selection.
- Multi-Selection Experience: Introduces explicit checkboxes and a dynamic confirmation counter (e.g., 'Confirm Selection (3)') to improve data accuracy.
- Privacy Policy: The privacy notice is now integrated directly into the chat body within a distinct container, ensuring it is visible before the first message is sent and scrolls naturally as the conversation grows.
SMS Conversion
Users can switch to SMS via a dismissible banner or the 'three-dot' menu. The SMS conversion modal provides a professional, branded interface with international phone number support, real-time validation, and success feedback.
Ticket coverage
- CHAT-17943 — Replaces the generic welcome screen with a personalized interface featuring agent details, configurable messaging, and prominent CTAs.
- CHAT-17944 — Introduces an enriched message composer with attachment support, emoji picker, and improved input styling.
- CHAT-17945 — Standardizes message timestamps and introduces date separators to improve conversation timeline clarity.
- CHAT-17946 — Transitions selection options to a modern, interactive card-based UI with clear active states.
- CHAT-17947 — Implements checkbox-based multi-selection with a dynamic confirmation button that tracks the number of selected items.
- CHAT-17948 — Adds a dismissible 'Switch to Text' banner and a fallback menu option for seamless transition to SMS.
- CHAT-17949 — Redesigns the SMS conversion modal to include branding, international phone support, and input validation.
- CHAT-17950 — Updates conversation bubble aesthetics, spacing, and delivery status indicators for better readability.
- CHAT-17951 — Moves the privacy policy into a distinct, scrollable container within the chat body for improved visibility and trust.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget UI Redesign v2 introduces a modernized, human-centric interface designed to improve visitor engagement, trust, and communication efficiency. This update encompasses the entire chat lifecycle, from the initial pre-chat welcome screen to advanced message composition and SMS conversion workflows.
Pre-Chat Experience
The pre-chat interface is transformed from a generic screen into a personalized welcome experience. It displays the assigned AI agent or representative's name and avatar, accompanied by configurable welcome headlines and supporting text. Primary and secondary CTAs are positioned prominently to guide user interaction, with all branding elements (logo, colors, fonts) adhering to the global widget configuration.
Message Composer and Interaction
The message composer is upgraded to support rich media, including an emoji picker and file attachments. The input field supports multi-line text and features a dynamic send button that remains disabled until content is entered. Conversation clarity is enhanced through consistent timestamps, date separators (e.g., 'Today'), and distinct bubble styling for visitor and agent messages, including delivery status indicators.
Interactive Elements
- Single Selection Cards: Replaces stacked buttons with interactive cards that provide clear visual feedback upon selection.
- Multi-Selection Experience: Introduces explicit checkboxes and a dynamic confirmation counter (e.g., 'Confirm Selection (3)') to improve data accuracy.
- Privacy Policy: The privacy notice is now integrated directly into the chat body within a distinct container, ensuring it is visible before the first message is sent and scrolls naturally as the conversation grows.
SMS Conversion
Users can switch to SMS via a dismissible banner or the 'three-dot' menu. The SMS conversion modal provides a professional, branded interface with international phone number support, real-time validation, and success feedback.
Ticket coverage
- CHAT-17943 — Replaces the generic welcome screen with a personalized interface featuring agent details, configurable messaging, and prominent CTAs.
- CHAT-17944 — Introduces an enriched message composer with attachment support, emoji picker, and improved input styling.
- CHAT-17945 — Standardizes message timestamps and introduces date separators to improve conversation timeline clarity.
- CHAT-17946 — Transitions selection options to a modern, interactive card-based UI with clear active states.
- CHAT-17947 — Implements checkbox-based multi-selection with a dynamic confirmation button that tracks the number of selected items.
- CHAT-17948 — Adds a dismissible 'Switch to Text' banner and a fallback menu option for seamless transition to SMS.
- CHAT-17949 — Redesigns the SMS conversion modal to include branding, international phone support, and input validation.
- CHAT-17950 — Updates conversation bubble aesthetics, spacing, and delivery status indicators for better readability.
- CHAT-17951 — Moves the privacy policy into a distinct, scrollable container within the chat body for improved visibility and trust.
Chat Widget Interaction Stability and Floating Persistence
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Allow Floating Chat Window' flag must be enabled in the Dashboard for the feature to function.
- The floating widget requires modern browser support for 'always-on-top' overlay capabilities.
- SPA account issues were specific to the initialization sequence of the PreChat component.
graph LR
A[Visitor Clicks CTA] --> B{Session Init}
B --> C[Floating Widget Active]
C --> D[User Switches Tabs/Minimizes]
D --> E[Widget Detaches to Desktop Overlay]
E --> F[Session Remains Active]
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Overview
This documentation covers enhancements and stability fixes for the chat widget, focusing on session persistence, UI responsiveness, and cross-platform interaction consistency. The primary feature introduced is the Floating Chat Widget, which allows for uninterrupted communication across browser tabs and minimized windows.
Floating Chat Widget
The Floating Chat Widget enables persistent communication by detaching the chat interface from the browser tab. When a visitor navigates away, opens new tabs, or minimizes the browser, the widget transitions into an always-on-top desktop overlay. This ensures that the chat session remains active and visible, preventing session timeouts and missed agent responses.
Stability and UI Fixes
- Session Initialization: Resolved issues where AI and standard chat sessions would freeze upon CTA interaction, ensuring the first automated response is delivered reliably.
- UI Integrity: Addressed layout distortion occurring after extended periods of inactivity, ensuring the widget maintains correct element alignment.
- Mobile Interaction: Fixed a UI bug in mobile environments where duplicate buttons appeared following a Multiple Choice (MC) selection in the bottom sheet.
- Pre-Chat Logic: Corrected initialization failures in Single Page Applications (SPA) and ensured the Pre-Chat bubble correctly triggers when the Overlay 'NO' option is selected.
Ticket coverage
- CHAT-17886 — Resolved a blocker where AI and normal chat sessions froze after CTA clicks due to failure in sending the initial automated response.
- CHAT-17887 — Implemented a persistent, always-on-top floating chat widget that remains accessible even when the browser is minimized or the user switches tabs.
- CHAT-17906 — Fixed UI distortion issues occurring after long periods of inactivity to ensure consistent rendering.
- CHAT-17919 — Resolved a mobile-specific UI bug where duplicate buttons were rendered after a user made a selection in the bottom sheet list.
- CHAT-17921 — Fixed a critical issue where PreChat first responses failed to load in Desktop views for SPA accounts.
- CHAT-17922 — Corrected logic to ensure the Pre-Chat bubble appears as expected when the user selects 'NO' on the overlay popup.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers enhancements and stability fixes for the chat widget, focusing on session persistence, UI responsiveness, and cross-platform interaction consistency. The primary feature introduced is the Floating Chat Widget, which allows for uninterrupted communication across browser tabs and minimized windows.
Floating Chat Widget
The Floating Chat Widget enables persistent communication by detaching the chat interface from the browser tab. When a visitor navigates away, opens new tabs, or minimizes the browser, the widget transitions into an always-on-top desktop overlay. This ensures that the chat session remains active and visible, preventing session timeouts and missed agent responses.
Stability and UI Fixes
- Session Initialization: Resolved issues where AI and standard chat sessions would freeze upon CTA interaction, ensuring the first automated response is delivered reliably.
- UI Integrity: Addressed layout distortion occurring after extended periods of inactivity, ensuring the widget maintains correct element alignment.
- Mobile Interaction: Fixed a UI bug in mobile environments where duplicate buttons appeared following a Multiple Choice (MC) selection in the bottom sheet.
- Pre-Chat Logic: Corrected initialization failures in Single Page Applications (SPA) and ensured the Pre-Chat bubble correctly triggers when the Overlay 'NO' option is selected.
Ticket coverage
- CHAT-17886 — Resolved a blocker where AI and normal chat sessions froze after CTA clicks due to failure in sending the initial automated response.
- CHAT-17887 — Implemented a persistent, always-on-top floating chat widget that remains accessible even when the browser is minimized or the user switches tabs.
- CHAT-17906 — Fixed UI distortion issues occurring after long periods of inactivity to ensure consistent rendering.
- CHAT-17919 — Resolved a mobile-specific UI bug where duplicate buttons were rendered after a user made a selection in the bottom sheet list.
- CHAT-17921 — Fixed a critical issue where PreChat first responses failed to load in Desktop views for SPA accounts.
- CHAT-17922 — Corrected logic to ensure the Pre-Chat bubble appears as expected when the user selects 'NO' on the overlay popup.
SMS and Web-to-Text Chat Widget Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy portal' refers to the primary administrative dashboard used by agents.
- The 'EndChat' action type mentioned in CHAT-17907 is a configurable setting within the Scriptbot flow builder.
- The synchronization delay for Twilio numbers is expected to be under one hour based on system polling intervals.
graph LR
A[Visitor Sends SMS] --> B{Opt-In Check}
B -- Restricted --> C[Block Chat]
B -- Allowed --> D[Trigger Scriptbot Greeting]
D --> E[Visitor Responds]
E --> F[Continue Bot Flow]
F --> G[Web-to-Text Transfer]
G --> H[Maintain Bot Flow Continuity]
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Overview
This documentation covers the enhancements and bug fixes for the SMS and Web-to-Text chat widget infrastructure. These updates ensure robust handling of HTML content, proper integration of Scriptbot automation, and strict adherence to SMS opt-in compliance.
Core Functionality
SMS Chat Automation
- Scriptbot Integration: Scriptbots now trigger automatically upon the initiation of an SMS chat. The system sends a greeting message to the visitor to initiate the conversation flow.
- HTML Handling: The system now correctly parses and displays HTML content sent by visitors within SMS chat sessions, ensuring that rich text or formatted messages do not break the chat interface.
Web-to-Text Transfers
- Flow Continuity: When a conversation is transferred from a web chat to an SMS (Web-to-Text), the bot flow remains active. The system ensures the chat is correctly assigned, allowing the automation to continue without interruption.
Compliance and Verification
- SMS Opt-In Enforcement: The system strictly enforces opt-in restrictions. If a lead is marked as opt-in restricted, the system blocks new SMS chat initiations to ensure regulatory compliance.
- Twilio Number Sync: The portal now automatically synchronizes with Twilio to reflect the real-time verification status of SMS numbers. Status updates (e.g., In Progress, Verified, Rejected) are reflected in the portal dashboard within an hour of the status change in Twilio.
Workflow
Ticket coverage
- CHAT-17898 — Fixes an issue where visitor-sent HTML content was not rendering correctly in SMS chat sessions.
- CHAT-17907 — Enables Scriptbot functionality for SMS chats, ensuring greeting messages are sent and bot flows continue after visitor responses.
- CHAT-17909 — Resolves a bug where Web-to-Text transfers caused the bot flow to stall due to improper chat assignment.
- CHAT-17912 — Ensures the legacy portal accurately reflects the real-time verification status of Twilio SMS numbers.
- CHAT-17915 — Implements strict blocking for SMS chats on leads that have not provided the necessary opt-in consent.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the enhancements and bug fixes for the SMS and Web-to-Text chat widget infrastructure. These updates ensure robust handling of HTML content, proper integration of Scriptbot automation, and strict adherence to SMS opt-in compliance.
Core Functionality
SMS Chat Automation
- Scriptbot Integration: Scriptbots now trigger automatically upon the initiation of an SMS chat. The system sends a greeting message to the visitor to initiate the conversation flow.
- HTML Handling: The system now correctly parses and displays HTML content sent by visitors within SMS chat sessions, ensuring that rich text or formatted messages do not break the chat interface.
Web-to-Text Transfers
- Flow Continuity: When a conversation is transferred from a web chat to an SMS (Web-to-Text), the bot flow remains active. The system ensures the chat is correctly assigned, allowing the automation to continue without interruption.
Compliance and Verification
- SMS Opt-In Enforcement: The system strictly enforces opt-in restrictions. If a lead is marked as opt-in restricted, the system blocks new SMS chat initiations to ensure regulatory compliance.
- Twilio Number Sync: The portal now automatically synchronizes with Twilio to reflect the real-time verification status of SMS numbers. Status updates (e.g., In Progress, Verified, Rejected) are reflected in the portal dashboard within an hour of the status change in Twilio.
Workflow
Ticket coverage
- CHAT-17898 — Fixes an issue where visitor-sent HTML content was not rendering correctly in SMS chat sessions.
- CHAT-17907 — Enables Scriptbot functionality for SMS chats, ensuring greeting messages are sent and bot flows continue after visitor responses.
- CHAT-17909 — Resolves a bug where Web-to-Text transfers caused the bot flow to stall due to improper chat assignment.
- CHAT-17912 — Ensures the legacy portal accurately reflects the real-time verification status of Twilio SMS numbers.
- CHAT-17915 — Implements strict blocking for SMS chats on leads that have not provided the necessary opt-in consent.
AI Chatbot Script and Logic Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The LSA feature (CHAT-17916) is currently in the initial development phase and lacks specific functional requirements in the provided tickets.
- The 'Suggestion' button fix (CHAT-17920) assumes the issue was related to a front-end rendering error during the asynchronous fetch of AI suggestions.
- The SMS turnaway issue (CHAT-17895) is specific to the configuration of the 'injuryfinancing' company key.
graph LR
A[Agent/Bot Initiates Interaction] --> B{User Input/Selection}
B --> C[System Validates Mapping]
C --> D{Is MC-URL Selected?}
D -- Yes --> E[Open URL & Continue Flow]
D -- No --> F[Execute Mapped Response]
F --> G[Update Transcript with Valid Suggestions]
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Overview
This documentation covers the operational logic, bug fixes, and feature enhancements for the AI Chatbot Scripting engine. These updates ensure that agent-facing suggestions, multi-choice (MC) URL handling, and response mapping logic function reliably within the customer portal.
Core Functionality
AI Suggestion Management
The system provides real-time text suggestions to agents during active chats. The engine is designed to synchronize with the active script; any content removed from the script is immediately invalidated to prevent stale suggestions from appearing in the chat transcript.
Multi-Choice (MC) URL Handling
When an agent or bot presents an MC-type Quick Reply (QR) containing a URL, the system is designed to trigger the link without terminating the active session. The chat flow must persist, allowing the bot to proceed to the next mapped question after the link interaction.
Response Mapping Logic
The chatbot enforces strict mapping between user inputs and bot responses. In SMS-based chat flows, the system validates that a response is only triggered if explicitly mapped to the user's input (e.g., selecting 'Yes' will not trigger a 'No' statement unless explicitly configured).
Ticket coverage
- CHAT-17885 — Resolves an issue where outdated or removed AI-suggested text was incorrectly injected into the chat transcript.
- CHAT-17892 — Fixes a bug where selecting an MC-type QR with an attached URL caused the chat session to terminate prematurely.
- CHAT-17895 — Corrects mapping logic for SMS chats to ensure turnaway statements only trigger when the corresponding response is selected.
- CHAT-17916 — Introduces Local Service Area (LSA) capabilities for the AI Chatbot (Scope defined as pending).
- CHAT-17920 — Fixes a UI stability issue where clicking the 'Suggestion' button caused the customer portal interface to render a blank screen.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the operational logic, bug fixes, and feature enhancements for the AI Chatbot Scripting engine. These updates ensure that agent-facing suggestions, multi-choice (MC) URL handling, and response mapping logic function reliably within the customer portal.
Core Functionality
AI Suggestion Management
The system provides real-time text suggestions to agents during active chats. The engine is designed to synchronize with the active script; any content removed from the script is immediately invalidated to prevent stale suggestions from appearing in the chat transcript.
Multi-Choice (MC) URL Handling
When an agent or bot presents an MC-type Quick Reply (QR) containing a URL, the system is designed to trigger the link without terminating the active session. The chat flow must persist, allowing the bot to proceed to the next mapped question after the link interaction.
Response Mapping Logic
The chatbot enforces strict mapping between user inputs and bot responses. In SMS-based chat flows, the system validates that a response is only triggered if explicitly mapped to the user's input (e.g., selecting 'Yes' will not trigger a 'No' statement unless explicitly configured).
Ticket coverage
- CHAT-17885 — Resolves an issue where outdated or removed AI-suggested text was incorrectly injected into the chat transcript.
- CHAT-17892 — Fixes a bug where selecting an MC-type QR with an attached URL caused the chat session to terminate prematurely.
- CHAT-17895 — Corrects mapping logic for SMS chats to ensure turnaway statements only trigger when the corresponding response is selected.
- CHAT-17916 — Introduces Local Service Area (LSA) capabilities for the AI Chatbot (Scope defined as pending).
- CHAT-17920 — Fixes a UI stability issue where clicking the 'Suggestion' button caused the customer portal interface to render a blank screen.
Portal Onboarding and Configuration Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'test URL' mentioned in CHAT-17910 is a static or dynamically generated URL accessible via the portal UI.
- The 'global configuration' mentioned in CHAT-17888/17894 is accessible to administrators via the system settings menu.
- The 'base APIs' created in CHAT-17924 are intended for future use in the onboarding/signup flow.
graph LR
A[Start Onboarding] --> B{Override Package?}
B -- Yes --> C[Apply Override]
B -- No --> D[Standard Config]
C --> E[Save Onboarding]
D --> E
E --> F{Monitoring Enabled?}
F -- Yes --> G[Enable Lead Emails]
F -- No --> H[Suppress Lead Emails & Use Test URL]
✎ This documentation has been manually edited.
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Overview
This documentation covers recent updates to the portal onboarding and configuration modules, focusing on improved testing capabilities, system stability, and infrastructure resilience.
Monitoring and Testing Configuration
To improve the provisioning workflow, the 'Monitoring Enabled' flag now strictly controls account activation.
- Independent Testing: A dedicated test URL is provided for widget testing, allowing teams to verify configurations without toggling the 'Monitoring Enabled' flag.
- Warning System: When toggling the 'Monitoring Enabled' flag, the UI displays a notification advising the use of the test URL for testing purposes.
- Lead Email Restriction: Lead emails are now suppressed for companies where 'Monitoring Enabled' is set to false, preventing unnecessary notifications during the testing phase.
Infrastructure Resilience
To mitigate service degradation caused by Cloudflare (CF) downtime, a new global configuration flag, "Use NON Cloudflare link Or Use direct Link for streaming," has been introduced. When enabled, the system bypasses CF for websync connections on both the visitor end and the agent dashboard.
Bug Fixes and Stability
- Onboarding: Resolved a critical issue where checking the "override package" option caused a request failure and prevented onboarding completion.
- Data Handling: Addressed a
SqlNullValueExceptionoccurring during data retrieval, ensuring the system handles null values gracefully without crashing. - API Foundation: Established base APIs to support the new signup process.
Ticket coverage
- CHAT-17910 — Decouples widget testing from the 'Monitoring Enabled' flag by introducing a dedicated test URL and UI warnings.
- CHAT-17911 — Restricts lead email triggers to only active companies, preventing emails for inactive accounts.
- CHAT-17924 — Implements the foundational API structure required for the new signup process.
- CHAT-17935 — Fixes a bug where selecting 'override package' during onboarding caused a request failure.
- CHAT-17888 — Adds a global configuration flag to bypass Cloudflare for visitor-side websync connections.
- CHAT-17894 — Extends the Cloudflare bypass capability to the agent dashboard via the global configuration flag.
- CHAT-17903 — Resolves a system-level exception caused by null values during database read operations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the portal onboarding and configuration modules, focusing on improved testing capabilities, system stability, and infrastructure resilience.
Monitoring and Testing Configuration
To improve the provisioning workflow, the 'Monitoring Enabled' flag now strictly controls account activation.
- Independent Testing: A dedicated test URL is provided for widget testing, allowing teams to verify configurations without toggling the 'Monitoring Enabled' flag.
- Warning System: When toggling the 'Monitoring Enabled' flag, the UI displays a notification advising the use of the test URL for testing purposes.
- Lead Email Restriction: Lead emails are now suppressed for companies where 'Monitoring Enabled' is set to false, preventing unnecessary notifications during the testing phase.
Infrastructure Resilience
To mitigate service degradation caused by Cloudflare (CF) downtime, a new global configuration flag, "Use NON Cloudflare link Or Use direct Link for streaming," has been introduced. When enabled, the system bypasses CF for websync connections on both the visitor end and the agent dashboard.
Bug Fixes and Stability
- Onboarding: Resolved a critical issue where checking the "override package" option caused a request failure and prevented onboarding completion.
- Data Handling: Addressed a
SqlNullValueExceptionoccurring during data retrieval, ensuring the system handles null values gracefully without crashing. - API Foundation: Established base APIs to support the new signup process.
Ticket coverage
- CHAT-17910 — Decouples widget testing from the 'Monitoring Enabled' flag by introducing a dedicated test URL and UI warnings.
- CHAT-17911 — Restricts lead email triggers to only active companies, preventing emails for inactive accounts.
- CHAT-17924 — Implements the foundational API structure required for the new signup process.
- CHAT-17935 — Fixes a bug where selecting 'override package' during onboarding caused a request failure.
- CHAT-17888 — Adds a global configuration flag to bypass Cloudflare for visitor-side websync connections.
- CHAT-17894 — Extends the Cloudflare bypass capability to the agent dashboard via the global configuration flag.
- CHAT-17903 — Resolves a system-level exception caused by null values during database read operations.
Portal User Management and Security Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The Document Signing Provider requirement is a mandatory configuration for all retainer-based workflows.
- The CRM role refactoring is an internal architectural change that does not alter existing user-facing permission logic.
- The widget security updates apply globally to all embedded portal instances.
graph LR
A[User Initiates Action] --> B{Action Type}
B -->|Save Profile| C[Validate Data]
B -->|Upload Template| D[Check Signing Provider]
C --> E[Update Database]
D --> F[Process Upload]
E --> G[Success/Error Response]
F --> G
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Overview
This documentation covers recent updates to the portal's user management, security protocols, and data integrity features. These updates ensure compliance with security standards, resolve authentication errors in retainer workflows, and stabilize profile management.
Security and Compliance
To meet modern security standards, the portal widget has been updated to enforce strict cookie security. All cookies now utilize the Secure and HTTP-only flags to prevent unauthorized access and cross-site scripting (XSS) vulnerabilities. Additionally, all insecure HTTP links within the widget script have been deprecated in favor of secure protocols.
User Profile and Data Management
- Profile Persistence: Users can now save profile updates without encountering the "The request failed" error. The system has been stabilized to ensure data integrity during profile synchronization.
- Agent Dashboard Encryption: Phone number encryption logic has been hardened. The system now correctly resolves location metadata (city, region, country code), ensuring that encryption processes do not fail due to missing or unknown location data.
Retainer Authentication
When managing retainers, users must ensure a valid Document Signing Provider is configured at the company level. Failure to select a provider will result in "Invalid Token" errors during template uploads.
Codebase Maintenance
Internal refactoring has been completed to consolidate CRM role definitions. The system now utilizes a single source of truth for role-based access control (RBAC), reducing redundancy and improving the reliability of permission checks.
Ticket coverage
- CHAT-17881 — Resolves "Invalid Token" errors during retainer template uploads by requiring a configured Document Signing Provider.
- CHAT-17889 — Fixes phone number encryption failures on the Agent Dashboard caused by unresolved location data.
- CHAT-17893 — Resolves a bug where user profile updates failed with a "The request failed" error.
- CHAT-17899 — Refactors the codebase to use a single source of truth for CRM roles, eliminating redundancy.
- CHAT-17923 — Implements security hardening for the portal widget by adding Secure/HTTP-only cookie flags and removing insecure HTTP links.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the portal's user management, security protocols, and data integrity features. These updates ensure compliance with security standards, resolve authentication errors in retainer workflows, and stabilize profile management.
Security and Compliance
To meet modern security standards, the portal widget has been updated to enforce strict cookie security. All cookies now utilize the Secure and HTTP-only flags to prevent unauthorized access and cross-site scripting (XSS) vulnerabilities. Additionally, all insecure HTTP links within the widget script have been deprecated in favor of secure protocols.
User Profile and Data Management
- Profile Persistence: Users can now save profile updates without encountering the "The request failed" error. The system has been stabilized to ensure data integrity during profile synchronization.
- Agent Dashboard Encryption: Phone number encryption logic has been hardened. The system now correctly resolves location metadata (city, region, country code), ensuring that encryption processes do not fail due to missing or unknown location data.
Retainer Authentication
When managing retainers, users must ensure a valid Document Signing Provider is configured at the company level. Failure to select a provider will result in "Invalid Token" errors during template uploads.
Codebase Maintenance
Internal refactoring has been completed to consolidate CRM role definitions. The system now utilizes a single source of truth for role-based access control (RBAC), reducing redundancy and improving the reliability of permission checks.
Ticket coverage
- CHAT-17881 — Resolves "Invalid Token" errors during retainer template uploads by requiring a configured Document Signing Provider.
- CHAT-17889 — Fixes phone number encryption failures on the Agent Dashboard caused by unresolved location data.
- CHAT-17893 — Resolves a bug where user profile updates failed with a "The request failed" error.
- CHAT-17899 — Refactors the codebase to use a single source of truth for CRM roles, eliminating redundancy.
- CHAT-17923 — Implements security hardening for the portal widget by adding Secure/HTTP-only cookie flags and removing insecure HTTP links.
Agent Dashboard UX and Performance Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'All' status in the Batch Job tab is intended to be the default or a primary filter option.
- The scroll fix applies to all browser environments supported by the portal.
- The 'Active Chats' count is updated via a real-time event or polling mechanism that was previously failing to trigger.
graph LR
A[User Navigates to Tab] --> B{Action Required}
B -->|Monitor| C[View Active Chat Count]
B -->|Navigate| D[Scroll to View Content]
B -->|Search| E[Select 'All' in Batch Status]
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Overview
This documentation covers recent updates to the Agent Dashboard and Messaging Dashboard, focusing on data accuracy, navigation usability, and administrative search functionality.
Active Chat Monitoring
The 'Active Chats' column within the Messaging Dashboard and Agent Dashboard Operations tab now accurately reflects the real-time count of chats assigned to an operator. Previously, this metric incorrectly displayed '0' regardless of the actual assignment state.
Portal Navigation and Scrolling
Scrolling functionality has been restored across the portal, specifically addressing issues within the 'Agents/Operators' and 'Billing' tabs. Users can now navigate through content that extends beyond the initial viewport using standard mouse, trackpad, or keyboard inputs.
Batch Job Search Functionality
The Batch Job tab search fields have been updated to ensure full operational capability. A new 'All' option has been introduced to the Status drop-down menu, allowing users to retrieve a comprehensive list of all batch jobs regardless of their specific status.
Ticket coverage
- CHAT-17882 — Fixes a data synchronization bug where the 'Active Chats' column incorrectly displayed zero for operators with active assignments.
- CHAT-17883 — Resolves a UI/UX defect where the 'Agents/Operators' and 'Billing' tabs lacked scroll functionality, preventing access to off-screen content.
- CHAT-17908 — Restores functionality to search fields in the Batch Job tab and adds an 'All' status filter to the Status drop-down for comprehensive result retrieval.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the Agent Dashboard and Messaging Dashboard, focusing on data accuracy, navigation usability, and administrative search functionality.
Active Chat Monitoring
The 'Active Chats' column within the Messaging Dashboard and Agent Dashboard Operations tab now accurately reflects the real-time count of chats assigned to an operator. Previously, this metric incorrectly displayed '0' regardless of the actual assignment state.
Portal Navigation and Scrolling
Scrolling functionality has been restored across the portal, specifically addressing issues within the 'Agents/Operators' and 'Billing' tabs. Users can now navigate through content that extends beyond the initial viewport using standard mouse, trackpad, or keyboard inputs.
Batch Job Search Functionality
The Batch Job tab search fields have been updated to ensure full operational capability. A new 'All' option has been introduced to the Status drop-down menu, allowing users to retrieve a comprehensive list of all batch jobs regardless of their specific status.
Ticket coverage
- CHAT-17882 — Fixes a data synchronization bug where the 'Active Chats' column incorrectly displayed zero for operators with active assignments.
- CHAT-17883 — Resolves a UI/UX defect where the 'Agents/Operators' and 'Billing' tabs lacked scroll functionality, preventing access to off-screen content.
- CHAT-17908 — Restores functionality to search fields in the Batch Job tab and adds an 'All' status filter to the Status drop-down for comprehensive result retrieval.
System Infrastructure and Video Greet Configuration Documentation
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Use Direct Streaming Link' flag is intended to bypass Cloudflare for specific network performance or security requirements.
- The 'British Summer Time' fix involves updating the timezone mapping or library dependencies to support standard IANA/Windows timezone identifiers.
- The Lead Form fix involved a backend API or database query adjustment to ensure data parity between legacy and new portals.
graph LR
A[Admin Configures Streaming] --> B[System Updates Websync URL Type]
B --> C[Visitor/Agent Loads Connection]
C --> D{Connection Type}
D -->|Direct Link| E[Use Non-CF URL]
D -->|Standard| F[Use CF URL]
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Overview
This documentation covers recent updates to system infrastructure, including global configuration settings for streaming, resolution of timezone-related exceptions, and maintenance of the Video Greet and Lead Form features.
Global Streaming Configuration
The system now includes a "Use Direct Streaming Link" column within the global settings. This feature allows administrators to toggle the use of direct streaming links, facilitating the use of non-CF (Cloudflare) URLs for websync connections on both the visitor-facing side and the agent dashboard.
Video Greet Functionality
- Quality Management: Video Greet uploads are processed via Cloudflare. While source files may be in 1080p, the playback quality is dynamic and dependent on the end-user's network conditions. Currently, the system does not support forcing a default resolution, as Cloudflare handles adaptive streaming.
- Browser Compatibility: Users may observe quality discrepancies between browsers (e.g., Chrome vs. Safari) due to varying support for video codecs and hardware acceleration.
- Loading Issues: Intermittent failures in loading Video Greet assets are under investigation. Preliminary findings suggest that issues may be related to specific browser configurations or missing local video codecs on the client side.
Lead Form Data Retrieval
The customer portal has been updated to ensure that lead data is correctly retrieved and displayed. This fix addresses instances where lead records were visible in legacy systems but failed to render in the modern customer portal interface.
Timezone Handling
The system has been updated to address System.TimeZoneNotFoundException errors occurring when the application attempts to resolve the 'British Summer Time' identifier. This ensures that "Hours of Operation" calculations remain stable across different server environments.
Ticket coverage
- CHAT-17890 — Adds a "Use Direct Streaming Link" column to global settings to enable non-CF URL connections for websync.
- CHAT-17902 — Resolves a
TimeZoneNotFoundExceptioncaused by the system failing to locate the 'British Summer Time' ID. - CHAT-17897 — Fixes a bug where lead form data failed to render on the customer portal for specific lead IDs.
- CHAT-17917 — Investigates intermittent loading failures for Video Greet, potentially linked to client-side codec support or browser behavior.
- CHAT-17918 — Clarifies that Video Greet quality is managed by Cloudflare's adaptive streaming and is subject to user network conditions.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to system infrastructure, including global configuration settings for streaming, resolution of timezone-related exceptions, and maintenance of the Video Greet and Lead Form features.
Global Streaming Configuration
The system now includes a "Use Direct Streaming Link" column within the global settings. This feature allows administrators to toggle the use of direct streaming links, facilitating the use of non-CF (Cloudflare) URLs for websync connections on both the visitor-facing side and the agent dashboard.
Video Greet Functionality
- Quality Management: Video Greet uploads are processed via Cloudflare. While source files may be in 1080p, the playback quality is dynamic and dependent on the end-user's network conditions. Currently, the system does not support forcing a default resolution, as Cloudflare handles adaptive streaming.
- Browser Compatibility: Users may observe quality discrepancies between browsers (e.g., Chrome vs. Safari) due to varying support for video codecs and hardware acceleration.
- Loading Issues: Intermittent failures in loading Video Greet assets are under investigation. Preliminary findings suggest that issues may be related to specific browser configurations or missing local video codecs on the client side.
Lead Form Data Retrieval
The customer portal has been updated to ensure that lead data is correctly retrieved and displayed. This fix addresses instances where lead records were visible in legacy systems but failed to render in the modern customer portal interface.
Timezone Handling
The system has been updated to address System.TimeZoneNotFoundException errors occurring when the application attempts to resolve the 'British Summer Time' identifier. This ensures that "Hours of Operation" calculations remain stable across different server environments.
Ticket coverage
- CHAT-17890 — Adds a "Use Direct Streaming Link" column to global settings to enable non-CF URL connections for websync.
- CHAT-17902 — Resolves a
TimeZoneNotFoundExceptioncaused by the system failing to locate the 'British Summer Time' ID. - CHAT-17897 — Fixes a bug where lead form data failed to render on the customer portal for specific lead IDs.
- CHAT-17917 — Investigates intermittent loading failures for Video Greet, potentially linked to client-side codec support or browser behavior.
- CHAT-17918 — Clarifies that Video Greet quality is managed by Cloudflare's adaptive streaming and is subject to user network conditions.
Chat Widget UI Modernization
▶ 1 earlier version
▶ 3 assumptions
Overview
The Chat Widget UI Modernization initiative enhances the user experience by introducing a premium design language, intuitive interaction patterns, and streamlined navigation. This update focuses on visual consistency, improved accessibility, and efficient conversation management.
Typography and Visual Design
The widget adopts a new typography system: Hanken Grotesk for UI elements and Fraunces for headings. This ensures a premium look and consistent heading hierarchy across all devices without compromising performance.
Interaction and Navigation
- Animated Close Button: Replaces static controls with a floating, animated button that provides immediate visual feedback upon interaction.
- Exit Popup: A conversion-focused overlay appears when a user attempts to leave, displaying agent details, urgency messaging, and a 'Continue Chat' CTA.
- Restart Chat: Users can reset their session via the chat menu. A confirmation modal prevents accidental data loss.
Conversation Management
- Consent Form Overlay: A mandatory step for compliance where users select communication preferences (Yes, Yes/Different Number, or No).
- System Messages: Informational, read-only updates (e.g., 'Chat transferred to SMS') are injected into the timeline to provide context.
- Poke Messages: Inactivity-triggered overlays that encourage user re-engagement via configurable CTAs.
Selection Components
- Inline Lists: Multi-select and single-select options are now rendered directly within the chat thread, replacing bottom sheets. These lists feature fixed heights with scrollbars for long option sets and clear visual highlighting for selections.
Ticket coverage
- CHAT-17952 — Implements Hanken Grotesk and Fraunces fonts to establish a premium, consistent visual hierarchy.
- CHAT-17953 — Introduces an animated floating close button to improve interaction responsiveness.
- CHAT-17954 — Deploys a redesigned exit popup with agent profile and 'Continue Chat' functionality to reduce session abandonment.
- CHAT-17960 — Adds a 'Restart Chat' feature in the menu with a confirmation modal to reset conversation state.
- CHAT-17961 — Integrates a mandatory consent form overlay to capture and store user communication preferences.
- CHAT-17962 — Enables read-only system messages within the chat timeline to provide event-based status updates.
- CHAT-17982 — Implements poke message overlays to re-engage inactive users based on configured business rules.
- CHAT-17993 — Replaces bottom sheets with inline, scrollable lists for multi-select options, including a 'Confirm' button with selection count.
- CHAT-17994 — Transitions single-select options to an inline list view when exceeding 5 options, ensuring a streamlined flow.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'RD Premium' and 'Floating Chat Widget' are treated as distinct configuration entities that require protection from the Customer Portal's global theme settings.
- The cross-button alignment issue was a logic error regarding the widget's anchor point rather than a design flaw.
- The MC question selection issue was a functional bug in the event listener or rendering layer.
graph LR
A[Start Chat] --> B{Interaction}
B --> C[Select Option/MC Question]
B --> D[Call Connect Action]
B --> E[Inactivity] --> F[Poke Message Overlay]
B --> G[Attempt Exit] --> H[Exit Popup]
B --> I[Menu Action] --> J[Restart Chat Confirmation]
✎ This documentation has been manually edited.
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Overview
The Chat Widget UI Modernization initiative enhances the user experience by introducing a premium design language, intuitive interaction patterns, and streamlined navigation. This update focuses on visual consistency, improved accessibility, and efficient conversation management.
Typography and Visual Design
The widget adopts a new typography system: Hanken Grotesk for UI elements and Fraunces for headings. This ensures a premium look and consistent heading hierarchy across all devices. The UI supports dynamic positioning (left/right) with context-aware placement for interactive elements like the close button.
Interaction and Navigation
- Animated Close Button: A floating, animated button provides immediate visual feedback. Its position is dynamically adjusted based on the widget's alignment (left or right) to ensure optimal UX.
- Exit Popup: A conversion-focused overlay appears when a user attempts to leave, displaying agent details, urgency messaging, and a 'Continue Chat' CTA.
- Restart Chat: Users can reset their session via the chat menu. A confirmation modal prevents accidental data loss.
- Call Connect: When enabled, a phone/call icon is displayed within the widget interface, providing direct access to call functionality.
Conversation Management
- Consent Form Overlay: A mandatory step for compliance where users select communication preferences.
- System Messages: Informational, read-only updates (e.g., 'Chat transferred to SMS') are injected into the timeline.
- Poke Messages: Inactivity-triggered overlays that encourage user re-engagement.
- Multiple Choice (MC) Questions: Users can interact with and select options from MC questions rendered within the chat thread.
Backend Compatibility and Configuration
To ensure stability across platforms, the Customer Portal now recognizes 'RD Premium' and 'Floating Chat Widget' types. Backend logic ensures that theme updates in the Customer Portal do not overwrite or conflict with configurations managed via the Legacy Portal.
Ticket coverage
- CHAT-17952 — Implements Hanken Grotesk and Fraunces fonts.
- CHAT-17953 — Introduces an animated floating close button.
- CHAT-17954 — Redesigned exit popup with 'Continue Chat' functionality.
- CHAT-17960 — 'Restart Chat' feature with confirmation modal.
- CHAT-17961 — Mandatory consent form overlay.
- CHAT-17962 — Read-only system messages.
- CHAT-17982 — Poke message overlays for re-engagement.
- CHAT-17993 — Inline, scrollable lists for multi-select options.
- CHAT-17994 — Inline list view for single-select options.
- CHAT-18027 — Backend support for RD Premium in Customer Portal to prevent configuration overwrites.
- CHAT-18028 — Backend support for Floating Chat Widget in Customer Portal to prevent configuration overwrites.
- CHAT-18029 — Fixes cross-button alignment based on widget position (left/right).
- CHAT-18030 — Fixes missing Call Connect icon display issue.
- CHAT-18031 — Fixes interaction issue preventing selection of MC questions.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Chat Widget UI Modernization initiative enhances the user experience by introducing a premium design language, intuitive interaction patterns, and streamlined navigation. This update focuses on visual consistency, improved accessibility, and efficient conversation management.
Typography and Visual Design
The widget adopts a new typography system: Hanken Grotesk for UI elements and Fraunces for headings. This ensures a premium look and consistent heading hierarchy across all devices. The UI supports dynamic positioning (left/right) with context-aware placement for interactive elements like the close button.
Interaction and Navigation
- Animated Close Button: A floating, animated button provides immediate visual feedback. Its position is dynamically adjusted based on the widget's alignment (left or right) to ensure optimal UX.
- Exit Popup: A conversion-focused overlay appears when a user attempts to leave, displaying agent details, urgency messaging, and a 'Continue Chat' CTA.
- Restart Chat: Users can reset their session via the chat menu. A confirmation modal prevents accidental data loss.
- Call Connect: When enabled, a phone/call icon is displayed within the widget interface, providing direct access to call functionality.
Conversation Management
- Consent Form Overlay: A mandatory step for compliance where users select communication preferences.
- System Messages: Informational, read-only updates (e.g., 'Chat transferred to SMS') are injected into the timeline.
- Poke Messages: Inactivity-triggered overlays that encourage user re-engagement.
- Multiple Choice (MC) Questions: Users can interact with and select options from MC questions rendered within the chat thread.
Backend Compatibility and Configuration
To ensure stability across platforms, the Customer Portal now recognizes 'RD Premium' and 'Floating Chat Widget' types. Backend logic ensures that theme updates in the Customer Portal do not overwrite or conflict with configurations managed via the Legacy Portal.
Ticket coverage
- CHAT-17952 — Implements Hanken Grotesk and Fraunces fonts.
- CHAT-17953 — Introduces an animated floating close button.
- CHAT-17954 — Redesigned exit popup with 'Continue Chat' functionality.
- CHAT-17960 — 'Restart Chat' feature with confirmation modal.
- CHAT-17961 — Mandatory consent form overlay.
- CHAT-17962 — Read-only system messages.
- CHAT-17982 — Poke message overlays for re-engagement.
- CHAT-17993 — Inline, scrollable lists for multi-select options.
- CHAT-17994 — Inline list view for single-select options.
- CHAT-18027 — Backend support for RD Premium in Customer Portal to prevent configuration overwrites.
- CHAT-18028 — Backend support for Floating Chat Widget in Customer Portal to prevent configuration overwrites.
- CHAT-18029 — Fixes cross-button alignment based on widget position (left/right).
- CHAT-18030 — Fixes missing Call Connect icon display issue.
- CHAT-18031 — Fixes interaction issue preventing selection of MC questions.
Chat Widget Security and Compliance Documentation
▶ 2 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- It is assumed that the 'Secure' flag for cookies can be implemented even if 'HttpOnly' cannot, or that the customer's security scanner will accept the technical limitation regarding 'HttpOnly' once documented.
- It is assumed that the update to the Blazeo link in CHAT-17957 is a global change applied to all instances of the chat widget script.
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Overview
This documentation outlines recent security enhancements applied to the chat widget to ensure compliance with modern web security standards, specifically addressing vulnerabilities related to cookie attributes and mixed-content risks.
Cookie Security Policy
To mitigate risks associated with client-side session management, the chat widget maintains state using specific cookies. While the HttpOnly flag is technically incompatible with cookies that require client-side JavaScript access for widget state management, the system ensures that all cookies are handled in accordance with the security requirements of the host environment.
Mixed Content Remediation
To prevent browser-level security warnings and potential man-in-the-middle vulnerabilities, all hard-coded links within the chat widget interface have been updated to enforce HTTPS. This ensures that the widget maintains a secure connection state when interacting with external branding or credit links.
Ticket coverage
- CHAT-17955 — Addresses security scanner findings regarding missing Secure and HTTPOnly flags on client-side cookies (apexchat_dompopup_chatwindow, apexchat_dom_ui_controller, and livechat_prechat_messagecounter).
- CHAT-17957 — Resolves a Mixed Content vulnerability by updating the hard-coded 'Blazeo' branding link from HTTP to HTTPS within the chat widget script.
Business Rules and Constraints
- Client-side cookies used for widget state management cannot be marked as 'HttpOnly' because they must remain accessible to the widget's JavaScript logic.
- All external links rendered within the widget must utilize the HTTPS protocol to prevent Mixed Content security violations.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation outlines recent security enhancements applied to the chat widget to ensure compliance with modern web security standards, specifically addressing vulnerabilities related to cookie attributes and mixed-content risks.
Cookie Security Policy
To mitigate risks associated with client-side session management, the chat widget maintains state using specific cookies. While the HttpOnly flag is technically incompatible with cookies that require client-side JavaScript access for widget state management, the system ensures that all cookies are handled in accordance with the security requirements of the host environment.
Mixed Content Remediation
To prevent browser-level security warnings and potential man-in-the-middle vulnerabilities, all hard-coded links within the chat widget interface have been updated to enforce HTTPS. This ensures that the widget maintains a secure connection state when interacting with external branding or credit links.
Ticket coverage
- CHAT-17955 — Addresses security scanner findings regarding missing Secure and HTTPOnly flags on client-side cookies (apexchat_dompopup_chatwindow, apexchat_dom_ui_controller, and livechat_prechat_messagecounter).
- CHAT-17957 — Resolves a Mixed Content vulnerability by updating the hard-coded 'Blazeo' branding link from HTTP to HTTPS within the chat widget script.
Business Rules and Constraints
- Client-side cookies used for widget state management cannot be marked as 'HttpOnly' because they must remain accessible to the widget's JavaScript logic.
- All external links rendered within the widget must utilize the HTTPS protocol to prevent Mixed Content security violations.
Chat Platform Social Integration
▶ 2 earlier versions
▶ 2 assumptions
Overview
This documentation covers recent updates to the chat platform's social integration layer, including API versioning, expansion of Instagram DM capabilities, formal documentation of WhatsApp feature constraints, and the integration of WhatsApp into the Customer Portal's reporting and lead management systems.
Facebook Graph API Update
The platform has migrated to the latest version of the Facebook Graph API. This ensures continued compatibility with Meta's infrastructure, maintains secure authentication protocols, and prevents service disruption due to API deprecation.
Instagram Direct Message Integration
The platform supports the ingestion and management of Instagram Direct Messages (DMs). This integration allows users to view and respond to Instagram-originated conversations directly within the unified chat interface, streamlining cross-platform communication management.
WhatsApp Integration & Portal Analytics
While the platform supports WhatsApp messaging, it is subject to specific functional constraints. Additionally, WhatsApp is now recognized as a distinct channel within the Customer Portal:
- Lead Tracking: WhatsApp is now an available value in the 'Initiated By' column within the Leads section, allowing for accurate identification of lead sources.
- Analytics: WhatsApp is included as a filterable channel in the Analytics section. Users can segment data, view conversation volumes, and analyze lead performance specifically for WhatsApp-originated interactions.
WhatsApp Integration Constraints
The following features remain explicitly unsupported for WhatsApp:
- Media & Files: Images, Voice Notes, GIFs, and Documents.
- Automation: AI Bot interactions and Quick Responses.
- Advanced Tools: Call connect, Appointment scheduling, and Document signing.
Ticket coverage
- CHAT-17956 — Updates the codebase to the latest Facebook Graph API version to ensure ongoing platform stability and compliance.
- CHAT-17998 — Extends the social integration suite to support the handling of Instagram Direct Message (DM) threads.
- CHAT-18019 — Formalizes the list of unsupported features for the WhatsApp integration to manage user expectations and technical limitations.
- CHAT-17996 — Integrates WhatsApp as a trackable channel in the Customer Portal, enabling 'Initiated By' lead attribution and channel-specific analytics filtering.
Overview
This documentation covers recent updates to the chat platform's social integration layer, including API versioning, expansion of Instagram DM capabilities, and formal documentation of WhatsApp feature constraints.
Facebook Graph API Update
The platform has migrated to the latest version of the Facebook Graph API. This ensures continued compatibility with Meta's infrastructure, maintains secure authentication protocols, and prevents service disruption due to API deprecation.
Instagram Direct Message Integration
The platform now supports the ingestion and management of Instagram Direct Messages (DMs). This integration allows users to view and respond to Instagram-originated conversations directly within the unified chat interface, streamlining cross-platform communication management.
WhatsApp Integration Constraints
While the platform supports WhatsApp messaging, the following features are explicitly unsupported. Users attempting to utilize these features will find them unavailable or non-functional within the chat interface:
- Media & Files: Images, Voice Notes, GIFs, and Documents.
- Automation: AI Bot interactions and Quick Responses.
- Advanced Tools: Call connect, Appointment scheduling, and Document signing.
Ticket coverage
- CHAT-17956 — Updates the codebase to the latest Facebook Graph API version to ensure ongoing platform stability and compliance.
- CHAT-17998 — Extends the social integration suite to support the handling of Instagram Direct Message (DM) threads.
- CHAT-18019 — Formalizes the list of unsupported features for the WhatsApp integration to manage user expectations and technical limitations.
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 417 error indicates a server-side expectation mismatch regarding the WhatsApp channel data format.
- The feature is considered 'in-progress' rather than 'fully released' due to the failed verification status.
graph LR
A[Incoming Social Message] --> B{Platform Type}
B -->|Facebook| C[Graph API Processor]
B -->|Instagram| D[DM Handler]
B -->|WhatsApp| E[Messaging Gateway]
C --> F[Unified Chat Interface]
D --> F
E --> F
F --> G[Customer Portal Analytics/Leads]
G --> H{Data Validation}
H -->|Success| I[Display Data]
H -->|Error 417| J[Report Failure]
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Overview
This documentation covers recent updates to the chat platform's social integration layer, including API versioning, expansion of Instagram DM capabilities, formal documentation of WhatsApp feature constraints, and the integration of WhatsApp into the Customer Portal's reporting and lead management systems.
Facebook Graph API Update
The platform has migrated to the latest version of the Facebook Graph API. This ensures continued compatibility with Meta's infrastructure, maintains secure authentication protocols, and prevents service disruption due to API deprecation.
Instagram Direct Message Integration
The platform supports the ingestion and management of Instagram Direct Messages (DMs). This integration allows users to view and respond to Instagram-originated conversations directly within the unified chat interface, streamlining cross-platform communication management.
WhatsApp Integration & Portal Analytics
While the platform supports WhatsApp messaging, it is subject to specific functional constraints. Additionally, WhatsApp is now recognized as a distinct channel within the Customer Portal:
- Lead Tracking: WhatsApp is an available value in the 'Initiated By' column within the Leads section, allowing for accurate identification of lead sources.
- Analytics: WhatsApp is included as a filterable channel in the Analytics section. Users can segment data, view conversation volumes, and analyze lead performance specifically for WhatsApp-originated interactions.
Note: Current implementation is undergoing verification to resolve data retrieval errors (HTTP 417) when applying WhatsApp-specific filters.
WhatsApp Integration Constraints
The following features remain explicitly unsupported for WhatsApp:
- Media & Files: Images, Voice Notes, GIFs, and Documents.
- Automation: AI Bot interactions and Quick Responses.
- Advanced Tools: Call connect, Appointment scheduling, and Document signing.
Ticket coverage
- CHAT-17956 — Updates the codebase to the latest Facebook Graph API version to ensure ongoing platform stability and compliance.
- CHAT-17998 — Extends the social integration suite to support the handling of Instagram Direct Message (DM) threads.
- CHAT-18019 — Formalizes the list of unsupported features for the WhatsApp integration to manage user expectations and technical limitations.
- CHAT-17996 — Integrates WhatsApp as a trackable channel in the Customer Portal, enabling 'Initiated By' lead attribution and channel-specific analytics filtering. Note: This feature is currently in a failed verification state due to 417 Expectation Failed errors during analytics filtering.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat platform's social integration layer, including API versioning, expansion of Instagram DM capabilities, formal documentation of WhatsApp feature constraints, and the integration of WhatsApp into the Customer Portal's reporting and lead management systems.
Facebook Graph API Update
The platform has migrated to the latest version of the Facebook Graph API. This ensures continued compatibility with Meta's infrastructure, maintains secure authentication protocols, and prevents service disruption due to API deprecation.
Instagram Direct Message Integration
The platform supports the ingestion and management of Instagram Direct Messages (DMs). This integration allows users to view and respond to Instagram-originated conversations directly within the unified chat interface, streamlining cross-platform communication management.
WhatsApp Integration & Portal Analytics
While the platform supports WhatsApp messaging, it is subject to specific functional constraints. Additionally, WhatsApp is now recognized as a distinct channel within the Customer Portal:
- Lead Tracking: WhatsApp is an available value in the 'Initiated By' column within the Leads section, allowing for accurate identification of lead sources.
- Analytics: WhatsApp is included as a filterable channel in the Analytics section. Users can segment data, view conversation volumes, and analyze lead performance specifically for WhatsApp-originated interactions.
Note: Current implementation is undergoing verification to resolve data retrieval errors (HTTP 417) when applying WhatsApp-specific filters.
WhatsApp Integration Constraints
The following features remain explicitly unsupported for WhatsApp:
- Media & Files: Images, Voice Notes, GIFs, and Documents.
- Automation: AI Bot interactions and Quick Responses.
- Advanced Tools: Call connect, Appointment scheduling, and Document signing.
Ticket coverage
- CHAT-17956 — Updates the codebase to the latest Facebook Graph API version to ensure ongoing platform stability and compliance.
- CHAT-17998 — Extends the social integration suite to support the handling of Instagram Direct Message (DM) threads.
- CHAT-18019 — Formalizes the list of unsupported features for the WhatsApp integration to manage user expectations and technical limitations.
- CHAT-17996 — Integrates WhatsApp as a trackable channel in the Customer Portal, enabling 'Initiated By' lead attribution and channel-specific analytics filtering. Note: This feature is currently in a failed verification state due to 417 Expectation Failed errors during analytics filtering.
Chat Widget Interaction Logic and Floating Widget Enhancements
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'legacy Portal' refers to the administrative interface used by company managers.
- The 'Blazeo purple' color is a predefined brand constant in the CSS/UI library.
- The 'Scriptbot' feature is a prerequisite for automated message sequencing in specific company configurations.
graph LR
A[User Opens Chat] --> B{Floating Window Enabled?}
B -- Yes --> C[Show Startup Window]
C --> D[User Selects Keep Chatting]
D --> E[Sync Chat State]
E --> F[Display Question/Options]
B -- No --> F
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Overview
This documentation covers recent updates to the chat widget interaction logic, focusing on floating window management, UI consistency, and behavioral fixes for end-chat sequences and menu options.
Floating Chat Widget
The floating chat widget now supports a configurable startup window to improve user experience. When a user interacts with the widget, a startup prompt appears with the heading "Keep chatting here?", a primary "Keep chatting" button (styled in Blazeo purple), and a secondary "Close" option, along with an X icon for dismissal.
Chat Interaction Logic
- End Chat Behavior: When a CTA with a link is configured to "End Chat", the system is required to display the mapped question before terminating the session. For companies without 'Scriptbot' enabled, ensure the configuration is set to 'Auto send' to trigger the display of the next message.
- Live Transfer Visibility: The "Transfer to Live Person" option is now conditionally hidden during poke message arrivals if the "ChatBot to Live Agent Transfer" setting is disabled in the dashboard.
- Syncing: The system now synchronizes chat history between the floating window and the DOM widget, ensuring that both the question and the visitor's selected options are visible when switching interfaces. This includes support for Time, Time/Calendar, and Calendar/Date question types.
Configuration
Administrators can enable or disable the Floating Chat Window via a new flag located in the profile section of the legacy Portal.
Ticket coverage
- CHAT-17963 — Ensures mapped questions are displayed before ending a chat when a CTA with a link is triggered.
- CHAT-17967 — Prevents the "Transfer to Live Person" option from appearing on poke messages when live agent transfer is disabled.
- CHAT-17974 — Adds a global flag to the dashboard to enable or disable the floating chat window functionality.
- CHAT-17977 — Synchronizes chat display states between the floating window and the DOM, specifically for grid and date/time question types.
- CHAT-17984 — Addresses a UI bug where the "Skip this question" option appears twice for pipe questions in pre-chat.
- CHAT-17989 — Implements performance optimizations for the chat widget.
- CHAT-17997 — Updates the floating widget startup window with a clean, minimal design and specific call-to-action buttons.
- CHAT-18009 — Enables the initialization of windowed chat sessions using a specific chatbot GUID.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers recent updates to the chat widget interaction logic, focusing on floating window management, UI consistency, and behavioral fixes for end-chat sequences and menu options.
Floating Chat Widget
The floating chat widget now supports a configurable startup window to improve user experience. When a user interacts with the widget, a startup prompt appears with the heading "Keep chatting here?", a primary "Keep chatting" button (styled in Blazeo purple), and a secondary "Close" option, along with an X icon for dismissal.
Chat Interaction Logic
- End Chat Behavior: When a CTA with a link is configured to "End Chat", the system is required to display the mapped question before terminating the session. For companies without 'Scriptbot' enabled, ensure the configuration is set to 'Auto send' to trigger the display of the next message.
- Live Transfer Visibility: The "Transfer to Live Person" option is now conditionally hidden during poke message arrivals if the "ChatBot to Live Agent Transfer" setting is disabled in the dashboard.
- Syncing: The system now synchronizes chat history between the floating window and the DOM widget, ensuring that both the question and the visitor's selected options are visible when switching interfaces. This includes support for Time, Time/Calendar, and Calendar/Date question types.
Configuration
Administrators can enable or disable the Floating Chat Window via a new flag located in the profile section of the legacy Portal.
Ticket coverage
- CHAT-17963 — Ensures mapped questions are displayed before ending a chat when a CTA with a link is triggered.
- CHAT-17967 — Prevents the "Transfer to Live Person" option from appearing on poke messages when live agent transfer is disabled.
- CHAT-17974 — Adds a global flag to the dashboard to enable or disable the floating chat window functionality.
- CHAT-17977 — Synchronizes chat display states between the floating window and the DOM, specifically for grid and date/time question types.
- CHAT-17984 — Addresses a UI bug where the "Skip this question" option appears twice for pipe questions in pre-chat.
- CHAT-17989 — Implements performance optimizations for the chat widget.
- CHAT-17997 — Updates the floating widget startup window with a clean, minimal design and specific call-to-action buttons.
- CHAT-18009 — Enables the initialization of windowed chat sessions using a specific chatbot GUID.
Floating Chat Widget Stability and Feature Parity
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'DOM mode' mentioned in CHAT-17983 refers to the standard web-embedded chat implementation.
- The removal of 'Restart chat' from the floating window in CHAT-17988 is a permanent design decision.
- Beta environment testing is considered sufficient validation for production deployment for most features.
graph LR
A[Start Chat] --> B{Is Browser Supported?}
B -- Yes --> C[Display Floating Widget]
B -- No --> D[Hide Widget/Default UI]
C --> E[Active Session]
E --> F{User Action}
F -- Send Message/Attachment --> G[Sync with DOM]
F -- Transfer/Schedule --> H[Execute Feature]
F -- End Chat --> I[Hide Widget]
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Overview
The Floating Chat Widget provides a persistent communication interface for visitors, allowing them to maintain active chat sessions while navigating different site elements or switching browser tabs. Recent updates have focused on stabilizing the widget's behavior, ensuring synchronization between the floating interface and the primary DOM, and resolving cross-browser compatibility issues.
Core Functionality and User Flow
- Initialization: The widget initializes only when a chat session is active. It does not appear if a chat has not been initiated.
- Interaction: Visitors can interact with the widget to continue conversations. The widget dynamically resizes to accommodate content changes when the "Keep chatting here" button is clicked.
- Synchronization: The widget maintains state parity with the main chat DOM, including message history, system notifications, and overlay elements (e.g., location disclaimers, phone opt-ins, and poke messages).
- Advanced Features: The widget supports complex chat operations, including Web-to-Text transfers, Language transfers, Speech-to-Text input, and Appointment Scheduling.
Business Rules and Constraints
- Browser Support: The Floating Chat Widget is officially supported on Chrome, Edge, and Opera. It is not compatible with Firefox; in Firefox, the widget will not persist and may only briefly flash before disappearing to prevent conflicts with the Pre-chat widget.
- Session Management: The widget does not appear if a chat session has already ended. Restarting a chat session correctly re-enables the widget functionality.
- DOM Sync: All user inputs, including attachments and speech-to-text transcriptions, are synchronized between the floating window and the main DOM to prevent duplication or data loss.
Ticket coverage
- CHAT-17969 — Ensures the widget container resizes dynamically when the "Keep chatting here" action is triggered.
- CHAT-17970 — Prevents the widget from appearing or restarting sessions after a chat has concluded.
- CHAT-17976 — Restricts widget display to supported browsers (Chrome, Edge, Opera) to prevent UI conflicts with Pre-chat widgets in Firefox.
- CHAT-17980 — Resolves synchronization issues between chat messages and the floating interface.
- CHAT-17981 — Fixes display logic to ensure only the visitor's chat widget is visible, preventing overlap with EP widgets.
- CHAT-17983 — Confirms the widget is designed exclusively for DOM-based chat modes.
- CHAT-17986 — Fixes a bug where the widget would incorrectly trigger during video playback and lose pre-chat state upon return.
- CHAT-17987 — Ensures the widget remains hidden until a chat session is actively started.
- CHAT-17988 — Synchronizes overlay elements like disclaimers and opt-ins; removes the 'Restart' option from the floating window.
- CHAT-17990 — Enables full Quality Testing (QT) functionality within the floating window.
- CHAT-17999 — Enables Web-to-text transfer functionality within the floating widget.
- CHAT-18000 — Enables Language transfer functionality within the floating widget.
- CHAT-18001 — Ensures the widget remains functional if a user chooses to restart the chat.
- CHAT-18002 — Enables Speech-to-text input support for the floating widget.
- CHAT-18003 — Fixes visibility issues when switching browser tabs or windows.
- CHAT-18005 — Prevents duplicate system messages from appearing in the chat history.
- CHAT-18006 — Synchronizes Speech-to-text transcriptions with the main DOM.
- CHAT-18007 — Prevents duplicate attachments from appearing in the DOM when sent via the floating widget.
- CHAT-18008 — Enables Appointment scheduling functionality within the floating widget.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Floating Chat Widget provides a persistent communication interface for visitors, allowing them to maintain active chat sessions while navigating different site elements or switching browser tabs. Recent updates have focused on stabilizing the widget's behavior, ensuring synchronization between the floating interface and the primary DOM, and resolving cross-browser compatibility issues.
Core Functionality and User Flow
- Initialization: The widget initializes only when a chat session is active. It does not appear if a chat has not been initiated.
- Interaction: Visitors can interact with the widget to continue conversations. The widget dynamically resizes to accommodate content changes when the "Keep chatting here" button is clicked.
- Synchronization: The widget maintains state parity with the main chat DOM, including message history, system notifications, and overlay elements (e.g., location disclaimers, phone opt-ins, and poke messages).
- Advanced Features: The widget supports complex chat operations, including Web-to-Text transfers, Language transfers, Speech-to-Text input, and Appointment Scheduling.
Business Rules and Constraints
- Browser Support: The Floating Chat Widget is officially supported on Chrome, Edge, and Opera. It is not compatible with Firefox; in Firefox, the widget will not persist and may only briefly flash before disappearing to prevent conflicts with the Pre-chat widget.
- Session Management: The widget does not appear if a chat session has already ended. Restarting a chat session correctly re-enables the widget functionality.
- DOM Sync: All user inputs, including attachments and speech-to-text transcriptions, are synchronized between the floating window and the main DOM to prevent duplication or data loss.
Ticket coverage
- CHAT-17969 — Ensures the widget container resizes dynamically when the "Keep chatting here" action is triggered.
- CHAT-17970 — Prevents the widget from appearing or restarting sessions after a chat has concluded.
- CHAT-17976 — Restricts widget display to supported browsers (Chrome, Edge, Opera) to prevent UI conflicts with Pre-chat widgets in Firefox.
- CHAT-17980 — Resolves synchronization issues between chat messages and the floating interface.
- CHAT-17981 — Fixes display logic to ensure only the visitor's chat widget is visible, preventing overlap with EP widgets.
- CHAT-17983 — Confirms the widget is designed exclusively for DOM-based chat modes.
- CHAT-17986 — Fixes a bug where the widget would incorrectly trigger during video playback and lose pre-chat state upon return.
- CHAT-17987 — Ensures the widget remains hidden until a chat session is actively started.
- CHAT-17988 — Synchronizes overlay elements like disclaimers and opt-ins; removes the 'Restart' option from the floating window.
- CHAT-17990 — Enables full Quality Testing (QT) functionality within the floating window.
- CHAT-17999 — Enables Web-to-text transfer functionality within the floating widget.
- CHAT-18000 — Enables Language transfer functionality within the floating widget.
- CHAT-18001 — Ensures the widget remains functional if a user chooses to restart the chat.
- CHAT-18002 — Enables Speech-to-text input support for the floating widget.
- CHAT-18003 — Fixes visibility issues when switching browser tabs or windows.
- CHAT-18005 — Prevents duplicate system messages from appearing in the chat history.
- CHAT-18006 — Synchronizes Speech-to-text transcriptions with the main DOM.
- CHAT-18007 — Prevents duplicate attachments from appearing in the DOM when sent via the floating widget.
- CHAT-18008 — Enables Appointment scheduling functionality within the floating widget.
White-Glove Integration for Appointment Scheduler
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- It is assumed that 'White-Glove' links are defined as any third-party scheduling URL configured within the account settings.
- It is assumed that the user has the necessary permissions to modify chat scripts and account-level scheduling settings.
- It is assumed that the system validates the format of third-party URLs provided in the White-Glove configuration.
graph LR
A[Open Appointment Scheduler Question] --> B[Access Link Dropdown]
B --> C{Select Link Type}
C -->|Nylas| D[Select Nylas Link]
C -->|Third-Party| E[Select White-Glove Link]
D --> F[Save Configuration]
E --> F[Save Configuration]
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Overview
The Appointment Scheduler question type now supports the selection of White-Glove appointment links alongside standard Nylas-based links. This enhancement allows users to integrate third-party scheduling tools (such as SmartHub or Calendly) directly into the chat script, providing greater flexibility for accounts that do not utilize the native Nylas integration.
User Flow
- Navigate to the Chat Script editor and select the 'Appointment Scheduler' question type.
- Open the link selection dropdown menu.
- The system populates the list with both Nylas-managed links and configured White-Glove (third-party) links.
- Select the desired link from the unified list.
- Save the question configuration to enable the clickable action within the chat interface.
Business Rules and Constraints
- Unified Selection: The dropdown menu acts as a single source for all available scheduling links, regardless of the underlying provider.
- Configuration Dependency: White-Glove links must be properly configured in the account settings before they appear in the dropdown menu.
- Compatibility: This feature is designed to support non-Nylas third-party scheduling tools, ensuring that accounts without Nylas integration can still leverage the Appointment Scheduler question type.
Ticket coverage
- CHAT-17979 — Enables the selection of White-Glove appointment links within the Appointment Scheduler question type, allowing for the use of third-party scheduling tools in chat scripts.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Appointment Scheduler question type now supports the selection of White-Glove appointment links alongside standard Nylas-based links. This enhancement allows users to integrate third-party scheduling tools (such as SmartHub or Calendly) directly into the chat script, providing greater flexibility for accounts that do not utilize the native Nylas integration.
User Flow
- Navigate to the Chat Script editor and select the 'Appointment Scheduler' question type.
- Open the link selection dropdown menu.
- The system populates the list with both Nylas-managed links and configured White-Glove (third-party) links.
- Select the desired link from the unified list.
- Save the question configuration to enable the clickable action within the chat interface.
Business Rules and Constraints
- Unified Selection: The dropdown menu acts as a single source for all available scheduling links, regardless of the underlying provider.
- Configuration Dependency: White-Glove links must be properly configured in the account settings before they appear in the dropdown menu.
- Compatibility: This feature is designed to support non-Nylas third-party scheduling tools, ensuring that accounts without Nylas integration can still leverage the Appointment Scheduler question type.
Ticket coverage
- CHAT-17979 — Enables the selection of White-Glove appointment links within the Appointment Scheduler question type, allowing for the use of third-party scheduling tools in chat scripts.
Portal User Profile Management and Channel Attribution Enhancements
⚠ Why confidence is low
65%
- Tickets CHAT-18013 through CHAT-18016 are task-level items with no descriptive content, requiring inference regarding the technical implementation of profile management.
- The specific technical mechanism for 'single record' saving is not detailed in the provided Jira data.
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'single record' update logic implies a move toward atomic database operations to prevent data duplication.
- Analytics data in the Customer Portal is expected to automatically aggregate the new 'WhatsApp' channel once the filter is correctly implemented.
- The profile retrieval logic changes are intended to reduce latency and improve data consistency across portal sessions.
graph LR
A[Chat Initiation/Invitation] --> B[Retrieve Profile Logic]
B --> C{Profile Update?}
C -->|Yes| D[Save/Modify Single Record]
C -->|No| E[Display/Log Interaction]
D --> F[Update Analytics/Leads View]
E --> F
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Overview
This documentation covers updates to the Legacy and Customer Portals regarding WhatsApp channel attribution and user profile management logic. These changes ensure that WhatsApp-initiated interactions are correctly identified, categorized, and analyzed across all portal modules, while optimizing how user profiles are retrieved and persisted during chat sessions.
WhatsApp Channel Attribution
To improve visibility into communication channels, the system now explicitly identifies 'WhatsApp' as an 'Initiated By' value.
Legacy Portal
- The 'CHATS' tab now displays 'WhatsApp' in the 'Initiated By' column for all relevant chat records.
- Existing channel data remains unaffected.
Customer Portal
- The 'Leads' section includes 'WhatsApp' as a selectable option in the 'Initiated By' column.
- The 'Analytics' section supports 'WhatsApp' as a filterable channel, allowing users to segment data specifically for WhatsApp-originated leads and conversations.
Profile Management Logic
System updates are currently in progress to refine how user profiles are handled during chat interactions:
- Persistence: Logic is being implemented to ensure that profile changes trigger a save or modification of a single record rather than redundant updates.
- Retrieval: The logic for fetching profile data is being optimized for both the initiation of a chat and the rendering of invitations to ensure data accuracy and performance.
Ticket coverage
- CHAT-17995 — Adds 'WhatsApp' as a display value in the 'Initiated By' column within the Legacy Portal CHATS tab.
- CHAT-17996 — Adds 'WhatsApp' as a filter and display value in the Customer Portal Leads and Analytics sections.
- CHAT-18013 — Implements logic to save or modify a single profile record upon changes in the Legacy Portal.
- CHAT-18014 — Implements logic to save or modify a single profile record upon changes in the Customer Portal.
- CHAT-18015 — Updates the underlying logic for retrieving user profiles when a chat session is initiated.
- CHAT-18016 — Updates the logic for retrieving user profiles during the invitation rendering process.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers updates to the Legacy and Customer Portals regarding WhatsApp channel attribution and user profile management logic. These changes ensure that WhatsApp-initiated interactions are correctly identified, categorized, and analyzed across all portal modules, while optimizing how user profiles are retrieved and persisted during chat sessions.
WhatsApp Channel Attribution
To improve visibility into communication channels, the system now explicitly identifies 'WhatsApp' as an 'Initiated By' value.
Legacy Portal
- The 'CHATS' tab now displays 'WhatsApp' in the 'Initiated By' column for all relevant chat records.
- Existing channel data remains unaffected.
Customer Portal
- The 'Leads' section includes 'WhatsApp' as a selectable option in the 'Initiated By' column.
- The 'Analytics' section supports 'WhatsApp' as a filterable channel, allowing users to segment data specifically for WhatsApp-originated leads and conversations.
Profile Management Logic
System updates are currently in progress to refine how user profiles are handled during chat interactions:
- Persistence: Logic is being implemented to ensure that profile changes trigger a save or modification of a single record rather than redundant updates.
- Retrieval: The logic for fetching profile data is being optimized for both the initiation of a chat and the rendering of invitations to ensure data accuracy and performance.
Ticket coverage
- CHAT-17995 — Adds 'WhatsApp' as a display value in the 'Initiated By' column within the Legacy Portal CHATS tab.
- CHAT-17996 — Adds 'WhatsApp' as a filter and display value in the Customer Portal Leads and Analytics sections.
- CHAT-18013 — Implements logic to save or modify a single profile record upon changes in the Legacy Portal.
- CHAT-18014 — Implements logic to save or modify a single profile record upon changes in the Customer Portal.
- CHAT-18015 — Updates the underlying logic for retrieving user profiles when a chat session is initiated.
- CHAT-18016 — Updates the logic for retrieving user profiles during the invitation rendering process.
Agent Dashboard Performance and Stability
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The issue is classified as a browser-level bug rather than a backend performance bottleneck.
- The 'More Info Required' status implies that a permanent code-level fix may be pending further investigation or browser updates.
- The dashboard is intended to handle high-frequency user input without locking the main thread.
graph LR
A[User Interaction] --> B{Event Processing}
B --> C[Update UI State]
C --> D[Dashboard Remains Responsive]
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Overview
The Agent Dashboard is designed to provide real-time performance metrics and interaction capabilities for support agents. This documentation addresses stability improvements regarding user interface responsiveness during high-frequency interactions.
User Flow
- The agent logs into the dashboard.
- The agent navigates through various performance widgets and interactive elements.
- The system processes click events and updates the UI state.
- The dashboard maintains responsiveness, ensuring that rapid or repeated clicks do not trigger event-loop blocking or UI freezing.
Technical Constraints and Known Issues
- Browser Compatibility: The dashboard's responsiveness is currently subject to external dependencies within the Google Chrome browser engine.
- Performance Behavior: Under specific conditions in Chrome, rapid interaction sequences may lead to temporary unresponsiveness. This behavior is observed as a cross-platform issue affecting multiple web applications, not limited to this specific product.
Ticket coverage
- CHAT-18018 — Investigates and documents dashboard unresponsiveness caused by rapid user interaction, identifying the root cause as a browser-level issue in Google Chrome.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
The Agent Dashboard is designed to provide real-time performance metrics and interaction capabilities for support agents. This documentation addresses stability improvements regarding user interface responsiveness during high-frequency interactions.
User Flow
- The agent logs into the dashboard.
- The agent navigates through various performance widgets and interactive elements.
- The system processes click events and updates the UI state.
- The dashboard maintains responsiveness, ensuring that rapid or repeated clicks do not trigger event-loop blocking or UI freezing.
Technical Constraints and Known Issues
- Browser Compatibility: The dashboard's responsiveness is currently subject to external dependencies within the Google Chrome browser engine.
- Performance Behavior: Under specific conditions in Chrome, rapid interaction sequences may lead to temporary unresponsiveness. This behavior is observed as a cross-platform issue affecting multiple web applications, not limited to this specific product.
Ticket coverage
- CHAT-18018 — Investigates and documents dashboard unresponsiveness caused by rapid user interaction, identifying the root cause as a browser-level issue in Google Chrome.
Chat Widget Interaction Flows: Sound Control and Pre-Chat Bubble Delay
▶ 3 assumptions
The following facts were inferred from context — not explicitly stated in the stories. Verify with the team.
- The 'Portal' mentioned refers to the administrative dashboard where widget settings are managed.
- The mute setting is a persistent configuration rather than a per-session user toggle.
- The delay functionality applies specifically to the initial CTA bubble, not subsequent chat messages.
graph LR
A[Widget Loads] --> B{Delay Configured?}
B -- Yes --> C[Wait for Duration]
B -- No --> D[Display CTA Bubble]
C --> D
E[Sound Mute Enabled] --> F[Suppress Load Sound]
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Overview
This documentation covers the latest enhancements to the Chat Widget, focusing on user-controlled audio preferences and configurable timing for pre-chat engagement elements.
Sound Mute Functionality
Users and administrators can now suppress audio notifications triggered by the chat widget load. When the mute option is enabled, the widget initializes and displays as normal, but the associated sound effect is suppressed. This ensures a non-intrusive experience for users in quiet environments.
Pre-Chat CTA Message Delay
To improve user experience and prevent immediate visual clutter, the system now supports a configurable delay for the Pre-Chat CTA message bubble.
Workflow
- The Chat Widget loads on the host page.
- The system checks the portal configuration for the 'Pre-Chat Bubble Delay' setting.
- The widget remains in its initial state for the duration of the configured delay.
- Once the timer expires, the Pre-Chat CTA message bubble appears automatically.
Business Rules and Constraints
- Sound Mute: Muting applies specifically to the widget load sound. Other interactive sounds (e.g., message received) may remain active unless otherwise specified in future updates.
- Delay Configuration: The delay duration is managed via the Portal settings. If no delay is set, the bubble defaults to immediate display.
Ticket coverage
- CHAT-18025 — Introduces a mute toggle for the chat widget load sound to allow for silent initialization.
- CHAT-18026 — Adds a configurable delay timer for the Pre-Chat CTA message bubble to control when the engagement prompt appears after widget load.
✦ AI GENERATED
Original AI documentation (read-only)
Overview
This documentation covers the latest enhancements to the Chat Widget, focusing on user-controlled audio preferences and configurable timing for pre-chat engagement elements.
Sound Mute Functionality
Users and administrators can now suppress audio notifications triggered by the chat widget load. When the mute option is enabled, the widget initializes and displays as normal, but the associated sound effect is suppressed. This ensures a non-intrusive experience for users in quiet environments.
Pre-Chat CTA Message Delay
To improve user experience and prevent immediate visual clutter, the system now supports a configurable delay for the Pre-Chat CTA message bubble.
Workflow
- The Chat Widget loads on the host page.
- The system checks the portal configuration for the 'Pre-Chat Bubble Delay' setting.
- The widget remains in its initial state for the duration of the configured delay.
- Once the timer expires, the Pre-Chat CTA message bubble appears automatically.
Business Rules and Constraints
- Sound Mute: Muting applies specifically to the widget load sound. Other interactive sounds (e.g., message received) may remain active unless otherwise specified in future updates.
- Delay Configuration: The delay duration is managed via the Portal settings. If no delay is set, the bubble defaults to immediate display.
Ticket coverage
- CHAT-18025 — Introduces a mute toggle for the chat widget load sound to allow for silent initialization.
- CHAT-18026 — Adds a configurable delay timer for the Pre-Chat CTA message bubble to control when the engagement prompt appears after widget load.
1453 Jira tickets that fed this documentation. Click a row to jump to the feature where it is documented.
| Key | Summary | Type | Documented in | Date ↓ |
|---|---|---|---|---|
| CHAT-18019 | WhatsApp - Unsupported features documentation for WhatsApp Integration | Story | Chat Platform Social Integration | 2026-09-29 |
| CHAT-17998 | Instagram - handle direct DM chats | Story | Chat Platform Social Integration | 2026-09-29 |
| CHAT-17956 | Facebook Graph API update | Task | Chat Platform Social Integration | 2026-09-29 |
| CHAT-18032 | SMS column in legay portal not working | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17992 | Production - Donotreply appearing instead of New Lead for the New Lead email post Domain update | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17978 | [Production] VendorMax history is displayed in the History tab for all companies | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17811 | Suggestive AI Bot Column in Exported CSV Displays ID Instead of Boolean Value | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17808 | Chat Transcript Email Addresses Feature Not Sending Emails | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17782 | Implement search functionality in the legacy portal where we have only pages | Story | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17778 | Full encryption is not working for the email to decrypt in the Portal and the lead email | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17771 | Export - review columns on csv file to validate | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17765 | Production - Unable to send lead for the Chats that has the SMS Optin Consent. | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-17759 | We have received complains that when Credit card number is updated it gets linked with wrong account. | Bug | System Reporting and Data Integrity Documentation | 2026-09-29 |
| CHAT-18031 | [Rounded Dynamic Premium] User Unable to Select MC Question | Bug | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-18030 | [Rounded Dynamic Premium] Call Connect Icon Not Displayed in Widget | Bug | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-18029 | [Rounded Dynamic Premium]Cross Button Position Does Not Match Design | Bug | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-18028 | Add Customer Portal Backend Support for Floating Chat Widget | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-18027 | Add Customer Portal Backend Support for RD Premium Widget | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17994 | List view in chat for Single Select Option | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17993 | Add Inline List View for Multi-Select Options in Chat | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17982 | Poke Messages Overlay | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17962 | System messages overlay | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17961 | Consent form overlay | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17960 | Restart Chat | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17954 | Redesigned Exit Popup | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17953 | Animated Close Button | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-17952 | Updated Typography | Story | Chat Widget UI Modernization | 2026-09-25 |
| CHAT-18026 | Pre-Chat Bubble Message Delay Functionality | Task | Chat Widget Interaction Flows: Sound Control and Pre-Chat Bubble Delay | 2026-09-25 |
| CHAT-18025 | Add an option to remove/mute Sound from Chat Pop-up/Widget load | Task | Chat Widget Interaction Flows: Sound Control and Pre-Chat Bubble Delay | 2026-09-25 |
| CHAT-18024 | System detects LAN Line | Story | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-17966 | Replace Default Twilio Phone Numbers and Implement Multiple Numbers | Task | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-17455 | Text-to-Speech greeting recordings using ElevenLabs | Task | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-17239 | [Call Connect] The visitor should be able to see the business number | Task | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-17225 | Voice Menu Inaccessible for New Voice Customers Due to Incorrect "voiceEnabled" property Setting | Bug | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-17122 | as a user, I want to record my own custom call connect recording for the visitor to hear | Story | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-17083 | The system gives a "Null value in ProvisioningID table" error while saving the Voice settings for a company | Bug | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-16967 | as a user, I want to access the voice section (limited to legacy roles) | Story | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-16962 | Price tier value shows zero for new company after saving in voice tab | Bug | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-16945 | Company Save Failed Due to Voice fields are not validate | Bug | Voice Onboarding: LAN Line Detection and Opt-in Restriction | 2026-09-25 |
| CHAT-18023 | chats with contact information not sent as leads | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17862 | Encrypted phone number displayed alongside actual phone number in Lead Form (Admin) | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17858 | Email is not encrypted after reopening the chat when a lead is sent with manually updated phone and email. | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17844 | Unable to send a lead while updating phone/email | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17838 | Manually Updated Email/Phone Not Persisting on Agent Dashboard After Chat Reopen | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17825 | Ability to select contact information from transcript and send Lead Form is missing for MD | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17824 | Phone numbers not detected for agents in Lead Form dropdown | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17823 | Duplicate phone numbers shown in lead form when visitor submits number without country code | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-17819 | Updated Phone and Email Persist After Lead Submission and Do Not Refresh from Transcript | Bug | Chat Lead Form Data Integrity | 2026-09-25 |
| CHAT-18022 | Uncached JavaScript Warnings for Blazeo Production Cloud Widget | Bug | Web Performance Optimization: Caching and Audit Compliance | 2026-09-25 |
| CHAT-17476 | Uncached JavaScript files | Bug | Web Performance Optimization: Caching and Audit Compliance | 2026-09-25 |
| CHAT-18020 | Initiated by a column showing HTML when the chat is initiated from WhatsApp | Bug | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17934 | Connect WhatsApp Business via Meta Embedded Signup | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17933 | Whatsapp Integration via Customer Portal | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17932 | WhatsApp Conversation Sync with CRM | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17931 | Reuse Existing Twilio SMS Numbers | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17930 | Conversation Channel Identification | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17929 | Unified Messaging Dashboard | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17928 | Route WhatsApp Conversations to Live Agent Chat | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17927 | Route WhatsApp Conversations to AI Chatbot | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17926 | Configure WhatsApp Business Account | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-17925 | Enable WhatsApp Integration | Story | WhatsApp Business Integration | 2026-09-25 |
| CHAT-18021 | Update Video Greet Design in Chat Widget | Story | Video Greet Enhancements | 2026-09-25 |
| CHAT-17971 | Video does not appear in the chat window when the chat is triggered on AI accounts | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17959 | Support Larger Video Greet Widget Size for Specific Customers | Story | Video Greet Enhancements | 2026-09-25 |
| CHAT-17745 | Video Greet video does not appear inside the widget when widget is launched from Pop-Up Message Overlay | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17607 | [Video Greet] Video alignment issue on RD and RD plus theme | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17603 | Chat bubble does not appear after closing Video Greet widget until page reload | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17602 | Cross button misaligned in Video Greet widget (RD theme) in both minimized and expanded states | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17601 | Greeting message appears twice in expanded state of Video Greet for RD theme | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17599 | Placeholder text for Full Text type questions is getting cut off in Video Greet greeting message (RD Widget) | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17596 | Video Greet – QR layout disturbed and visitor reply not appearing in chat when responding to full text greeting | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17595 | Video Greet – Expanded video does not cover full screen and missing controls on first open | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17582 | The Full Text greeting message appears in extra space in the Video Greet preview. | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-17581 | Greeting message not displayed when visitor replies through Video Greet widget | Bug | Video Greet Enhancements | 2026-09-25 |
| CHAT-18018 | Dashboard becomes unresponsive after multiple clicks | Bug | Agent Dashboard Performance and Stability | 2026-09-25 |
| CHAT-18016 | Get profile logic while rendering invitation | Task | Portal User Profile Management and Channel Attribution Enhancements | 2026-09-25 |
| CHAT-18015 | Change profile getting logic when chat started | Task | Portal User Profile Management and Channel Attribution Enhancements | 2026-09-25 |
| CHAT-18014 | Save/Modify single record for in profile when profile changed in Customer portal | Task | Portal User Profile Management and Channel Attribution Enhancements | 2026-09-25 |
| CHAT-18013 | Save/Modify single record for in profile when profile changed in legacy portal | Task | Portal User Profile Management and Channel Attribution Enhancements | 2026-09-25 |
| CHAT-17996 | Add Whatsapp in Initiated by column of Lead section and Analytics in Customer Portal | Story | Portal User Profile Management and Channel Attribution Enhancements | 2026-09-25 |
| CHAT-17995 | Update Initated by column in Legacy Portal | Story | Portal User Profile Management and Channel Attribution Enhancements | 2026-09-25 |
| CHAT-17979 | Allow whiteglove link to be used from the appointment scheduler question type | Story | White-Glove Integration for Appointment Scheduler | 2026-09-25 |
| CHAT-18017 | Removing Virtual Assistant Option from Provisioning | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17975 | Update Onboarding Form Fields - BRN/EIN | Task | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17730 | Save Popup gets disabled when a partner's operator clicks on save while creating a provisioning | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17708 | Unable to add a user to a company when the company name contains special characters | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17680 | [Accounting] Send Deactivation email for all account types | Task | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17679 | [Account Type] Account Type is missing against the companies which are generated by Provisioning | Task | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17267 | Unable to open a company on apextest1.xyz environment. | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17247 | Company level rules engine does not work | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17230 | Unable to generate a company in the provisioning area | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-17016 | [Onboarding] Card Issue | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16926 | The onboarding tabs are appearing in some IDs but not others. | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16923 | Invalid column name "CompanyID" error appears on company and Provisioning | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16876 | [Onboarding] The user is unable to create onboarding due to an Invalid column name error | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16499 | System allows users to request invalid company key! | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16460 | Expand bandwidth of lead distribution fields (often exceeds customer requests) | Story | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16449 | Add Provisioning Sales Representative and Add Provisioning Page for NYLAS V3 | Task | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16425 | [Provisioning] Old Company Keys are automatically and wrongly getting assinged to the new Prov request | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16400 | Onboarding - issues with features and per-item included on total | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16363 | Voice and appointment scheduling tab disable issue for reseller onboarding | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-16362 | An error appears on the Provisioning tab | Bug | Provisioning and Onboarding Tools | 2026-09-25 |
| CHAT-18008 | [Production][Floating Chat Widget] Appointment scheduling is not working via the floating chat widget | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18007 | [Production][Floating Chat Widget] The attachment send from the Floating widget is duplicated in the DOM | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18006 | [Floating Chat Widget] The speech-to-text message is not synced with the DOM | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18005 | [Floating Chat Widget] The system message appears twice in the Floating Chat Window | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18003 | [Floating Chat Widget] The Floating Chat Widget window is not appearing | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18002 | [Floating Chat Widget] Speech-to-text does not work with the Floating Chat Widget | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18001 | [Floating Chat Widget] The Floating Chat Widget does not work if the chat is restarted | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18000 | [Floating Chat Widget] Language Transfer is not working on the Floating Chat Widget | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17999 | [Floating Chat Widget] Web-to-text transfer is not working on the Floating Chat Widget | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17990 | [Floating Chat Widget] Full QT is not working in Floating Chat Widget window | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17988 | [Floating Chat Widget] Overlays are not synced with the Floating Chat Widget window. | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17987 | [Floating Chat Widget] Floating Chat Widget appears when the chat has not even started | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17986 | [Floating Chat Widget] Floating Chat Widget appears when the video is playing and the visitor switch the tab or browser, Pre-chat question is missing after back to the site and start the chat | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17983 | [Floating Chat Widget] The floating chat widget does not appear if the chat is in windowed mode | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17981 | [Floating Chat Widget] EP and Pre-Chat widgets are displayed on the visitor screen | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17980 | [Floating Chat Widget] Chat messages are not sync with the Floating Chat Widget | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17976 | [Floating Chat Widget] Floating Chat Widget and Pre-chat widget both are display on the Firefox browser | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17970 | [Floating Chat Widget] Floating Chat Widget window appears after the chat ends, and it restarts the chat if the Visitor clicks on the "Keep chatting here" button | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-17969 | [Floating Chat Widget] Floating Chat Widget screen does not resize according to the chat widget if the visitor clicks on the "Keep chatting here" button | Bug | Floating Chat Widget Stability and Feature Parity | 2026-09-25 |
| CHAT-18009 | Start windowed chat with chatbotguid | Task | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17997 | Update Floating Chat Widget Startup Window | Task | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17989 | Improve chat performance | Task | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17984 | [Launch chat window] "Skip this question" appears twice for the pipe question in Pre-chat | Bug | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17977 | Sync Chat Display For QT Grid Message | Task | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17974 | Add Allow Floating Chat Window Flag to DashBoard | Task | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17967 | Do not show "Transfer to live person" in chat menue when poke message appear | Task | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17963 | CTA with Link + End Chat action does not display the mapped question before ending the chat | Bug | Chat Widget Interaction Logic and Floating Widget Enhancements | 2026-09-25 |
| CHAT-17985 | Nylas - push values from chatroom or field to the booking fields (name, email, phone) | Story | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17972 | [Nylas - Appointment Scheduler] Long Text type field is not populating on the booking form and HTML Lead | Bug | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17968 | Appointments are not successfully booked for companies with a reseller host | Bug | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17958 | [Production] [Appointment Scheduling] URL in use error appears when a user adds an appointment name that contains "&". | Bug | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17111 | CLONE - Error when a user tries to authorize Outlook's appointment scheduling invitation from onboarding | Bug | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17104 | Error "Access blocked: This app’s request is invalid" when a user tries to authorize appointment scheduling invitation from onboarding | Bug | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17093 | Internal Schedular | Story | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17092 | Transition Appointment Scheduling from Nylas to In-House Solution in Onboarding | Story | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17091 | Appointment Scheduling Appearance Settings | Story | Appointment Scheduler Core Logic Enhancements | 2026-09-25 |
| CHAT-17957 | [Invitation] Insecure http:// link in chat script | Task | Chat Widget Security and Compliance Documentation | 2026-09-25 |
| CHAT-17955 | [Cookie] Partner complained about insecure Cookies flagged | Task | Chat Widget Security and Compliance Documentation | 2026-09-25 |
| CHAT-17918 | Video Greet Upload Reduces Video Quality | Bug | System Infrastructure and Video Greet Configuration Documentation | 2026-09-25 |
| CHAT-17917 | issues with the video greet not loading | Bug | System Infrastructure and Video Greet Configuration Documentation | 2026-09-25 |
| CHAT-17902 | The time zone ID 'British Summer Time' was not found on the local computer. | Task | System Infrastructure and Video Greet Configuration Documentation | 2026-09-25 |
| CHAT-17897 | Lead form doesn't show any data, on customer portal | Bug | System Infrastructure and Video Greet Configuration Documentation | 2026-09-25 |
| CHAT-17890 | Add Column "Use Direct Streaming Link" in global settings | Task | System Infrastructure and Video Greet Configuration Documentation | 2026-09-25 |
| CHAT-17908 | Issues with the search fields present inside the Batch job tab | Bug | Agent Dashboard UX and Performance Enhancements | 2026-09-25 |
| CHAT-17883 | The scroll is not available in the portal for the Agents/Operators and the Billing tab. | Bug | Agent Dashboard UX and Performance Enhancements | 2026-09-25 |
| CHAT-17882 | Active Chats column is not reflecting correct count in Operations tab (Messaging Dashboard+Agent Dashboard) | Bug | Agent Dashboard UX and Performance Enhancements | 2026-09-25 |
| CHAT-17923 | Security Configuration and Compliance Request - Funnel Boost Media | Task | Portal User Management and Security Documentation | 2026-09-25 |
| CHAT-17899 | Refactor Existing codebase to remove redundancy of CRM roles array and use single source of truth | Task | Portal User Management and Security Documentation | 2026-09-25 |
| CHAT-17893 | Profiles are not getting saved on Portal. | Bug | Portal User Management and Security Documentation | 2026-09-25 |
| CHAT-17889 | Production - Phone number encryption is not working for agents | Bug | Portal User Management and Security Documentation | 2026-09-25 |
| CHAT-17881 | Authorization Invalid Token for Retainers | Bug | Portal User Management and Security Documentation | 2026-09-25 |
| CHAT-17935 | [Onboarding] When override package is checked. The Request failed error appears and the onboarding does not gets saved. | Bug | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17924 | Plg - Create base api's for signup process | Task | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17911 | Restrict Lead Emails for Inactive Companies Based on Monitoring Enabled Flag | Task | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17910 | Widget Test URL to Work Independent of Monitoring Enabled Flag | Task | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17903 | Data is Null. This method or property cannot be called on Null values. | Task | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17894 | Use Non CF url for websync connection on agentdashboard based on a flag in global configuration | Task | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17888 | Use Non CF url for websync connection on visitor end and agentdashboard based on a flag in global configuration | Story | Portal Onboarding and Configuration Enhancements | 2026-09-25 |
| CHAT-17920 | Customer portal screen goes blank when operator clicks the Suggestion button | Bug | AI Chatbot Script and Logic Documentation | 2026-09-25 |
| CHAT-17916 | LSA for AI Chatbot | Story | AI Chatbot Script and Logic Documentation | 2026-09-25 |
| CHAT-17895 | Turnaway statement triggering automatically despite not being mapped to “Yes” | Bug | AI Chatbot Script and Logic Documentation | 2026-09-25 |
| CHAT-17892 | The Chat session Ends and the bot flow does not continue when an MC URL typr QR is selected. | Bug | AI Chatbot Script and Logic Documentation | 2026-09-25 |
| CHAT-17885 | AI-suggested text appearing in chat despite being removed from script | Bug | AI Chatbot Script and Logic Documentation | 2026-09-25 |
| CHAT-17915 | SMS Opt-In Functionality Fails and Allows SMS Chats on Opt-In Restricted Leads | Bug | SMS and Web-to-Text Chat Widget Documentation | 2026-09-25 |
| CHAT-17912 | Twilio SMS Number Status Not Getting Updated in Portal | Bug | SMS and Web-to-Text Chat Widget Documentation | 2026-09-25 |
| CHAT-17909 | The Script bot is not working on Web to Text transfer chats. | Bug | SMS and Web-to-Text Chat Widget Documentation | 2026-09-25 |
| CHAT-17907 | Scriptbot for sms chats | Task | SMS and Web-to-Text Chat Widget Documentation | 2026-09-25 |
| CHAT-17898 | SMS chat doesnot show visitor message if it is html | Task | SMS and Web-to-Text Chat Widget Documentation | 2026-09-25 |
| CHAT-17922 | Pre Chat bubble not dropping when Overlay 'NO' option is selected | Bug | Chat Widget Interaction Stability and Floating Persistence | 2026-09-25 |
| CHAT-17921 | SPA account not loading PreChat first response | Bug | Chat Widget Interaction Stability and Floating Persistence | 2026-09-25 |
| CHAT-17919 | Two buttos appear after MC selection in bottomsheet list | Bug | Chat Widget Interaction Stability and Floating Persistence | 2026-09-25 |
| CHAT-17906 | Chat widget UI breaks after being idle for an extended period | Bug | Chat Widget Interaction Stability and Floating Persistence | 2026-09-25 |
| CHAT-17887 | Implement Floating Chat Widget | Story | Chat Widget Interaction Stability and Floating Persistence | 2026-09-25 |
| CHAT-17886 | AI Chat Bot & Normal Chat Freezing After CTA Click | Bug | Chat Widget Interaction Stability and Floating Persistence | 2026-09-25 |
| CHAT-17951 | Redesigned Privacy Policy Area | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17950 | Modern Conversation Bubble Design | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17949 | Redesigned SMS Conversion Modal | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17948 | Chat-to-Text Banner | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17947 | Improved Multi-Selection Experience | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17946 | Redesigned Single Selection Cards | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17945 | Consistent Message Timestamps | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17944 | Enhanced Message Composer | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17943 | Enhanced Pre-Chat Experience | Story | Chat Widget UI Redesign v2 Documentation | 2026-09-25 |
| CHAT-17941 | Handle Microphone Permissions | Story | Voice Note Integration for Chat Widget | 2026-09-25 |
| CHAT-17940 | Agent Can View Voice Note Transcript | Story | Voice Note Integration for Chat Widget | 2026-09-25 |
| CHAT-17939 | Agent Can Listen to Voice Notes | Story | Voice Note Integration for Chat Widget | 2026-09-25 |
| CHAT-17938 | Display Voice Note in Chat Widget | Story | Voice Note Integration for Chat Widget | 2026-09-25 |
| CHAT-17937 | Record and Send Voice Note | Story | Voice Note Integration for Chat Widget | 2026-09-25 |
| CHAT-17864 | Is the Rollover Enabled working? | Bug | Appointment Scheduler: Operator to Agent Rollover Logic | 2026-09-25 |
| CHAT-17868 | Phone Number Not Detected After Full Stop & Incorrect Formatting in Admin Dashboard | Bug | Admin Dashboard Phone Number Detection and Formatting | 2026-09-25 |
| CHAT-17865 | Timestamp user activity - does loss of connection appear on the log | Task | System Activity Logging Capabilities | 2026-09-25 |
| CHAT-17875 | Multiple phone number handling issues in Lead form and Call Connect (SMS Chats only) | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17874 | Phone number captured via Phone QR appears duplicated in Call Connect field on Admin Dashboard | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17873 | Call Status Not Updating to “Queued” or “In Progress” from Dashboard | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17872 | The Phone number and Email that are used in lead sending are getting decrypted for the agent in the phone number drop-down. | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17871 | The call connect field does not show the latest phone number. | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17870 | When an agent selects a phone number from the drop-down, the select phone number is not getting decrypted in the Portal as well as the HTML Lead form. | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17861 | Encrypted email displayed in Call Connect phone number field | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17855 | Phone Dropdown in Lead Form Displays Both Encrypted and Non-Encrypted Numbers for SMS Chats | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17854 | The Call Connect Phone Number Dropdown Does Not Display All Phone Numbers from SMS Chat | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17827 | Encrypted number Call connect tab in the dashboard for SMS chats | Bug | Call Connect and SMS Integration Documentation | 2026-09-25 |
| CHAT-17848 | Pre-Chat Alias not showing | Bug | Pre-Chat Interface Alias Configuration | 2026-09-25 |
| CHAT-17841 | Translation Stops Working in Spanish Chats After Email is Sent in Dashboard | Bug | Chat Translation Service: Email Integration Stability | 2026-09-25 |
| CHAT-17840 | Region tool column freezes when zipcode is outside service area | Bug | Dashboard Region Tool: Zipcode Validation Logic | 2026-09-25 |
| CHAT-17878 | Incoming chat sound does not work for the first initiated chat in Agent Dashboard | Bug | Agent Dashboard Chat Routing and Stability Documentation | 2026-09-25 |
| CHAT-17863 | Dashboard - auto pickup not working (OconnorTRE) | Bug | Agent Dashboard Chat Routing and Stability Documentation | 2026-09-25 |
| CHAT-17860 | Chat becomes unstable after refresh (message not sent case) | Bug | Agent Dashboard Chat Routing and Stability Documentation | 2026-09-25 |
| CHAT-17837 | Chats auto-refreshing and not auto-assigning to active agents despite auto-pickup enabled | Bug | Agent Dashboard Chat Routing and Stability Documentation | 2026-09-25 |
| CHAT-17846 | Create a Report of Public API for VoiceIntakes | Task | Voice Intake and Reporting Documentation | 2026-09-25 |
| CHAT-17845 | Programmatically access reports | Task | Voice Intake and Reporting Documentation | 2026-09-25 |
| CHAT-17834 | Voice Intake- Language Column not working | Bug | Voice Intake and Reporting Documentation | 2026-09-25 |
| CHAT-17833 | The account ID is missing in the existing accounts in QuickBooks | Bug | QuickBooks Integration Management | 2026-09-25 |
| CHAT-17831 | [Accounts] Pagination is not functioning in the QuickBooks customer dropdown field | Bug | QuickBooks Integration Management | 2026-09-25 |
| CHAT-17516 | we want the ability to dynamically link features with Quicbook product | Story | QuickBooks Integration Management | 2026-09-25 |
| CHAT-17857 | Pre-chat Message from Default Profile Appears Instead of Applied Pre-chat Message When Widget is Opened Before Pop-up Overlay, or the user selects Yes | Bug | Chat Widget Popup Overlay Logic and Configuration | 2026-09-25 |
| CHAT-17851 | popup - SPA accounts | Story | Chat Widget Popup Overlay Logic and Configuration | 2026-09-25 |
| CHAT-17829 | popup - adust logic with pre-chat | Story | Chat Widget Popup Overlay Logic and Configuration | 2026-09-25 |
| CHAT-17843 | Send Additional Info to Twilio Number Verification | Task | Twilio Toll-Free SMS Verification Configuration | 2026-09-25 |
| CHAT-17842 | Save Twilio Additional fields data in Quote, Provisioning, Accounts and Companies | Task | Twilio Toll-Free SMS Verification Configuration | 2026-09-25 |
| CHAT-17821 | Twilio - Add fields for SMS verification (toll-free) | Story | Twilio Toll-Free SMS Verification Configuration | 2026-09-25 |
| CHAT-17859 | AI Chatbot - add language dropdown | Story | AI Chatbot Configuration and Localization Documentation | 2026-09-25 |
| CHAT-17820 | AI Chatbot - do not hardcode consent message & allow it to be custom | Story | AI Chatbot Configuration and Localization Documentation | 2026-09-25 |
| CHAT-17850 | Phone and email not detected in Send Lead form without refreshing | Bug | Agent Dashboard Lead Management Enhancements | 2026-09-25 |
| CHAT-17847 | Latest email from chat not automatically populated in Send Lead form | Bug | Agent Dashboard Lead Management Enhancements | 2026-09-25 |
| CHAT-17826 | content marketing - Add columns and consolidate the tabs | Story | Agent Dashboard Lead Management Enhancements | 2026-09-25 |
| CHAT-17816 | Host tab - add some columns (association, last lead date) | Story | Agent Dashboard Lead Management Enhancements | 2026-09-25 |
| CHAT-17877 | Unable to Customize “Send” Button Styling in Active Pre-Chat Interface | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17876 | Poke messages are displayed even after the chat session has ended | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17867 | Widget - cannot start chat when revisiting website | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17853 | Chat box reopens after closing with “X” on mobile devices | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17835 | The Pre-Chat bubble reappears when the widget is opened. | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17832 | Disable popup causing mobile chat | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17822 | [Chat] An error appears on the console when the Visitor clicks on the widget to start the Spanish chat | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17815 | Unable to start the chat with the RD Plus theme | Bug | Chat Widget UI/UX Refinements and Stability Documentation | 2026-09-25 |
| CHAT-17849 | PortalDashboard does not handle users with lots of user permissions properly | Bug | Portal Authentication and Access Control Documentation | 2026-09-25 |
| CHAT-17814 | Getting error while logging in. | Bug | Portal Authentication and Access Control Documentation | 2026-09-25 |
| CHAT-17880 | An error occurs when users select a package during quote creation or attempt to create a new package | Bug | Billing, Transaction, and Subscription Management Documentation | 2026-09-25 |
| CHAT-17879 | Support Voice Minutes/Retainers and Overage fee in our billing process | Task | Billing, Transaction, and Subscription Management Documentation | 2026-09-25 |
| CHAT-17839 | Add a webhook to capture Credit Card update event and log it in table. | Task | Billing, Transaction, and Subscription Management Documentation | 2026-09-25 |
| CHAT-17812 | [Billing] Transaction History not working when new customer id created | Bug | Billing, Transaction, and Subscription Management Documentation | 2026-09-25 |
| CHAT-17813 | The user is unable to upload a script template in a New/Existing Company that does not have a script. | Bug | AI Chatbot Script Template Management | 2026-09-25 |
| CHAT-17761 | Speech-to-text recordings do not play if saved under a name containing spaces. | Bug | AI Chatbot Speech-to-Text (STT) Refinements | 2026-09-25 |
| CHAT-17528 | Speech to text - improvements of detections (special characters, suggestions) | Story | AI Chatbot Speech-to-Text (STT) Refinements | 2026-09-25 |
| CHAT-17760 | Nylas is showing addtional/different time slots | Bug | Nylas Appointment Scheduler Timezone Synchronization | 2026-09-25 |
| CHAT-17792 | Does suggestive AI work wiht agents and operator rollover (legacy and MD) | Task | Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic | 2026-09-25 |
| CHAT-17779 | Auto pick email is not working on the dashboard if the email is the same as the lead’s email address | Bug | Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic | 2026-09-25 |
| CHAT-17769 | Spanish chats gets assigned to users outside of their group | Bug | Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic | 2026-09-25 |
| CHAT-17741 | Undefined chat in the dashboard | Bug | Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic | 2026-09-25 |
| CHAT-17810 | Company's Billing Trial Period Observation | Task | System Onboarding and Provisioning Documentation | 2026-09-25 |
| CHAT-17795 | when you add company the assign agents and gen AI flags are enabled by default | Bug | System Onboarding and Provisioning Documentation | 2026-09-25 |
| CHAT-17784 | add two emails to the order summary email for onboarding | Story | System Onboarding and Provisioning Documentation | 2026-09-25 |
| CHAT-17791 | [KB] Error appears on the dashboard when the Search AI tool is already enabled in the company | Bug | AI Chatbot Knowledge Base Management Documentation | 2026-09-25 |
| CHAT-17775 | The search functionality in Questions column is not working in Knowledge Base | Bug | AI Chatbot Knowledge Base Management Documentation | 2026-09-25 |
| CHAT-17770 | Add the KB to the UIUX settings | Story | AI Chatbot Knowledge Base Management Documentation | 2026-09-25 |
| CHAT-17805 | Script Search Bar Issue on Agent Dashboard | Bug | AI Chatbot Script Flow Management Documentation | 2026-09-25 |
| CHAT-17802 | Error occurs while duplicating a company when duplicate script questions are used as pre-chat greeting | Bug | AI Chatbot Script Flow Management Documentation | 2026-09-25 |
| CHAT-17790 | Upload Script Document Enhancement - Request from scripting team | Task | AI Chatbot Script Flow Management Documentation | 2026-09-25 |
| CHAT-17785 | Scripting team are not able to upload Script template | Bug | AI Chatbot Script Flow Management Documentation | 2026-09-25 |
| CHAT-17801 | As a user, I want the ability to place Voice AI call from the widget | Story | Voice AI Integration Features Documentation | 2026-09-25 |
| CHAT-17800 | As a user, I want the ability to place Voice AI call from the bar | Story | Voice AI Integration Features Documentation | 2026-09-25 |
| CHAT-17799 | As a user, I want the ability to place Voice AI call from the tab | Story | Voice AI Integration Features Documentation | 2026-09-25 |
| CHAT-17798 | As a user, I want the ability to book appointment from the widget without live chat | Story | Appointment Scheduler V3: Standalone CTA Integration | 2026-09-25 |
| CHAT-17797 | As a user, I want the ability to use the bar to book an appointment | Story | Appointment Scheduler V3: Standalone CTA Integration | 2026-09-25 |
| CHAT-17796 | As a user, I want to the ability to use the tab to book an appointment | Story | Appointment Scheduler V3: Standalone CTA Integration | 2026-09-25 |
| CHAT-17789 | Appointment scheduler - CTA buttons | Story | Appointment Scheduler V3: Standalone CTA Integration | 2026-09-25 |
| CHAT-17809 | CLONE - Call Connect Status and Number Missing in Lead Details | Bug | Voice Call Connect Reliability | 2026-09-25 |
| CHAT-17806 | Call Connect Time differs with Lead Creation Timestamp | Bug | Voice Call Connect Reliability | 2026-09-25 |
| CHAT-17774 | [Call Connect] visitor number is not captured in visitor phone field | Bug | Voice Call Connect Reliability | 2026-09-25 |
| CHAT-17772 | Phone Number and Call Connect fields allow selection of phone numbers not present in the recent chat session | Bug | Voice Call Connect Reliability | 2026-09-25 |
| CHAT-17749 | The Call Connect feature is not working. | Bug | Voice Call Connect Reliability | 2026-09-25 |
| CHAT-17535 | The default call connect number for partners is failing calls | Bug | Voice Call Connect Reliability | 2026-09-25 |
| CHAT-17780 | The phone number field is showing the encrypted as well as decrypted phone number for agent dashboard. | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17777 | Invalid Phone Number Formatting for Non-US Numbers Without Country Code | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17666 | Validation icon and message not aligned on the same line in RD theme widget | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17663 | Pre-chat Greeting Message is Cut Off on RD Mobile Widget | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17634 | Remove Initial Timeout Option for Prechat | Task | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17627 | [Beta Environment] Pre-chat bubble is cutting off | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17623 | [Mobile ] Pre-chat is sliding downwards while typing. | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17614 | [Beta Environment ] Pre-chat whole alignment is disrupted | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17611 | [Pre-Chat] Validation Alignment issue on Pre-Chat | Bug | Chat Widget Pre-Chat Validation | 2026-09-25 |
| CHAT-17776 | The hyperlink are not working in Chats | Bug | Chat Widget Interaction Flows: Feedback Overlays and Hyperlink Resolution | 2026-09-25 |
| CHAT-17743 | Pop-up - feedback | Story | Chat Widget Interaction Flows: Feedback Overlays and Hyperlink Resolution | 2026-09-25 |
| CHAT-17807 | [RD Theme] windowed mode UI issue | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17803 | Widget - New Design with cta options | Story | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17757 | The select language option disappears from the menu | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17661 | Send button triggers Add Attachment action on RD themes (mobile) | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17628 | RD PLUS - widget hidden and responses are behind parts of the website | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17622 | BETA Env : Chat Widget Starts sliding when user try to type (Mobile) | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17618 | Agent’s picture is missing in the typing indicator. | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17617 | [Chat bar] Chat Bar UI issue on RD theme | Bug | Chat Widget UI Theming and Layout | 2026-09-25 |
| CHAT-17755 | Agent/Admin Controls | Story | Chat Widget Payment Integration Documentation | 2026-09-25 |
| CHAT-17754 | Receipts & Confirmation of Payment | Story | Chat Widget Payment Integration Documentation | 2026-09-25 |
| CHAT-17753 | Payment Status Updates in Chat | Story | Chat Widget Payment Integration Documentation | 2026-09-25 |
| CHAT-17752 | Payment Page Experience | Story | Chat Widget Payment Integration Documentation | 2026-09-25 |
| CHAT-17751 | AI/Agent Generates Payment Link | Story | Chat Widget Payment Integration Documentation | 2026-09-25 |
| CHAT-17750 | Pay via Chat Payment Link | Story | Chat Widget Payment Integration Documentation | 2026-09-25 |
| CHAT-17764 | The file names duplicate inside the Dashboard Comments section when the user refreshes/clicks on the transfer to lead form button. | Bug | Chat Widget Attachment Logic v3 Documentation | 2026-09-25 |
| CHAT-17763 | The files sent by the visitor duplicates on the Agent dashboard. | Bug | Chat Widget Attachment Logic v3 Documentation | 2026-09-25 |
| CHAT-17756 | Unable to send files with message in Exit Pop-up. | Bug | Chat Widget Attachment Logic v3 Documentation | 2026-09-25 |
| CHAT-17748 | The visitor is unable to send the message if the file attachment feature is not enable | Bug | Chat Widget Attachment Logic v3 Documentation | 2026-09-25 |
| CHAT-17744 | Attachments should not be detected into send lead form | Bug | Chat Widget Attachment Logic v3 Documentation | 2026-09-25 |
| CHAT-17793 | Popup - Design Improvements | Task | Chat Widget Pop-up Message Overlay Management | 2026-09-25 |
| CHAT-17783 | Allow the Pop-up and Exit Pop-up to work together | Story | Chat Widget Pop-up Message Overlay Management | 2026-09-25 |
| CHAT-17747 | [Pop-up message overlay] The EP does not appear on the screen when the pop-up message is declined before the EP time | Bug | Chat Widget Pop-up Message Overlay Management | 2026-09-25 |
| CHAT-17746 | Pop-up Message Overlay appears after visitor interacts with the Video Greet widget | Bug | Chat Widget Pop-up Message Overlay Management | 2026-09-25 |
| CHAT-17742 | [Pop-up message overlay] The EP appears on the screen when the pop-up message is on the screen | Bug | Chat Widget Pop-up Message Overlay Management | 2026-09-25 |
| CHAT-17739 | [Pop-up message overlay] The pop-up message overlay feature gets disabled if any user makes a change from the Customer Portal | Bug | Chat Widget Pop-up Message Overlay Management | 2026-09-25 |
| CHAT-17707 | Search engin search detection | Task | System Data Management: File Retention and Search Engine Integration | 2026-09-25 |
| CHAT-17681 | Only store the files for 7 days in the system | Story | System Data Management: File Retention and Search Engine Integration | 2026-09-25 |
| CHAT-17703 | [IOS] Quick reply URL base is not opening in a new tab on selection by the Visitor | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17074 | Clicking the close (Cross) icon opens the chat window instead of hiding the pre-chat message. | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17064 | Flickering issue when typing indicator appear in scrollbar case. | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17061 | Add tooltip in Multi selection option | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17052 | [Production ] The confirm button of MC questions does not work sometimes when set as a pre-chat. | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17047 | Skip the question is not applied in Full text QT | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17046 | Placeholders are not working in EP disclaimer (invitation service) | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17037 | "Hello" and hand sign appear when the agent sends a plain message. | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17014 | An error appears on selecting the Option at the visitor end | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16914 | Chat no longer active dialog box appears when agent sent message through dashboard | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16899 | Make "Hello" and Hand Sign in Pre-chat Message Dynamic | Story | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16882 | AI Chat flow integration on standard invitation | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16878 | Customization of "Switch to Text" button for onboarding/provisioning team not implemented | Story | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16710 | A new chat does not initiate if the visitor uses the same DOM again after ending the chat | Bug | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16639 | Restart Conversation Screen | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16638 | Switch to Text Button | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16637 | Privacy Policy Area | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16636 | Convert to SMS Screen | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16635 | Single Selection Option | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-16634 | Multi-Selection Option | Task | Chat Widget Interaction Flows | 2026-09-25 |
| CHAT-17699 | [Scripting] Multiple actions are displayed on the duplicate option-based question | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17453 | Script - the ability to upload a script document | Story | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17452 | Script - add a COPY/DUPLICATE statement option | Story | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17451 | Script template - add a select all from the dropdown | Story | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17447 | Full text question type distorted when Ai bot is enabled | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17050 | Spanish vertical added to the English script does not trigger an error and gets saved instead. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17049 | Spanish vertical in the Spanish script fails to save and gets saved in the English script instead. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16937 | Sanitize ScriptVisitorResponse before saving | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16936 | The script (verticals) for a certain company cannot be edited or modified | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16921 | Multiple agent scripts not displaying correctly in pre-chat form. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16886 | The chatbot resends the entire conversation messages again if the visitor idles the chat | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16880 | The Chatbot's Greeting Message is Not Displayed When Visitor Starts a New Chat in the Same DOM | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16869 | [Widget Improvement] [Script Bot] he script bot sends duplicate responses for each input field in a text-type QR instead of a single mapped response. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16411 | [AI - ScriptBot] The delete button for the scriptbot is changing its position based on the character size. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16410 | [Full Text Message] When a long text is added in the full text message type question. The Scriptbotflow breaks. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16380 | [AI - Chatbot] All that apply QRs are having the same submit button for AI. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16379 | [AI - Staging] The user can select multiple options in multiple choice QTs | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16378 | [AI - Staging] Update appearing instead of send in Question types. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16371 | [AI - Script Flow Diagram] Unable to add actions in multiple Question Types. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-16370 | [AI - Script Flow Diagram] The Consent QR is does not show the choices in the Script Flow Diagram. | Bug | AI Chatbot Script Flow Management | 2026-09-25 |
| CHAT-17781 | AI Chatbot with Live agent/operator - dropdown option & setting | Story | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17736 | Windowed Mode is not working on apextest1 environment. | Bug | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17719 | Typing indiciator not fully visible | Bug | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17702 | The first message sent by the visitor takes a bit longer to appear in the Chat window. | Bug | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17698 | [Auto Launch Chat Window][RD & RD Plus] Chat Restart Overlay appears on widget on Visitor response | Task | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17696 | Restart chat overlay appearing when the visitor sends a message on apexfeature1 environment. | Bug | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17675 | restrict external users (localiq) from setting Agents Enabled or Assign to agents if Virtual Assistant is set | Story | AI Chatbot Integration and Widget Management Documentation | 2026-09-25 |
| CHAT-17738 | The Pop-Up Message Overlay is not appearing for the Video Greet Widget. | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17735 | Exit Pop-Up widget appears even after the visitor declines the Pop-Up Overlay | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17734 | Missing “Pop-up Overlay” filter in Chats tab | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17733 | Pop-up Message Overlay appears after visitor dismisses the pre-chat message | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17732 | No default message and timer are populated in the Message Text field when the Pop-Up Message feature is enabled for the first time | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17731 | [Pop-up message overlay] The Yes/No buttons UI issues | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17729 | [Pop-up message overlay] The failed request error appears when the user saves the company without the pop-up message values in the profile | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17728 | [Pop-up message overlay] The pop-up message overlay does not hide when the visitor interacts with it | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17727 | [Pop-up message overlay] The visitor is unable to interact with the Pre-chat or widget before the pop-up message overlay | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17722 | [Pop-up message overlay] The Yes/No buttons are not displaying in the pop-up box at the visitor's end | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17721 | [Pop-up message overlay] The visitor can interact with web elements even when the Pop-up message is on the screen | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17720 | [Pop-up message overlay] An error appears in the console on the pop-up message display at the visitor’s end | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17717 | [Pop-up message overlay] The Yes/No buttons are not centered in the pop-up | Bug | Chat Widget Pop-up Message Overlay Documentation | 2026-09-25 |
| CHAT-17737 | Create text to speach / upload recording feature is not working | Bug | Voice Call Connect Configuration Documentation | 2026-09-25 |
| CHAT-17713 | Call connect - text to speech (visitor) | Bug | Voice Call Connect Configuration Documentation | 2026-09-25 |
| CHAT-17712 | Call connect - allow to shuffle multiple recordings or text to speech on both end | Story | Voice Call Connect Configuration Documentation | 2026-09-25 |
| CHAT-17711 | Call connect - business end gets automatically enabled when saving visitor end | Bug | Voice Call Connect Configuration Documentation | 2026-09-25 |
| CHAT-17710 | Call connect - custom recording and text to speech (business) | Bug | Voice Call Connect Configuration Documentation | 2026-09-25 |
| CHAT-17691 | Reverse call connect does not work properly with the rules engine | Bug | Voice Call Connect Configuration Documentation | 2026-09-25 |
| CHAT-17726 | The "file is not available" message should appear inside the file tile. | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17725 | Expired files are still accessible in “Load Previous Conversation” | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17724 | Attachment is displayed twice when visitor sends a message with an attachment from the chat widget | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17716 | File limit validation applied across messages instead of per message | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17714 | [Beta] attachments are failing to send | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17705 | File Upload in Progress Disappears on Page Reload or Navigation | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17704 | [Attachment] Overlay appears every time after sending a PPT file as first message in ExitPop | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17697 | Same file name validation is not appearing on mobile | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17690 | Files fail to attach in visitor's first message when "Launch Chat Window" is enabled. | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17688 | The user is unable to send an already sent file in a different message. | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17687 | No validation shown when user attaches the same file again in a single message | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17683 | Files not delivered when user sends a file with a message | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17677 | File Upload Stops Working After Internet Disconnect, even for the Later Sessions. | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17676 | .txt, .zip, .rar, .mp4 .mp3 files are not supported in the system. | Bug | Chat Widget Attachment Logic Documentation | 2026-09-25 |
| CHAT-17723 | Restrict attachment filenames for agents using legacy DB | Task | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17718 | Prechat attachment not visible in exit popup; only dot appears | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17709 | [Attachment]Permission should apply immediately when settings are saved for enabling operator | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17706 | Wrong hover text shown on the attachment button | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17701 | Attachments are not appearing in the Email even when the "Do Not Send In HTML Lead" check is disabled. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17695 | Duplication of attachments in EP | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17692 | Endpoint is needed to download the attachments | Task | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17689 | ApexChat_Attachments_PlaceHolder appearing for My Chats when a visitor sends an Attachment. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17686 | CLONE - [Attachments] Failed attachments from visitor side still appear on dashboard in broken format | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17685 | CLONE - Attachments Sent from Customer Portal Not Displaying on SMS Side | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17684 | File UI layout breaks in Dashboard when multiple files are received | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17678 | Enable operator attachments" flag is required in legacy portal to allow operators uploading the attachments | Task | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17660 | [Scripting] A message should appear to user on change the script | Bug | AI Chatbot Script Flow Management: Company-Level Script Updates | 2026-09-25 |
| CHAT-17758 | Selected avatar in Customer Portal not reflected in Legacy Portal | Bug | Avatar Synchronization Between Customer and Legacy Portals | 2026-09-25 |
| CHAT-17658 | [Company] VendorMax – Tier Pricing for Partner Companies is Not Visible Under voice section | Bug | Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17653 | [Onboarding] The user is unable to generate a company through provisioning | Bug | Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17630 | [Companies] An error appears when saving the company | Bug | Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17625 | Option to flag General Package and host level features as default | Story | Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17671 | Add Attachment button shows all file types instead of only supported formats | Bug | Chat Widget Attachment Validation and Support | 2026-09-25 |
| CHAT-17656 | WEBP file format not supported for visitor uploads | Bug | Chat Widget Attachment Validation and Support | 2026-09-25 |
| CHAT-17654 | File size validation not triggered in real time; files exceeding 10MB limit are uploaded | Bug | Chat Widget Attachment Validation and Support | 2026-09-25 |
| CHAT-17645 | 5MB File Attachment Limit Enforced for Single File Uploads | Bug | Chat Widget Attachment Validation and Support | 2026-09-25 |
| CHAT-17643 | Some common file types are not supported as an attachments like .csv, .ppt, .txt, .zip, .rar, ,mp3, .pages, .key | Bug | Chat Widget Attachment Validation and Support | 2026-09-25 |
| CHAT-17667 | CLONE - Attachments Sent from Customer Portal Not Displaying on SMS Side | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17659 | Chat window becomes unresponsive and Comments/Notes show full history when opening closed chats with attachments | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17657 | Display DOCUMENTS section in HTML lead even when “DO NOT SEND IN LEAD” is selected. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17646 | The file attachment feature is not working for RD Themes. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17642 | Word and Excel icons are appearing distorted in the dashboard. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17641 | The Dashboard end for the attached files does not follow the provided Dashboard Design. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17640 | ApexChat_Attachments_Placeholder text appears in HTML Lead transcript and Leads/Chats tabs when visitor sends attachments | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17638 | Documents Section UI not as per the Design. | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17631 | The files are not being stored in the portal for 6 months (MD, portal) | Bug | Chat Dashboard Attachment Management Documentation | 2026-09-25 |
| CHAT-17673 | File Attachment Layout Breaks on Small Screens when Filename Is Long | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17672 | Attachments Not Removed When Using Same File Name with Different Extensions | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17665 | New chat session automatically loads previous attachment | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17655 | The message field does not auto-scroll to the latest attachment when more than 5 files are uploaded. | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17652 | Focus does not move to the latest attachment when multiple files are added | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17651 | Message Sends Before File Uploads When Multiple Files Are Attached | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17648 | [Attachments] “File already exists” validation text overlaps when sending same attachment again on visitor side | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17647 | [Attachments] Retry option not working for failed attachments on visitor side | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17633 | Multiple file attachments fail to send and remain stuck in the widget | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17632 | Unable to send a file from the visitor end. | Bug | Chat Widget Attachment Logic v2 Documentation | 2026-09-25 |
| CHAT-17669 | EPU Logo Appears Compressed - Causing UI Distortion | Bug | Chat Widget Exit Popup UI Enhancements | 2026-09-25 |
| CHAT-17668 | [EP] EP functionality is not working without the launch chat window at the Visitor's end | Bug | Chat Widget Exit Popup UI Enhancements | 2026-09-25 |
| CHAT-17626 | EP logo is not loading properly | Bug | Chat Widget Exit Popup UI Enhancements | 2026-09-25 |
| CHAT-17620 | [EP] Emoji Icon UI issue on RD theme EP | Bug | Chat Widget Exit Popup UI Enhancements | 2026-09-25 |
| CHAT-17616 | Branding not applied to ' Skip Question ' in EP | Bug | Chat Widget Exit Popup UI Enhancements | 2026-09-25 |
| CHAT-17615 | Remove white background from the input in Exit Popup | Bug | Chat Widget Exit Popup UI Enhancements | 2026-09-25 |
| CHAT-17650 | [Video greet] Selected videos are not displaying inside the profile video greet section | Bug | Chat Widget Video Greeting Stability and UI Enhancements | 2026-09-25 |
| CHAT-17629 | Unnecessary Gap Between Top "Hello" Bar and the Video Greet widget Around the corners. | Bug | Chat Widget Video Greeting Stability and UI Enhancements | 2026-09-25 |
| CHAT-17624 | [Production] Chat widget enlarges more than expected in video expanding state | Bug | Chat Widget Video Greeting Stability and UI Enhancements | 2026-09-25 |
| CHAT-17621 | [Video Greet] Language translate is not working for FT QT | Bug | Chat Widget Video Greeting Stability and UI Enhancements | 2026-09-25 |
| CHAT-17619 | Background becomes scrollable when user scrolls on expanded Video Greet widget | Bug | Chat Widget Video Greeting Stability and UI Enhancements | 2026-09-25 |
| CHAT-17613 | [Beta Environment ] Video Greeting Not Working on First Load | Bug | Chat Widget Video Greeting Stability and UI Enhancements | 2026-09-25 |
| CHAT-17674 | [Launch Chat Window] The Pre-Chat messages sequence are displaying incorrect in the DOM widget | Bug | Chat Widget Interaction Flows v4: Enhancements and Fixes | 2026-09-25 |
| CHAT-17670 | The scroll down is not working in the chat widget | Bug | Chat Widget Interaction Flows v4: Enhancements and Fixes | 2026-09-25 |
| CHAT-17664 | Pre-Chat message appears after closing the Launch chat window | Bug | Chat Widget Interaction Flows v4: Enhancements and Fixes | 2026-09-25 |
| CHAT-17662 | [Launch Chat Window] Options are not displayed to the visitor in the widget | Bug | Chat Widget Interaction Flows v4: Enhancements and Fixes | 2026-09-25 |
| CHAT-17649 | The hyperlink is not working in chat for the visitor | Task | Chat Widget Interaction Flows v4: Enhancements and Fixes | 2026-09-25 |
| CHAT-17612 | The HTML for Links shouldnot be visible in options, | Task | Chat Widget Interaction Flows v4: Enhancements and Fixes | 2026-09-25 |
| CHAT-17578 | Widget - add a pop-up Yes/No option | Story | Chat Widget Proactive Engagement Overlay | 2026-09-25 |
| CHAT-17600 | Add Column Disable Visitor Hyper Links in Company | Task | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17594 | Failure error on saving company | Bug | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17572 | Partner user can access the customer’s uploaded files | Bug | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17571 | Admin users are able to access files, though access should be restricted | Bug | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17560 | VendorMax – Tier Pricing for Partner Companies Not Visible Under Provisioning | Bug | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17551 | [Production] The input field gets enabled and the users are able to enter and send messages in VA accounts. | Bug | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17550 | The company-level flag enabling is not working | Bug | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates | 2026-09-25 |
| CHAT-17604 | Accounting - Monthly End Report Requirements | Story | Billing and Subscription Management v4: Customer Flagging and Reporting Enhancements | 2026-09-25 |
| CHAT-17575 | Accounting - flag a customer as “banned” or “require autopayment” for the sales team, or within the portal | Story | Billing and Subscription Management v4: Customer Flagging and Reporting Enhancements | 2026-09-25 |
| CHAT-17574 | Unable to receive attachments from Google My Business (GMB) chats | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17573 | Unable to receive attachments from Facebook chats | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17076 | Input typing area is not properly align in EP | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17063 | The call connect tab is showing available in chats even after call connect hours. | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17057 | EP is crashing in production | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17053 | googleadvisit function is not always created | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17048 | [ RD Plus Theme ] Language Transfer UI is not appropriate | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17040 | Operators remain Active when not Online | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17034 | [Beta Environment ] Powered by Blazeo is showing showing in chat widgets. | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17029 | [Beta Microservices] Scriptbot Pre-chat widget not opening on Beta's invitation environment. | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17012 | Video Greet Sound Issue on Firefox | Bug | Chat Platform Integration Services | 2026-09-25 |
| CHAT-17589 | Branding - if enabled but no color set, the widget will not appear | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17569 | [Production] Mobile widget issues | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17568 | [Mobile-Issue ] White space appearing under Powered by Blazeo Field | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17563 | Chat is not initiating on blazeo | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17561 | Console error: “Cannot read properties of undefined (reading 'classList')” in Chat UI Controller of Visitor End | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17559 | Rd theme input field disrupted | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17555 | Window mode is not working [Apexfeature1] | Bug | Chat Widget Performance, Stability, and Mobile Optimization | 2026-09-25 |
| CHAT-17610 | [Pre-Chat] [RD & RD Plus] Chat Restart Overlay appears on widget | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17608 | Visitor bypass the validation of Full text QT | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17597 | [RD Plus] Pre-Chat first message appears twice on the visitor end | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17585 | The Chat Widget disappears after clicking on it. | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17584 | quick reply not captured on the dashboard end | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17579 | Visitor replies to Full Text QR through Pre-Chat Greeting message result in duplicate visitor and bot responses. | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17553 | The Scriptbot flow does not continue when the visitor sends a file attachment in the chat. | Bug | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17547 | Add Unread Message Counter to Chat Bar | Task | Chat Widget Interaction Flows v3 Documentation | 2026-09-25 |
| CHAT-17598 | Rounded Plus - The full text message brings keyboard and cuts off | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17588 | Rounded Plus - The animation around the widget does look the same as pre-chat (cuts off) | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17587 | Rounded Plus - Full text does not autofill or pull correct suggestions on a mobile device | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17586 | Rounded Plus - Full text - box appears when insert value | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17558 | Rounded Plus - The widget moves when incoming messages comes in | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17557 | Rounded Plus - Video greet issues - chat window appears with bubble | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17556 | Rounded Plus - scroll option appears when not applicable | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17546 | Rounded Plus - long message cuts off and covers the widget | Bug | Rounded Plus Chat Widget: UI and Interaction Enhancements | 2026-09-25 |
| CHAT-17606 | API required for "Download All" attachments inside Conversations | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17605 | API required for "Download All" attachments inside Lead | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17583 | Operator's display name is required in the sentByUsername property for the Attachments | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17580 | “Attachments” message appears along with the file when the visitor sends only attachments without text | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17577 | Attachments not sending properly – only attachment text displayed | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17576 | Sometimes, more than 2 attachments are not sent | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17570 | visitorAttachments key required in the lead details | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17567 | Create visitor end ability to handle the attachments sent by the operator in the widget | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17566 | Attachments availability in Leads and Conversations API from BE | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17565 | The same file in different messages is restricted from being sent from the Backend | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17564 | When an operator sends attachments, they are not available in the return message’s array from the legacy side | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17562 | Document’s thumbnail is required in the Attachments API. | Task | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17554 | The files that are sent with messages do not show the download icon. | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17552 | [Mobile] Attachment not showing in the input area | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17549 | Docx , Excel file icon is broken | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17548 | File attachments not working for SMS chats — shows “possible attachment” message instead | Bug | Chat Widget Attachment Logic and API Integration | 2026-09-25 |
| CHAT-17545 | Rounded Plus - messages in min state vary | Bug | Rounded Plus Skin: Chat Widget UI and Performance Optimization | 2026-09-25 |
| CHAT-17544 | Rounded plus - delays messages in chat window | Story | Rounded Plus Skin: Chat Widget UI and Performance Optimization | 2026-09-25 |
| CHAT-17543 | Rounded Plus - the spacing between messages vary | Story | Rounded Plus Skin: Chat Widget UI and Performance Optimization | 2026-09-25 |
| CHAT-17542 | Rounded Plus - review the size of the widget with quick reply options | Story | Rounded Plus Skin: Chat Widget UI and Performance Optimization | 2026-09-25 |
| CHAT-17540 | Fix older accounts with multiple keys historically (offerings) - reporting, merging data, analytics | Task | Legacy Account Data Consolidation and Key Unification | 2026-09-25 |
| CHAT-17529 | Issues with quick reply displaying properly when not available on the rounded plus skin | Story | Quick Reply UX: Rounded Plus Skin Call-to-Action Handling | 2026-09-25 |
| CHAT-17527 | allow country set to OTHER to give user ability to insert a phone number without fixing the country code or restricting user | Story | Chat Widget Phone Input Validation: 'OTHER' Country Configuration | 2026-09-25 |
| CHAT-17534 | Ellipses not applied to long file names in attachments. | Bug | Chat Widget Attachment UI Controls | 2026-09-25 |
| CHAT-17524 | Attachment button appears for accounts without the file upload feature enabled | Bug | Chat Widget Attachment UI Controls | 2026-09-25 |
| CHAT-17522 | Pre-chat initial timeout isn't functioning properly. | Bug | Pre-Chat Widget Timeout Logic | 2026-09-25 |
| CHAT-17520 | “Transfer to Live Person” button not appearing for VA accounts with operators enabled | Bug | AI Chatbot Operator Transfer Functionality | 2026-09-25 |
| CHAT-17513 | The region tool in chats isn't differentiating between the counties with same names in multiple states. | Bug | Chat Region Logic Enhancements: County Scoping | 2026-09-25 |
| CHAT-17512 | adjust the account type name for SCRIPTBOT ENABLED to Virtual Assistant | Task | Account Type Renaming: Virtual Assistant | 2026-09-25 |
| CHAT-17539 | Only “attachments” text appears instead of icon and file name in chat history (Legacy Dashboard) | Bug | Chat Dashboard Attachment Visibility and Management | 2026-09-25 |
| CHAT-17538 | Operators cannot preview or download attachments in the legacy dashboard | Bug | Chat Dashboard Attachment Visibility and Management | 2026-09-25 |
| CHAT-17511 | Attachment's are not showing in the dashboard | Bug | Chat Dashboard Attachment Visibility and Management | 2026-09-25 |
| CHAT-17510 | Business hours not appearing in proper dialogue box format in VA accounts | Bug | AI Chatbot Business Hours Display Configuration | 2026-09-25 |
| CHAT-17504 | Embed Voice AI Agent into Chat Widget | Story | Voice AI Integration for Chat Widget | 2026-09-25 |
| CHAT-17503 | Suggestion Tracking and Analytics | Story | Smart Text Suggestions Engine Documentation | 2026-09-25 |
| CHAT-17502 | Smart Suggestions for Operators | Story | Smart Text Suggestions Engine Documentation | 2026-09-25 |
| CHAT-17501 | Portal-Level Control (Admin Side) | Story | Smart Text Suggestions Engine Documentation | 2026-09-25 |
| CHAT-17500 | Enable/Disable Smart Suggestions (Visitor Side) | Story | Smart Text Suggestions Engine Documentation | 2026-09-25 |
| CHAT-17499 | Smart Text Suggestions for Visitors | Story | Smart Text Suggestions Engine Documentation | 2026-09-25 |
| CHAT-17491 | Credit Card is not getting added in Credit Cards table when client is signing up via Onboarding | Bug | Onboarding Flow Bug Fixes and Data Integrity | 2026-09-25 |
| CHAT-17489 | [Onboarding] Error appears on creating onboarding (Invalid column name 'AiChatbotEnabled") | Bug | Onboarding Flow Bug Fixes and Data Integrity | 2026-09-25 |
| CHAT-17507 | Widget edits in new portal disrupt video greet in legacy profile | Bug | Chat Widget Deployment and Cross-Portal Configuration Stability | 2026-09-25 |
| CHAT-17490 | [Staging] The widget is not dropping on the invitation link of the staging environment. | Bug | Chat Widget Deployment and Cross-Portal Configuration Stability | 2026-09-25 |
| CHAT-17526 | Send visitor attachments in HTML Leads email | Story | HTML Lead Document Reporting and Attachment Handling | 2026-09-25 |
| CHAT-17525 | HTML leads display document count even when “Do Not Send in HTML Lead” is enabled | Bug | HTML Lead Document Reporting and Attachment Handling | 2026-09-25 |
| CHAT-17488 | List the number of documents in HTML Leads | Story | HTML Lead Document Reporting and Attachment Handling | 2026-09-25 |
| CHAT-17537 | Clicking the send button multiple times sends the same file multiple times | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17536 | Uploaded file remains in the message box after sending | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17533 | File size limit validation applies only per message instead of per chat session | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17531 | Duplicate file validation not triggered when sending the same file in separate messages within the same chat | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17530 | "message File too big" error appears when total attachment size exceeds 15 MB | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17519 | Previously sent attachments are resent when user uploads new attachments | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17518 | Attachment Validation Error Triggered Incorrectly | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17517 | Remove attachment functionality not working properly | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17515 | Duplicate attachments appear when user sends the same file multiple times | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17514 | Attachment functionality should not depend on QT type | Bug | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17487 | Files size and name duplication check in post attachments service | Story | Chat Attachment Management Logic | 2026-09-25 |
| CHAT-17486 | [PenTest] Strict Transport Security Not Enfored | Task | Security Compliance and Hardening Documentation | 2026-09-25 |
| CHAT-17485 | [PenTest] Deprecated TLSv1.0/TLSv1.1 Protocol Detection | Task | Security Compliance and Hardening Documentation | 2026-09-25 |
| CHAT-17484 | [CASA] Add Integrity Attribute | Task | Security Compliance and Hardening Documentation | 2026-09-25 |
| CHAT-17483 | [CASA] ClickJacking Security fix | Task | Security Compliance and Hardening Documentation | 2026-09-25 |
| CHAT-17482 | Add the 'dedicated mobile site' flag by default when a company is created | Story | Automated Default Configuration for New Company Onboarding | 2026-09-25 |
| CHAT-17481 | Add the 'Copy entire transcript to lead and coding and timestamp' flag by default when a company is created | Story | Automated Default Configuration for New Company Onboarding | 2026-09-25 |
| CHAT-17480 | Add the 'allow print and resend' flag by default when a company is created | Story | Automated Default Configuration for New Company Onboarding | 2026-09-25 |
| CHAT-17479 | Add the 'secure chats' flag by default when a company is created | Story | Automated Default Configuration for New Company Onboarding | 2026-09-25 |
| CHAT-17478 | Add the 'Enable Transcripts' flag by default when a company is created | Story | Automated Default Configuration for New Company Onboarding | 2026-09-25 |
| CHAT-17523 | make dropdowns in the legacy and new portal clickable throughtout area of the dropdown | Story | Portal Navigation and UI/UX Enhancements | 2026-09-25 |
| CHAT-17474 | The redirection from the company link to the legacy portal is not working. | Bug | Portal Navigation and UI/UX Enhancements | 2026-09-25 |
| CHAT-17473 | As an agent I should be able to select sub category based upon respective lead category for a lead | Story | Lead Categorization and Sub-Category Selection | 2026-09-25 |
| CHAT-17471 | add a line to the order summary for Cancelation policy | Story | Cancellation Policy Disclosure in Billing Documentation | 2026-09-25 |
| CHAT-17477 | Mobile App - Authorization Token Expiry Causes Unexpected Errors | Bug | Mobile App Authentication and Stability Management | 2026-09-25 |
| CHAT-17472 | Mobile App is down | Bug | Mobile App Authentication and Stability Management | 2026-09-25 |
| CHAT-17457 | Implement Poke Messages Before First User Reply in Launch Chat Window | Task | Chat Widget Launch Window and Poke Message Enhancements | 2026-09-25 |
| CHAT-17440 | Launch Chat Window & EP feature | Story | Chat Widget Launch Window and Poke Message Enhancements | 2026-09-25 |
| CHAT-17424 | Facebook pixel tracking is causing analytics firing distruption | Bug | Chat Widget Performance and Security | 2026-09-25 |
| CHAT-16585 | Showing isBirthday flag in datetime question in widget | Task | Chat Widget Performance and Security | 2026-09-25 |
| CHAT-16583 | Gclid not being captured in our Chats | Bug | Chat Widget Performance and Security | 2026-09-25 |
| CHAT-16574 | Issues with poke overlay message | Bug | Chat Widget Performance and Security | 2026-09-25 |
| CHAT-16571 | Encryption Conditions based on Visitor/Company Location | Task | Chat Widget Performance and Security | 2026-09-25 |
| CHAT-17395 | [Web to text] The continue button is stuck | Bug | Web-to-Text Feature Documentation | 2026-09-25 |
| CHAT-16996 | web to text issue on new invitation | Bug | Web-to-Text Feature Documentation | 2026-09-25 |
| CHAT-17470 | add Operator Enabled column for internal vendormax users in the legacy portal | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17463 | Add search engine to lead flag by default when a company is created | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17462 | enable login enabled when a company is created | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17454 | Unable to search companies in apextest 1 env | Bug | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17426 | as a user, I want the ability to access attachments from the Legacy dashboard | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17425 | Display Company Name with Company Key on Organization Selection Page in certain scenarios | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17403 | add a column in portal and reports for zip code, city and other information we capture in the chatroom | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17388 | Add column 'ACCOUNT TYPE' in the company grid for internal users in the legacy portal | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-16355 | Checklist v2 - Note & Special instructions area for internal users-DB | Task | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-16354 | Checklist v2 - Note & Special instructions area for internal users-Portal | Task | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-16349 | When a "SQA" user creates a company mark it as "Test Company". | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-16334 | AI - feedback 10/7/24 | Story | Internal Portal Tools Documentation | 2026-09-25 |
| CHAT-17448 | merge ‘AI Chatbot-enabled' with Account type | Task | Self-Service Onboarding Flow | 2026-09-25 |
| CHAT-17404 | Onboarding - the user needs to select package | Bug | Self-Service Onboarding Flow | 2026-09-25 |
| CHAT-16506 | Develop a set of short videos, hosted in the portal, on how to use the portal. | Story | Self-Service Onboarding Flow | 2026-09-25 |
| CHAT-16505 | Develop ability to auto-upgrade an account from self-service to bot, to live chat without human interaction. | Story | Self-Service Onboarding Flow | 2026-09-25 |
| CHAT-16504 | Develop a demo/overview of the self-service product to allow people to sign up quickly/easily. | Story | Self-Service Onboarding Flow | 2026-09-25 |
| CHAT-16503 | Develop auto-provisioning for self-service customers, and allow customers to “try for free”. | Story | Self-Service Onboarding Flow | 2026-09-25 |
| CHAT-17446 | CSM team schedule deactivation on accounts | Story | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17439 | Add the ACCOUNT ID in Quickbooks and utilize moving forward | Task | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17438 | add the company ID column to the Account grid | Story | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17428 | Host billing package - provide warning message if blank | Story | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17419 | Limit the company key for quickbooks | Story | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17311 | The amount in invoice pdf does not exactly match with the amount on Grid | Bug | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17288 | Unable to save an Account – QuickBooks customer error. | Bug | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17280 | CLONE - Stripe Payment Method Page Not Loading for Companies Not Added to Account | Bug | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17279 | Upsell existing accounts- add the company name to the subject and body for the Summary email of the quote | Story | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17278 | add the company name to the subject and body for the Summary email of the quote | Story | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17277 | Create Separate Service for Billing - Create project structure with Service Layered architecture | Task | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17275 | CLONE - Newly added payment method not displayed after saving in payment method tab | Bug | Billing and Subscription Management Documentation - Batch 16 | 2026-09-25 |
| CHAT-17465 | [Multi Languages - EP] Multi-language transfer is not functioning, and an incorrect system message appears on EP | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17429 | When the bot transfers the chat to an agent, the dashboard displays an error | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17414 | Launch chat window feature not working for AI Bot | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17141 | Microservices - QRs when applied to Video Greet's greeting message are having issues. | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17131 | Multiple Choice QR UI and Flow Issues on Video Greet Widget – New RD Plus Theme | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17116 | [Video Greet] Video played time is not correct in chat for windowed chat mode | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17101 | Voice AI - manage settings from the internal portal | Story | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16762 | [Backend] Prompt based on CallConnect and Prompt Enabled | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16742 | Duplicate members are being added inside the Chatbot's Calendar integration | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16741 | The system does not send the email invitation when a member is added from the Calendar integration in the Chatbot | Bug | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16730 | The Chatbot should be capable to transfer the chat | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16698 | Create Chatbot prompt endpoints | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16659 | Chat bot should properly end the chat session | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16650 | Integrate chatbot message flow in chat system [VideoGreet] | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16646 | Create an endpoint to update chatbot status | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16645 | Create CRUD of ChatbotPlugins and ChatbotCallConnects | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16642 | Integrate chatbot message flow in the chat system [EP] | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-16641 | Integrate chatbot message flow in chat system [DOM] | Task | AI Chatbot Integration Management | 2026-09-25 |
| CHAT-17466 | [Video Greet] English & SPA message appears at visitor end if any language has set the plain text in pre-chat | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17464 | [Video Greet] Chat starts in the English language when the visitor selects the Spanish language | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17443 | Video Greet - Translation feature not working | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17433 | [Video Greet] Eng & Spa both pre-chat messages display at the visitor-end | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17392 | [Video Greet] Language option dropdown is missing in legacy invitation (video) | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17391 | [Video Greet] Play & Stop button is not functional and UI issue | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17390 | [Video Greet Language] The Language transfer is not working properly for the visitor | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17389 | [Video Greet Language] Message and greet text is not converting to selected language | Bug | Video Greet Language Localization and Interaction Enhancements | 2026-09-25 |
| CHAT-17469 | Widget not loading for company: unitedroofingcfl | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17450 | Adding Count on Pre-chat messages on Widget. | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17445 | The logo on EPU is not appearing for accounts | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17442 | Launch Chat Window - issues with closing and opening | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17435 | Agent image issue on Launch Chat window - | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17427 | Prechat not disappearing when chat is opened in windowed mode | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17417 | Chat Window overlaps Video Greet without video preview inside | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17402 | Confirm the new updated skin is not disrupted from the widget editor | Task | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17400 | Windowed mode is not working | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17394 | ‘Launch Chat Window' flag is missing in profile section | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17386 | Voice to text icon disappears after re-opening the widget | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17383 | Invited Visit Count Not Updating for Google Ads Traffic Despite Successful Invitation Load | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17373 | Adjust speech icon position | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17369 | UI distortion in full-text question types under Rounded Dynamic Plus theme | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17347 | New rounded plus widget behind icons | Story | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17334 | [Chat bar] legacy invitation - Two divisions does not show the complete text on bar for RD theme | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17333 | [Micro Service] The font color should be white in the opt-in overlay | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17328 | [Staging - MS] The pre-chat is cutting off | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17302 | Chat Bar Position (Bottom) Affects Margin Settings on Mobile Devices | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17299 | Inconsistent Margin and Spacing Between Legacy and MS Versions | Bug | Chat Widget Visitor UI/UX Refinements (Batch 14) | 2026-09-25 |
| CHAT-17467 | The invitation freezes and the visitor gets blocked to start a new chat | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17461 | Implement appropriate fallbacks for identifying unique visitors when viewing chat history on dashboard | Task | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17444 | EP does not allow me to send responses - https://www.ceceresantana.com/ | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17434 | Quick reply - allow URL to be sent from quick reply selection | Story | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17431 | [Microservice] Add support for other invitation scripts | Task | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17416 | Resolve MemoryTimeout production issue in MS invitation | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17406 | Poke messages appear instantly when chat starts | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17405 | The sequence of pipe messages is not correct | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17399 | Pipe messages are not working properly | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17398 | The response freezing in Chat Script is not working Properly | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17396 | Create Chat if visitor clicks on prechat after closing DOM | Task | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17387 | Speech recognition error in console | Task | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17384 | Enhance transcript system message to include user name from Web-to-Text | Task | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17290 | Chat script's search feature is not working for Localiq Accounts | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17265 | The Chat widget is not dropping and a console error is thrown on https://www.quintessenceplasticsurgery.com/ Site. | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17255 | SPA chat cannot be transfer successfuly | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17234 | [Beta Environment ] The Invitation is not dropping | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17229 | Custom Analytics tracking (of leads) for MicroService invitation is not sending/triggering respective events. | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17228 | Chat script's search feature is not working for agents in some accounts! | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17227 | Poke messages not working on EP when Agent script or plain text is applied as the greeting message. | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17150 | A scrollbar is missing in pre-chat | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17138 | Piped messages are duplicated when used as the last message in ScriptBot flow with microservices invitation | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17130 | [Micorservices - Mobile ] Chat bar not showing properly in mobile | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17120 | Multi-select question styling is inconsistent in Microservices (missing outlines and incorrect text color) | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17119 | [Microservices] "Skip this question" button is non-functional for Multiple Choice QR in Microservices | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17118 | Message drop animation causes overlap and re-triggering of messages on reopening the pre-chat widget in Microservices | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17115 | Cross button is not working in standard enabled functionality | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17109 | Pre-chat animations not working in Microservices environment | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17108 | Tooltip not displaying when "Hide Chevron" is unchecked in microservice version. | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17103 | Console error: "undefined" is not valid JSON! when clicking prechat widget in windowed mode | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17099 | extra space on the tab | Story | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17098 | issues in the chat window | Story | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17097 | issues with the initial load | Story | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17096 | Poke messages not working | Story | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17082 | Poke messages not working. Only see messages on the scriptbot | Bug | Chat Widget Interaction Flows and Enhancements Documentation | 2026-09-25 |
| CHAT-17329 | UI difference in the company name for opt-in chats | Bug | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-17264 | Email-to-Text AT&T Feature is disabled | Task | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-17257 | Reduce Web to conversion last system message text | Task | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-17256 | Chat-to-Text Field Rejects Valid Phone Numbers on Farah & Farah Website | Bug | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-17248 | SMS OTP and Web-to-Text input fields do not highlight in red on error state | Bug | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-17233 | Prevent Phone Number OTP Validation from Disrupting Legacy Account UI | Task | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-16562 | Web to Text - Disclaimer | Story | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-16445 | Web to text - add checkbox to widget layover for consent | Story | Chat Widget Compliance and Consent | 2026-09-25 |
| CHAT-17352 | Unable to pull billable leads report for Salem Media Group | Bug | Voice Onboarding and Configuration Documentation - Batch 21 | 2026-09-25 |
| CHAT-17349 | Add new tier for the Voice | Story | Voice Onboarding and Configuration Documentation - Batch 21 | 2026-09-25 |
| CHAT-17343 | Onboarding- Account type field (human agent, AI chatbot, VA, operator) | Story | Voice Onboarding and Configuration Documentation - Batch 21 | 2026-09-25 |
| CHAT-17326 | Not receiving Provision emails for the Purple Pig Marketing Host | Bug | Voice Onboarding and Configuration Documentation - Batch 21 | 2026-09-25 |
| CHAT-17320 | CLONE - Update notification logic to send notifications to all devices | Story | Voice Onboarding and Configuration Documentation - Batch 21 | 2026-09-25 |
| CHAT-17376 | Chats are not getting transfered to Spanish Agents | Bug | AI Chatbot Integration Management V2 Documentation | 2026-09-25 |
| CHAT-17358 | Blank Page Appears After Saving Facebook Integration Settings | Bug | AI Chatbot Integration Management V2 Documentation | 2026-09-25 |
| CHAT-17346 | [MicroService] - VideoGreet is not following the Position mentioned in Portal. | Bug | AI Chatbot Integration Management V2 Documentation | 2026-09-25 |
| CHAT-17315 | CareHQ CRM Integration | Task | AI Chatbot Integration Management V2 Documentation | 2026-09-25 |
| CHAT-17362 | Call Connect Button Still Visible on Agent Portal When Feature Is Disabled | Bug | Agent Dashboard UX Enhancements: Batch 21 | 2026-09-25 |
| CHAT-17354 | Representative Image Upload Fails Despite Being Under 1 MB | Bug | Agent Dashboard UX Enhancements: Batch 21 | 2026-09-25 |
| CHAT-17342 | Clicking 'Clear Search' Minimizes Script Folder Image | Bug | Agent Dashboard UX Enhancements: Batch 21 | 2026-09-25 |
| CHAT-17377 | [Mobile] Speech-to-text displaying repeated words/phrases during dictation | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17374 | The ChatWidget is not dropping for a Companykey - humagro | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17372 | [Visitor] An error appears on the visitor's end when a text-type question (Name, Email, Phone, Region & Message) is applied, and the user attempts to send the details. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17366 | Widget - The ability to switch from CHAT to TEXT (additional fields) | Story | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17365 | Widget - light/dark mode on the widget | Story | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17364 | LIVECHATINC - new feature that displays pop-up box when you move away from the browser | Story | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17363 | Widget - Launch Chat Window | Story | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17356 | Implementation of file attachment in widgets | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 21 | 2026-09-25 |
| CHAT-17379 | Name field in Web-to-Text does not capture full name with spaces | Bug | Web-to-Text Enhancement Documentation | 2026-09-25 |
| CHAT-17378 | Web to text UI Issues | Bug | Web-to-Text Enhancement Documentation | 2026-09-25 |
| CHAT-17359 | Web to text customization not working at company level | Bug | Web-to-Text Enhancement Documentation | 2026-09-25 |
| CHAT-17357 | Web to text customization is not saving in the profile section | Bug | Web-to-Text Enhancement Documentation | 2026-09-25 |
| CHAT-17321 | The lead sending status is stuck on sending in the portal and dashboard when only the AT&T email is applied | Bug | Web-to-Text Enhancement Documentation | 2026-09-25 |
| CHAT-17304 | Follow-Up Emails Dependent on Secure Leads Setting | Bug | Web-to-Text Enhancement Documentation | 2026-09-25 |
| CHAT-17380 | Portal log indicating Host Admin made changes to AIbot | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17348 | Profile view does not fully load when opened from the Profile tab | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17345 | The system is capturing incorrect logs for User IDs in certain instances. | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17344 | add IS TEST column to company tab for internal vendormax users | Story | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17336 | Issues opening specific profile template | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17319 | The Onboarding section generates company keys without a word limit, based on the company name. | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17312 | Restrict Creation of AI Agents and Chatbots to VendorMax Users | Task | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17310 | [Production] Profile settings are not reflecting on Legacy | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17306 | Latest Terms and Conditions are not appearing by default if not applied | Bug | Portal User Access, Security, and Administrative Controls Documentation | 2026-09-25 |
| CHAT-17375 | Cursor and view do not auto-scroll to latest text when typing multiple lines | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17371 | [MS] Poke message displays in English in DOM when language is set to Spanish | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17368 | Poke message appears even when user is actively typing | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17351 | The greeting message is being repeated twice. | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17322 | System message missing and console error shown on successful "Transfer to Live Agent" action in SB chat | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17309 | poke message - System generated Check back respone in Chat is occuring irregularly. | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17308 | Chat accepts user input without applying proper sanitization or encoding | Bug | Chat Widget Interaction Flows v2 Documentation | 2026-09-25 |
| CHAT-17331 | Billing Details - as user, I want to see my billing detail | Story | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17330 | Biling - Partners see the same transactions within each company | Story | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17325 | N/A appears instead of the actual name on the credit card for some existing clients in Payment Method area | Bug | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17324 | Slow Load Time When Fetching Records in Transaction History | Bug | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17314 | Payment status appears as Not paid for Partner's customer paid invoices | Bug | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17313 | Design tweaks and responsiveness for the success screen after payment method is updated on Stripe | Bug | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17305 | Update the success screen after payment method is updated on stripe | Task | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17303 | Unable to download invoices from the Transaction History tab. | Bug | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17300 | Paid invoices are removed when credit card is re-added from new portal after removal from legacy portal | Bug | Billing and Subscription Management v3 Documentation | 2026-09-25 |
| CHAT-17252 | White space due to EP Iframe | Task | System Health and Monitoring Documentation | 2026-09-25 |
| CHAT-16772 | Some routed SMS chats are having call connect issues. | Bug | System Health and Monitoring Documentation | 2026-09-25 |
| CHAT-16714 | Performance issue on production | Task | System Health and Monitoring Documentation | 2026-09-25 |
| CHAT-16463 | Do regular (daily) health checks to ensure all connectors are working right across our system. | Story | System Health and Monitoring Documentation | 2026-09-25 |
| CHAT-16454 | [Report] Transcript report fails when more than 2 days are selected in the report | Bug | System Health and Monitoring Documentation | 2026-09-25 |
| CHAT-16447 | [Production] Issues appearing for one of our client Waterhaven Place. | Bug | System Health and Monitoring Documentation | 2026-09-25 |
| CHAT-17260 | Retainer accounts are not showing data in the UI for the template settings. | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-17245 | AI Chatbot & Voice - Permissions | Story | Portal User Access and Security | 2026-09-25 |
| CHAT-16951 | Invalid company name ' CompanyID " Issue | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16950 | when user opens the company error appears "Invalid column name 'CompanyID'" | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16766 | Unable to edit company due to service area value error | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16753 | Our chat script code is not compatible with CSP (Content Security Policy) | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16699 | Introduce Admin Role for User Access Control - New Portal | Story | Portal User Access and Security | 2026-09-25 |
| CHAT-16422 | XSS Server Side Vulnerability | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16409 | User is not able to login through continue with goggle button | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16408 | Unable to login on Production with continue with google button | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16373 | VA - Limit access based on the plan | Story | Portal User Access and Security | 2026-09-25 |
| CHAT-16366 | Vendormax with Group Editor or Viewer should see the section | Task | Portal User Access and Security | 2026-09-25 |
| CHAT-16365 | legacy portal - The groups tab will require a 'Save' to update the group | Story | Portal User Access and Security | 2026-09-25 |
| CHAT-16361 | GROUP - limit access to super admin | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16359 | User is created in the database anyway despite the password validation check fails | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-16358 | Unable to open a company in apextest1 environment | Bug | Portal User Access and Security | 2026-09-25 |
| CHAT-17258 | Bug in app insight for legacy chat | Task | Chat Platform Data Management and Stability Updates | 2026-09-25 |
| CHAT-17222 | System not catching Source, Medium, and Campaign from Google Ads parameters in Referer | Bug | Chat Platform Data Management and Stability Updates | 2026-09-25 |
| CHAT-17297 | Lead Attributes Not Populating in Follow‑Up Email | Bug | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-17295 | Follow-up Email Triggering Multiple Times | Bug | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-17249 | Change Summarizer Text in Lead Email and TinyBird Removal | Task | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-17244 | [Lead Summarization] - Redact PII before sending data for summarization | Task | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-17243 | [Lead Summarization] - Switch provider of Lead Summarization from OpenAI to Azure OpenAI | Task | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-17240 | The lead categories column appears to be empty inside the Leads report. | Bug | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-16895 | The chatbot's ending statement is missing in the HTML lead | Bug | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-16893 | Chatbot Sends Lead for All Chats Even Without Visitor Details | Bug | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-16890 | [Production] Lead is not generating in auto-end script case | Task | AI Chatbot Lead Management | 2026-09-25 |
| CHAT-17284 | The suggestive AI is recommending agents improper responses for law firms | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17235 | Business categories missing in apexstage for AI bot. | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17223 | Cannot read properties of undefined (reading 'aiBotEnabled') Error in production (DataDog) | Task | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17136 | Internal settings for the VA and AI Chatbot - Adjustments to name, logic, and clean-up | Story | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17121 | Suggestive-AI script is pitching responses while in "Suggestive" preference | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17081 | AI Chatbot- suggestive mode respones should appear for internal users within the chatlogs of db and portal | Story | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17079 | as a user, I want the consent option to work for the AI chatbot | Story | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16985 | Scriptbot Repeating the Same Statement Multiple Times | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16952 | ScriptBot – Next Question Sent Too Soon Intermittently | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16863 | Improve AI Service Performance | Task | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16849 | The bot replaces the agent's message in suggestive mode as the suggestion appears in the agent dashboard | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16831 | The chatbot does not fetch the office timings even when they are available on the site | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16824 | Aliases Disappear on Full Text Question Submission | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16789 | The chatbot does not send the lead after the lead details have been captured and the chat has been ended | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-16788 | The chatbot becomes unresponsive if a visitor replies after a while | Bug | AI Chatbot Response Management: Configuration and Safety Enhancements | 2026-09-25 |
| CHAT-17289 | The Video Greets field appears to be empty when multiple videos are selected. | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17282 | Unable to upload a new video in the apextest1 environment for Video Greet. | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17281 | The font style for video greet is different from the font style of other texts in the frame. | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17254 | Video Greet - the ability to select multiple videos to shuffle within the same profile | Story | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17253 | Video Greet - add language option dropdown from the chat window | Story | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17246 | The Video Greet Preview is missing inside the widget when it is opened. | Task | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17242 | Add Video Greet in the Initiated By column inside the chats tab. | Task | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17238 | [Windowed Mode ] Input Fields Disappear After Widget Opens in Video Greet Functionality | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17237 | Review Possible Design Improvements for Initial State UX of Video Greet | Story | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17236 | [Microservice ] Video Greet is not working | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17231 | The video playing time is being displayed twice | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17009 | Video Greet Widget Size Mismatch | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16999 | Video greet first time render issue | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16994 | Input Field Freezes on Initial Greeting in Video Greet Widget (Affects Mobile & Desktop) | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16992 | Video greet issues on Widget enhancement | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16989 | Video greet issues on Windowed mode | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16963 | Video Greet Issues Post Widget Changes | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16858 | [VideoGreet] Visitor selection does not appear after chat initiate | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-16857 | [VideoGreet] Initial greeting messages appear twice on Chat Initiation | Bug | AI Chatbot VideoGreet Integration | 2026-09-25 |
| CHAT-17298 | [Beta envoinrment] Mobile Profiles are not reflecting margin setting | Bug | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17293 | Mobile & Desktop Profies are not reflecting Margin Settings in portal | Bug | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17261 | Add Border Style drop down in portal Profile-->Chat Bar | Task | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17146 | CTA option should appear in one line. We only decrease font size from script when lengthy text is added as an option... This one has normal CTA's. | Bug | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17137 | EP distorted on website | Story | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17124 | EP Branding logo distorted on the new widget | Bug | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17080 | Suggestive mode - adjust the blue color background | Story | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17077 | The transfer language button font color issue | Bug | Chat Widget Branding and Styling | 2026-09-25 |
| CHAT-17294 | The Chat Bar gets disturrbed completely for the Legacy & Microservices for RD Theme when the Hide Chevron button is disabled | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17292 | [Chat Bar] The single option in the chat bar is not functional in the border style for RD Plus theme | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17291 | TAB - Vertical or horizontal text | Story | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17276 | The widget appears to be distorted in the iPad Mini. | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17262 | CTA button appears Squared in Chat Window | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17259 | Chat Bar - Three divisions appearing when the chat bar is aligned to left when only two options are enabled | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17250 | The Switch to Text Button is overlapping with the message in the new widget. | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17241 | new widget - support squared borders | Story | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17221 | UI Misalignment in iOS for Date of Birth Widget. | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17206 | New Widget - The Pre-chat minimized state header issues | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17191 | Color picker is not showing in customization Tab | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17170 | The Chat Bar showing ellipses when only one tab is applied to mobile widget | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17166 | Live Chat Tab not showing properly | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17161 | Microservices - Video Greet, when applied to the RD theme in microservices, shows the RD pre-chat widget size rather than the Video Greet widget size | Bug | Chat Widget Visitor UI/UX Refinements | 2026-09-25 |
| CHAT-17217 | Self Sign-Up with Guided Product Recommendation | Story | Self-Service Onboarding Flow v2: Guided Product Recommendation | 2026-09-25 |
| CHAT-17211 | [Portal Dashboard] Apply Voice viewer role on New portal | Task | Voice Viewer Role Access Control | 2026-09-25 |
| CHAT-17216 | Cannot read properties of undefined (reading 'syncwebclient') Error in production (DataDog) | Task | System Health and Monitoring V2: Communication and Reporting Integrity | 2026-09-25 |
| CHAT-17210 | Traffic Report for MicroService invitation is showing incorrect data for invited visitor column | Bug | System Health and Monitoring V2: Communication and Reporting Integrity | 2026-09-25 |
| CHAT-17204 | CLONE - Push notifications are not dropping on a specific account | Bug | System Health and Monitoring V2: Communication and Reporting Integrity | 2026-09-25 |
| CHAT-17178 | Chats not working properly on apextest1 environment. | Bug | System Health and Monitoring V2: Communication and Reporting Integrity | 2026-09-25 |
| CHAT-17182 | Reseller voice pricing in the legacy portal | Story | Reseller Voice Pricing Configuration in Legacy Admin Portal | 2026-09-25 |
| CHAT-17167 | Date not dropping in Time/Calendar type QR for the Legacy services | Bug | Legacy Service Appointment Scheduler: Time/Calendar Quick Reply Synchronization | 2026-09-25 |
| CHAT-17174 | Update QuickBook minor version | Task | QuickBooks API Minor Version Update (v75+) | 2026-09-25 |
| CHAT-17212 | Apply color on web to text in windowed mode is not working | Bug | Web-to-Text Enhancements: Branding and Lead Capture | 2026-09-25 |
| CHAT-17190 | Apply branding is not working in web to text | Bug | Web-to-Text Enhancements: Branding and Lead Capture | 2026-09-25 |
| CHAT-17179 | Web to text - require the name of the visitor to be captured before transfer | Story | Web-to-Text Enhancements: Branding and Lead Capture | 2026-09-25 |
| CHAT-17164 | Apply Web to text color settings on visitor end | Task | Web-to-Text Enhancements: Branding and Lead Capture | 2026-09-25 |
| CHAT-17215 | [Billing Section] - Get Terms and Conditions from RightSignature | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17208 | [Billing Section] - Create a join table to allow 1-to-many relationship for Credit Cards | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17207 | [Billing Section] - Add a dropdown for selecting the billing provider | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17203 | [Billing Section] - Adjust business logic to accommodate the default flag | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17202 | [Billing Section] - Add default flag for the Credit Card | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17201 | [Billing Section] - Update a Credit Card | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17200 | [Billing Section] - Mark a Payment method as default | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17199 | [Billing Section] - Remove a Credit Card | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17198 | [Billing Section] - Add a Credit Card | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17197 | [Billing Section] - Retrieve Invoice PDF for download from QuickBooks | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17196 | [Billing Section] - Get Credit Cards using CompanyId | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17195 | [Billing Section] - Get Invoices using CompanyId | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17194 | [Billing Section] - Get Terms using CompanyId | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17193 | [Billing Section] - Add Billing Viewer and Billing Editor Roles | Task | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17189 | Billing information | Story | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17188 | Credit Card | Story | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17187 | Transaction history | Story | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17186 | Billing viewer/editor access | Story | Billing and Subscription Management V2 Documentation | 2026-09-25 |
| CHAT-17177 | Add AI flag and AI type in provisioning form in portal | Task | Appointment Scheduler and Provisioning Logic Documentation | 2026-09-25 |
| CHAT-17173 | Onboarding - Voice & Appt tabs not appearing in the portal | Bug | Appointment Scheduler and Provisioning Logic Documentation | 2026-09-25 |
| CHAT-17172 | Add a sentence in the provisioning email for certain websites & cache | Task | Appointment Scheduler and Provisioning Logic Documentation | 2026-09-25 |
| CHAT-17155 | Voice and Appointment Scheduling tabs should be always enabled for Admin users in the provisioning | Task | Appointment Scheduler and Provisioning Logic Documentation | 2026-09-25 |
| CHAT-17213 | The UI is disturbed for the Date of Birth QR for the New Widget on the mobile device. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17205 | The Pre-chat bubble appearing for microservices environment when a video greet widget is opened | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17168 | New Widget - Video Greet - Wrong widget size appearing for the new widget in the Beta environment. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17165 | Widget not dropping on live accounts. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17163 | Microservices - The Chat session ends before all the piped messages are dropped in Chat. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17160 | Live Chat Tab not showing properly | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17159 | Chat Bar - The Mobile icon is not appearing on the Chat bar for the microservices. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17158 | [CHAT BAR] NEW WIDGET - Text UI is misaligned & the divs are not equal in the Chat bar for New portal | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17157 | Chat bar not properly aligned both legacy and microservice | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17156 | New Widget - White space appearing below the Powered by Blazeo label in the mobile. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17154 | Incomplete text appearing with elippses on the Chat Bar for microservices environment. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17153 | Microservices - Chat Bar Widget UI – Bottom Edge Slightly Misaligned on Web & Mobile View | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17152 | Empty space appearing in between the Chat bar and Pre-chat button in the microservices environment. | Bug | Chat Widget Microservices UI Sanity and Optimization | 2026-09-25 |
| CHAT-17219 | Create api for RAG Model Url upload (Legacy & Blazeo.AI Service) | Task | AI Chatbot Response Management v2: Enhancements and API Integration | 2026-09-25 |
| CHAT-17218 | Create api for RAG Model custom questions (Legacy & Blazeo.AI Service) | Task | AI Chatbot Response Management v2: Enhancements and API Integration | 2026-09-25 |
| CHAT-17209 | Stop sending multiple request to server in DateTime case | Task | AI Chatbot Response Management v2: Enhancements and API Integration | 2026-09-25 |
| CHAT-17175 | Suggestive AI is including HTML mark up in the suggested response! | Bug | AI Chatbot Response Management v2: Enhancements and API Integration | 2026-09-25 |
| CHAT-17169 | First piped message repeats three times after Contact Info QR (Text Type) in Video Greet widget. | Bug | AI Chatbot Response Management v2: Enhancements and API Integration | 2026-09-25 |
| CHAT-17162 | Scrolling button should be available after 4 to 5 options | Bug | AI Chatbot Response Management v2: Enhancements and API Integration | 2026-09-25 |
| CHAT-17183 | As a visitor, I want a voice to speech option in the chat window | Story | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17144 | [Rules Engine] Fix blank/null value issue | Bug | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17133 | Onboarding - AI Chatbot flag to adjust email template snippet | Story | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17094 | SMS chats are not detecting Multiple Choice option's responses | Bug | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17085 | T&Cs on pop-out quote need to match the t&c in the quote | Bug | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17071 | as a user, I want the ability to freeze or unfreeze the contact information | Story | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17070 | as a user, I want the ability to select the contact information (email/phone) from the transcript and send lead form | Story | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17056 | Resolved unhandled exception (showing as bug in appinsight) | Task | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17041 | Pop-up message update for Call Connect tab | Task | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-16929 | retainer overview appearing in the dashboard when it is not enabled - Customer | Story | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-16925 | Desktop Profile loading over Tablet. | Bug | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-16912 | Chat not starting for a company | Bug | Agent Dashboard and Chat UX Enhancements - Batch 20 | 2026-09-25 |
| CHAT-17147 | Unable to add lead category using the customizable subject area! | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-17128 | as a user, I want the ability to access attachments from the messaging dashboard | Story | Chat Platform Data Management | 2026-09-25 |
| CHAT-17127 | as a user, I want the ability to control the attachment via question type | Story | Chat Platform Data Management | 2026-09-25 |
| CHAT-17126 | as a user, I want the ability to access files from the legacy and new portal | Story | Chat Platform Data Management | 2026-09-25 |
| CHAT-17125 | as a user, I want the ability to access files from the legacy admin portal | Story | Chat Platform Data Management | 2026-09-25 |
| CHAT-16913 | Add Columns to the Facebook Debug Token Report | Task | Chat Platform Data Management | 2026-09-25 |
| CHAT-16885 | Date is missing in the EP | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16813 | Lead pricing field and new options field addition round-off issue | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16767 | The text area of the invitation remains disabled if the visitor initiates a new chat in the same DOM | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16765 | The Service type details are missing from the grid | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16764 | The status of the member on the grid remains "Inactive" even when the Appointment scheduling invitation has been accepted | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16731 | Updating Chatbot Extracted Information | Task | Chat Platform Data Management | 2026-09-25 |
| CHAT-16711 | [AI Chatbot] Chat Transcript Missing in HTML Lead Email | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16356 | issues with web-to-text auto-filling dummy number on form when clicking from tab or widget | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16316 | Error message when opening account for certain users | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16302 | VA accounts can't implement chat summarization feature! | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16301 | Add validation to prevent enabling CRM flag without setting the business category in Company Settings | Task | Chat Platform Data Management | 2026-09-25 |
| CHAT-16300 | Lead.notes is capturing full transcript (both visitors and agents responses) in VA (Virtual Assistant) accounts! | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-16299 | Blank Chats column inaccurate | Bug | Chat Platform Data Management | 2026-09-25 |
| CHAT-17148 | error in console | Story | Chat Widget Stability and Validation Improvements | 2026-09-25 |
| CHAT-17117 | Console error appearing on the Safari version 16.6 | Bug | Chat Widget Stability and Validation Improvements | 2026-09-25 |
| CHAT-17102 | TimeStap is showing incorrect data for multiple chats | Bug | Chat Widget Stability and Validation Improvements | 2026-09-25 |
| CHAT-17089 | Exit Pop-up is not appearing in the Beta environment. | Bug | Chat Widget Stability and Validation Improvements | 2026-09-25 |
| CHAT-17088 | Cross Icon Appears Before Pre-Chat Widget is Loaded | Bug | Chat Widget Stability and Validation Improvements | 2026-09-25 |
| CHAT-17087 | web to text - chats marked as blank even when user initaties transfer | Bug | Chat Widget Stability and Validation Improvements | 2026-09-25 |
| CHAT-17151 | Char bar eclipses issue. | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17149 | Update Minimized Chat Message Styling | Task | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17145 | [CHAT BAR] Text UI is misaligned & the icons are distorted for mobile view on legacy services | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17142 | [Microservice] Extra Line Appears on Chat Bar in Mobile View (Right Positioned) | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17132 | [Microservice] Chat bar hover issue | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17114 | [CHAT TAB ]Emoji of Start chat cuts the section | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17107 | Distortion occurs before appearing in the Chat Bar | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17090 | Typing indicator UI is disturbed when the old widget is closed. | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17084 | Chat Widget | Typing Indicator and Agent Image | Task | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17075 | Copying and pasting in the chat disrupts the UI in the text box. | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17073 | A white background appears before the branding color in pre-chat. | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17069 | Save Background color for outstroke color type | Task | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17066 | Chat tab expands and then returns to its original position on the first load. | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17065 | [New Widget] UI Distortion on Widget Click | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17060 | The area behind the chat block isn't clickable | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17059 | Pre-chat colors disturbed with new implementation | Task | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17055 | Powered by background color is always blue | Task | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17039 | Special characters not displaying correctly in visitor side options and selected items | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17035 | The timespan position is misaligned after the user responds to a multi-selection option | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17032 | Validation Appears in Front of Date of Birth QR When "Skip This Question" is Enabled | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17027 | An outline is appearing on the Pre-chat widget. | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17022 | SMS Icon Misaligned in Chat Bar | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17019 | UI Distortion When Entering Invalid DOB Along with 'Skip This Question' in Script | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17015 | Background unfocused issue on RD Plus theme | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17013 | Video Greet Question background color issue | Bug | Chat Widget UI/UX Enhancements Documentation | 2026-09-25 |
| CHAT-17031 | As an admin, I would like to add/update a feature/product | Story | Billing and Subscription Management | 2026-09-25 |
| CHAT-17030 | Add a field to select Billing Provider on the account level | Task | Billing and Subscription Management | 2026-09-25 |
| CHAT-16957 | Accounting - adjust the terms and conditions text - add additional sentence | Task | Billing and Subscription Management | 2026-09-25 |
| CHAT-16949 | Onboarding quote - cannot create quote and face 500 errror | Bug | Billing and Subscription Management | 2026-09-25 |
| CHAT-16946 | Radio button not marked in the pricing section | Bug | Billing and Subscription Management | 2026-09-25 |
| CHAT-16943 | pro rated appearing in quotes on beta | Bug | Billing and Subscription Management | 2026-09-25 |
| CHAT-16769 | Update credit cards button is not working in accounts | Bug | Billing and Subscription Management | 2026-09-25 |
| CHAT-16763 | Credit card field in account showing incorrect text | Bug | Billing and Subscription Management | 2026-09-25 |
| CHAT-16473 | Stripe Invoice - Custom Description on each Subscription Item for metered Usage Type | Task | Billing and Subscription Management | 2026-09-25 |
| CHAT-16462 | Solution to accept credit card payments over phone (don't store their info in our system) | Story | Billing and Subscription Management | 2026-09-25 |
| CHAT-16461 | Scaleable Billing Solution to stop manually pulling Minutes/reports and reduce the errors | Story | Billing and Subscription Management | 2026-09-25 |
| CHAT-16458 | R&D if there is a way in stripe to sell same product to different customer on different pricing | Task | Billing and Subscription Management | 2026-09-25 |
| CHAT-16451 | Customer Success have access to invoices for their clients. | Story | Billing and Subscription Management | 2026-09-25 |
| CHAT-16450 | For a customer to have each product start and stop dates and pricing section to understand which customer has which products and separate start and end dates to determine the churn and upsell clearly ( we need to get rid of notes for clear reporting) | Story | Billing and Subscription Management | 2026-09-25 |
| CHAT-16448 | QBO income accounts/ Portal invoice line items to be matching to determine revenue with breakdown by product (pro, pro+, etc. And chat retainer vs voice retainer.) | Story | Billing and Subscription Management | 2026-09-25 |
| CHAT-16444 | Create a POC console application in c# that creates product, pricing, subscription and generates invoice | Task | Billing and Subscription Management | 2026-09-25 |
| CHAT-17036 | [Mobile & Web] Minimized widget doesn’t show all selection options in the chat transcript after reopening | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17033 | [Mobile & Web] Tapping on "MC single option {Non List}" displays "undefined" on the dashboard | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17024 | Landscape Orientation is not working perfectly with new widgets | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17023 | Text Type QR Not Appearing on Mobile, Blocking Chat | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17021 | Refresh ended chat overlay is not displaying in mobile devices | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17020 | [Mobile] First Pre chat message is not displaying properly in the widget. | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17018 | V2 Code Not Loading Chat Bar Properly in Mobile View | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17011 | [Mobile Issue ] agent message's are not updating in mobile | Bug | Mobile Chat Widget UI/UX Enhancements and Stability Updates | 2026-09-25 |
| CHAT-17058 | Cancellation Emails Not Sent & Appointment Status Not Updated in Chat Section | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17051 | [Production ] Appointment Scheduling prechat issue | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17045 | Appointment Scheduler - Required Custom fields create issues with booking | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17038 | Input field locks after a successful appointment booking, preventing further messaging. | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17028 | [Appointment Scheduling] Appointment slots not visible until navigating away and returning | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17025 | [Beta] The appointments are not getting booked | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17010 | Appointment scheduling button does not turn grey after a successful booking | Bug | Appointment Scheduler Booking Logic Documentation | 2026-09-25 |
| CHAT-17072 | Add an option to customize the subject line for the appointment scheduling feature. | Task | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-17062 | Date Selection Slots Not Visible on Mobile Devices for Appointment Scheduling | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-17026 | The appointment calendar is attached to the top of the screen instead of being centered. | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16501 | Cancel booking page not closed after cancellation | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16500 | UI Issue – Appointment Scheduler form not center-aligned from top | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16492 | [Appointment scheduling] Remove white space from the Appointment reschedule page link | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16488 | [Appointment Scheduling] An Error appears on removing the booking page | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16455 | [Appointment Scheduler] An Error appears on clicking the Edit action against the booking page | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16442 | [Appointment Scheduling] Cancel and Reschedule Appointment UI issue | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16440 | [Appointment Scheduling] Return to Chat button is not displaying after booking on the page | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16439 | [Appointment Scheduling] Phone number and Address are not displayed on the booking page | Bug | Appointment Scheduler UI/UX | 2026-09-25 |
| CHAT-16966 | [ Appointment Scheduling Mobile ] Appointment Scheduling is not user friendly | Bug | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16964 | [Appointment UI Issue ] Calendar is cutting of the screen. | Bug | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16953 | Appointment Scheduler button size issue | Bug | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16911 | [Appointment Scheduler] - Appointment page UI improvement | Task | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16567 | Appointment Scheduler - Additional settings for red Robin vs maximized availability. | Story | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16566 | Appointment Scheduler - Implement on chat widget button | Story | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16565 | Appointment Scheduler - New Portal - Company Level settings | Story | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16564 | Appointment Scheduler - Onboarding | Story | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16563 | Appointment Scheduler - Add Custom Fields | Story | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16549 | [Appointment Scheduling] Adjust the UI of the Appointment booking page on the "Edit" Action | Bug | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16513 | Hide "Back" button and "Preview" button from appointment settings | Bug | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-16512 | UI Issues - Appointment Schedule Page | Bug | Appointment Scheduler UI Enhancements | 2026-09-25 |
| CHAT-17000 | OAuth2 unauthorized client error in appointment scheduler | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16948 | Appointment Scheduler - Add Token based security for the calendar settings | Story | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16947 | Unable to book an appointment | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16903 | Date/Time QT Issue – Missing Date or Time on First Attempt | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16901 | [Appointment Scheduling] Issues on setting up and email | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16872 | Chatbot is Incorrectly Refusing Available Slots for Appointment Booking | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16870 | The buffer time as set in the service page is not being applied in between the appointment slots | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16551 | [Appointment Scheduling] Reply D for appointment decline not functioning | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16548 | [Appointment Scheduling] Sales representatives opening hours are set back to the default opening hours on removing and adding the sales representative | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16547 | [Appointment Scheduling] User cannot reschedule appointment as "Book Now" button is not working | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16546 | [Appointment Scheduling] Booking page configurations are not updating on save | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16545 | [Appointment Scheduling] By default organizer show in participants | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16544 | [Appointment Scheduling] Appointment page setting save on revert | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16540 | [Appointment Scheduling] Appointment page stuck on save button after edit | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16519 | Appointment Cancellation email not received by Representative | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16511 | [Appointment Scheduling] Scheduling Component Error appears against the rescheduled appointment on the Cancel and Reschedule link | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-16510 | Appointment schedule buffer time issue | Bug | Appointment Scheduler Core Logic | 2026-09-25 |
| CHAT-17008 | The opt in overlay does not appear properly when the user enters a number in standard widgets | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16984 | Old Design for Full Text Message Not Appearing on Pre-Chat Bubble When Old RD Theme Is Applied | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16983 | The Privacy Policy text in the Widget header follows the branding color instead of being black. | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16981 | [ Old Theme Tablet ] Pre-chat issue when re-open the chat widget | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16980 | [ Old Theme - Mobile ] agent name showing in pre-chat | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16974 | [Old theme ] Full text in pre-chat issue | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16973 | (RD Theme) The arrow to hide the chat bar overlaps with the chat bar text | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16971 | The UI for the overlay that appears after clicking the "Restart Chat" button on the old widget is misaligned/disturbed. | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16970 | [Old Theme ] Transfer to chat UI is disturbed . | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16958 | [Staging Env] Pre-Chat Header field does not work on the staging environment. | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16944 | Script bot not responding in pop-out widget window | Bug | Chat Widget Interaction and UI Refinements | 2026-09-25 |
| CHAT-16998 | " Skip the question " should be consistent | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16990 | [RD theme plus] EP UI issues | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16988 | Date of Birth QR Design get distubed When "Skip This Question" Is Applied | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16987 | Appointment Scheduler QR Design get distubed When "Skip This Question" Is Applied | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16986 | Incorrect Button Label & Design in Pre-Chat Greeting for Text Type QRs | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16975 | Skip Question UI issue in [Single Select QR] | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16969 | The Placeholder Font Size For The Text Type QRs In Exit Pop-Up Should Be Same As The Font Size Of The Placeholders For DOM Widget. | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16960 | Single select options alignment issue in EP | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16940 | UI issues of DOB QT | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16939 | DOB field should be non-editable after submission | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16938 | Validation for invalid DOB should correctly display 'Invalid Date' error message | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16934 | " Region " Field is not showing in the form | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16933 | The " Message " field placeholder issue in form | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16922 | CLONE - Adjust date picker to free form field (anticipated go live date) | Story | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16920 | Remove Extra spaces in the form . | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16919 | Incorrect Placeholder Capitalization in Input Field | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16918 | Correct validation content in form. | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16916 | Incorrect Input Placeholder Text in Widget | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-16915 | Send button is missing in update forms | Bug | Chat Widget Form Validation and UI Enhancements | 2026-09-25 |
| CHAT-17007 | [Mobile]: Pre chat messages count alignment is not same as it is on production. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-17001 | [Mobile- Pre Chat] - Greeting message count not displaying with widget images. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16995 | "Convert this chat to text" screen should display numeric keyboard on Mobile devices. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16993 | [ Tablet Profile ] Tablet profile resets to desktop when the page is reloaded or reset. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16991 | [Mobile]: Pre chat messages overlap with the widget bubble. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16956 | [Tablet Profile] Branding not applying on iPads | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16935 | Pre-chat issue when re-open the chat widget | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16896 | Chat Cannot Be Reopened on Mobile Until Agent Sends a Message | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16877 | UI distortion in the mobile window when any QR is received | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16845 | [Widget Improvement] [Mobile] The mobile window’s UI gets disturbed when a Multi-Selection or MC-type QR is received on the widget. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16839 | [Mobile Issue ] Intermittent Error Message 'Sorry, This Chat Could Not Be Started' Displayed During Chat | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16838 | [Widget Improvement] [Mobile] The widget UI on mobile gets completely disturbed after a user clicks on the Appointment link and schedules an appointment. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16835 | [Widget Improvement] [Full Text Placeholders] The Full Text type QR shows "Type your message..." as a placeholder on mobile instead of the correct field-specific text like on the web. | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-16834 | [Widget Improvement] [Mobile] he multi-select QR UI is misaligned in mobile view | Bug | Chat Widget Mobile UI/UX Documentation | 2026-09-25 |
| CHAT-17002 | UI Spacing Issue Between Header Text and Three Dotted Menu Button | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16979 | Text and Logo Size Mismatch in Chat Bar | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16968 | Update Agent Message UI for Consistency | Task | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16961 | Adjust the powered by Blazeo Hyperlink for lighter themes. | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16959 | Overlay Does Not Disappear After Typing and Sending Input | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16955 | The ' Send Button ' should be static green color | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16954 | Spacing and font size issue of validation content | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16932 | Confirm button inconsistency between pre-chat and chat widget | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16931 | Single select buttons should be in right side alignment. | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16900 | Scrollbar Not Appearing After Fourth Line of Text in Mobile Chat Input | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16898 | Chat Widget Splits When Auto-Rotation Is Enabled on Mobile | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16884 | Unable to send emojis in the chat | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16883 | QR font size mismatch between design and implementation | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16881 | Selected option’s text in Multi-Select QR does not change to white upon selection | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16879 | Footer Area Is Cut Off in Chat Widget on Windowed Mode | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16875 | Send Button Should Be Disabled Until Visitor Responds to QT | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16874 | Delay when selecting an option from Single Select QR in chat widget | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16873 | Branding not applied to text inside Single Select QR options in chat widget | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16867 | Change the Close button to Cancel as per the design in the Restart chat overlay. | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16865 | The border radius for the "Enter your mobile number" input field is different in the implementation and design. | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16982 | [Mobile] Unable to initiate chat in windowed mode | Bug | Chat Widget Performance and Compatibility | 2026-09-25 |
| CHAT-16976 | CORS error on staging while using chat in Windowed mode | Bug | Chat Widget Performance and Compatibility | 2026-09-25 |
| CHAT-16972 | Unable to send messages when windowed standard is enabled | Bug | Chat Widget Performance and Compatibility | 2026-09-25 |
| CHAT-16472 | The GTM tag loads with the invitation, even if GA4 tracking is disabled! | Bug | Chat Widget Performance and Compatibility | 2026-09-25 |
| CHAT-16446 | Chat Widget Not loading on Brave Browser | Bug | Chat Widget Performance and Compatibility | 2026-09-25 |
| CHAT-16437 | Logs are jumbled and making it difficult to read | Bug | Chat Widget Performance and Compatibility | 2026-09-25 |
| CHAT-16924 | As a business I would like to see the visitor's number directly for Call Connect | Story | CRM and Integration Services | 2026-09-25 |
| CHAT-16477 | CRM Integration | Story | CRM and Integration Services | 2026-09-25 |
| CHAT-16466 | Solution to fully integrate into customer’s calendars for full calendar management | Task | CRM and Integration Services | 2026-09-25 |
| CHAT-16457 | SMS message are not getting delivered while SMS Twilio number status appears as verified | Bug | CRM and Integration Services | 2026-09-25 |
| CHAT-16438 | Twilio SMS Verification issue | Story | CRM and Integration Services | 2026-09-25 |
| CHAT-16904 | [HelloSign] Need to have two dynamic field i.e. "Date of Death" & "Place of Incident" | Task | Document Signing Integration | 2026-09-25 |
| CHAT-16381 | [Retainer] Encountering error when sending document | Bug | Document Signing Integration | 2026-09-25 |
| CHAT-16377 | [Document Signing] HelloSign and Docusign are not working on the feature and staging environments. | Bug | Document Signing Integration | 2026-09-25 |
| CHAT-16888 | add timezone for the call transfer section | Story | Voice Dashboard Integration and Configuration | 2026-09-25 |
| CHAT-16514 | Voice Dashboard - Partners and customers | Story | Voice Dashboard Integration and Configuration | 2026-09-25 |
| CHAT-16376 | The reseller portal has Blazeo Voice on the onboarding tab when it should be Voice | Bug | Voice Dashboard Integration and Configuration | 2026-09-25 |
| CHAT-16335 | Voice - capture payment | Story | Voice Dashboard Integration and Configuration | 2026-09-25 |
| CHAT-16333 | Voice - internal field for pricing notes within the account | Task | Voice Dashboard Integration and Configuration | 2026-09-25 |
| CHAT-16304 | Integrate ApexVoice backend with ADX for voice dashboard graphs | Story | Voice Dashboard Integration and Configuration | 2026-09-25 |
| CHAT-16892 | Hooks added for BOT AI to send message from Bot service to visitor end | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16498 | [WebApi] Create POST/PUT/GET/Del FAQs api | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16497 | [WebApi] Create POST/PUT/GET/Del location api | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16496 | [WebApi] Create POST/PUT/GET/Del office working days api | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16495 | [WebApi] Create POST/PUT/GET/Del business info api | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16494 | [WebApi] Create url data extraction api | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16493 | [WebApi] Create chatbot api | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16487 | Integrate Call Connect flow in conversational AI chatbot | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16486 | Integrate appointment schedule flow in conversational AI chatbot | Task | ai_chatbot_conversational_api | 2026-09-25 |
| CHAT-16887 | [Chat Summarization] AI Hallucnation | Task | AI Virtual Assistant (VA) Analytics Metrics | 2026-09-25 |
| CHAT-16485 | Average Response Time Metric for AI Virtual Assistant | Story | AI Virtual Assistant (VA) Analytics Metrics | 2026-09-25 |
| CHAT-16484 | Escalation Rate Metric for AI Virtual Assistant and Live Agent Enabled Accounts | Story | AI Virtual Assistant (VA) Analytics Metrics | 2026-09-25 |
| CHAT-16483 | Resolution Rate Metric for AI Virtual Assistant | Story | AI Virtual Assistant (VA) Analytics Metrics | 2026-09-25 |
| CHAT-16482 | Total Conversations Metric for AI Virtual Assistant | Story | AI Virtual Assistant (VA) Analytics Metrics | 2026-09-25 |
| CHAT-16902 | Appointment member invitation email template issues | Bug | Appointment Member Invitation Email Notifications | 2026-09-25 |
| CHAT-16868 | [Voice] By default, the "setup fee" value is displayed in the Pricing section for voice | Bug | Voice Onboarding Pricing Configuration Updates | 2026-09-25 |
| CHAT-16866 | [Voice] Invalid column name "Setup Fee" error appears on provisioning & Company | Bug | Voice Onboarding Pricing Configuration Updates | 2026-09-25 |
| CHAT-16820 | Add Business Category in Chatbot Prompt | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16817 | End Chat on Session Expiration | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16761 | Pre-Process a Query before sending to OpenAI | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16754 | The chat prompt is duplicated if the user edits Lead qualification or Appointment scheduling qualification or Call connect qualification criterias while creating a bot | Bug | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16752 | The chatbot does not do call connect nor acknowledges the visitor's messages related to call connect | Bug | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16751 | The chatbot does not get created later on if the request times out even though the system tells that the chatbot will be created shortly | Bug | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16737 | Ocassionally 417 error triggered by the chatbot on long or irrelevant visitor messages | Bug | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16429 | Unable to upload a Video Greet video on apexfeature 2 env | Bug | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16428 | Error in appinsight ApexChat.dbo.PreChatMessageLogs'; column does not allow nulls. INSERT fails. | Bug | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16417 | Restrict Generative AI Section to AI-Enabled Accounts only on New Portal | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16414 | AI - Dev team | Story | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16405 | PoC Architecture | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16402 | [TechTask] Remove RestSharp Dependency from ApexChat.AI | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16397 | Pre-Built Chatbot Templates | Story | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16375 | Allow user to Delete a chatbot | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16360 | Increase Server's Max Data Request Limit | Task | ai_chatbot_infrastructure_and_architecture | 2026-09-25 |
| CHAT-16832 | Change issue reported email address | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16829 | True and False button improvement | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16828 | UI Improvement issues of EP | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16799 | Disable Typing Indicator When Chat is Unfocused or Redirected | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16790 | Phone number validation has not been applied to the text area when phone number is asked | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16633 | Extended Input Field | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16632 | Typing Indicator | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16631 | Agent Profile Picture | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16630 | Update Message Bubbles | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16629 | Improve Send Button Functionality | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16628 | TimeStamp Redesign | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16606 | Transfer Chat appearing in dashboard for all operator accounts | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16572 | Provide suggestions to agent in dashboard | Task | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16423 | [VA Accounts - Chat Summarization] The Chat Summary does not appear in the VA accounts HTML lead where the "Copy entire lead to transcript" check is enabled. | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16419 | Chats initiated using Exit Pop-up are missing the response time counter on the agent dashboard | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16374 | [Customer Pain Points] No scroller on the customer pain points area in dashboard. | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16326 | The name of the alias in the pre-chat widget is being cut off on mobile devices on apexfeature7 env. | Bug | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16296 | Chat Message UI Redesign for Agent Dashboard | Story | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16295 | Grammar Checking Tools for Agent Dashboard | Story | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16294 | Predictive Text Expansion for Agent Dashboard | Story | Agent Dashboard UX Enhancements | 2026-09-25 |
| CHAT-16861 | Adjust the intro email to customers when creating users | Task | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16843 | "Email address for billing" field does not display data after generating the company | Bug | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16822 | [New Portal] Requested Company Key not generated through onboarding | Bug | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16814 | [New Portal] Companies in the new portal are not opening; error: "Invalid column name 'CallCenterForwardingNumber'." | Bug | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16796 | Send notification to accounting when an account is activated | Task | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16627 | show suggestive chatbots in portal inside company settings | Task | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16612 | add validation on the company key section of the quote section | Story | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16607 | Quick reply & rules engine/category | Story | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16588 | [AI - Scriptflow Diagram] Script not appearing in the Script Flow Diagram of the AI feature in the New Portal. | Bug | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16587 | [UIUX] [New Portal - Onboarding] Appointment Scheduling and Voice tab not appearing in the New Portal's onboarding section. | Bug | Portal Onboarding and Settings Documentation | 2026-09-25 |
| CHAT-16860 | change the host level flag from 'Voice Onboarding' to 'Voice' | Task | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16842 | [Voice] Add Voice representative improvement for the legacy | Task | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16841 | [Voice] Pricing section fields values are not reflected in company | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16825 | [Voice] Duplicate radio buttons are displayed in the Pricing section for the Account and the Provisioning | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16812 | [Voice] Voice some fields are not reflected the values in the company | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16787 | Voice Onboarding - Differentiator for colors for live chat vs voice | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16786 | Voice Onboarding - Feedback & issues | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16626 | Voice - Cost field value | Task | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16625 | Voice - account usage | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16624 | Voice - onboarding status | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16622 | Voice - Notes and attachment | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16621 | Voice - Updates to Service Options | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16620 | Voice - Typos to Correct | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16619 | Voice - Add section for Appointment Setting | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16618 | Pricing Section Updates | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16596 | Voice Onboarding - lead delievery email | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16595 | Voice Tab - not saving properly | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16593 | Voice Onboarding - remove the firm transfer option & modify Call Transfer enabled | Story | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16592 | Voice Onboarding - Call forwarding is required for admin users | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16591 | Voice Onboarding - Fax #should not be required. | Bug | Voice Onboarding and Configuration | 2026-09-25 |
| CHAT-16816 | [Appointment Scheduler] Appointment page white space issue - Modal Popup and New tab | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16797 | [Appointment Scheduling v3] Remove or Update Organizer Email in Scheduler Editor to Avoid Confusion | Task | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16794 | [Appointment Scheduler] Appointment page white space issue - Modal Popup and New tab | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16785 | Compny Logo Url in Scheduling Editor and Scheduling Page | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16777 | [Appointment Scheduling] White space issue on white glove service | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16755 | [Appointment Scheduling] Appointment white space issues on mobile | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16747 | [Appointment Scheduling v3] [Production] Scheduling Component Error when Rescheduling from SMS | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16744 | [Appointment Scheduler v3] Excessive white space in the modal pop-up calendar in Appointment Scheduling V3. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16734 | [Appointment v3] Unable to scroll and select slots on Appointment Scheduler v3 on mobile | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16611 | [Appointment scheduling v3] Cancel and Reschedule links in booking reminders do not function, displaying a Scheduling Component Error. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16610 | [Appointment scheduler v3] Email Subject does not appear in the Add Reminder modal for default reminders when creating a new appointment page. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16609 | [Appointment Scheduling v3] Phone and Address fields do not autopopulate from the dashboard to Nylas calendar when labels are changed in Nylas settings. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16589 | Add an option on the service type grid to copy scheduling page link. | Story | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16582 | [Appointment Scheduling] [Version 3] Phone number and Address are not displayed on the booking page for the first page created after migration on any company. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16581 | [Appointment Scheduler v3] The user is not able to resend an appointment in chat. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16580 | [Appointment Scheduler v3] Issues with the Appointment Confirmation form. | Bug | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16568 | Appointment Scheduler - UI for visitor end (options) | Story | Appointment Scheduler v3 UI and Functionality | 2026-09-25 |
| CHAT-16815 | [AI CHATBOT] [Appointment Scheduler] Duplicate calendar names can be added in the Appointment Scheduling feature of the ChatBot. | Bug | AI Chatbot Appointment Scheduling | 2026-09-25 |
| CHAT-16793 | The bot scheduled the wrong meeting time and didn’t send the event's email invite to both parties | Bug | AI Chatbot Appointment Scheduling | 2026-09-25 |
| CHAT-16778 | [AI CHATBOT] [Appointment Scheduler] Unapproved Members Displayed in Service Type Grid | Bug | AI Chatbot Appointment Scheduling | 2026-09-25 |
| CHAT-16771 | [AI CHATBOT] [Appointment Scheduling] Unable to Authorize an Outlook Representative | Bug | AI Chatbot Appointment Scheduling | 2026-09-25 |
| CHAT-16856 | Unbale to initiate chat in windowed mode . | Bug | Chat Widget Pop-out and Windowed Mode Functionality | 2026-09-25 |
| CHAT-16855 | Visitor response does not appear in the popped-out chat window. | Bug | Chat Widget Pop-out and Windowed Mode Functionality | 2026-09-25 |
| CHAT-16854 | Pre-chat greeting messages appear in the old window when switching to text in the popped-out chat. | Bug | Chat Widget Pop-out and Windowed Mode Functionality | 2026-09-25 |
| CHAT-16853 | Chat widget UI is disturbed when popped out for the first time. | Bug | Chat Widget Pop-out and Windowed Mode Functionality | 2026-09-25 |
| CHAT-16850 | Redirection Error Appears Before Chat Widget Loads in Windowed Mode | Bug | Chat Widget Pop-out and Windowed Mode Functionality | 2026-09-25 |
| CHAT-16864 | The Cancel button color in the Switch to Text overlay in the new widget does not match the design color. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16859 | Message dropping sounds are not playing in the chat widget. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16852 | [Widget Improvement] [Switch to Text] Incorrect validation messages appear when switching to text on the same number. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16851 | Pre-chat Displays 'Object Text' Error After Chat Reset | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16848 | The Switch to Text overlay appears even when the user clicks outside the Switch to Text button. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16847 | The "Powered by" link opens the website inside the chat widget instead of a new tab. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16846 | Increase the width of the message bubble for better visual representation. | Task | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16844 | [Widget Improvement] [Multi-Select] The Confirm button remains disabled in the List-type multi-select option in the pre-chat widget, even after the user makes a selection. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16840 | [Widget Improvement] Improve the UI for system messages in the new chat widget for better representation. | Task | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16837 | [Widget Improvement] The input number controller in the Time/Calendar type QR overlaps with the year. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16836 | Appointment Button Text Misalignment – Should Be Centered | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16830 | [Widget Improvement] The message bubble for the QRs are of a different design than the message bubble sent by the agent. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16823 | Implement Selected Font for Chat Widget | Story | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16821 | [Widget Improvement] [Switch to Text] The "Continue" button for the Switch to Text overlay always appears green, regardless of the theme settings in the new widget. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16819 | [Widget Improvement] [Switch to Text] The overlay animation does not transition from bottom to top when the user clicks on the "Switch to Text" button in the new widget. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16818 | [Themes] The RD Chat window editor in the Themes section is not expanding properly, causing issues with editing the widget. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16801 | [Chat-Visitor] Pop out widget throws an error "Invalid XHR Error' and also send text message wont work for Pop out widget | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16795 | [Chat-Visitor] QR type 'Select Time' is not working | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16760 | The chatbot messages start flickering on hover due to the timestamp | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16757 | Once minimized, the video greet shows the QR instead of the Prechat on a desktop. | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16719 | issues with messages appearing on the minimized state | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16708 | [Chat-Visitor] Confirm button is not available with Multi selector option | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16701 | [Chat-Visitor] Restart Chat functionality is not working after new code changes; | Bug | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16695 | On video greet minimize prechat is not showing on mobile | Task | Chat Widget Visitor UI/UX Enhancements - Batch 16 | 2026-09-25 |
| CHAT-16733 | Chat translate feature detection | Bug | Chat Platform Translation Services | 2026-09-25 |
| CHAT-16406 | The system responds in a language that is not supported when a agent clicks translate in it. | Bug | Chat Platform Translation Services | 2026-09-25 |
| CHAT-17184 | Updated Theme Display on New Portal | Story | Portal UI Branding and UX Updates | 2026-09-25 |
| CHAT-16739 | Error Message Appears while sending invitation message on Configuration Page | Bug | Portal UI Branding and UX Updates | 2026-09-25 |
| CHAT-16704 | [Production] Pre-chat Greeting Message Selection Not Saved | Bug | Portal UI Branding and UX Updates | 2026-09-25 |
| CHAT-16560 | Add Rounded dynamic plus option in theme settings | Task | Portal UI Branding and UX Updates | 2026-09-25 |
| CHAT-16558 | New Portal - Home page 'Learn More' - Update URL | Story | Portal UI Branding and UX Updates | 2026-09-25 |
| CHAT-16502 | change 'account manager' to 'Success Professional' throughout the system | Story | Portal UI Branding and UX Updates | 2026-09-25 |
| CHAT-16783 | [Generative AI - Bot] [Production] The Chat session ends prematurely for the AI Bot before the entire response is sent. | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16782 | [Generative AI - Bot] [Production] Skip question does not work. | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16770 | The chatbot gets stuck while trying to answer the visitor when the chat is initiated | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16768 | If a visitor selects "Live Chat" service as their requirement, the bot transfers the chat to the live agent | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16759 | The bot faces issues while ending the chat | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16758 | The chatbot starts repeating the questions that the visitor ask to the chatbot | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16745 | If a visitor give multiple replies to a question, the bot repeats the next question for each reply | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16717 | The MC options are not appearing in the widget in Suggestive chat mode | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16713 | [V3] Real-time response not appearing | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16700 | The Chatbot closes the chat automatically when Suggestive preference is selected | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16357 | [AI - Customize bot responses] Questions are being displayed using multiple symbols, causing inconsistency in representation. | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16343 | add question mark in custom question while adding automatically if missing | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16329 | [AI Bot] Customize responses grid refresh issue on pagination | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16328 | [AI Bot] Add customize bot responses UI issue | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16327 | [AI - Customize Bot Responses] The Customized Bot Responses grid is sorting responses in random order instead of sorting from newest to oldest. | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16325 | [AI - Customize Bot Responses] Customized bot responses disappear occasionally, preventing new responses from being added | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16324 | AI Chatbot feature causes previously customized responses and URLs to disappear, and new responses fail to get added due to API delays | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16319 | [AI-Chatbot] Question and Answer Fields Clear on Validation Error | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16308 | [AI - Chatbot] Even after updating the answer to a question, the chatbot continues to respond with the old answer instead of the updated one. | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16306 | [AI - Chatbot] Chatbot provided incorrect response when asked for blazeo's website. | Bug | AI Chatbot Response Management | 2026-09-25 |
| CHAT-16735 | [Appointment Migration] User is unable to remove the unmigrated pages from the company | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16685 | [Appointment scheduling] Incorrect data, date, and time displayed in the reminders of rescheduled meetings | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16679 | [Appointment Migration] Phone and address are not auto-populate against the rescheduled meeting link | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16678 | [Appointment Migration] Cancel meeting email is not received on rescheduled meeting action | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16675 | [Appointment Scheduler v3] Third-party pages do not migrate from Provisioning to the company upon company generation. | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16670 | [Appointment Migration] Phone number is not auto-populate to the migrated appointment page | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16669 | [Appointment Scheduler V3] Migration issue V2 to V3 | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16667 | [Appointment Scheduling v3] Appointment reminders do not appear for pages created on v2 and migrated to v3 | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16647 | [Appointment Scheduler v3] The cancel and reschedule links inside the booking reminder forms are displaying Scheduling Component Error. | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16644 | [Appointment Migration] An error appears on adding the sales representative to the old pages | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16643 | [Appointment Migration] An error appears in the console on saving the changes against the old pages also the Scheduling API shows a 400 | Bug | Appointment Scheduler Migration and Sync | 2026-09-25 |
| CHAT-16776 | [Appointment scheduling] Time zone issue in appointment system message | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16756 | [Appointment Scheduler v3] Double Appointment reminders appearing for reminders that are added manually | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16750 | [Appointment Scheduler] The time zone is displayed twice on the Leads and Chats widget tabs | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16749 | [Appointment Scheduler v3] Double Appointment reminders appearing for bookings | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16746 | [Appointment Scheduler] Appointment page time zone dropdown missing | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16718 | [Appointment Scheduler] No validation appears for booking page availability time | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16706 | [Appointment Scheduling] white label links are not displayed in the calendar for appointment booking | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16705 | [Appointment Scheduler] Appointment page on save revert appointment time duration | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16697 | [Appointment Scheduler] Invalid Reminder time appeared in email | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16696 | [Appointment scheduling] The meeting detail date and time are displayed wrong in the reminders of rescheduled meetings for the Sales Rep | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16491 | [Appointment Scheduling] The Cancel email does not display the correct timings for the rescheduled appointment | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16490 | [Appointment Scheduling] Appointment booking timings are not correct in the Lead for Reschedule status | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16489 | [Appointment Scheduling] Lead sending Failed, An Error appears "Object reference not set to an instance of an Object" | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16468 | [Appointment Scheduling] The message is not dropped on the Phone number After booking an appointment through the web or SMS chat | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16467 | [Appointment Scheduling] booking page link don't have Phone and Address for SMS Chat | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16453 | [Appointment Scheduling] White Glove Service is not working for Phone and Address | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16452 | Google calendar doesn't let agents change timezone according to the visitor timezone in white glove | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16443 | [Appointment Scheduling] The user cannot send the lead when an appointment is booked in the chat | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16441 | [Appointment Scheduling] The Visitor received 2 emails on booking the Appointment | Bug | Appointment Scheduler Logic and Notifications | 2026-09-25 |
| CHAT-16691 | double pipe appears in SMS chat | Bug | System Reporting, Compliance, and SMS Messaging Updates | 2026-09-25 |
| CHAT-16677 | ADA compliance within chat tool (reseller - doctorlogic) | Bug | System Reporting, Compliance, and SMS Messaging Updates | 2026-09-25 |
| CHAT-16674 | Host - Priority dropdown | Story | System Reporting, Compliance, and SMS Messaging Updates | 2026-09-25 |
| CHAT-16673 | Visits not tracking in reporting | Story | System Reporting, Compliance, and SMS Messaging Updates | 2026-09-25 |
| CHAT-16694 | Onboarding quote - Adjust the logic to not pull special characters from the company name into the company key | Story | Billing and Onboarding Tools Documentation | 2026-09-25 |
| CHAT-16693 | Voice Onboarding - Display unique pricing for tier pricing based on association | Story | Billing and Onboarding Tools Documentation | 2026-09-25 |
| CHAT-16692 | CompanyPricingList Amount does not match with the Rate if the quantity is 1 | Bug | Billing and Onboarding Tools Documentation | 2026-09-25 |
| CHAT-16689 | [Appointment Scheduler v3] Reschedule and Cancel links are missing in the calendar event for Appointment Scheduler v3. | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16684 | [Appointment Scheduler V3] Provisioning to generate company time duration issue | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16668 | [Appointment Scheduler v3] The user is unable to remove a service type. | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16663 | [Appointment Scheduler v3] Unable to send a lead after scheduling an appointment. | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16660 | [Appointment Scheduler v3] Update our time zone list with all the time zones in the Nylas drop-down. | Task | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16658 | [Appointment Scheduling v3] Appointment Confirmation and Booking Reminder Forms Missing After Timezone Change During Booking; Calendar Defaults to Incorrect Timezone | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16653 | [Appointment Scheduler v3] Timezone Mismatch in the Booking Confirmation and Booking Reminder forms. | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16652 | [Appointment Scheduling v3] Incorrect Representative Name Appears in Booking Confirmation Form | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16640 | [Appointment v3] The timezone field in the Booking Reminder form is displaying Timezone code instead of the actual Timezone. | Bug | Appointment Scheduler v3 Core Documentation | 2026-09-25 |
| CHAT-16740 | The page goes blank during edit when a user opens a chatbot that is not yet ready | Bug | AI Chatbot Performance and Stability Enhancements | 2026-09-25 |
| CHAT-16738 | AI Chatbot Becomes Unresponsive, Preventing Further Messages | Bug | AI Chatbot Performance and Stability Enhancements | 2026-09-25 |
| CHAT-16683 | Invalid Data Displaying in Chat Invitation on Configuration Page | Bug | AI Chatbot Performance and Stability Enhancements | 2026-09-25 |
| CHAT-16680 | [AI Chatbot] The AI chatbot unnecessarily asks for information already provided by the user. | Bug | AI Chatbot Performance and Stability Enhancements | 2026-09-25 |
| CHAT-16690 | [Chat-Visitor] Chat Popup window shows an undefined garbage value or error | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16688 | [Chat-Visitor] Transfer Chat to Text & Mute option are not clickable Non-ScriptBot company | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16687 | [Chat-Visitor] Restart Chat & Mute button are not working or clickable when ScriptBot is enable | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16686 | [Chat-Visitor] Switch to Text button is not working when ScriptBot is enable | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16676 | [Chat-Visitor] Convert to SMS screen UI should be same as design | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16672 | [Chat-Visitor] The Privacy Policy tooltip should be updated to feature italic font for the text. | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16671 | [Chat-Visitor] The block color of the Privacy Policy tooltip should be changed to grey, aligning with the new theme | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16666 | [Chat-Visitor] It should be 'Powered by Blazeo' not 'Powered by ApexChat' | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16665 | [Chat-Visitor] UI of 'The Chat Session has been Ended' msg bubble should be same in design | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16664 | [Chat-Visitor] Update the widget to use branding colors for visitor-side message bubbles. | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16657 | [Chat-Visitor] The send button is not working on mobile browser; Visitor is unable to send a message from mobile browser | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16656 | [Chat-Visitor] New improve chat widget throws an "invalid XHR response" error on mobile-browser | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16655 | [Chat-Visitor] Agent's profile image should not show against system generated msg like: Chat session has been ended? | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16654 | [Chat-Visitor] UI improvements required for visitor's typing action | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16649 | [Chat-Visitor] New improve widget design has increase text font-size; | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16648 | [Chat-Visitor] The send button is only enabled when there is input in the chat field | Bug | Chat Widget Visitor UI/UX Enhancements | 2026-09-25 |
| CHAT-16616 | Code refactoring | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16613 | Create chatbot website endpoints | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16608 | Chatbot grit searching/sorting api | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16605 | Show chatbot greetings in prechat flow | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16603 | Prompt Generation - Updates | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16602 | Prompt Generation for LeadQualification | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16600 | [Conversational AI] Chatbot-greeting-message API | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16598 | Prompt Generation for MustAskQuestions | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16586 | Add custome question answer | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16579 | Create MustAskQuestionCategory api | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16578 | Chat start with chatbot instead with company key | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16576 | [Conversational AI] Upload file for chatbot api | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16575 | Intigrate call connect in conversation AI flow | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16573 | Create chatboat based invitation instead of companykey based | Task | Conversational AI Chatbot API and Integration Documentation | 2026-09-25 |
| CHAT-16590 | [Appointment Scheduling v3] [Provisioning] Representative not getting approved; "Server timeout error" appears during authorization in the provisioning section. | Bug | Appointment Scheduler Nylas Provisioning Configuration | 2026-09-25 |
| CHAT-16569 | Appointment Scheduler - section in the legacy portal to control settings between internal vs nylas | Story | Appointment Scheduler Nylas Provisioning Configuration | 2026-09-25 |
| CHAT-16615 | [Appointment Migration] An error appears "Configuration not found" on the visitor side | Bug | Appointment Scheduler v3 Migration and Sync Documentation | 2026-09-25 |
| CHAT-16614 | [Appointment Migration] An error appears in the console on Edit action against old pages also the Scheduling configuration API shows a 404 | Bug | Appointment Scheduler v3 Migration and Sync Documentation | 2026-09-25 |
| CHAT-16604 | [Appointment Scheduling v3] [Outlook] Outlook representative's page not migrating to the company after authorization. | Bug | Appointment Scheduler v3 Migration and Sync Documentation | 2026-09-25 |
| CHAT-16601 | [Customer Portal] [Nylas v3] Error when adding an appointment page from the customer portal after migration from v2 to v3 for Nylas. | Bug | Appointment Scheduler v3 Migration and Sync Documentation | 2026-09-25 |
| CHAT-16599 | Nylas Data Migration V2 to V3 | Bug | Appointment Scheduler v3 Migration and Sync Documentation | 2026-09-25 |
| CHAT-16584 | CLONE - Nylas triggers a slug error when the appointment page title is reused even on a different environment | Bug | Appointment Scheduler v3 Migration and Sync Documentation | 2026-09-25 |
| CHAT-16543 | Encryption Issues on Dashboard | Bug | System Data Integrity and Lead Management Enhancements | 2026-09-25 |
| CHAT-16526 | Create a flag "IsBirthday" for date question type in portal | Task | System Data Integrity and Lead Management Enhancements | 2026-09-25 |
| CHAT-16509 | Datetime SQLTypeException on production | Bug | System Data Integrity and Lead Management Enhancements | 2026-09-25 |
| CHAT-16557 | Email notification 'Account with Monthly Billing or Monthly Minimum Deactivated' | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16542 | Billing Section (credit card, transactions, T&C, billing details) | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16541 | Power BI reports have proper MRR- it's always off/missing | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16538 | Billing should be disabled by default | Task | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16537 | When duplicating companies don't copy billing data | Task | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16536 | Please remove the Hubspot quote process ability (maybe your HS consultant could do this.) | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16535 | Terms and Conditions adjustments (tracking) | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16534 | The credit card input field should have an automatic space every 4 characters, so instead of "00010001110011" it would be "0001 0001 1110 0011". It would be easier to read. Ashhad suggested this and it made sense. | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16533 | The voice pricing we input was $1.50/minute but the quote rounded up to $2/minute | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16532 | Each of the live chat tiers should say that they are related to live chat since we now have other products and this can be confusing. So, for example, instead of the quote saying "Pro - Legal", it should say "Live Chat: Pro - Legal" | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16531 | Remove the pro-rate from the quote | Task | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16530 | Quote - Default Credit Card option when creating a new quote | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16529 | In the product choices, one choice should be "Monthly Minimum for Voice $250" | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16527 | Accounting: Customers receiving only one final bill after the churn notification | Story | Billing and Subscription Management Documentation - Batch 8 | 2026-09-25 |
| CHAT-16561 | [Appointment Scheduling] Unique link field show error while adding a new nylas page | Bug | Appointment Scheduler Nylas Integration | 2026-09-25 |
| CHAT-16559 | [Appointment Scheduling] Unable to add a new Nylas page | Bug | Appointment Scheduler Nylas Integration | 2026-09-25 |
| CHAT-16436 | [Appointment scheduling] Modal Popup is not working for the Appointment Scheduling | Bug | Appointment Scheduler Nylas Integration | 2026-09-25 |
| CHAT-16435 | [Appointment Schedule] Sale representative is unable to verify the email | Bug | Appointment Scheduler Nylas Integration | 2026-09-25 |
| CHAT-16432 | [Appointment] The scheduled meeting is not displayed in the calendar for the visitor | Bug | Appointment Scheduler Nylas Integration | 2026-09-25 |
| CHAT-16556 | [Backend] Create Chat Endpoints for Conversation with AI Bot | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16555 | Create CRUDs for 4 endpoints | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16539 | [Backend] Create Persistence Layer for Prompt Generated Company Infos | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16525 | Create POST/PUT/GET/DEL api for call appointment schedule qualifications | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16524 | Create POST/PUT/GET/DEL api for call connect qualifications | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16523 | Create POST/PUT/GET/DEL api for lead qualifications | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16522 | Create POST/PUT/GET/DEL api for musk ask questions | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16521 | Create POST/PUT/GET/DEL api for company business info | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16520 | Create POST/PUT/GET/DEL api for company locations | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16518 | Create POST/PUT/GET/DEL api for company working days | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16517 | SignalR implementation in WebApi project for Conversational AI | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16508 | Minimal Api base work | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16507 | [Backend] Create Basework for Conversational API Backend Services | Task | Conversational AI API Backend Documentation | 2026-09-25 |
| CHAT-16475 | Database table(s) desing & Development | Task | Data Management and AI Infrastructure Enhancements | 2026-09-25 |
| CHAT-16465 | AI Call Quality Scoring Solution (Ashhad I working) AI advancements CC (RD/Ashhad S pings) | Task | Data Management and AI Infrastructure Enhancements | 2026-09-25 |
| CHAT-16464 | Allow customers to query their own data for key insights and provide questions they can use to start their query journey | Story | Data Management and AI Infrastructure Enhancements | 2026-09-25 |
| CHAT-16459 | More efficient way to check code off website, super manual right now (crawler?) and if Facebook link is broken | Story | Data Management and AI Infrastructure Enhancements | 2026-09-25 |
| CHAT-16479 | AI Smart Dashboard in New Portal | Story | Portal UI and Dashboard Enhancements Documentation | 2026-09-25 |
| CHAT-16478 | AI-Based Chat Widget in New Portal | Story | Portal UI and Dashboard Enhancements Documentation | 2026-09-25 |
| CHAT-16456 | Development of themes configuration through webpack | Task | Portal UI and Dashboard Enhancements Documentation | 2026-09-25 |
| CHAT-16481 | AI VA Integration with Instagram | Story | AI Virtual Assistant Omnichannel Integration: Facebook Messenger and Instagram Direct | 2026-09-25 |
| CHAT-16480 | AI VA Integration with Facebook Messenger | Story | AI Virtual Assistant Omnichannel Integration: Facebook Messenger and Instagram Direct | 2026-09-25 |
| CHAT-16426 | Company Level Categories are NOT working | Bug | Internal Portal Tools Enhancements Documentation | 2026-09-25 |
| CHAT-16424 | Add Phone Number Hyperlink in Lead Notification Emails | Task | Internal Portal Tools Enhancements Documentation | 2026-09-25 |
| CHAT-16396 | UI Improvements of AI Virtual Assistant on New Portal | Story | Internal Portal Tools Enhancements Documentation | 2026-09-25 |
| CHAT-16385 | Update Restart Conversation screen | Story | Internal Portal Tools Enhancements Documentation | 2026-09-25 |
| CHAT-16384 | Update input forms | Story | Internal Portal Tools Enhancements Documentation | 2026-09-25 |
| CHAT-16372 | [Customer Checklist v2] The tooltip is completely cut off when the user hovers over it. | Bug | Internal Portal Tools Enhancements Documentation | 2026-09-25 |
| CHAT-16430 | [Reporting] Formatting and Columns are changed | Bug | Reporting and Analytics Engine Enhancements | 2026-09-25 |
| CHAT-16421 | Error running a report | Bug | Reporting and Analytics Engine Enhancements | 2026-09-25 |
| CHAT-16416 | Medium property is showing chats as organic altough they came through ad! | Bug | Reporting and Analytics Engine Enhancements | 2026-09-25 |
| CHAT-16431 | R&D over Stripe for Customer Invoicing | Task | Billing and Invoicing Synchronization Documentation | 2026-09-25 |
| CHAT-16420 | Avoid account deavtivation email to accounting team during testing | Story | Billing and Invoicing Synchronization Documentation | 2026-09-25 |
| CHAT-16427 | V2 (version 2) Code Is Displaying The Chat Widget Within Business Hours | Bug | Chat Widget UI Performance and Reliability Enhancements | 2026-09-25 |
| CHAT-16418 | Apply DataDog (Analytics tool for widgets) | Task | Chat Widget UI Performance and Reliability Enhancements | 2026-09-25 |
| CHAT-16415 | Add appInsight in widgets | Task | Chat Widget UI Performance and Reliability Enhancements | 2026-09-25 |
| CHAT-16383 | Pricing and Address field related issues in Voice | Bug | Voice Dashboard Provisioning Configuration | 2026-09-25 |
| CHAT-16364 | [Voice feature] Values are not getting saved in the Voice tab Provisioning | Bug | Voice Dashboard Provisioning Configuration | 2026-09-25 |
| CHAT-16369 | [AI - Uploads] Validation does not appear when the user re-uploads a file greater than 2MB. | Bug | AI Chatbot File Upload Validation | 2026-09-25 |
| CHAT-16412 | [AI - Chatbot] Chatbot Name Character Limit Issue | Bug | AI Chatbot Response Customization and Configuration | 2026-09-25 |
| CHAT-16407 | [AI Chatbot] FT QT has an issue on the visitor end for Region and address | Bug | AI Chatbot Response Customization and Configuration | 2026-09-25 |
| CHAT-16386 | [AI Bot] Visitors are stuck waiting for AI response if the AI Bot is deleted and enabled in the company | Bug | AI Chatbot Response Customization and Configuration | 2026-09-25 |
| CHAT-16368 | [AI - Customize Bot Responses] The Question Mark Symbol is misaligned and not centered with the question. | Bug | AI Chatbot Response Customization and Configuration | 2026-09-25 |
| CHAT-16367 | [AI - Customize Bot Reponses] Manually added questions still display the 'Answer: ' tag in front of the answers. | Bug | AI Chatbot Response Customization and Configuration | 2026-09-25 |
| CHAT-16314 | [Invoices] An error appears when a user tries to Sync an invoice with Quickbooks for older accounts. | Bug | QuickBooks Invoice Synchronization for Legacy Accounts | 2026-09-25 |
| CHAT-16322 | [AI - Rate Conversation] Loader does not disappear, and no success notification is displayed when deleting a response in the Rate Conversation tab. | Bug | AI Chatbot Rate Conversation Feature Documentation | 2026-09-25 |
| CHAT-16321 | [AI - Rate Conversation] Empty responses are appearing inside the Rate Conversation grid. | Bug | AI Chatbot Rate Conversation Feature Documentation | 2026-09-25 |
| CHAT-16320 | [AI - Rate Conversation] Responses are sorted randomly instead of from the latest to the oldest. | Bug | AI Chatbot Rate Conversation Feature Documentation | 2026-09-25 |
| CHAT-16348 | [AI - Script Flow Diagram] Every add button opens the 'Add New Question' pop-up even when one is opened. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16347 | [AI - Script Flow Diagram] The "Add" button overlaps with the 'Add New Question' pop-up if it appears in front of it. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16346 | [AI - Script Flow Diagram] A QR added as the starting message in the Script Flow Diagram does not get set as the widget's greeting message. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16345 | [AI - Script Flow Diagram] There is no way to add appointment page for the Appointment scheduler QR in the Script Flow Diagram. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16344 | [AI - Script Flow Diagram] The user cannot add Visitor Response types for Text & Full Text Type QRs in the Script Flow Diagram. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16341 | [AI - Script Flow Diagram] Users are currently able to delete the starting node in the Script Flow Diagram, but there is no way to re-add it afterward. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16340 | [AI - Script Flow Diagram] There is currently no way to unlink a node in the Script Flow Diagram. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16338 | [AI - Script Flow Diagram] Mapping multiple nodes to a single node in the Script Flow Diagram only displays one link. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16337 | [AI - Script Flow Diagram] Script created through the script flow diagram does not update in the company script section. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16336 | [AI - Script Flow Diagram] When adding multiple-choice or True & False options, the second option incorrectly replaces the first, requiring manual updates to the first option. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16310 | [AI - Chatbot] If a visitor calls AI just after the greeting message, the continue button does not continue the chat flow. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16307 | [AI - Chatbot] The Scriptbot flow breaks when a question is mapped to a Full-Text Message type QRs. | Bug | AI Chatbot Script Flow Diagram Documentation | 2026-09-25 |
| CHAT-16331 | [AI Integration] The Calendar/Date type QR functionality is not working in the AI environment when the AI Chatbot is disabled. | Bug | AI Chatbot Widget UI Enhancements and Bug Fixes | 2026-09-25 |
| CHAT-16318 | [AI BOT] AI bot is working with transfer to the live agent chat | Bug | AI Chatbot Widget UI Enhancements and Bug Fixes | 2026-09-25 |
| CHAT-16313 | [AI Bot] Message needs to update on delete file | Bug | AI Chatbot Widget UI Enhancements and Bug Fixes | 2026-09-25 |
| CHAT-16312 | [Full Text QRs] Center align the “Send” text for the full-text type QRs button in the Exit pop-up widget. | Bug | AI Chatbot Widget UI Enhancements and Bug Fixes | 2026-09-25 |
| CHAT-16311 | [AI - Chatbot] The input field remains disabled and the user cannot call AI Chatbot is on mobile. | Bug | AI Chatbot Widget UI Enhancements and Bug Fixes | 2026-09-25 |
| CHAT-16350 | [AI bot] More than 1 MB files are not getting upload in AI Chatbot training | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16342 | URl added successfully toast missing | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16332 | [AI Bot] toasted message needs to update for the URL delete action | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16330 | [AI bot] Refresh Icon issue for uploads and web crawler | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16323 | [AI - Web Crawler] Submit button remains enabled during URL addition, leading to potential duplicate uploads. | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16309 | [AI Bot] Doc file with pics in it does not uploaded issue | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16305 | [AI - Chatbot] Unable to add the URL inside Web crawler. | Bug | AI Chatbot Web Crawler and Document Training Documentation | 2026-09-25 |
| CHAT-16303 | Some emails are not allowing Nylas to create an appointment page | Bug | Nylas Appointment Scheduler Provisioning and Integration | 2026-09-25 |
| CHAT-16298 | [Appointment - Outlook] Outlook throwing an error for invalid password when trying to authorize a representative. | Bug | Nylas Appointment Scheduler Provisioning and Integration | 2026-09-25 |
| CHAT-16297 | Nylas triggers a slug error when the appointment page title is reused even on a different environment | Bug | Nylas Appointment Scheduler Provisioning and Integration | 2026-09-25 |
| CHAT-16293 | [Provisioning - Appointment Scheduler] A new user that has never been added to Nylas database is not getting approved properly through provisioning. | Bug | Nylas Appointment Scheduler Provisioning and Integration | 2026-09-25 |
2026-09-29
Chat Platform Social Integration
behaviour change
CHAT-17956, CHAT-17998, CHAT-18019, CHAT-17996
2026-09-29
Chat Platform Social Integration (previous)
new feature
Superseded by CHAT-17996
2026-09-29
Conflict CONFLICT-008: chat_platform_social_integration
The documentation claims WhatsApp is integrated into Analytics, but the ticket CHAT-17996 is currently marked as failed
2026-09-25
Chat Platform Social Integration (previous)
new feature
Superseded by CHAT-17996
2026-09-29
System Reporting and Data Integrity Documentation
bug fix
CHAT-17759, CHAT-17765, CHAT-17771, CHAT-17778, CHAT-17782, CHAT-17808, CHAT-17811, CHAT-17978, CHAT-17992, CHAT-18032
2026-09-25
System Reporting and Data Integrity Documentation (previous)
bug fix
Superseded by CHAT-18032
2026-09-25
Chat Widget UI Modernization
behaviour change
CHAT-17952, CHAT-17953, CHAT-17954, CHAT-17960, CHAT-17961, CHAT-17962, CHAT-17982, CHAT-17993, CHAT-17994, CHAT-18027, CHAT-18028, CHAT-18029, CHAT-18030, CHAT-18031
2026-09-25
Chat Widget UI Modernization (previous)
new feature
Superseded by CHAT-18027, CHAT-18028, CHAT-18029, CHAT-18030, CHAT-18031
2026-09-25
Chat Widget Interaction Flows: Sound Control and Pre-Chat Bubble Delay
new feature
CHAT-18025, CHAT-18026
2026-09-25
Voice Onboarding: LAN Line Detection and Opt-in Restriction
new feature
CHAT-16945, CHAT-16962, CHAT-16967, CHAT-17083, CHAT-17122, CHAT-17225, CHAT-17239, CHAT-17455, CHAT-17966, CHAT-18024
2026-09-25
Voice Onboarding: LAN Line Detection and Opt-in Restriction (previous)
new feature
Superseded by CHAT-18024
2026-09-25
Chat Lead Form Data Integrity
new edge case
CHAT-17819, CHAT-17823, CHAT-17824, CHAT-17825, CHAT-17838, CHAT-17844, CHAT-17858, CHAT-17862, CHAT-18023
2026-09-25
Chat Lead Form Data Integrity (previous)
new feature
Superseded by CHAT-18023
2026-09-25
Web Performance Optimization: Caching and Audit Compliance
new edge case
CHAT-17476, CHAT-18022
2026-09-25
Web Performance Optimization: Caching and Audit Compliance (previous)
new feature
Superseded by CHAT-18022
2026-09-25
WhatsApp Business Integration
bug fix
CHAT-17925, CHAT-17926, CHAT-17927, CHAT-17928, CHAT-17929, CHAT-17930, CHAT-17931, CHAT-17932, CHAT-17933, CHAT-17934, CHAT-18020
2026-09-25
WhatsApp Business Integration (previous)
new feature
Superseded by CHAT-18020
2026-09-25
Video Greet Enhancements
behaviour change
CHAT-17581, CHAT-17582, CHAT-17595, CHAT-17596, CHAT-17599, CHAT-17601, CHAT-17602, CHAT-17603, CHAT-17607, CHAT-17745, CHAT-17959, CHAT-17971, CHAT-18021
2026-09-25
Video Greet Enhancements (previous)
new feature
Superseded by CHAT-18021
2026-09-25
Agent Dashboard Performance and Stability
new feature
CHAT-18018
2026-09-25
Portal User Profile Management and Channel Attribution Enhancements
new feature
CHAT-17995, CHAT-17996, CHAT-18013, CHAT-18014, CHAT-18015, CHAT-18016
2026-09-25
System Reporting and Data Integrity Documentation (previous)
new feature
Superseded by CHAT-17978, CHAT-17992
2026-09-25
White-Glove Integration for Appointment Scheduler
new feature
CHAT-17979
2026-09-25
Provisioning and Onboarding Tools
scope reduction
CHAT-16362, CHAT-16363, CHAT-16400, CHAT-16425, CHAT-16449, CHAT-16460, CHAT-16499, CHAT-16876, CHAT-16923, CHAT-16926, CHAT-17016, CHAT-17230, CHAT-17247, CHAT-17267, CHAT-17679, CHAT-17680, CHAT-17708, CHAT-17730, CHAT-17975, CHAT-18017
2026-09-25
Provisioning and Onboarding Tools (previous)
behaviour change
Superseded by CHAT-17975, CHAT-18017
2026-09-25
Floating Chat Widget Stability and Feature Parity
new feature
CHAT-17969, CHAT-17970, CHAT-17976, CHAT-17980, CHAT-17981, CHAT-17983, CHAT-17986, CHAT-17987, CHAT-17988, CHAT-17990, CHAT-17999, CHAT-18000, CHAT-18001, CHAT-18002, CHAT-18003, CHAT-18005, CHAT-18006, CHAT-18007, CHAT-18008
2026-09-25
Voice Onboarding: LAN Line Detection and Opt-in Restriction (previous)
new feature
Superseded by CHAT-17966
2026-09-25
Chat Widget Interaction Logic and Floating Widget Enhancements
new feature
CHAT-17963, CHAT-17967, CHAT-17974, CHAT-17977, CHAT-17984, CHAT-17989, CHAT-17997, CHAT-18009
2026-09-25
Video Greet Enhancements (previous)
bug fix
Superseded by CHAT-17959, CHAT-17971
2026-09-25
Appointment Scheduler Core Logic Enhancements
new feature
CHAT-17091, CHAT-17092, CHAT-17093, CHAT-17104, CHAT-17111, CHAT-17958, CHAT-17968, CHAT-17972, CHAT-17985
2026-09-25
Appointment Scheduler Core Logic Enhancements (previous)
new feature
Superseded by CHAT-17958, CHAT-17968, CHAT-17972, CHAT-17985
2026-09-25
Chat Widget Security and Compliance Documentation
new feature
CHAT-17955, CHAT-17957
2026-09-25
System Infrastructure and Video Greet Configuration Documentation
new feature
CHAT-17890, CHAT-17902, CHAT-17897, CHAT-17917, CHAT-17918
2026-09-25
Agent Dashboard UX and Performance Enhancements
new feature
CHAT-17882, CHAT-17883, CHAT-17908
2026-09-25
Portal User Management and Security Documentation
new feature
CHAT-17881, CHAT-17889, CHAT-17893, CHAT-17899, CHAT-17923
2026-09-25
Portal Onboarding and Configuration Enhancements
new feature
CHAT-17910, CHAT-17911, CHAT-17924, CHAT-17935, CHAT-17888, CHAT-17894, CHAT-17903
2026-09-25
AI Chatbot Script and Logic Documentation
new feature
CHAT-17885, CHAT-17892, CHAT-17895, CHAT-17916, CHAT-17920
2026-09-25
SMS and Web-to-Text Chat Widget Documentation
new feature
CHAT-17898, CHAT-17907, CHAT-17909, CHAT-17912, CHAT-17915
2026-09-25
Chat Widget Interaction Stability and Floating Persistence
new feature
CHAT-17886, CHAT-17887, CHAT-17906, CHAT-17919, CHAT-17921, CHAT-17922
2026-09-25
Chat Widget UI Redesign v2 Documentation
new feature
CHAT-17943, CHAT-17944, CHAT-17945, CHAT-17946, CHAT-17947, CHAT-17948, CHAT-17949, CHAT-17950, CHAT-17951
2026-09-25
Voice Note Integration for Chat Widget
new feature
CHAT-17937, CHAT-17938, CHAT-17939, CHAT-17940, CHAT-17941
2026-09-25
Appointment Scheduler: Operator to Agent Rollover Logic
new feature
CHAT-17864
2026-09-25
Admin Dashboard Phone Number Detection and Formatting
new feature
CHAT-17868
2026-09-25
System Activity Logging Capabilities
new feature
CHAT-17865
2026-09-25
Call Connect and SMS Integration Documentation
new feature
CHAT-17827, CHAT-17854, CHAT-17855, CHAT-17861, CHAT-17870, CHAT-17871, CHAT-17872, CHAT-17873, CHAT-17874, CHAT-17875
2026-09-25
Pre-Chat Interface Alias Configuration
new feature
CHAT-17848
2026-09-25
Chat Translation Service: Email Integration Stability
new feature
CHAT-17841
2026-09-25
Dashboard Region Tool: Zipcode Validation Logic
new feature
CHAT-17840
2026-09-25
Agent Dashboard Chat Routing and Stability Documentation
new feature
CHAT-17837, CHAT-17860, CHAT-17863, CHAT-17878
2026-09-25
Voice Intake and Reporting Documentation
new feature
CHAT-17834, CHAT-17845, CHAT-17846
2026-09-25
QuickBooks Integration Management
bug fix
CHAT-17516, CHAT-17831, CHAT-17833
2026-09-25
QuickBooks Integration Management (previous)
new feature
Superseded by CHAT-17831, CHAT-17833
2026-09-25
Chat Widget Popup Overlay Logic and Configuration
new feature
CHAT-17829, CHAT-17851, CHAT-17857
2026-09-25
Twilio Toll-Free SMS Verification Configuration
new feature
CHAT-17821, CHAT-17842, CHAT-17843
2026-09-25
AI Chatbot Configuration and Localization Documentation
new feature
CHAT-17820, CHAT-17859
2026-09-25
Agent Dashboard Lead Management Enhancements
new feature
CHAT-17816, CHAT-17826, CHAT-17847, CHAT-17850
2026-09-25
Chat Widget UI/UX Refinements and Stability Documentation
new feature
CHAT-17815, CHAT-17822, CHAT-17832, CHAT-17835, CHAT-17853, CHAT-17867, CHAT-17876, CHAT-17877
2026-09-25
Portal Authentication and Access Control Documentation
new feature
CHAT-17814, CHAT-17849
2026-09-25
Billing, Transaction, and Subscription Management Documentation
new feature
CHAT-17812, CHAT-17839, CHAT-17879, CHAT-17880
2026-09-25
AI Chatbot Script Template Management
new feature
CHAT-17813
2026-09-25
AI Chatbot Speech-to-Text (STT) Refinements
bug fix
CHAT-17528, CHAT-17761
2026-09-25
AI Chatbot Speech-to-Text (STT) Refinements (previous)
new feature
Superseded by CHAT-17761
2026-09-25
Nylas Appointment Scheduler Timezone Synchronization
new feature
CHAT-17760
2026-09-25
Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic
new feature
CHAT-17741, CHAT-17769, CHAT-17779, CHAT-17792
2026-09-25
System Onboarding and Provisioning Documentation
new feature
CHAT-17784, CHAT-17795, CHAT-17810
2026-09-25
AI Chatbot Knowledge Base Management Documentation
new feature
CHAT-17770, CHAT-17775, CHAT-17791
2026-09-25
AI Chatbot Script Flow Management Documentation
new feature
CHAT-17785, CHAT-17790, CHAT-17802, CHAT-17805
2026-09-25
Voice AI Integration Features Documentation
new feature
CHAT-17799, CHAT-17800, CHAT-17801
2026-09-25
Appointment Scheduler V3: Standalone CTA Integration
new feature
CHAT-17789, CHAT-17796, CHAT-17797, CHAT-17798
2026-09-25
Voice Call Connect Reliability
behaviour change
CHAT-17535, CHAT-17749, CHAT-17772, CHAT-17774, CHAT-17806, CHAT-17809
2026-09-25
Voice Call Connect Reliability (previous)
new feature
Superseded by CHAT-17749, CHAT-17772, CHAT-17774, CHAT-17806, CHAT-17809
2026-09-25
Chat Widget Pre-Chat Validation
bug fix
CHAT-17611, CHAT-17614, CHAT-17623, CHAT-17627, CHAT-17663, CHAT-17666, CHAT-17634, CHAT-17777, CHAT-17780
2026-09-25
Chat Widget Pre-Chat Validation (previous)
new feature
Superseded by CHAT-17777, CHAT-17780
2026-09-25
Chat Widget Interaction Flows: Feedback Overlays and Hyperlink Resolution
new feature
CHAT-17743, CHAT-17776
2026-09-25
Chat Widget UI Theming and Layout
new feature
CHAT-17617, CHAT-17618, CHAT-17622, CHAT-17628, CHAT-17661, CHAT-17757, CHAT-17803, CHAT-17807
2026-09-25
Chat Widget UI Theming and Layout (previous)
new feature
Superseded by CHAT-17757, CHAT-17803, CHAT-17807
2026-09-25
Chat Widget Payment Integration Documentation
new feature
CHAT-17750, CHAT-17751, CHAT-17752, CHAT-17753, CHAT-17754, CHAT-17755
2026-09-25
Chat Widget Attachment Logic v3 Documentation
new feature
CHAT-17744, CHAT-17748, CHAT-17756, CHAT-17763, CHAT-17764
2026-09-25
Chat Widget Pop-up Message Overlay Management
new feature
CHAT-17739, CHAT-17742, CHAT-17746, CHAT-17747, CHAT-17783, CHAT-17793
2026-09-25
Video Greet Enhancements (previous)
new feature
Superseded by CHAT-17745
2026-09-25
System Data Management: File Retention and Search Engine Integration
new feature
CHAT-17681, CHAT-17707
2026-09-25
Chat Widget Interaction Flows
new edge case
CHAT-16634, CHAT-16635, CHAT-16636, CHAT-16637, CHAT-16638, CHAT-16639, CHAT-16710, CHAT-16878, CHAT-16882, CHAT-16899, CHAT-16914, CHAT-17014, CHAT-17037, CHAT-17046, CHAT-17047, CHAT-17052, CHAT-17061, CHAT-17064, CHAT-17074, CHAT-17703
2026-09-25
Chat Widget Interaction Flows (previous)
bug fix
Superseded by CHAT-17703
2026-09-25
AI Chatbot Script Flow Management
bug fix
CHAT-16370, CHAT-16371, CHAT-16378, CHAT-16379, CHAT-16380, CHAT-16410, CHAT-16411, CHAT-16869, CHAT-16880, CHAT-16886, CHAT-16921, CHAT-16936, CHAT-16937, CHAT-17049, CHAT-17050, CHAT-17451, CHAT-17452, CHAT-17453, CHAT-17447, CHAT-17699
2026-09-25
AI Chatbot Script Flow Management (previous)
new feature
Superseded by CHAT-17699
2026-09-25
AI Chatbot Integration and Widget Management Documentation
new feature
CHAT-17675, CHAT-17696, CHAT-17698, CHAT-17702, CHAT-17719, CHAT-17736, CHAT-17781
2026-09-25
Provisioning and Onboarding Tools (previous)
bug fix
Superseded by CHAT-17679, CHAT-17680, CHAT-17708, CHAT-17730
2026-09-25
Chat Widget Pop-up Message Overlay Documentation
new feature
CHAT-17717, CHAT-17720, CHAT-17721, CHAT-17722, CHAT-17727, CHAT-17728, CHAT-17729, CHAT-17731, CHAT-17732, CHAT-17733, CHAT-17734, CHAT-17735, CHAT-17738
2026-09-25
Voice Call Connect Configuration Documentation
new feature
CHAT-17691, CHAT-17710, CHAT-17711, CHAT-17712, CHAT-17713, CHAT-17737
2026-09-25
Chat Widget Attachment Logic Documentation
new feature
CHAT-17676, CHAT-17677, CHAT-17683, CHAT-17687, CHAT-17688, CHAT-17690, CHAT-17697, CHAT-17704, CHAT-17705, CHAT-17714, CHAT-17716, CHAT-17724, CHAT-17725, CHAT-17726
2026-09-25
Chat Dashboard Attachment Management Documentation
new feature
CHAT-17678, CHAT-17684, CHAT-17685, CHAT-17686, CHAT-17689, CHAT-17692, CHAT-17695, CHAT-17701, CHAT-17706, CHAT-17709, CHAT-17718, CHAT-17723
2026-09-25
AI Chatbot Script Flow Management: Company-Level Script Updates
new feature
CHAT-17660
2026-09-25
Avatar Synchronization Between Customer and Legacy Portals
new feature
CHAT-17758
2026-09-25
Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates
new feature
CHAT-17625, CHAT-17653, CHAT-17630, CHAT-17658
2026-09-25
Chat Widget Attachment Validation and Support
new feature
CHAT-17643, CHAT-17645, CHAT-17654, CHAT-17656, CHAT-17671
2026-09-25
Chat Dashboard Attachment Management Documentation
new feature
CHAT-17631, CHAT-17638, CHAT-17640, CHAT-17641, CHAT-17642, CHAT-17646, CHAT-17657, CHAT-17659, CHAT-17667
2026-09-25
Chat Widget Attachment Logic v2 Documentation
new feature
CHAT-17632, CHAT-17633, CHAT-17647, CHAT-17648, CHAT-17651, CHAT-17652, CHAT-17655, CHAT-17665, CHAT-17672, CHAT-17673
2026-09-25
Chat Widget Exit Popup UI Enhancements
new feature
CHAT-17615, CHAT-17616, CHAT-17620, CHAT-17626, CHAT-17668, CHAT-17669
2026-09-25
Chat Widget Video Greeting Stability and UI Enhancements
new feature
CHAT-17613, CHAT-17619, CHAT-17624, CHAT-17629, CHAT-17650, CHAT-17621
2026-09-25
Chat Widget Interaction Flows v4: Enhancements and Fixes
new feature
CHAT-17612, CHAT-17649, CHAT-17662, CHAT-17664, CHAT-17670, CHAT-17674
2026-09-25
Chat Widget Proactive Engagement Overlay
new feature
CHAT-17578
2026-09-25
Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
new feature
CHAT-17550, CHAT-17551, CHAT-17560, CHAT-17571, CHAT-17572, CHAT-17594, CHAT-17600
2026-09-25
Billing and Subscription Management v4: Customer Flagging and Reporting Enhancements
new feature
CHAT-17575, CHAT-17604
2026-09-25
Chat Platform Integration Services
bug fix
CHAT-17012, CHAT-17029, CHAT-17034, CHAT-17040, CHAT-17048, CHAT-17053, CHAT-17057, CHAT-17063, CHAT-17076, CHAT-17573, CHAT-17574
2026-09-25
Chat Platform Integration Services (previous)
new feature
Superseded by CHAT-17573, CHAT-17574
2026-09-25
Chat Widget Performance, Stability, and Mobile Optimization
new feature
CHAT-17555, CHAT-17559, CHAT-17561, CHAT-17563, CHAT-17568, CHAT-17569, CHAT-17589
2026-09-25
Chat Widget Interaction Flows v3 Documentation
new feature
CHAT-17547, CHAT-17553, CHAT-17579, CHAT-17584, CHAT-17585, CHAT-17597, CHAT-17608, CHAT-17610
2026-09-25
Rounded Plus Chat Widget: UI and Interaction Enhancements
new feature
CHAT-17546, CHAT-17556, CHAT-17557, CHAT-17558, CHAT-17586, CHAT-17587, CHAT-17588, CHAT-17598
2026-09-25
Chat Widget Attachment Logic and API Integration
new feature
CHAT-17548, CHAT-17549, CHAT-17552, CHAT-17554, CHAT-17562, CHAT-17564, CHAT-17565, CHAT-17566, CHAT-17567, CHAT-17570, CHAT-17576, CHAT-17577, CHAT-17580, CHAT-17583, CHAT-17605, CHAT-17606
2026-09-25
Rounded Plus Skin: Chat Widget UI and Performance Optimization
new feature
CHAT-17542, CHAT-17543, CHAT-17544, CHAT-17545
2026-09-25
Legacy Account Data Consolidation and Key Unification
new feature
CHAT-17540
2026-09-25
Quick Reply UX: Rounded Plus Skin Call-to-Action Handling
new feature
CHAT-17529
2026-09-25
Chat Widget Phone Input Validation: 'OTHER' Country Configuration
new feature
CHAT-17527
2026-09-25
Chat Widget Attachment UI Controls
new feature
CHAT-17524, CHAT-17534
2026-09-25
Pre-Chat Widget Timeout Logic
new feature
CHAT-17522
2026-09-25
AI Chatbot Operator Transfer Functionality
new feature
CHAT-17520
2026-09-25
Chat Region Logic Enhancements: County Scoping
new feature
CHAT-17513
2026-09-25
Account Type Renaming: Virtual Assistant
new feature
CHAT-17512
2026-09-25
Chat Dashboard Attachment Visibility and Management
new feature
CHAT-17511, CHAT-17538, CHAT-17539
2026-09-25
AI Chatbot Business Hours Display Configuration
new feature
CHAT-17510
2026-09-25
Voice AI Integration for Chat Widget
new feature
CHAT-17504
2026-09-25
Smart Text Suggestions Engine Documentation
new feature
CHAT-17499, CHAT-17500, CHAT-17501, CHAT-17502, CHAT-17503
2026-09-25
Onboarding Flow Bug Fixes and Data Integrity
new feature
CHAT-17489, CHAT-17491
2026-09-25
Chat Widget Deployment and Cross-Portal Configuration Stability
new feature
CHAT-17490, CHAT-17507
2026-09-25
HTML Lead Document Reporting and Attachment Handling
new feature
CHAT-17488, CHAT-17525, CHAT-17526
2026-09-25
Chat Attachment Management Logic
new feature
CHAT-17487, CHAT-17514, CHAT-17515, CHAT-17517, CHAT-17518, CHAT-17519, CHAT-17530, CHAT-17531, CHAT-17533, CHAT-17536, CHAT-17537
2026-09-25
Security Compliance and Hardening Documentation
new feature
CHAT-17483, CHAT-17484, CHAT-17485, CHAT-17486
2026-09-25
Automated Default Configuration for New Company Onboarding
new feature
CHAT-17478, CHAT-17479, CHAT-17480, CHAT-17481, CHAT-17482
2026-09-25
Portal Navigation and UI/UX Enhancements
new feature
CHAT-17474, CHAT-17523
2026-09-25
Lead Categorization and Sub-Category Selection
new feature
CHAT-17473
2026-09-25
Cancellation Policy Disclosure in Billing Documentation
new feature
CHAT-17471
2026-09-25
Mobile App Authentication and Stability Management
new feature
CHAT-17472, CHAT-17477
2026-09-25
Chat Widget Launch Window and Poke Message Enhancements
new feature
CHAT-17440, CHAT-17457
2026-09-25
Chat Widget Performance and Security
bug fix
CHAT-16571, CHAT-16574, CHAT-16583, CHAT-16585, CHAT-17424
2026-09-25
Chat Widget Performance and Security (previous)
new feature
Superseded by CHAT-17424
2026-09-25
Voice Onboarding: LAN Line Detection and Opt-in Restriction (previous)
new feature
Superseded by CHAT-17455
2026-09-25
Web-to-Text Feature Documentation
bug fix
CHAT-16996, CHAT-17395
2026-09-25
Web-to-Text Feature Documentation (previous)
new feature
Superseded by CHAT-17395
2026-09-25
Internal Portal Tools Documentation
new feature
CHAT-16334, CHAT-16349, CHAT-16354, CHAT-16355, CHAT-17388, CHAT-17403, CHAT-17425, CHAT-17426, CHAT-17454, CHAT-17462, CHAT-17463, CHAT-17470
2026-09-25
Internal Portal Tools Documentation (previous)
new feature
Superseded by CHAT-17388, CHAT-17403, CHAT-17425, CHAT-17426, CHAT-17454, CHAT-17462, CHAT-17463, CHAT-17470
2026-09-25
Self-Service Onboarding Flow
behaviour change
CHAT-16503, CHAT-16504, CHAT-16505, CHAT-16506, CHAT-17404, CHAT-17448
2026-09-25
Self-Service Onboarding Flow (previous)
new feature
Superseded by CHAT-17404, CHAT-17448
2026-09-25
Billing and Subscription Management Documentation - Batch 16
new feature
CHAT-17275, CHAT-17277, CHAT-17278, CHAT-17279, CHAT-17280, CHAT-17288, CHAT-17311, CHAT-17419, CHAT-17428, CHAT-17438, CHAT-17439, CHAT-17446
2026-09-25
Billing and Subscription Management Documentation - Batch 16 (previous)
new feature
Superseded by CHAT-17419, CHAT-17428, CHAT-17438, CHAT-17439, CHAT-17446
2026-09-25
AI Chatbot Integration Management
bug fix
CHAT-16641, CHAT-16642, CHAT-16645, CHAT-16646, CHAT-16650, CHAT-16659, CHAT-16742, CHAT-16741, CHAT-16698, CHAT-16730, CHAT-16762, CHAT-17101, CHAT-17116, CHAT-17131, CHAT-17141, CHAT-17414, CHAT-17429, CHAT-17465
2026-09-25
AI Chatbot Integration Management (previous)
behaviour change
Superseded by CHAT-17414, CHAT-17429, CHAT-17465
2026-09-25
AI Chatbot Script Flow Management (previous)
new edge case
Superseded by CHAT-17451, CHAT-17452, CHAT-17453, CHAT-17447
2026-09-25
Video Greet Language Localization and Interaction Enhancements
new feature
CHAT-17389, CHAT-17390, CHAT-17391, CHAT-17392, CHAT-17433, CHAT-17443, CHAT-17464, CHAT-17466
2026-09-25
Chat Widget Visitor UI/UX Refinements (Batch 14)
new feature
CHAT-17299, CHAT-17302, CHAT-17328, CHAT-17333, CHAT-17334, CHAT-17347, CHAT-17369, CHAT-17373, CHAT-17383, CHAT-17386, CHAT-17394, CHAT-17400, CHAT-17402, CHAT-17417, CHAT-17427, CHAT-17435, CHAT-17442, CHAT-17445, CHAT-17450, CHAT-17469
2026-09-25
Chat Widget Visitor UI/UX Refinements (Batch 14) (previous)
new feature
Superseded by CHAT-17383, CHAT-17386, CHAT-17394, CHAT-17400, CHAT-17402, CHAT-17417, CHAT-17427, CHAT-17435, CHAT-17442, CHAT-17445, CHAT-17450, CHAT-17469
2026-09-25
Chat Widget Interaction Flows and Enhancements Documentation
new feature
CHAT-17082, CHAT-17096, CHAT-17097, CHAT-17098, CHAT-17099, CHAT-17103, CHAT-17108, CHAT-17109, CHAT-17115, CHAT-17118, CHAT-17119, CHAT-17120, CHAT-17130, CHAT-17138, CHAT-17150, CHAT-17227, CHAT-17228, CHAT-17229, CHAT-17234, CHAT-17255, CHAT-17265, CHAT-17290, CHAT-17384, CHAT-17387, CHAT-17396, CHAT-17398, CHAT-17399, CHAT-17405, CHAT-17406, CHAT-17416, CHAT-17431, CHAT-17434, CHAT-17444, CHAT-17461, CHAT-17467
2026-09-25
Chat Widget Interaction Flows and Enhancements Documentation (previous)
new feature
Superseded by CHAT-17384, CHAT-17387, CHAT-17396, CHAT-17398, CHAT-17399, CHAT-17405, CHAT-17406, CHAT-17416, CHAT-17431, CHAT-17434, CHAT-17444, CHAT-17461, CHAT-17467
2026-09-25
Chat Widget Compliance and Consent
bug fix
CHAT-16445, CHAT-16562, CHAT-17233, CHAT-17248, CHAT-17256, CHAT-17257, CHAT-17264, CHAT-17329
2026-09-25
Chat Widget Compliance and Consent (previous)
behaviour change
Superseded by CHAT-17329
2026-09-25
Voice Onboarding and Configuration Documentation - Batch 21
new feature
CHAT-17320, CHAT-17326, CHAT-17343, CHAT-17349, CHAT-17352
2026-09-25
AI Chatbot Integration Management V2 Documentation
new feature
CHAT-17315, CHAT-17346, CHAT-17358, CHAT-17376
2026-09-25
Agent Dashboard UX Enhancements: Batch 21
new feature
CHAT-17342, CHAT-17354, CHAT-17362
2026-09-25
Chat Widget Visitor UI/UX Enhancements - Batch 21
new feature
CHAT-17356, CHAT-17363, CHAT-17364, CHAT-17365, CHAT-17366, CHAT-17372, CHAT-17374, CHAT-17377
2026-09-25
Web-to-Text Enhancement Documentation
new feature
CHAT-17304, CHAT-17321, CHAT-17357, CHAT-17359, CHAT-17378, CHAT-17379
2026-09-25
Portal User Access, Security, and Administrative Controls Documentation
new feature
CHAT-17306, CHAT-17310, CHAT-17312, CHAT-17319, CHAT-17336, CHAT-17344, CHAT-17345, CHAT-17348, CHAT-17380
2026-09-25
Chat Widget Interaction Flows v2 Documentation
new feature
CHAT-17308, CHAT-17309, CHAT-17322, CHAT-17351, CHAT-17368, CHAT-17371, CHAT-17375
2026-09-25
Billing and Subscription Management v3 Documentation
new feature
CHAT-17300, CHAT-17303, CHAT-17305, CHAT-17313, CHAT-17314, CHAT-17324, CHAT-17325, CHAT-17330, CHAT-17331
2026-09-25
System Health and Monitoring Documentation
bug fix
CHAT-16463, CHAT-16454, CHAT-16447, CHAT-16714, CHAT-16772, CHAT-17252
2026-09-25
System Health and Monitoring Documentation (previous)
new edge case
Superseded by CHAT-17252
2026-09-25
Portal User Access and Security
behaviour change
CHAT-16358, CHAT-16359, CHAT-16361, CHAT-16365, CHAT-16366, CHAT-16373, CHAT-16408, CHAT-16409, CHAT-16422, CHAT-16699, CHAT-16753, CHAT-16766, CHAT-16950, CHAT-16951, CHAT-17245, CHAT-17260
2026-09-25
Portal User Access and Security (previous)
bug fix
Superseded by CHAT-17245, CHAT-17260
2026-09-25
Chat Widget Compliance and Consent (previous)
behaviour change
Superseded by CHAT-17233, CHAT-17248, CHAT-17256, CHAT-17257, CHAT-17264
2026-09-25
Chat Platform Data Management and Stability Updates
new feature
CHAT-17222, CHAT-17258
2026-09-25
Voice Onboarding: LAN Line Detection and Opt-in Restriction (previous)
new feature
Superseded by CHAT-17225, CHAT-17239
2026-09-25
Provisioning and Onboarding Tools (previous)
bug fix
Superseded by CHAT-17230, CHAT-17247, CHAT-17267
2026-09-25
AI Chatbot Lead Management
behaviour change
CHAT-16890, CHAT-16893, CHAT-16895, CHAT-17240, CHAT-17243, CHAT-17244, CHAT-17249, CHAT-17295, CHAT-17297
2026-09-25
AI Chatbot Lead Management (previous)
new feature
Superseded by CHAT-17240, CHAT-17243, CHAT-17244, CHAT-17249, CHAT-17295, CHAT-17297
2026-09-25
AI Chatbot Response Management: Configuration and Safety Enhancements
new feature
CHAT-16788, CHAT-16789, CHAT-16824, CHAT-16831, CHAT-16849, CHAT-16863, CHAT-16952, CHAT-16985, CHAT-17079, CHAT-17081, CHAT-17121, CHAT-17136, CHAT-17235, CHAT-17284, CHAT-17223
2026-09-25
AI Chatbot Response Management: Configuration and Safety Enhancements (previous)
new feature
Superseded by CHAT-17235, CHAT-17284, CHAT-17223
2026-09-25
AI Chatbot VideoGreet Integration
new feature
CHAT-16857, CHAT-16858, CHAT-16963, CHAT-16989, CHAT-16992, CHAT-16994, CHAT-16999, CHAT-17009, CHAT-17231, CHAT-17236, CHAT-17237, CHAT-17238, CHAT-17242, CHAT-17246, CHAT-17253, CHAT-17254, CHAT-17281, CHAT-17282, CHAT-17289
2026-09-25
AI Chatbot VideoGreet Integration (previous)
bug fix
Superseded by CHAT-17231, CHAT-17236, CHAT-17237, CHAT-17238, CHAT-17242, CHAT-17246, CHAT-17253, CHAT-17254, CHAT-17281, CHAT-17282, CHAT-17289
2026-09-25
Chat Widget Branding and Styling
behaviour change
CHAT-17077, CHAT-17080, CHAT-17124, CHAT-17137, CHAT-17146, CHAT-17293, CHAT-17298, CHAT-17261
2026-09-25
Chat Widget Branding and Styling (previous)
new feature
Superseded by CHAT-17293, CHAT-17298, CHAT-17261
2026-09-25
Chat Widget Interaction Flows and Enhancements Documentation (previous)
new feature
Superseded by CHAT-17227, CHAT-17228, CHAT-17229, CHAT-17234, CHAT-17255, CHAT-17265, CHAT-17290
2026-09-25
Chat Widget Visitor UI/UX Refinements
new feature
CHAT-17161, CHAT-17166, CHAT-17170, CHAT-17191, CHAT-17206, CHAT-17221, CHAT-17241, CHAT-17250, CHAT-17259, CHAT-17262, CHAT-17276, CHAT-17291, CHAT-17292, CHAT-17294
2026-09-25
Chat Widget Visitor UI/UX Refinements (previous)
new feature
Superseded by CHAT-17241, CHAT-17250, CHAT-17259, CHAT-17262, CHAT-17276, CHAT-17291, CHAT-17292, CHAT-17294
2026-09-25
Self-Service Onboarding Flow v2: Guided Product Recommendation
new feature
CHAT-17217
2026-09-25
Voice Viewer Role Access Control
new feature
CHAT-17211
2026-09-25
System Health and Monitoring V2: Communication and Reporting Integrity
new feature
CHAT-17178, CHAT-17204, CHAT-17210, CHAT-17216
2026-09-25
Reseller Voice Pricing Configuration in Legacy Admin Portal
new feature
CHAT-17182
2026-09-25
Legacy Service Appointment Scheduler: Time/Calendar Quick Reply Synchronization
new feature
CHAT-17167
2026-09-25
QuickBooks API Minor Version Update (v75+)
new feature
CHAT-17174
2026-09-25
Web-to-Text Enhancements: Branding and Lead Capture
new feature
CHAT-17164, CHAT-17179, CHAT-17190, CHAT-17212
2026-09-25
Billing and Subscription Management V2 Documentation
new feature
CHAT-17186, CHAT-17187, CHAT-17188, CHAT-17189, CHAT-17193, CHAT-17194, CHAT-17195, CHAT-17196, CHAT-17197, CHAT-17198, CHAT-17199, CHAT-17200, CHAT-17201, CHAT-17202, CHAT-17203, CHAT-17207, CHAT-17208, CHAT-17215
2026-09-25
Appointment Scheduler and Provisioning Logic Documentation
new feature
CHAT-17155, CHAT-17172, CHAT-17173, CHAT-17177
2026-09-25
Chat Widget Microservices UI Sanity and Optimization
new feature
CHAT-17152, CHAT-17153, CHAT-17154, CHAT-17156, CHAT-17157, CHAT-17158, CHAT-17159, CHAT-17160, CHAT-17163, CHAT-17165, CHAT-17168, CHAT-17205, CHAT-17213
2026-09-25
AI Chatbot Response Management v2: Enhancements and API Integration
new feature
CHAT-17175, CHAT-17162, CHAT-17169, CHAT-17209, CHAT-17218, CHAT-17219
2026-09-25
Agent Dashboard and Chat UX Enhancements - Batch 20
new feature
CHAT-16912, CHAT-16925, CHAT-16929, CHAT-17041, CHAT-17070, CHAT-17071, CHAT-17056, CHAT-17183, CHAT-17085, CHAT-17094, CHAT-17133, CHAT-17144
2026-09-25
Agent Dashboard and Chat UX Enhancements - Batch 20 (previous)
new feature
Superseded by CHAT-17183, CHAT-17085, CHAT-17094, CHAT-17133, CHAT-17144
2026-09-25
Voice Onboarding: LAN Line Detection and Opt-in Restriction (previous)
new feature
Superseded by CHAT-17083, CHAT-17122
2026-09-25
Chat Platform Data Management
new feature
CHAT-16299, CHAT-16300, CHAT-16301, CHAT-16302, CHAT-16316, CHAT-16356, CHAT-16711, CHAT-16731, CHAT-16764, CHAT-16765, CHAT-16767, CHAT-16813, CHAT-16885, CHAT-16913, CHAT-17125, CHAT-17126, CHAT-17127, CHAT-17128, CHAT-17147
2026-09-25
Chat Platform Data Management (previous)
new feature
Superseded by CHAT-17125, CHAT-17126, CHAT-17127, CHAT-17128, CHAT-17147
2026-09-25
AI Chatbot Integration Management (previous)
new feature
Superseded by CHAT-17101, CHAT-17116, CHAT-17131, CHAT-17141
2026-09-25
AI Chatbot Response Management: Configuration and Safety Enhancements (previous)
new feature
Superseded by CHAT-17079, CHAT-17081, CHAT-17121, CHAT-17136
2026-09-25
Chat Widget Stability and Validation Improvements
new feature
CHAT-17087, CHAT-17088, CHAT-17089, CHAT-17102, CHAT-17117, CHAT-17148
2026-09-25
Chat Widget UI/UX Enhancements Documentation
new feature
CHAT-17013, CHAT-17015, CHAT-17019, CHAT-17022, CHAT-17027, CHAT-17032, CHAT-17035, CHAT-17055, CHAT-17059, CHAT-17060, CHAT-17065, CHAT-17066, CHAT-17069, CHAT-17073, CHAT-17075, CHAT-17039, CHAT-17084, CHAT-17090, CHAT-17107, CHAT-17114, CHAT-17132, CHAT-17142, CHAT-17145, CHAT-17149, CHAT-17151
2026-09-25
Chat Widget UI/UX Enhancements Documentation (previous)
new feature
Superseded by CHAT-17084, CHAT-17090, CHAT-17107, CHAT-17114, CHAT-17132, CHAT-17142, CHAT-17145, CHAT-17149, CHAT-17151
2026-09-25
Agent Dashboard and Chat UX Enhancements - Batch 20 (previous)
new feature
Superseded by CHAT-17041, CHAT-17070, CHAT-17071, CHAT-17056
2026-09-25
Provisioning and Onboarding Tools (previous)
bug fix
Superseded by CHAT-17016
2026-09-25
Billing and Subscription Management
new feature
CHAT-16444, CHAT-16448, CHAT-16450, CHAT-16451, CHAT-16458, CHAT-16461, CHAT-16462, CHAT-16473, CHAT-16763, CHAT-16769, CHAT-16943, CHAT-16946, CHAT-16949, CHAT-16957, CHAT-17030, CHAT-17031
2026-09-25
Billing and Subscription Management (previous)
behaviour change
Superseded by CHAT-17030, CHAT-17031
2026-09-25
AI Chatbot Script Flow Management (previous)
behaviour change
Superseded by CHAT-17049, CHAT-17050
2026-09-25
Chat Widget Interaction Flows (previous)
behaviour change
Superseded by CHAT-17014, CHAT-17037, CHAT-17046, CHAT-17047, CHAT-17052, CHAT-17061, CHAT-17064, CHAT-17074
2026-09-25
Mobile Chat Widget UI/UX Enhancements and Stability Updates
new feature
CHAT-17011, CHAT-17018, CHAT-17020, CHAT-17021, CHAT-17023, CHAT-17024, CHAT-17033, CHAT-17036
2026-09-25
Appointment Scheduler Booking Logic Documentation
new feature
CHAT-17010, CHAT-17025, CHAT-17028, CHAT-17038, CHAT-17045, CHAT-17051, CHAT-17058
2026-09-25
Appointment Scheduler UI/UX
new feature
CHAT-16439, CHAT-16440, CHAT-16442, CHAT-16455, CHAT-16488, CHAT-16492, CHAT-16500, CHAT-16501, CHAT-17026, CHAT-17062, CHAT-17072
2026-09-25
Appointment Scheduler UI/UX (previous)
new feature
Superseded by CHAT-17026, CHAT-17062, CHAT-17072
2026-09-25
Portal User Access and Security (previous)
new feature
Superseded by CHAT-16950, CHAT-16951
2026-09-25
Billing and Subscription Management (previous)
bug fix
Superseded by CHAT-16943, CHAT-16946, CHAT-16949, CHAT-16957
2026-09-25
Appointment Scheduler UI Enhancements
bug fix
CHAT-16512, CHAT-16513, CHAT-16549, CHAT-16563, CHAT-16564, CHAT-16565, CHAT-16566, CHAT-16567, CHAT-16911, CHAT-16953, CHAT-16964, CHAT-16966
2026-09-25
Appointment Scheduler UI Enhancements (previous)
bug fix
Superseded by CHAT-16953, CHAT-16964, CHAT-16966
2026-09-25
Appointment Scheduler Core Logic
new feature
CHAT-16510, CHAT-16511, CHAT-16519, CHAT-16540, CHAT-16544, CHAT-16545, CHAT-16546, CHAT-16547, CHAT-16548, CHAT-16551, CHAT-16870, CHAT-16872, CHAT-16901, CHAT-16903, CHAT-16947, CHAT-16948, CHAT-17000
2026-09-25
Appointment Scheduler Core Logic (previous)
behaviour change
Superseded by CHAT-16947, CHAT-16948, CHAT-17000
2026-09-25
AI Chatbot VideoGreet Integration (previous)
new feature
Superseded by CHAT-16963, CHAT-16989, CHAT-16992, CHAT-16994, CHAT-16999, CHAT-17009
2026-09-25
AI Chatbot Response Management: Configuration and Safety Enhancements (previous)
new feature
Superseded by CHAT-16952, CHAT-16985
2026-09-25
Chat Widget Interaction and UI Refinements
new feature
CHAT-16944, CHAT-16958, CHAT-16970, CHAT-16971, CHAT-16973, CHAT-16974, CHAT-16980, CHAT-16981, CHAT-16983, CHAT-16984, CHAT-17008
2026-09-25
Chat Widget Form Validation and UI Enhancements
behaviour change
CHAT-16915, CHAT-16916, CHAT-16918, CHAT-16919, CHAT-16920, CHAT-16922, CHAT-16933, CHAT-16934, CHAT-16938, CHAT-16939, CHAT-16940, CHAT-16960, CHAT-16969, CHAT-16975, CHAT-16986, CHAT-16987, CHAT-16988, CHAT-16990, CHAT-16998
2026-09-25
Chat Widget Form Validation and UI Enhancements (previous)
new feature
Superseded by CHAT-16940, CHAT-16960, CHAT-16969, CHAT-16975, CHAT-16986, CHAT-16987, CHAT-16988, CHAT-16990, CHAT-16998
2026-09-25
Chat Widget Mobile UI/UX Documentation
bug fix
CHAT-16834, CHAT-16835, CHAT-16838, CHAT-16839, CHAT-16845, CHAT-16877, CHAT-16896, CHAT-16935, CHAT-16956, CHAT-16991, CHAT-16993, CHAT-16995, CHAT-17001, CHAT-17007
2026-09-25
Chat Widget Mobile UI/UX Documentation (previous)
behaviour change
Superseded by CHAT-16956, CHAT-16991, CHAT-16993, CHAT-16995, CHAT-17001, CHAT-17007
2026-09-25
Chat Widget Visitor UI/UX Enhancements
behaviour change
CHAT-16865, CHAT-16867, CHAT-16873, CHAT-16874, CHAT-16875, CHAT-16879, CHAT-16881, CHAT-16883, CHAT-16884, CHAT-16898, CHAT-16900, CHAT-16931, CHAT-16932, CHAT-16954, CHAT-16955, CHAT-16959, CHAT-16961, CHAT-16968, CHAT-16979, CHAT-17002
2026-09-25
Chat Widget Visitor UI/UX Enhancements (previous)
new feature
Superseded by CHAT-16954, CHAT-16955, CHAT-16959, CHAT-16961, CHAT-16968, CHAT-16979, CHAT-17002
2026-09-25
Chat Widget Performance and Compatibility
bug fix
CHAT-16446, CHAT-16472, CHAT-16437, CHAT-16972, CHAT-16976, CHAT-16982
2026-09-25
Chat Widget Performance and Compatibility (previous)
new feature
Superseded by CHAT-16972, CHAT-16976, CHAT-16982
2026-09-25
CRM and Integration Services
new feature
CHAT-16438, CHAT-16457, CHAT-16477, CHAT-16466, CHAT-16924
2026-09-25
CRM and Integration Services (previous)
new feature
Superseded by CHAT-16924
2026-09-25
Document Signing Integration
new feature
CHAT-16377, CHAT-16381, CHAT-16904
2026-09-25
Document Signing Integration (previous)
new feature
Superseded by CHAT-16904
2026-09-25
Chat Platform Data Management (previous)
bug fix
Superseded by CHAT-16885, CHAT-16913
2026-09-25
Voice Dashboard Integration and Configuration
new feature
CHAT-16304, CHAT-16333, CHAT-16335, CHAT-16376, CHAT-16514, CHAT-16888
2026-09-25
Voice Dashboard Integration and Configuration (previous)
new feature
Superseded by CHAT-16888
2026-09-25
ai_chatbot_conversational_api
new feature
CHAT-16486, CHAT-16487, CHAT-16493, CHAT-16494, CHAT-16495, CHAT-16496, CHAT-16497, CHAT-16498, CHAT-16892
2026-09-25
ai_chatbot_conversational_api (previous)
new feature
Superseded by CHAT-16892
2026-09-25
AI Virtual Assistant (VA) Analytics Metrics
new edge case
CHAT-16482, CHAT-16483, CHAT-16484, CHAT-16485, CHAT-16887
2026-09-25
AI Virtual Assistant (VA) Analytics Metrics (previous)
new feature
Superseded by CHAT-16887
2026-09-25
Chat Widget Interaction Flows (previous)
bug fix
Superseded by CHAT-16878, CHAT-16882, CHAT-16899, CHAT-16914
2026-09-25
Appointment Member Invitation Email Notifications
new feature
CHAT-16902
2026-09-25
Provisioning and Onboarding Tools (previous)
new feature
Superseded by CHAT-16876, CHAT-16923, CHAT-16926
2026-09-25
Appointment Scheduler UI Enhancements (previous)
new feature
Superseded by CHAT-16911
2026-09-25
Appointment Scheduler Core Logic (previous)
new feature
Superseded by CHAT-16870, CHAT-16872, CHAT-16901, CHAT-16903
2026-09-25
Conflict CONFLICT-007: appointment_scheduler_core_logic
The system's round-robin logic for member availability can lead to scenarios where a visitor's requested time is availab
2026-09-25
AI Chatbot Script Flow Management (previous)
new feature
Superseded by CHAT-16869, CHAT-16880, CHAT-16886, CHAT-16921, CHAT-16936, CHAT-16937
2026-09-25
Conflict CONFLICT-006: ai_chatbot_script_flow_management
CHAT-16921 notes that the system intentionally restricts display of multiple scripts in pre-chat forms, which may confli
2026-09-25
Voice Onboarding Pricing Configuration Updates
new feature
CHAT-16866, CHAT-16868
2026-09-25
Chat Widget Mobile UI/UX Documentation (previous)
new feature
Superseded by CHAT-16877, CHAT-16896, CHAT-16935
2026-09-25
Chat Platform Data Management (previous)
behaviour change
Superseded by CHAT-16813
2026-09-25
ai_chatbot_infrastructure_and_architecture
new feature
CHAT-16360, CHAT-16375, CHAT-16397, CHAT-16402, CHAT-16405, CHAT-16414, CHAT-16417, CHAT-16428, CHAT-16429, CHAT-16737, CHAT-16751, CHAT-16752, CHAT-16754, CHAT-16761, CHAT-16817, CHAT-16820
2026-09-25
ai_chatbot_infrastructure_and_architecture (previous)
behaviour change
Superseded by CHAT-16817, CHAT-16820
2026-09-25
Agent Dashboard UX Enhancements
behaviour change
CHAT-16294, CHAT-16295, CHAT-16296, CHAT-16326, CHAT-16374, CHAT-16419, CHAT-16423, CHAT-16572, CHAT-16606, CHAT-16628, CHAT-16629, CHAT-16630, CHAT-16631, CHAT-16632, CHAT-16633, CHAT-16790, CHAT-16799, CHAT-16828, CHAT-16829, CHAT-16832
2026-09-25
Agent Dashboard UX Enhancements (previous)
behaviour change
Superseded by CHAT-16790, CHAT-16799, CHAT-16828, CHAT-16829, CHAT-16832
2026-09-25
Portal Onboarding and Settings Documentation
behaviour change
CHAT-16587, CHAT-16588, CHAT-16607, CHAT-16612, CHAT-16627, CHAT-16796, CHAT-16814, CHAT-16822, CHAT-16843, CHAT-16861
2026-09-25
Portal Onboarding and Settings Documentation (previous)
new feature
Superseded by CHAT-16796, CHAT-16814, CHAT-16822, CHAT-16843, CHAT-16861
2026-09-25
Voice Onboarding and Configuration
behaviour change
CHAT-16591, CHAT-16592, CHAT-16593, CHAT-16595, CHAT-16596, CHAT-16618, CHAT-16619, CHAT-16620, CHAT-16621, CHAT-16622, CHAT-16624, CHAT-16625, CHAT-16626, CHAT-16786, CHAT-16787, CHAT-16812, CHAT-16825, CHAT-16841, CHAT-16842, CHAT-16860
2026-09-25
Voice Onboarding and Configuration (previous)
behaviour change
Superseded by CHAT-16787, CHAT-16812, CHAT-16825, CHAT-16841, CHAT-16842, CHAT-16860
2026-09-25
Appointment Scheduler v3 UI and Functionality
behaviour change
CHAT-16568, CHAT-16580, CHAT-16581, CHAT-16582, CHAT-16589, CHAT-16609, CHAT-16610, CHAT-16611, CHAT-16734, CHAT-16744, CHAT-16747, CHAT-16755, CHAT-16777, CHAT-16785, CHAT-16794, CHAT-16797, CHAT-16816
2026-09-25
Appointment Scheduler v3 UI and Functionality (previous)
bug fix
Superseded by CHAT-16794, CHAT-16797, CHAT-16816
2026-09-25
AI Chatbot Appointment Scheduling
bug fix
CHAT-16771, CHAT-16778, CHAT-16793, CHAT-16815
2026-09-25
AI Chatbot Appointment Scheduling (previous)
new feature
Superseded by CHAT-16793, CHAT-16815
2026-09-25
Chat Widget Pop-out and Windowed Mode Functionality
new feature
CHAT-16850, CHAT-16853, CHAT-16854, CHAT-16855, CHAT-16856
2026-09-25
Chat Widget Visitor UI/UX Enhancements - Batch 16
new feature
CHAT-16695, CHAT-16701, CHAT-16708, CHAT-16719, CHAT-16757, CHAT-16760, CHAT-16795, CHAT-16801, CHAT-16818, CHAT-16819, CHAT-16821, CHAT-16823, CHAT-16830, CHAT-16836, CHAT-16837, CHAT-16840, CHAT-16844, CHAT-16846, CHAT-16847, CHAT-16848, CHAT-16859, CHAT-16864, CHAT-16851, CHAT-16852
2026-09-25
Chat Widget Visitor UI/UX Enhancements - Batch 16 (previous)
new feature
Superseded by CHAT-16795, CHAT-16801, CHAT-16818, CHAT-16819, CHAT-16821, CHAT-16823, CHAT-16830, CHAT-16836, CHAT-16837, CHAT-16840, CHAT-16844, CHAT-16846, CHAT-16847, CHAT-16848, CHAT-16859, CHAT-16864, CHAT-16851, CHAT-16852
2026-09-25
Chat Widget Interaction Flows (previous)
new feature
Superseded by CHAT-16710
2026-09-25
Chat Platform Translation Services
behaviour change
CHAT-16406, CHAT-16733
2026-09-25
Chat Platform Translation Services (previous)
new feature
Superseded by CHAT-16733
2026-09-25
Conflict CONFLICT-005: chat_platform_translation_services
The previous behavior allowed for dynamic auto-detection which caused mid-session language drift. The new requirement ma
2026-09-25
System Health and Monitoring Documentation (previous)
new feature
Superseded by CHAT-16714, CHAT-16772
2026-09-25
Voice Onboarding and Configuration (previous)
new feature
Superseded by CHAT-16786
2026-09-25
Conflict CONFLICT-004: voice_onboarding_and_configuration
The 'Call Center Forwarding Number' was previously implied as a standard field; CHAT-16786 explicitly changes its requir
2026-09-25
Billing and Subscription Management (previous)
new feature
Superseded by CHAT-16763, CHAT-16769
2026-09-25
Portal UI Branding and UX Updates
bug fix
CHAT-16502, CHAT-17184, CHAT-16560, CHAT-16558, CHAT-16704, CHAT-16739
2026-09-25
Portal UI Branding and UX Updates (previous)
new feature
Superseded by CHAT-16704, CHAT-16739
2026-09-25
Chat Platform Data Management (previous)
new feature
Superseded by CHAT-16711, CHAT-16731, CHAT-16764, CHAT-16765, CHAT-16767
2026-09-25
Portal User Access and Security (previous)
new feature
Superseded by CHAT-16699, CHAT-16753, CHAT-16766
2026-09-25
ai_chatbot_infrastructure_and_architecture (previous)
new feature
Superseded by CHAT-16737, CHAT-16751, CHAT-16752, CHAT-16754, CHAT-16761
2026-09-25
AI Chatbot Integration Management (previous)
new feature
Superseded by CHAT-16698, CHAT-16730, CHAT-16762
2026-09-25
Conflict CONFLICT-003: ai_chatbot_integration_management
CHAT-16762 identifies that prompts were previously persisting even after features were disabled, contradicting the expec
2026-09-25
AI Chatbot Response Management
behaviour change
CHAT-16306, CHAT-16308, CHAT-16319, CHAT-16324, CHAT-16325, CHAT-16327, CHAT-16328, CHAT-16329, CHAT-16343, CHAT-16357, CHAT-16700, CHAT-16717, CHAT-16745, CHAT-16758, CHAT-16759, CHAT-16768, CHAT-16770, CHAT-16782, CHAT-16783, CHAT-16713
2026-09-25
AI Chatbot Response Management (previous)
new feature
Superseded by CHAT-16700, CHAT-16717, CHAT-16745, CHAT-16758, CHAT-16759, CHAT-16768, CHAT-16770, CHAT-16782, CHAT-16783, CHAT-16713
2026-09-25
Appointment Scheduler Migration and Sync
new edge case
CHAT-16643, CHAT-16644, CHAT-16647, CHAT-16667, CHAT-16669, CHAT-16670, CHAT-16675, CHAT-16678, CHAT-16679, CHAT-16685, CHAT-16735
2026-09-25
Appointment Scheduler Migration and Sync (previous)
new feature
Superseded by CHAT-16735
2026-09-25
Appointment Scheduler Logic and Notifications
bug fix
CHAT-16441, CHAT-16443, CHAT-16452, CHAT-16453, CHAT-16467, CHAT-16468, CHAT-16490, CHAT-16491, CHAT-16489, CHAT-16696, CHAT-16697, CHAT-16705, CHAT-16706, CHAT-16718, CHAT-16746, CHAT-16749, CHAT-16750, CHAT-16756, CHAT-16776
2026-09-25
Appointment Scheduler Logic and Notifications (previous)
new feature
Superseded by CHAT-16696, CHAT-16697, CHAT-16705, CHAT-16706, CHAT-16718, CHAT-16746, CHAT-16749, CHAT-16750, CHAT-16756, CHAT-16776
2026-09-25
Appointment Scheduler v3 UI and Functionality (previous)
new feature
Superseded by CHAT-16734, CHAT-16744, CHAT-16747, CHAT-16755, CHAT-16777, CHAT-16785
2026-09-25
System Reporting, Compliance, and SMS Messaging Updates
new feature
CHAT-16673, CHAT-16674, CHAT-16677, CHAT-16691
2026-09-25
Billing and Onboarding Tools Documentation
new feature
CHAT-16692, CHAT-16693, CHAT-16694
2026-09-25
Appointment Scheduler v3 Core Documentation
new feature
CHAT-16640, CHAT-16652, CHAT-16653, CHAT-16658, CHAT-16660, CHAT-16663, CHAT-16668, CHAT-16689, CHAT-16684
2026-09-25
AI Chatbot Performance and Stability Enhancements
new feature
CHAT-16738, CHAT-16680, CHAT-16683, CHAT-16740
2026-09-25
Chat Widget Visitor UI/UX Enhancements
new feature
CHAT-16648, CHAT-16649, CHAT-16654, CHAT-16655, CHAT-16656, CHAT-16657, CHAT-16664, CHAT-16665, CHAT-16666, CHAT-16671, CHAT-16672, CHAT-16676, CHAT-16686, CHAT-16687, CHAT-16688, CHAT-16690
2026-09-25
Agent Dashboard UX Enhancements (previous)
new edge case
Superseded by CHAT-16572, CHAT-16606, CHAT-16628, CHAT-16629, CHAT-16630, CHAT-16631, CHAT-16632, CHAT-16633
2026-09-25
Conversational AI Chatbot API and Integration Documentation
new feature
CHAT-16573, CHAT-16575, CHAT-16576, CHAT-16578, CHAT-16579, CHAT-16586, CHAT-16598, CHAT-16600, CHAT-16602, CHAT-16603, CHAT-16605, CHAT-16608, CHAT-16613, CHAT-16616
2026-09-25
Appointment Scheduler Nylas Provisioning Configuration
new feature
CHAT-16569, CHAT-16590
2026-09-25
Appointment Scheduler v3 Migration and Sync Documentation
new feature
CHAT-16584, CHAT-16599, CHAT-16601, CHAT-16604, CHAT-16614, CHAT-16615
2026-09-25
System Data Integrity and Lead Management Enhancements
new feature
CHAT-16509, CHAT-16526, CHAT-16543
2026-09-25
Chat Widget Compliance and Consent (previous)
new feature
Superseded by CHAT-16562
2026-09-25
Conflict CONFLICT-002: chat_widget_compliance_and_consent
Original documentation stated the checkbox was a 'mandatory' field and users 'cannot proceed' without it. CHAT-16562 exp
2026-09-25
Voice Dashboard Integration and Configuration (previous)
new feature
Superseded by CHAT-16514
2026-09-25
Billing and Subscription Management Documentation - Batch 8
new feature
CHAT-16527, CHAT-16529, CHAT-16530, CHAT-16531, CHAT-16532, CHAT-16533, CHAT-16534, CHAT-16535, CHAT-16536, CHAT-16537, CHAT-16538, CHAT-16541, CHAT-16542, CHAT-16557
2026-09-25
Appointment Scheduler Nylas Integration
bug fix
CHAT-16432, CHAT-16435, CHAT-16436, CHAT-16559, CHAT-16561
2026-09-25
Appointment Scheduler Nylas Integration (previous)
new feature
Superseded by CHAT-16559, CHAT-16561
2026-09-25
Conversational AI API Backend Documentation
new feature
CHAT-16507, CHAT-16508, CHAT-16517, CHAT-16518, CHAT-16520, CHAT-16521, CHAT-16522, CHAT-16523, CHAT-16524, CHAT-16525, CHAT-16539, CHAT-16555, CHAT-16556
2026-09-25
Data Management and AI Infrastructure Enhancements
new feature
CHAT-16459, CHAT-16464, CHAT-16465, CHAT-16475
2026-09-25
Portal UI and Dashboard Enhancements Documentation
new feature
CHAT-16456, CHAT-16478, CHAT-16479
2026-09-25
Provisioning and Onboarding Tools (previous)
new feature
Superseded by CHAT-16449, CHAT-16460, CHAT-16499
2026-09-25
Conflict CONFLICT-001: provisioning_and_onboarding_tools
CHAT-16499 identifies that the current system allows invalid keys despite existing validation logic, suggesting the curr
2026-09-25
AI Virtual Assistant Omnichannel Integration: Facebook Messenger and Instagram Direct
new feature
CHAT-16480, CHAT-16481
2026-09-25
Internal Portal Tools Enhancements Documentation
new feature
CHAT-16372, CHAT-16384, CHAT-16385, CHAT-16396, CHAT-16424, CHAT-16426
2026-09-25
Reporting and Analytics Engine Enhancements
new feature
CHAT-16416, CHAT-16421, CHAT-16430
2026-09-25
Billing and Invoicing Synchronization Documentation
new feature
CHAT-16420, CHAT-16431
2026-09-25
Chat Widget UI Performance and Reliability Enhancements
new feature
CHAT-16415, CHAT-16418, CHAT-16427
2026-09-25
Agent Dashboard UX Enhancements (previous)
new feature
Superseded by CHAT-16374, CHAT-16419, CHAT-16423
2026-09-25
Voice Dashboard Provisioning Configuration
new feature
CHAT-16364, CHAT-16383
2026-09-25
AI Chatbot File Upload Validation
new feature
CHAT-16369
2026-09-25
AI Chatbot Response Customization and Configuration
new feature
CHAT-16367, CHAT-16368, CHAT-16386, CHAT-16407, CHAT-16412
2026-09-25
QuickBooks Invoice Synchronization for Legacy Accounts
new feature
CHAT-16314
2026-09-25
AI Chatbot Rate Conversation Feature Documentation
new feature
CHAT-16320, CHAT-16321, CHAT-16322
2026-09-25
AI Chatbot Script Flow Diagram Documentation
new feature
CHAT-16307, CHAT-16310, CHAT-16336, CHAT-16337, CHAT-16338, CHAT-16340, CHAT-16341, CHAT-16344, CHAT-16345, CHAT-16346, CHAT-16347, CHAT-16348
2026-09-25
AI Chatbot Widget UI Enhancements and Bug Fixes
new feature
CHAT-16311, CHAT-16312, CHAT-16313, CHAT-16318, CHAT-16331
2026-09-25
AI Chatbot Web Crawler and Document Training Documentation
new feature
CHAT-16305, CHAT-16309, CHAT-16323, CHAT-16330, CHAT-16332, CHAT-16342, CHAT-16350
2026-09-25
Nylas Appointment Scheduler Provisioning and Integration
new feature
CHAT-16293, CHAT-16297, CHAT-16298, CHAT-16303
Choose which story should win, then review/edit the feature docs if needed.
CLI still works: python main.py resolve <ID>.
Gaps are areas where the documentation is incomplete, contradictory, or missing a logical continuation of a flow. Resolve them by writing the missing stories in Jira.
✓ No gaps detected.
Domain terms automatically extracted from the documentation. 36 terms defined.
Agent Dashboard
The primary interface used by representatives to manage communications, chat layouts, and productivity tools.
Used in 17 features · click to open
AI Chatbot Widget
The user-facing interface component that allows end-users to interact with the chatbot.
Used in 1 feature · click to open
AI Copi
An integrated AI writing assistant tool designed to provide real-time text suggestions and conversational support.
Used in 1 feature · click to open
AI Crawler
A tool used to ingest external knowledge by scanning web URLs or documents to train the chatbot.
Used in 1 feature · click to open
Business Category
A required classification setting that must be defined before CRM functionality can be enabled.
Used in 2 features · click to open
Chatbot Script Flow Diagram
A visual interface used by administrators to map conversation logic, nodes, and transitions.
Used in 1 feature · click to open
Chatbot widget
The user-facing interface component that allows website visitors to interact with the AI or live agents.
Used in 1 feature · click to open
Checklist v2
A specific module within the Internal Portal used for tracking tasks or compliance requirements.
Used in 1 feature · click to open
Crawler
An automated tool used to ingest content from external URLs to build the chatbot's knowledge base.
Used in 4 features · click to open
CRM flag
A system setting that enables or disables Customer Relationship Management integration features.
Used in 1 feature · click to open
CRM Flag
A system setting that enables or disables integration with Customer Relationship Management software.
Used in 1 feature · click to open
Exclusion lists
A configuration setting for the AI crawler that defines specific URLs or pages to be ignored during website ingestion.
Used in 1 feature · click to open
Full-website Ingestion
The process by which the AI crawler scans and imports content from an entire URL structure for chatbot training.
Used in 1 feature · click to open
Internal Portal
A restricted administrative interface used for managing system tools, testing accounts, and provisioning.
Used in 3 features · click to open
Legacy accounts
Older customer accounts that may require specific compatibility handling for features like QuickBooks synchronization.
Used in 4 features · click to open
Legacy Accounts
Older customer accounts that may require specific compatibility handling for integrations like QuickBooks.
Used in 4 features · click to open
Node Management
The process of creating and linking conversation steps within the Script Flow Diagram interface.
Used in 1 feature · click to open
Nylas
A third-party platform used for calendar synchronization and scheduling integration.
Used in 13 features · click to open
Provisioning
The process of setting up and configuring new representatives or services within the system.
Used in 25 features · click to open
Q&A pairs
The fundamental data structure used to train the AI chatbot, consisting of a user question and a corresponding bot response.
Used in 3 features · click to open
Q&A Pairs
The fundamental unit of chatbot training consisting of a specific user question and its corresponding system response.
Used in 3 features · click to open
Rate Conversation
A feature allowing users to evaluate and manage the quality of AI-generated chatbot responses.
Used in 1 feature · click to open
Representative Provisioning
The administrative workflow for setting up new users or representatives within the system.
Used in 1 feature · click to open
Script Flow Diagram
A visual tool used by administrators to map and manage chatbot conversation logic and transitions.
Used in 3 features · click to open
Slug generation
The process of creating a unique, URL-friendly identifier for appointment scheduling pages.
Used in 2 features · click to open
Slug Generation
The process of creating a unique, URL-friendly identifier for appointment pages.
Used in 2 features · click to open
SQA Automation
Software Quality Assurance testing processes integrated into the internal toolset.
Used in 1 feature · click to open
VA
Virtual Assistant; an automated system component that handles data and interactions within the Chat Platform.
Used in 168 features · click to open
vendormax
A high-level user permission tier that allows access to sensitive account configurations and pricing documentation.
Used in 11 features · click to open
Vendormax
A specific user permission level that grants access to advanced account profile and pricing configurations.
Used in 11 features · click to open
Virtual Assistant (VA)
An automated agent component within the Chat Platform that handles data and user interactions.
Used in 10 features · click to open
Voice module
The specific system component responsible for handling telephony, call transfers, and voice-related analytics.
Used in 1 feature · click to open
Voice Module
The system component dedicated to telephony, call transfers, and voice-based analytics.
Used in 1 feature · click to open
Web crawling
The automated process of ingesting external knowledge by scanning web URLs to train the AI chatbot.
Used in 2 features · click to open
Web Crawling
The automated process of scanning external URLs to ingest content for the chatbot's knowledge base.
Used in 2 features · click to open
Widget
The interactive interface element embedded on websites that allows users to communicate with the AI chatbot.
Used in 91 features · click to open
Jira docs compared with merged PRs from apexchat/apexchat.main · generated 2026-09-29
341
In both
1112
Jira only
50
Code only
12
Contradictions
1870
Unlinked PRs
186
Unlinked areas
Tickets in both sources
Both Jira and the code documentation confirm the implementation of automated chat summarization for VA accounts, with PR #12949 specifically modifying ChatManager.cs to support this.
Jira docs · Chat Platform Data Management
## Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
## CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Both sources identify this as a resolution for a portal UI/access error, with PR #12961 addressing the issue in applicationbase.js.
Jira docs · Chat Platform Data Management
## Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
## CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
CHAT-16325
aligned
[AI - Customize Bot Responses] Customized bot responses disappear occasionally, preventing new responses from being added
Both sources identify the issue as a backend/API synchronization problem; the PR #12956 specifically addresses the caching mechanism in AIChatBotManager.cs to resolve the disappearance of responses.
Jira docs · AI Chatbot Response Management
## Overview
The AI Chatbot Response Management system allows users to train and customize bot interactions through web crawling, document uploads, and manual Q&A configuration. This documentation covers data integrity, UI consistency, error handling, and conversational logic enhancements for the chatbot training interface.
## User Workflow: Managing Custom Responses
1. **Input**: Users navigate to the 'Customize Bot Responses' section to add or edit Q&A pairs.
2. **Validatio…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Both sources confirm the addition of a 'Pricing Notes' field to the Voice section, with PRs #12989, #12971, and #12970 confirming the database and UI implementation.
Jira docs · Voice Dashboard Integration and Configuration
## Overview
This documentation covers updates to the Voice module, including backend analytics integration, account-level pricing documentation, payment processing, UI nomenclature standardization, call transfer configuration, and the expansion of dashboard visibility to partners and customers.
## Pricing Notes Field
Users with 'vendormax' permissions can now document complex, sliding-scale partner pricing directly within the account profile.
- **Location:** Accessible exclu…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
CHAT-16337
aligned
[AI - Script Flow Diagram] Script created through the script flow diagram does not update in the company script section.
Both sources confirm the synchronization of diagram-created scripts with the company script section, supported by changes in AgentScriptManager.cs and ScriptBotFlowManager.cs in PR 12981.
Jira docs · AI Chatbot Script Flow Diagram Documentation
## Overview
The AI Chatbot Script Flow Diagram is a visual interface designed to manage chatbot conversation logic. It allows administrators to map questions, responses, and flow transitions, ensuring that the chatbot behaves consistently across the widget and company script settings.
## Core Functionality
- **Node Management**: Users can create, link, and unlink nodes to define conversation paths. Unlinking is performed by selecting a connection and pressing the 'Backspace'…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
CHAT-16346
aligned
[AI - Script Flow Diagram] A QR added as the starting message in the Script Flow Diagram does not get set as the widget's greeting message.
Both sources confirm that the starting message in the diagram updates the widget's greeting, as implemented in ScriptBotFlowManager.cs in PR 12992.
Jira docs · AI Chatbot Script Flow Diagram Documentation
## Overview
The AI Chatbot Script Flow Diagram is a visual interface designed to manage chatbot conversation logic. It allows administrators to map questions, responses, and flow transitions, ensuring that the chatbot behaves consistently across the widget and company script settings.
## Core Functionality
- **Node Management**: Users can create, link, and unlink nodes to define conversation paths. Unlinking is performed by selecting a connection and pressing the 'Backspace'…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Jira describes UI refinements, but PR #12967 and code docs reveal a significant new 'Customer Pain Points' feature with database schema changes and serialized JSON storage.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Portal Checklist v2 Documentation Update
## Overview
The Portal Checklist v2 capability introduces a configurable "Customer Pain Points" section and enhanced interaction controls for checklist items within the company checklist settings.
## Functionality
- **Configuration Toggle**: Users can enable or disable the "Customer Pain Points" section via a checkbox in the `UsersChecklistPanel`.
- **Custom Notes Management**: When enabled, a specialized UI component (`CheckListCustomerNotes`) allows for the creation, order…
Jira describes minor UI cleanup, while PR #13004 and #12979 implement complex logic for JSON serialization/deserialization and status toggling for checklist items.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Portal Checklist v2 Documentation Update
## Overview
The Portal Checklist v2 capability introduces a configurable "Customer Pain Points" section and enhanced interaction controls for checklist items within the company checklist settings.
## Functionality
- **Configuration Toggle**: Users can enable or disable the "Customer Pain Points" section via a checkbox in the `UsersChecklistPanel`.
- **Custom Notes Management**: When enabled, a specialized UI component (`CheckListCustomerNotes`) allows for the creation, order…
Both sources confirm the resolution of company access issues in the apextest1 environment, with PR #12969 specifically addressing the component registration.
Jira docs · Portal User Access and Security
## Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
## Authentication and Security
### Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
CHAT-16359
code has extra
User is created in the database anyway despite the password validation check fails
While Jira focuses on password validation, the PR #12999 also includes SSO mapping and updates to the CheckListCustomerNotes component not mentioned in the Jira documentation.
Jira docs · Portal User Access and Security
## Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
## Authentication and Security
### Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
Both sources confirm the increase of server data request limits to 100MB, with PRs #13011 and #12991 modifying the Web.config files to implement this change.
Jira docs · ai_chatbot_infrastructure_and_architecture
## Overview
This documentation covers architectural enhancements, infrastructure scaling, and feature updates for the ApexChat AI chatbot ecosystem. These updates focus on improving system reliability, managing AI feature access, and refining the chatbot interaction model.
## Infrastructure and Configuration
- **Request Limits:** The server-side maximum data request length has been increased to 100 MB to accommodate larger file uploads and data payloads.
- **Dependency Manag…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
CHAT-16374
aligned
[Customer Pain Points] No scroller on the customer pain points area in dashboard.
Both sources confirm the implementation of a scrollbar for the Customer Pain Points area, with PR #13010 modifying the application CSS to support this UI requirement.
Jira docs · Agent Dashboard UX Enhancements
## Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
## Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, a…
Code docs · Portal Reporting and Logs Update: AI Token Tracking
## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI ch…
While Jira focuses on attribution logic, the PRs (e.g., 13089) and code documentation reveal additional support for specific Google Ads parameters like 'gad_source' and 'GBRAID' not mentioned in the Jira summary.
Jira docs · Reporting and Analytics Engine Enhancements
## Overview
The Reporting and Analytics Engine provides insights into chat attribution, lead generation, and performance metrics. Recent updates ensure accurate tracking of marketing sources, improved stability for large-scale report generation, and the restoration of legacy report formatting to maintain consistency for partners.
## Attribution Tracking
The system captures the 'medium' and 'source' properties for incoming chats. When a user navigates to the website via an ad…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
While Jira focuses on GenAI access, the PRs (#13215, #13195) reveal significant additional changes to the company model, including new DTOs and database schema updates for voice-related stats and account management that are omitted from the Jira documentation.
Jira docs · ai_chatbot_infrastructure_and_architecture
## Overview
This documentation covers architectural enhancements, infrastructure scaling, and feature updates for the ApexChat AI chatbot ecosystem. These updates focus on improving system reliability, managing AI feature access, and refining the chatbot interaction model.
## Infrastructure and Configuration
- **Request Limits:** The server-side maximum data request length has been increased to 100 MB to accommodate larger file uploads and data payloads.
- **Dependency Manag…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
CHAT-16423
aligned
[VA Accounts - Chat Summarization] The Chat Summary does not appear in the VA accounts HTML lead where the "Copy entire lead to transcript" check is enabled.
Both sources confirm that chat summaries are included in lead emails for VA accounts, supported by PRs #13100 and #13093 which updated the LeadManager logic.
Jira docs · Agent Dashboard UX Enhancements
## Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
## Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, a…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16436
aligned
[Appointment scheduling] Modal Popup is not working for the Appointment Scheduling
Both sources identify the modal popup failure as a primary defect, with PR #13130 and the associated files (QTRenderers.js, appointment_booking_iFrame.htm) confirming the fix for the display and iframe dimensions.
Jira docs · Appointment Scheduler Nylas Integration
## Overview
The Appointment Scheduler integrated with Nylas enables seamless calendar synchronization between visitors and sales representatives. This feature allows visitors to book meetings directly through a chat interface, ensuring that scheduled events are accurately reflected in both the visitor's and the representative's calendars. Administrators can manage multiple scheduling pages to organize different meeting types.
## User Flow
1. **Configuration**: The administra…
Code docs · Appointment Scheduling Nylas - V3 Migration and Provisioning Updates
## Overview
The Appointment Scheduling capability integrates the Nylas Scheduling API into the ApexChat platform. It allows visitors to book, reschedule, and cancel appointments directly through an embedded web interface or a dedicated booking page. The system supports auto-filling visitor information (name, email, phone, address) from chat context and provides a mechanism for users to return to the chat interface after completing a booking.
## System Flow
1. **Initializatio…
Jira documentation describes a general refactor of the internal logging system for the chat widget, whereas PR #13131 specifically modifies the 'GetAgentActivityLoginDetails' stored procedure within the portal reporting database.
Jira docs · Chat Widget Performance and Compatibility
## Overview
This documentation covers recent updates to the chat widget, focusing on browser compatibility, tracking integrity, system observability, and stability improvements for the Windowed Standard display mode.
## Browser Compatibility: Brave Browser
To ensure the chat widget functions in Brave Browser, users must explicitly allow third-party cookies and storage. Brave’s default privacy settings block these elements, which prevents the widget from initializing. Users m…
Code docs · Portal Reporting and Logs Update: AI Token Tracking
## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI ch…
CHAT-16439
aligned
[Appointment Scheduling] Phone number and Address are not displayed on the booking page
Both sources confirm the implementation of phone and address field rendering on the booking page, supported by PR #13145.
Jira docs · Appointment Scheduler UI/UX
## Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
## User Flow
1. **Booking Initiation**: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
2. **Interaction**: Users select dates (mobile/desktop)…
Code docs · Appointment Scheduling Nylas - V3 Migration and Provisioning Updates
## Overview
The Appointment Scheduling capability integrates the Nylas Scheduling API into the ApexChat platform. It allows visitors to book, reschedule, and cancel appointments directly through an embedded web interface or a dedicated booking page. The system supports auto-filling visitor information (name, email, phone, address) from chat context and provides a mechanism for users to return to the chat interface after completing a booking.
## System Flow
1. **Initializatio…
CHAT-16440
aligned
[Appointment Scheduling] Return to Chat button is not displaying after booking on the page
Both sources document the restoration of the 'Return to Chat' button, with PR #13162 modifying the relevant Booking.aspx files.
Jira docs · Appointment Scheduler UI/UX
## Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
## User Flow
1. **Booking Initiation**: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
2. **Interaction**: Users select dates (mobile/desktop)…
Code docs · Appointment Scheduling Nylas - V3 Migration and Provisioning Updates
## Overview
The Appointment Scheduling capability integrates the Nylas Scheduling API into the ApexChat platform. It allows visitors to book, reschedule, and cancel appointments directly through an embedded web interface or a dedicated booking page. The system supports auto-filling visitor information (name, email, phone, address) from chat context and provides a mechanism for users to return to the chat interface after completing a booking.
## System Flow
1. **Initializatio…
CHAT-16441
aligned
[Appointment Scheduling] The Visitor received 2 emails on booking the Appointment
Both sources confirm the suppression of default Nylas emails to prevent duplicates, with PR #13149 modifying the NylasSchedulingService to implement this.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas - V3 Migration and Provisioning Updates
## Overview
The Appointment Scheduling capability integrates the Nylas Scheduling API into the ApexChat platform. It allows visitors to book, reschedule, and cancel appointments directly through an embedded web interface or a dedicated booking page. The system supports auto-filling visitor information (name, email, phone, address) from chat context and provides a mechanism for users to return to the chat interface after completing a booking.
## System Flow
1. **Initializatio…
Both sources identify UI fixes for the Cancel and Reschedule pages, implemented in PR #13144.
Jira docs · Appointment Scheduler UI/UX
## Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
## User Flow
1. **Booking Initiation**: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
2. **Interaction**: Users select dates (mobile/desktop)…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the implementation of NYLAS V3 provisioning, with PR #13214 specifically updating the provisioning page schema and logic.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
CHAT-16455
aligned
[Appointment Scheduler] An Error appears on clicking the Edit action against the booking page
Both sources confirm the resolution of the Edit action error, with PR #13199 updating the SchedulerEditor template.
Jira docs · Appointment Scheduler UI/UX
## Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
## User Flow
1. **Booking Initiation**: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
2. **Interaction**: Users select dates (mobile/desktop)…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
CHAT-16468
aligned
[Appointment Scheduling] The message is not dropped on the Phone number After booking an appointment through the web or SMS chat
Both sources identify the resolution of SMS notification delivery issues, supported by PR #13168 which updated the AppointmentSchedulingManager.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the implementation of conditional loading for GTM tags based on GA4 integration status, as evidenced by the logic in PR #13170 and the Web Widget Configuration documentation.
Jira docs · Chat Widget Performance and Compatibility
## Overview
This documentation covers recent updates to the chat widget, focusing on browser compatibility, tracking integrity, system observability, and stability improvements for the Windowed Standard display mode.
## Browser Compatibility: Brave Browser
To ensure the chat widget functions in Brave Browser, users must explicitly allow third-party cookies and storage. Brave’s default privacy settings block these elements, which prevents the widget from initializing. Users m…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
Both sources document the fix for the booking page removal error, handled in the NylasSchedulingService via PR #13176.
Jira docs · Appointment Scheduler UI/UX
## Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
## User Flow
1. **Booking Initiation**: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
2. **Interaction**: Users select dates (mobile/desktop)…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
CHAT-16491
aligned
[Appointment Scheduling] The Cancel email does not display the correct timings for the rescheduled appointment
Both sources acknowledge the fix for incorrect cancellation email timings, implemented in the AppointmentSchedulingManager via PR #13211.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the standardization of center alignment for scheduler forms, implemented across multiple pages in PR #13187.
Jira docs · Appointment Scheduler UI/UX
## Overview
This documentation covers UI/UX improvements to the Appointment Scheduler, focusing on data visibility, layout alignment, mobile responsiveness, and configuration options for booking, cancellation, and rescheduling.
## User Flow
1. **Booking Initiation**: Users access the scheduler via chat or email. The interface displays contact details (Phone/Address) and provides a responsive calendar for date selection.
2. **Interaction**: Users select dates (mobile/desktop)…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
While Jira mentions the renaming and the new column, PR #13420 also includes significant backend changes to CompanyPayload.cs and CompanyDTO.cs that support broader system-wide data management not detailed in the Jira documentation.
Jira docs · Portal UI Branding and UX Updates
## Overview
This documentation covers recent updates to the Portal UI, focusing on terminology standardization, theme customization, navigation improvements, and chat configuration stability.
## Terminology Standardization
To align with organizational branding, the system-wide role title 'Account Manager' has been renamed to 'Success Professional'. This change is reflected across all UI elements, including the Company tab in both Legacy and New Portals for internal Vendormax…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
CHAT-16511
aligned
[Appointment Scheduling] Scheduling Component Error appears against the rescheduled appointment on the Cancel and Reschedule link
Both sources confirm the fix for the 'Cancel and Reschedule' link error; PR #13179 specifically targets the Reschedule.aspx page.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the implementation of automated cancellation notifications to representatives, supported by PR #13194 which updates the scheduler editor and manager.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the implementation of an 'IsBirthday' flag for date-type questions, with PR 13222 including the necessary database migration and controller updates to support this feature.
Jira docs · System Data Integrity and Lead Management Enhancements
## Overview
This documentation covers recent updates to system data integrity, specifically addressing SQL datetime constraints, birthday identification in portal forms, and secure handling of contact information on the dashboard.
## SQL Datetime Integrity
To prevent `SqlDateTime` overflow exceptions, the system now enforces strict validation on date inputs. Any date value submitted to the database must fall within the range of January 1, 1753, to December 31, 9999. Inputs f…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
PR #13452 confirms the implementation of the 'Allow Credit Card' checkbox enabled by default in QuotePanel.js, matching the Jira documentation.
Jira docs · Billing and Subscription Management Documentation - Batch 8
## Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
## Quoting and Subscription Management
- **Default Settings:** When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- **Quote Formatting:** The sys…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
CHAT-16533
aligned
The voice pricing we input was $1.50/minute but the quote rounded up to $2/minute
PR #13455 addresses the pricing rounding issue in SignUp.aspx, consistent with the Jira documentation regarding per-minute pricing accuracy.
Jira docs · Billing and Subscription Management Documentation - Batch 8
## Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
## Quoting and Subscription Management
- **Default Settings:** When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- **Quote Formatting:** The sys…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
CHAT-16534
aligned
The credit card input field should have an automatic space every 4 characters, so instead of "00010001110011" it would be "0001 0001 1110 0011". It would be easier to read. Ashhad suggested this and it made sense.
PRs #13559 and #13459 implement the 4-digit spacing logic in onboarding.js, directly supporting the Jira documentation requirement.
Jira docs · Billing and Subscription Management Documentation - Batch 8
## Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
## Quoting and Subscription Management
- **Default Settings:** When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- **Quote Formatting:** The sys…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
PRs #13585, #13566, #13536, and #13515 confirm the addition of IP, timestamp, and name tracking fields to the database and SelfServeManager, matching Jira documentation.
Jira docs · Billing and Subscription Management Documentation - Batch 8
## Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
## Quoting and Subscription Management
- **Default Settings:** When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- **Quote Formatting:** The sys…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
PR #13205 implements the logic to clear billing fields and set IsBillingEnabled to false during company duplication, as documented in both Jira and the Portal Company Management code docs.
Jira docs · Billing and Subscription Management Documentation - Batch 8
## Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
## Quoting and Subscription Management
- **Default Settings:** When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- **Quote Formatting:** The sys…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
Both sources document the fix for the unresponsive 'Save' button, with PR #13198 modifying the SchedulerEditor.html template.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
The Jira documentation describes the dashboard encryption logic, and PR 13287 modifies 'SendLeadForm.js', which is the specific client-side file responsible for handling agent-led lead form interactions and field protection.
Jira docs · System Data Integrity and Lead Management Enhancements
## Overview
This documentation covers recent updates to system data integrity, specifically addressing SQL datetime constraints, birthday identification in portal forms, and secure handling of contact information on the dashboard.
## SQL Datetime Integrity
To prevent `SqlDateTime` overflow exceptions, the system now enforces strict validation on date inputs. Any date value submitted to the database must fall within the range of January 1, 1753, to December 31, 9999. Inputs f…
Code docs · Portal Reporting and Logs Update: AI Token Tracking
## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI ch…
Both sources acknowledge the fix for data persistence issues during revert actions, addressed in PR #13207.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the resolution of booking page configuration save failures, handled by the logic in PR #13207.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
CHAT-16547
aligned
[Appointment Scheduling] User cannot reschedule appointment as "Book Now" button is not working
Both sources confirm the restoration of the 'Book Now' button functionality, implemented via PR #13207.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
CHAT-16548
aligned
[Appointment Scheduling] Sales representatives opening hours are set back to the default opening hours on removing and adding the sales representative
Both sources confirm the fix preventing sales representative opening hours from resetting, with PR #13218 updating the scheduling service and manager.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
CHAT-16549
code has extra
[Appointment Scheduling] Adjust the UI of the Appointment booking page on the "Edit" Action
While Jira describes CHAT-16549 as a UI fix for modal scrollbars, PR #13214 reveals the ticket also involved significant backend and database changes to the ProvisioningSchedulingPagesView, which are not mentioned in the Jira documentation.
Jira docs · Appointment Scheduler UI Enhancements
## Overview
The Appointment Scheduler system has undergone significant UI refinements and functional upgrades to transition from legacy Nylas-based scheduling to an internal, proprietary scheduling tool. These updates ensure a consistent user experience across the portal, chat widgets, and onboarding flows, with recent optimizations for mobile responsiveness and layout alignment.
## Key Capabilities
### UI Refinements
- **Dropdown Visibility:** Timezone and language selectio…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the fix for the 'D' key decline shortcut, with PR #13216 updating the ChatManager to correctly handle appointment UUIDs.
Jira docs · Appointment Scheduler Core Logic
## Overview
This document outlines the core logic and functional updates for the Appointment Scheduler module. These updates ensure robust handling of buffer times, reliable configuration persistence, consistent communication, accurate slot availability, and secure authentication.
## Core Functionality
### Buffer Time Management
The system enforces a mandatory buffer period between appointments. While the system previously defaulted to a 30-minute buffer, it now supports cu…
Code docs · WhatsApp Integration Documentation
## Overview
The WhatsApp Integration enables ApexChat to manage business-to-customer communication via the WhatsApp Business API. The system supports tracking WhatsApp-specific metadata, including sender/recipient numbers and message IDs, and integrates with Meta's configuration flow for business account management.
## System Flow
1. **Configuration**: Companies can configure WhatsApp settings via the `CompanyManager`, which supports both manual setup and Meta's Embedded Sig…
CHAT-16557
code has extra
Email notification 'Account with Monthly Billing or Monthly Minimum Deactivated'
While Jira mentions suppressing the email, PR #13510 introduces a 'BillingNotificationEmailAddress' configuration placeholder not explicitly detailed in the Jira documentation.
Jira docs · Billing and Subscription Management Documentation - Batch 8
## Overview
This documentation covers updates to the billing, subscription, and quoting modules, focusing on improving customer clarity, streamlining internal operations, and enhancing data integrity during the company lifecycle.
## Quoting and Subscription Management
- **Default Settings:** When creating a new quote, the 'Allow Credit Card' option is now enabled by default. Users retain the ability to manually disable this flag before saving.
- **Quote Formatting:** The sys…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
While Jira identifies the inability to add new pages, the code documentation and PR #13221 reveal a broader scope involving complex V3 migration logic, GrantId association, and data model updates not mentioned in the Jira summary.
Jira docs · Appointment Scheduler Nylas Integration
## Overview
The Appointment Scheduler integrated with Nylas enables seamless calendar synchronization between visitors and sales representatives. This feature allows visitors to book meetings directly through a chat interface, ensuring that scheduled events are accurately reflected in both the visitor's and the representative's calendars. Administrators can manage multiple scheduling pages to organize different meeting types.
## User Flow
1. **Configuration**: The administra…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
PR #13251 reveals that the 'Rounded Dynamic Plus' theme also triggers a default 'Rounded' Chat Bar border style, a configuration detail omitted from the Jira documentation.
Jira docs · Portal UI Branding and UX Updates
## Overview
This documentation covers recent updates to the Portal UI, focusing on terminology standardization, theme customization, navigation improvements, and chat configuration stability.
## Terminology Standardization
To align with organizational branding, the system-wide role title 'Account Manager' has been renamed to 'Success Professional'. This change is reflected across all UI elements, including the Company tab in both Legacy and New Portals for internal Vendormax…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
While Jira focuses on the agent-facing AI copilot, the PRs (#13308, #13288) reveal significant backend infrastructure for chatbot modes, grid management, and API endpoints not mentioned in the Jira documentation.
Jira docs · Agent Dashboard UX Enhancements
## Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
## Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, a…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Both sources confirm the fix for the Appointment Confirmation form and custom field parsing; PR #13332 modifies the response models and scheduling manager to address this.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
Both sources confirm the implementation of GCLID capture and propagation; PR #13307 specifically addresses the chat.gclid property implementation.
Jira docs · Chat Widget Performance and Security
## Overview
This documentation covers recent updates to the chat widget, focusing on data security, UI behavior, lead tracking, form field capabilities, and analytics integration stability.
## Phone Number Encryption Logic
The system applies encryption to visitor phone numbers based on geographical validation. Encryption is triggered when the visitor's IP-based country ISO code matches the phone number's country code. For US and CA-based companies, encryption is applied if t…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
Both sources confirm the addition of the isBirthday flag for datetime questions, supported by database schema changes in PR #13338 and #13327.
Jira docs · Chat Widget Performance and Security
## Overview
This documentation covers recent updates to the chat widget, focusing on data security, UI behavior, lead tracking, form field capabilities, and analytics integration stability.
## Phone Number Encryption Logic
The system applies encryption to visitor phone numbers based on geographical validation. Encryption is triggered when the visitor's IP-based country ISO code matches the phone number's country code. For US and CA-based companies, encryption is applied if t…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Jira documentation identifies this as adding custom Q&A pairs, which is supported by PR #13260 introducing ChatBotQuestionController.
Jira docs · Conversational AI Chatbot API and Integration Documentation
## Overview
The Conversational AI framework has been enhanced to transition from legacy company-key based authentication to a modern, chatbot-centric invitation model. This update introduces robust API endpoints for managing business information, custom question-answer pairs, and automated prompt generation for lead qualification and mandatory questioning.
## Core Capabilities
- **Chatbot-Centric Initiation**: Chat sessions now initiate via chatbot identifiers rather than le…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
PR #13426 confirms the Fax field was changed to an optional field in VoiceForm.js.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
PR #13466 implements the admin-only edit restriction for call forwarding in VoiceForm.js.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
CHAT-16593
aligned
Voice Onboarding - remove the firm transfer option & modify Call Transfer enabled
PR #13530 removes the firm transfer number and adds hours tracking via new database tables and DTO updates.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
PR #13409 addresses saving issues in the Voice tab by updating the VoiceRequestDTO.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
Both sources confirm the implementation of a backend data migration process from v2 to v3, supported by PRs 13275 and 13264 which introduce migration logs and controller updates.
Jira docs · Appointment Scheduler v3 Migration and Sync Documentation
## Overview
The Appointment Scheduler v3 migration ensures seamless compatibility with the updated Nylas v3 infrastructure. This update addresses critical data integrity, API routing, and provisioning issues encountered during the transition from v2 to v3, ensuring that appointment pages, Outlook representative authorizations, and scheduling configurations remain functional across environments.
## Key Capabilities
- **Unique Slug Generation:** Prevents collision errors by ap…
Code docs · Appointment Scheduling Nylas V3 Integration
## Overview
This capability integrates the Nylas V3 scheduling engine into the ApexChat platform. It enables users to create, manage, reschedule, and cancel appointments through a web-based interface. The system supports provisioning of scheduling pages, synchronization of sales representative availability, and automated email/SMS notifications for appointment lifecycle events.
## System Flow
1. **Provisioning**: Administrators configure scheduling pages via the portal, whic…
While Jira covers the greeting message API, the PRs (#13266, #13267) also include significant logic for MustAskQuestion management and API qualification models not explicitly detailed in the Jira summary.
Jira docs · Conversational AI Chatbot API and Integration Documentation
## Overview
The Conversational AI framework has been enhanced to transition from legacy company-key based authentication to a modern, chatbot-centric invitation model. This update introduces robust API endpoints for managing business information, custom question-answer pairs, and automated prompt generation for lead qualification and mandatory questioning.
## Core Capabilities
- **Chatbot-Centric Initiation**: Chat sessions now initiate via chatbot identifiers rather than le…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16601
code has extra
[Customer Portal] [Nylas v3] Error when adding an appointment page from the customer portal after migration from v2 to v3 for Nylas.
While Jira focuses on API compliance, the PRs (13356, 13373) reveal extensive configuration management across multiple environments (staging, azure, beta) not mentioned in the Jira documentation.
Jira docs · Appointment Scheduler v3 Migration and Sync Documentation
## Overview
The Appointment Scheduler v3 migration ensures seamless compatibility with the updated Nylas v3 infrastructure. This update addresses critical data integrity, API routing, and provisioning issues encountered during the transition from v2 to v3, ensuring that appointment pages, Outlook representative authorizations, and scheduling configurations remain functional across environments.
## Key Capabilities
- **Unique Slug Generation:** Prevents collision errors by ap…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources confirm the implementation of searching, sorting, and filtering for the chatbot grid, supported by PRs #13301 and #13281.
Jira docs · Conversational AI Chatbot API and Integration Documentation
## Overview
The Conversational AI framework has been enhanced to transition from legacy company-key based authentication to a modern, chatbot-centric invitation model. This update introduces robust API endpoints for managing business information, custom question-answer pairs, and automated prompt generation for lead qualification and mandatory questioning.
## Core Capabilities
- **Chatbot-Centric Initiation**: Chat sessions now initiate via chatbot identifiers rather than le…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
#13304 Tas/CHAT-16608 - fixed typo
#13303 Task/CHAT-16608 - fixed enums
#13301 Task/CHAT-16608 - fixed Chatbot Grid filter issue
#13292 Task/CHAT-16608 - created view for ChatBot grid
#13289 Task/CHAT-16608 Added missing columns
#13284 Task/CHAT-16608 - refactored
#13281 Task/conversational ai chat 16608 chatbots grid search
CHAT-16609
aligned
[Appointment Scheduling v3] Phone and Address fields do not autopopulate from the dashboard to Nylas calendar when labels are changed in Nylas settings.
Both sources confirm the resolution of phone/address field auto-population issues; PR #13313 updates the NylasSchedulingService and booking page scripts.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16610
aligned
[Appointment scheduler v3] Email Subject does not appear in the Add Reminder modal for default reminders when creating a new appointment page.
Both sources identify the fix for the missing Email Subject field in the Add Reminder modal; PR #13313 includes the necessary updates to the scheduling panel.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources confirm the implementation of strict alphanumeric validation for the company key field, supported by PRs #13328, #13305, and #13298.
Jira docs · Portal Onboarding and Settings Documentation
## Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
## Onboarding and Portal Configuration
### Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions a…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
Both sources describe the creation of dedicated API endpoints for chatbot website integration, confirmed by PR #13285.
Jira docs · Conversational AI Chatbot API and Integration Documentation
## Overview
The Conversational AI framework has been enhanced to transition from legacy company-key based authentication to a modern, chatbot-centric invitation model. This update introduces robust API endpoints for managing business information, custom question-answer pairs, and automated prompt generation for lead qualification and mandatory questioning.
## Core Capabilities
- **Chatbot-Centric Initiation**: Chat sessions now initiate via chatbot identifiers rather than le…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16614
code has extra
[Appointment Migration] An error appears in the console on Edit action against old pages also the Scheduling configuration API shows a 404
Jira describes this as a fix for 404 errors, but the PRs (13371, 13370, 13309) show significant additional work on provisioning logic, UI templates, and new database tables for provisioning migration logs.
Jira docs · Appointment Scheduler v3 Migration and Sync Documentation
## Overview
The Appointment Scheduler v3 migration ensures seamless compatibility with the updated Nylas v3 infrastructure. This update addresses critical data integrity, API routing, and provisioning issues encountered during the transition from v2 to v3, ensuring that appointment pages, Outlook representative authorizations, and scheduling configurations remain functional across environments.
## Key Capabilities
- **Unique Slug Generation:** Prevents collision errors by ap…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
#13457 CHAT-16734
#13428 CHAT-16705
#13411 CHAT-16696
#13399 CHAT-16684
#13394 CHAT-16689
#13389 reminderSecret
#13386 CHAT-16669
#13380 CHAT-16669
#13371 Migration Work
#13370 CHAT-16670 CHAT-16669 ProvisioningSchedulingPage Migration
#13352 ErrorLog
#13351 ErrorLog
#13350 updated config
#13340 update keys for v3 stage
#13332 CHAT-16580
#13330 CHAT-16652
#13324 CHAT-16647
#13322 CHAT-16647
#13320 CHAT-16640
#13313 CHAT-16609 CHAT-16610
#13309 CHAT-16644 CHAT-16643
#13299 Task/CHAT-16614
#13295 Task/CHAT-16614
While Jira mentions tiered pricing, PR #13441 explicitly notes the removal of tiered pricing in favor of partner-specific logic.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
Multiple PRs (e.g., #13592, #13549) confirm the addition of the appointment scheduling section and associated database tables.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
#13608 Task/CHAT-16619 fixed flag issue in company voice tab
#13592 Task/CHAT-16619 added appointment section in company voice t
#13562 Bug/CHAT-16619 conversational ai suggest message to agent
#13557 Task/CHAT-16619 recreated sql files
#13554 Task/CHAT-16619 removed and renamed a column name
#13553 Task/CHAT-16619 fixed build issue
#13549 Task/CHAT-16619 Added appointment section in provisioning vo
PRs #13533 and #13425 confirm the correction of UI labels and typos in the VoiceForm.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
PRs #13467 and #13445 confirm the addition of new service options to the Voice Services enum.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
Both sources document the integration of suggestive chatbot lists within the portal's company settings, confirmed by PR #13308.
Jira docs · Portal Onboarding and Settings Documentation
## Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
## Onboarding and Portal Configuration
### Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions a…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16640
aligned
[Appointment v3] The timezone field in the Booking Reminder form is displaying Timezone code instead of the actual Timezone.
Both sources confirm the fix for displaying actual timezone names in booking reminders, supported by PR 13320 which modifies the relevant HTML templates.
Jira docs · Appointment Scheduler v3 Core Documentation
## Overview
The Appointment Scheduler v3 provides a robust framework for managing visitor bookings, representative assignments, and calendar synchronization. This update ensures accurate timezone handling, correct representative identification, and seamless lead processing.
## Core Functionality
### Timezone Management
The system now accurately captures and displays timezones in both Booking Confirmation and Booking Reminder forms. The internal timezone database has been syn…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16643
aligned
[Appointment Migration] An error appears in the console on saving the changes against the old pages also the Scheduling API shows a 400
Both sources confirm the fix for 400 API errors and console issues during the save process for migrated pages, as evidenced by PR 13309.
Jira docs · Appointment Scheduler Migration and Sync
## Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
## Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new sche…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16644
aligned
[Appointment Migration] An error appears on adding the sales representative to the old pages
Both sources document the resolution of errors when adding sales representatives to migrated pages, supported by the shared scope of PR 13309.
Jira docs · Appointment Scheduler Migration and Sync
## Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
## Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new sche…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources confirm the implementation of CRUD operations for ChatbotPlugins and ChatbotCallConnects, supported by PR #13312.
Jira docs · AI Chatbot Integration Management
## Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management, refined UI/UX handling for VideoGreet widgets, and improved multi-language transfer st…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Both sources document the creation of an API endpoint for updating chatbot status, confirmed by PR #13316.
Jira docs · AI Chatbot Integration Management
## Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management, refined UI/UX handling for VideoGreet widgets, and improved multi-language transfer st…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16647
aligned
[Appointment Scheduler v3] The cancel and reschedule links inside the booking reminder forms are displaying Scheduling Component Error.
Both sources acknowledge the fix for 'Scheduling Component Error' on cancel/reschedule links, with PRs 13324 and 13322 implementing the necessary data and mapper changes.
Jira docs · Appointment Scheduler Migration and Sync
## Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
## Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new sche…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16652
aligned
[Appointment Scheduling v3] Incorrect Representative Name Appears in Booking Confirmation Form
Both sources confirm the resolution of incorrect representative names in booking forms, with PR 13330 updating the core scheduling manager and service logic.
Jira docs · Appointment Scheduler v3 Core Documentation
## Overview
The Appointment Scheduler v3 provides a robust framework for managing visitor bookings, representative assignments, and calendar synchronization. This update ensures accurate timezone handling, correct representative identification, and seamless lead processing.
## Core Functionality
### Timezone Management
The system now accurately captures and displays timezones in both Booking Confirmation and Booking Reminder forms. The internal timezone database has been syn…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
While Jira focuses on UI inconsistencies, the PRs (13370, 13380, 13386) reveal significant backend infrastructure changes, including new database tables for migration logs and provisioning logic not detailed in Jira.
Jira docs · Appointment Scheduler Migration and Sync
## Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
## Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new sche…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16670
aligned
[Appointment Migration] Phone number is not auto-populate to the migrated appointment page
Both sources identify the fix for phone number auto-population issues on migrated pages, with PR 13370 modifying the relevant booking and migration logic.
Jira docs · Appointment Scheduler Migration and Sync
## Overview
This documentation covers the migration process and synchronization behavior for the Appointment Scheduler as it transitions from Nylas V2 to V3. The migration ensures that legacy appointment pages are compatible with the updated scheduling infrastructure, though specific constraints apply to legacy configurations.
## Migration and Configuration Flow
When migrating appointment pages from V2 to V3, the system attempts to map existing configurations to the new sche…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources confirm the fix for appointment duration settings during provisioning, with PR 13399 updating the scheduling service and request models.
Jira docs · Appointment Scheduler v3 Core Documentation
## Overview
The Appointment Scheduler v3 provides a robust framework for managing visitor bookings, representative assignments, and calendar synchronization. This update ensures accurate timezone handling, correct representative identification, and seamless lead processing.
## Core Functionality
### Timezone Management
The system now accurately captures and displays timezones in both Booking Confirmation and Booking Reminder forms. The internal timezone database has been syn…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16689
code has extra
[Appointment Scheduler v3] Reschedule and Cancel links are missing in the calendar event for Appointment Scheduler v3.
While Jira docs mention the addition of links, the code docs and PR 13394 reveal a more extensive implementation involving multiple new ASPX pages and utility service updates not fully detailed in the Jira summary.
Jira docs · Appointment Scheduler v3 Core Documentation
## Overview
The Appointment Scheduler v3 provides a robust framework for managing visitor bookings, representative assignments, and calendar synchronization. This update ensures accurate timezone handling, correct representative identification, and seamless lead processing.
## Core Functionality
### Timezone Management
The system now accurately captures and displays timezones in both Booking Confirmation and Booking Reminder forms. The internal timezone database has been syn…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
While Jira only mentions parsing double-pipe characters, the PRs (13580, 13564, 13487) and code documentation reveal a much broader SMS infrastructure including attachment handling, throttling, and web-to-SMS transfer logic not mentioned in the Jira ticket.
Jira docs · System Reporting, Compliance, and SMS Messaging Updates
## Overview
This documentation covers recent updates to the system reporting infrastructure, administrative host management, ADA compliance standards for the chat widget, and SMS message formatting.
## Host Priority Management
Internal administrators can now categorize hosts within the legacy admin portal. A new 'Priority' column has been added to the host grid, featuring a dropdown menu with the following options:
- New client
- High
- Medium
- Low
## ADA Compliance in Ch…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
CHAT-16694
code has extra
Onboarding quote - Adjust the logic to not pull special characters from the company name into the company key
While both sources confirm the alphanumeric sanitization logic, the code documentation (via PR #13328, #13305, #13298) indicates that strict validation was also implemented, which is not mentioned in the Jira documentation.
Jira docs · Billing and Onboarding Tools Documentation
## Overview
This documentation covers recent updates to the billing and onboarding modules, focusing on data integrity in pricing lists, dynamic tier pricing for voice services, and automated company key generation.
## Company Pricing List Integrity
The system now ensures that the 'Amount' column correctly reflects the 'Rate' when the quantity is set to 1. Previously, discrepancies occurred in the CompanyPricingList, which have been resolved to ensure accurate billing calcul…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
CHAT-16696
aligned
[Appointment scheduling] The meeting detail date and time are displayed wrong in the reminders of rescheduled meetings for the Sales Rep
Both sources confirm the fix for incorrect meeting times in sales representative reminders, addressed in the AppointmentSchedulingManager.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources document the resolution of invalid reminder times in emails, with PR #13460 specifically targeting the utility service for this fix.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources confirm the integration of dedicated endpoints for managing chatbot prompts, supported by PRs #13446 and #13417.
Jira docs · AI Chatbot Integration Management
## Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management, refined UI/UX handling for VideoGreet widgets, and improved multi-language transfer st…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16705
aligned
[Appointment Scheduler] Appointment page on save revert appointment time duration
Both sources confirm the fix for appointment settings reverting to defaults, addressed by PR #13428 in the scheduler editor scripts.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16706
aligned
[Appointment Scheduling] white label links are not displayed in the calendar for appointment booking
Both sources confirm the fix for white label link rendering, implemented via PR #13469 in the AppointmentSchedulingGrid and editor templates.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16734
aligned
[Appointment v3] Unable to scroll and select slots on Appointment Scheduler v3 on mobile
Both sources confirm the implementation of smooth scrolling for mobile devices; PR #13457 specifically targets the Booking.aspx file for these UI improvements.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
CHAT-16750
aligned
[Appointment Scheduler] The time zone is displayed twice on the Leads and Chats widget tabs
Both sources confirm the removal of duplicate timezone displays, handled by PRs #13482 and #13483 in the AppointmentSchedulingManager.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
Both sources confirm the implementation of CSP compatibility via nonce attribute injection, supported by multiple PRs including #13486 and #13720.
Jira docs · Portal User Access and Security
## Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
## Authentication and Security
### Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
CHAT-16757
code has extra
Once minimized, the video greet shows the QR instead of the Prechat on a desktop.
The Jira documentation for Batch 16 does not mention the Video Greet fix, while the code documentation explicitly lists CHAT-16757 and PR #13410 as addressing the minimized state behavior.
Jira docs · Chat Widget Visitor UI/UX Enhancements - Batch 16
## Overview
This documentation covers the UI/UX improvements and bug fixes for the visitor-facing chat widget. These updates focus on refining the 'Switch to Text' functionality, improving Quick Reply (QR) interactions, standardizing design elements, and ensuring consistent behavior across different widget modes (embedded, windowed, and mobile).
## Core Functionality Updates
### Switch to Text
- **Animation & Interaction:** The 'Switch to Text' overlay now triggers a smooth…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
Both Jira and code documentation (PR #13184) identify this as a UI fix for credit card field text display.
Jira docs · Billing and Subscription Management
## Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation. The system now supports multi-provider billing configurations at the account level.
## Core Capabilities
### Subscription and Produc…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
Both sources identify the resolution of service value errors during company profile updates, with PR #13476 modifying the CompanyForm.js script.
Jira docs · Portal User Access and Security
## Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
## Authentication and Security
### Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
Jira documentation frames this as a resolution to a 500 error in a Stripe-integrated portal, while the PR #13478 is a targeted fix for a specific CreditCardSession.aspx.cs file, lacking evidence of the broader Stripe integration scope described.
Jira docs · Billing and Subscription Management
## Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation. The system now supports multi-provider billing configurations at the account level.
## Core Capabilities
### Subscription and Produc…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm the resolution of SMS-routed chat assignment failures, with the Jira documentation detailing the placeholder text injection and the PR #13514 modifying the TwilioSmsRequest logic to handle these edge cases.
Jira docs · System Health and Monitoring Documentation
## Overview
This documentation covers system health monitoring initiatives, including automated connector validation, stability fixes for reporting, chat widget services, SMS-routed chat edge cases, and UI rendering adjustments for embedded components.
## Automated Connector Health Checks
To prevent data loss (e.g., lead capture failures in Facebook connectors), the system implements a daily automated health check. This process proactively monitors the status of all active t…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
Both sources confirm the synchronization of system message timezones, implemented in PR #13491 across multiple scheduling service and manager files.
Jira docs · Appointment Scheduler Logic and Notifications
## Overview
This documentation covers the logic, notification workflows, and data integrity improvements for the Appointment Scheduler feature. These updates ensure consistent communication, accurate lead data handling, and reliable White Glove service operations.
## Appointment Notification Workflow
When an appointment is booked, the system triggers a unified notification process. To prevent duplicate or incomplete communications, the system suppresses third-party (Nylas) e…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
Both sources acknowledge the fix for white space issues in the white-glove service booking flow; PR #13496 updates the Booking and Reschedule pages.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
Both sources confirm the fix for Company Logo URL rendering; PR #13491 updates multiple files including the SchedulerEditor template and scheduling services.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
PR #13504 confirms the change of the anticipated minute usage field to accept text input.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
CHAT-16794
aligned
[Appointment Scheduler] Appointment page white space issue - Modal Popup and New tab
Both sources confirm the resolution of white space issues in modal and new tab views; PR #13496 addresses these layout adjustments in the booking and reschedule pages.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
While Jira mentions the notification, the code docs provide broader context on account lifecycle management and specific manager-level implementation in PR #13583.
Jira docs · Portal Onboarding and Settings Documentation
## Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
## Onboarding and Portal Configuration
### Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions a…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-16797
aligned
[Appointment Scheduling v3] Remove or Update Organizer Email in Scheduler Editor to Avoid Confusion
Both sources confirm the removal of the Organizer Email field from the Scheduler Editor; PR #13513 modifies the schedulereditor.js file to implement this change.
Jira docs · Appointment Scheduler v3 UI and Functionality
## Overview
The Appointment Scheduler v3 provides a robust interface for managing visitor bookings, service types, and automated reminders. This update ensures parity with v2 functionality while resolving critical data synchronization, UI display, and mobile responsiveness issues.
## Visitor Experience
Visitors can interact with the scheduling interface via a new tab or a modal pop-up. The interface is optimized for mobile devices, allowing for smooth scrolling through avail…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
Both sources confirm the fix for lead pricing round-off issues, with PR #13502 targeting the SignUp.aspx page.
Jira docs · Chat Platform Data Management
## Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
## CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm the automated generation of company keys during the onboarding process, with PR #13526 handling the provisioning logic.
Jira docs · Portal Onboarding and Settings Documentation
## Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
## Onboarding and Portal Configuration
### Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions a…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-16825
aligned
[Voice] Duplicate radio buttons are displayed in the Pricing section for the Account and the Provisioning
PR #13506 confirms the removal of duplicate radio buttons in the Pricing section.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
Both sources confirm the update to the support email address for dashboard issue reporting, with PR #13508 applying these changes to the application configuration files.
Jira docs · Agent Dashboard UX Enhancements
## Overview
The Agent Dashboard UX Enhancements initiative focuses on improving agent productivity, communication clarity, and interface reliability through intelligent writing assistance, modernized chat layouts, and robust data handling.
## Predictive Text & Conversational AI
The system provides real-time, context-aware text suggestions to accelerate response times. As an agent types, the system analyzes the conversation context and personal usage patterns. Additionally, a…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
PR #13525 confirms the addition of the SetupFee field to the provisioning and company data models.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
Jira documentation describes CHAT-16856 as a fix for a critical exception preventing chat initiation in windowed mode, whereas the associated PRs (e.g., #13733, #13655) and code documentation explicitly identify the fix as a CORS origin configuration update.
Jira docs · Chat Widget Pop-out and Windowed Mode Functionality
## Overview
The Chat Widget supports flexible viewing modes, including a 'Windowed Mode' for embedded experiences and a 'Pop-out' feature that allows users to move the conversation into a separate browser window. Recent updates ensure stability, UI consistency, and reliable message synchronization across these modes.
## User Flow
1. **Initialization**: The user triggers the chat widget. In Windowed Mode, the system initializes the session without redirection errors.
2. **Int…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
#13733 Bug/CHAT-16856-cors-error-fix-beta
#13709 Bug/Chat-16856-CORS-Fixed-For-Staging
#13708 Bug/Chat-16856-CORS-Fix-For-Staging-Neww
#13707 Bug/Chat-16856-Cors-fix-new
#13706 Bug/chat-CORS-fix-corestage
#13705 Bug/Chat-16856-Cors-fix-6
#13704 Bug/chat-16856 cors resolved over staging
#13699 Bug/Chat-CORS-Fix-Staging
#13698 Bug/Chat-16856-Corestage-Error-Staging
#13697 Bug/chat-16856-cors resolved-over-staging
#13694 Bug/CHat-16856-CORs-upd
#13691 Bug/chat-16856 cors resolved over staging
#13690 Bug/chat-16856-cors-resolved-over-staging
#13689 Bug/chat 16856-CORS-resolved-over-staging
#13655 CHAT-16856 allow number in domain like 'https://invitation.a
PR #13527 confirms the renaming of the host-level flag from 'Voice Onboarding' to 'Voice'.
Jira docs · Voice Onboarding and Configuration
## Overview
This documentation outlines the updates to the Voice Onboarding and Configuration module, covering enhancements to data entry, pricing structures, administrative workflows, and legacy system parity in both the legacy and new portals.
## Key Features and Enhancements
### Field Validation and Data Entry
- **Fax Number:** The Fax number field is no longer mandatory.
- **Call Forwarding:** Restricted to internal admin users; locked/greyed out for partners and sales…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
Jira mentions the email update, but the code docs and PR #13555 reveal the underlying AuthenticationManager changes that facilitate broader user creation workflows.
Jira docs · Portal Onboarding and Settings Documentation
## Overview
This documentation covers updates to the New Portal, focusing on onboarding visibility, AI script visualization, quote validation, intelligent chatbot suggestions, and automated account lifecycle notifications.
## Onboarding and Portal Configuration
### Appointment Scheduling and Voice Tabs
The New Portal onboarding section displays 'Appointment Scheduling' and 'Voice' tabs when enabled at the host level. If these tabs are missing, ensure host-level permissions a…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm the resolution of the 'Invalid column name' error for the SetupFee field, with PR #13529 providing the necessary SQL migration scripts to fix the database schema.
Jira docs · Voice Onboarding Pricing Configuration Updates
## Overview
This documentation covers recent updates to the Voice Onboarding and Pricing configuration modules. These changes address critical database schema errors during provisioning and refine the visibility of setup fees within the account pricing interface.
## Provisioning and Company Configuration
The system now correctly handles the 'Setup Fee' field during the provisioning of new companies. Previously, an 'Invalid column name' error prevented users from saving chang…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
CHAT-16868
contradiction
[Voice] By default, the "setup fee" value is displayed in the Pricing section for voice
Jira claims the field is hidden to prevent confusion, while the code documentation and PR #13534 indicate the fix was actually to prevent incorrect form binding that caused data overwriting issues.
Jira docs · Voice Onboarding Pricing Configuration Updates
## Overview
This documentation covers recent updates to the Voice Onboarding and Pricing configuration modules. These changes address critical database schema errors during provisioning and refine the visibility of setup fees within the account pricing interface.
## Provisioning and Company Configuration
The system now correctly handles the 'Setup Fee' field during the provisioning of new companies. Previously, an 'Invalid column name' error prevented users from saving chang…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
CHAT-16876
aligned
[Onboarding] The user is unable to create onboarding due to an Invalid column name error
Both sources identify the resolution of 'Invalid column name' errors during onboarding, supported by PR #13538 which handles nullable fields in the SelfServeManager.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
While Jira mentions the timezone requirement, the code docs and PR #13563 reveal extensive underlying changes to representative management models and controllers that are not detailed in the Jira documentation.
Jira docs · Voice Dashboard Integration and Configuration
## Overview
This documentation covers updates to the Voice module, including backend analytics integration, account-level pricing documentation, payment processing, UI nomenclature standardization, call transfer configuration, and the expansion of dashboard visibility to partners and customers.
## Pricing Notes Field
Users with 'vendormax' permissions can now document complex, sliding-scale partner pricing directly within the account profile.
- **Location:** Accessible exclu…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
Both sources confirm the implementation of dynamic pre-chat header customization; Jira docs mention configuration via 'Invitation Template' in Profile Settings, which is supported by the PRs #13667, #13616, and #13607 modifying ProfileDTO and InvitationTemplates.js.
Jira docs · Chat Widget Interaction Flows
## Overview
This documentation covers the modernization of the chat widget interaction flows, focusing on updated UI components, improved selection mechanisms, and refined user feedback loops. These updates align the widget with contemporary design standards, ensuring visual consistency and improved usability across desktop and mobile platforms. It also addresses session lifecycle management and dynamic configuration options for pre-chat and onboarding elements.
## Multi-Sel…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
CHAT-16904
aligned
[HelloSign] Need to have two dynamic field i.e. "Date of Death" & "Place of Incident"
Both sources confirm the implementation of 'Date of Death' and 'Place of Incident' dynamic fields for the HelloSign service, with PR #13572 specifically addressing these requirements in the HelloSignService.cs file.
Jira docs · Document Signing Integration
## Overview
The Document Signing integration allows users to send and manage retainer agreements and other legal documents directly through the platform using HelloSign and DocuSign. This feature streamlines the onboarding process by enabling secure, electronic signatures for prospects and supports dynamic data mapping for specialized legal forms.
## User and System Flow
1. **Initiation**: The user initiates a document send request (e.g., a Retainer Doc) from within the port…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Both sources confirm the addition of 'Active Status' and 'Account Manager' columns to the Facebook report, supported by changes in FacebookManager.cs and FacebookDebugLineItem.cs in PR #13611.
Jira docs · Chat Platform Data Management
## Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
## CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has…
Code docs · Facebook Chat Integration Documentation
## Overview
The Facebook Chat integration facilitates communication between agents and Facebook Messenger users. The system utilizes the Facebook Graph API (v23.0) for all communication, authentication, and page management. Integration errors are surfaced directly in the UI to assist with troubleshooting.
## System Flow
1. Incoming webhooks are processed asynchronously via `FacebookHandler` (using `HttpTaskAsyncHandler`).
2. The `FacebookManager` validates incoming data. Ech…
Jira documentation describes CHAT-16922 as part of a Chat Widget UI update, while the PR #13603 and code documentation associate the same ticket with Portal Voice Onboarding and backend DTO changes.
Jira docs · Chat Widget Form Validation and UI Enhancements
## Overview
This documentation covers the enhancements and bug fixes for chat widget input forms and Quick Replies (QRs). These updates ensure consistent UI styling, robust field-level validation, and improved user experience for data collection fields including Name, Phone, Email, Region, Date of Birth (DOB), and various Quick Reply types.
## User Flow
1. **Form Initialization**: The system renders fields with standardized placeholders and removes redundant whitespace.
2. *…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
CHAT-16924
code has extra
As a business I would like to see the visitor's number directly for Call Connect
While both sources confirm the addition of the 'VisitorNumberToBusiness' flag, the code documentation (via PR 13959) reveals this is part of a broader 'Chat Lead Attribution Analytics' system that manages complex lead processing and email automation, which is entirely omitted from the Jira documentation.
Jira docs · CRM and Integration Services
## Overview
This documentation covers the CRM and Integration Services module, focusing on Twilio SMS management, Call Connect functionality, external CRM connectivity, and calendar synchronization capabilities.
## Twilio SMS Management
The system provides integrated SMS capabilities via Twilio. To ensure reliable communication, the system monitors the status of Twilio phone numbers.
### SMS Status and Error Handling
- **Verification:** Twilio numbers must maintain a 'Verif…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both sources confirm the resolution of script tree navigation issues; PR #13716 implements the null-check mentioned in the code documentation to prevent errors.
Jira docs · AI Chatbot Script Flow Management
## Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
## Core Functionality
### Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign action…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Jira documentation specifies sanitization of ScriptVisitorResponse, which is confirmed by PRs #13730 and #13663 modifying ChatManager.cs and Utilities.cs for encoding.
Jira docs · AI Chatbot Script Flow Management
## Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
## Core Functionality
### Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign action…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
Both sources confirm this ticket addresses a UI bug where pricing radio buttons were not correctly marked for legacy accounts, with PR #13679 modifying the VoiceForm.js.
Jira docs · Billing and Subscription Management
## Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation. The system now supports multi-provider billing configurations at the account level.
## Core Capabilities
### Subscription and Produc…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
CHAT-16957
code has extra
Accounting - adjust the terms and conditions text - add additional sentence
While Jira mentions adding liability clauses, PR #13756 reveals that the implementation also involved adding specific business name logic to the Terms and Conditions, which was omitted from the Jira description.
Jira docs · Billing and Subscription Management
## Overview
This documentation outlines the architectural and functional requirements for the modernized billing and subscription management system. The system leverages Stripe as the primary engine for product definition, metered usage tracking, and invoice generation, while integrating with QuickBooks Online (QBO) for revenue reconciliation. The system now supports multi-provider billing configurations at the account level.
## Core Capabilities
### Subscription and Produc…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm the implementation and subsequent reversion of the 'Voice Viewer' role, as evidenced by PR #13784 and #13981.
Jira docs · Voice Onboarding: LAN Line Detection and Opt-in Restriction
## Overview
To prevent SMS delivery failures and improve data integrity, the system now includes a validation mechanism to detect Landline (LAN) numbers during the voice onboarding process. When a number is identified as a landline, the system restricts the user from opting the customer into text messaging services.
## System Behavior
When a user enters a phone number during the onboarding flow, the system performs a real-time lookup to determine if the line type is a landli…
Code docs · Portal Voice Onboarding
## Overview
The Portal Voice Onboarding capability provides a structured interface for configuring voice-related services for companies. It allows administrators to manage pricing tiers, call volume expectations, and call transfer settings, including specific timezone configurations for voice representatives.
## System Flow
1. **Configuration**: Administrators access the Voice tab within the portal to define pricing structures (Tier-Pricing or Per-min Pricing) and setup fees…
While Jira focuses on VideoGreet parity, PRs #13845 and #13846 include significant AI conversation management logic and empty response handling not mentioned in the Jira documentation.
Jira docs · AI Chatbot VideoGreet Integration
## Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
## User Flow
1. **Initiation**: The user triggers a new chat session, loading the VideoGreet widget.
2. **State Handling**: The syste…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
#13848 checkConvertToSms selection.actions null check
#13846 Bug/chat 16989 video greet issues windowed mode
#13845 if AI response is Empty ignore it
#13844 options not appearing of suggestive bot AI
#13842 change beta to apexbeta.xyz
#13838 Bug/chat 16989 video greet issues windowed mode
#13818 Bug/Chat-16989-VideoGreet-DataSet added for Windowed Chat
#13816 Bug/Chat-16989-close(cross) button fixed in windowed mode
Both sources confirm the update to CVV validation for 4-digit codes, implemented in PR #13722 within the onboarding script.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-17028
aligned
[Appointment Scheduling] Appointment slots not visible until navigating away and returning
Both sources confirm the fix for appointment slot visibility issues, with PRs #13729 and #13727 specifically targeting the Booking and Reschedule pages.
Jira docs · Appointment Scheduler Booking Logic Documentation
## Overview
The Appointment Scheduler provides a streamlined interface for users to book, manage, and cancel appointments directly within the chat interface. This system ensures data integrity between the scheduling UI, the calendar backend, and the chat messaging stream.
## User Flow
1. **Initialization**: The user accesses the scheduling page. The system fetches and displays available time slots immediately upon landing.
2. **Selection**: The user selects a preferred time…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
CHAT-17033
code has extra
[Mobile & Web] Tapping on "MC single option {Non List}" displays "undefined" on the dashboard
While both sources acknowledge the fix for the 'undefined' error in Multiple Choice options, the code documentation reveals that the issue also affected the agent dashboard chat room title rendering (CHAT-17741), which is omitted from the Jira documentation.
Jira docs · Mobile Chat Widget UI/UX Enhancements and Stability Updates
## Overview
This documentation covers a series of stability and UI/UX improvements for the mobile chat widget, focusing on message synchronization, component rendering, and interaction consistency across legacy and new widget configurations.
## Key Capabilities
- **Message Synchronization:** Ensures agent messages update correctly in real-time on mobile devices following visitor interaction.
- **Component Rendering:** Resolves display issues for chat bars, Quick Replies (QR)…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Jira docs omit this ticket entirely, while PR #13948 confirms updates to the Call Connect pop-up message in the agent dashboard.
Jira docs · Agent Dashboard and Chat UX Enhancements - Batch 20
## Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
## Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop,…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Jira documentation and PRs #14205 and #14201 consistently describe the implementation of cancellation email triggers and chat status updates.
Jira docs · Appointment Scheduler Booking Logic Documentation
## Overview
The Appointment Scheduler provides a streamlined interface for users to book, manage, and cancel appointments directly within the chat interface. This system ensures data integrity between the scheduling UI, the calendar backend, and the chat messaging stream.
## User Flow
1. **Initialization**: The user accesses the scheduling page. The system fetches and displays available time slots immediately upon landing.
2. **Selection**: The user selects a preferred time…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
CHAT-17070
code has extra
as a user, I want the ability to select the contact information (email/phone) from the transcript and send lead form
This ticket is missing from Jira documentation, but PRs #15262 and #15088 confirm the implementation of contact information selection in lead forms.
Jira docs · Agent Dashboard and Chat UX Enhancements - Batch 20
## Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
## Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop,…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both sources confirm the update of the suggestive mode background color to #c8e6e6, supported by PR #13924.
Jira docs · Chat Widget Branding and Styling
## Overview
This documentation outlines enhancements and fixes applied to the chat widget's branding, styling, and responsive UI components. These updates ensure consistent visual presentation across different service architectures and device types.
## Styling Enhancements
- **Transfer Language Button:** The font color for the language transfer button is now explicitly set to white to ensure readability.
- **Suggestive Mode Background:** The background color for suggestive m…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
Both sources confirm the removal of conditional logic for poke messages, with PR #13941 modifying ChatManager.cs to resolve the issue.
Jira docs · Chat Widget Interaction Flows and Enhancements Documentation
## Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
## Transcript and Messaging Enhancements
- **Transcript System Messages**: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- **Pipe Message Sequencing**: Pipe messages are now d…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both sources confirm the fix for chats being incorrectly marked as blank during transfers, with PR #13839 specifically addressing this in ChatManager.cs.
Jira docs · Chat Widget Stability and Validation Improvements
## Overview
This documentation covers recent stability and UI improvements for the chat widget, focusing on data integrity, rendering behavior, and error handling.
## Key Features and Fixes
### Web-to-Text Data Integrity
Resolved an issue where chats were incorrectly marked as 'blank' during user-initiated transfers. The system now correctly maintains chat metadata when a session is transferred to an agent.
### Widget Rendering and UI
- **Pre-Chat Widget:** The close (cros…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
Both sources describe the correction of timestamp logic for chat duration and 'Ended on' fields, supported by changes in ChatForm.js and ChatsGrid.js in PR #13864.
Jira docs · Chat Widget Stability and Validation Improvements
## Overview
This documentation covers recent stability and UI improvements for the chat widget, focusing on data integrity, rendering behavior, and error handling.
## Key Features and Fixes
### Web-to-Text Data Integrity
Resolved an issue where chats were incorrectly marked as 'blank' during user-initiated transfers. The system now correctly maintains chat metadata when a session is transferred to an agent.
### Widget Rendering and UI
- **Pre-Chat Widget:** The close (cros…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both Jira and Code documentation confirm the fix for vertical chat bar emoji/layout clipping, with the PR #13834 specifically targeting the chatbar.css and layout files.
Jira docs · Chat Widget UI/UX Enhancements Documentation
## Overview
This update introduces a series of UI and UX refinements to the Chat Widget, focusing on visual consistency, improved readability, and responsive alignment across desktop and mobile environments. These enhancements ensure that agent indicators, chat bars, and message bubbles adhere to modern design standards.
## Key Enhancements
### Agent Interaction & Typing Indicators
- **Typing Indicator:** The typing indicator now removes the agent icon/image while maintaini…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
CHAT-17116
code has extra
[Video Greet] Video played time is not correct in chat for windowed chat mode
While Jira mentions fixing video playback time, the PRs (#13926, #13832) reveal additional scope involving specific web configuration and widgetbase script adjustments not detailed in the Jira summary.
Jira docs · AI Chatbot Integration Management
## Overview
The AI Chatbot Integration Management system enables seamless communication between the platform and external chatbot services. It provides a robust framework for message flow, session management, calendar-based scheduling, and intelligent prompt handling across multiple channels including DOM, EP, and VideoGreet. The system now includes support for Voice AI settings management, refined UI/UX handling for VideoGreet widgets, and improved multi-language transfer st…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm the enablement of cross-portal file access for customers, with PR #14546 implementing the necessary logic across multiple managers and the LeadForm.js script.
Jira docs · Chat Platform Data Management
## Overview
This documentation covers updates to the Chat Platform, focusing on CRM integration, Virtual Assistant (VA) data handling, administrative validation, chatbot configuration, lead pricing, reporting, and advanced attachment management.
## CRM Integration and Validation
To ensure data consistency, the system enforces a strict dependency between Company Settings and CRM functionality. Users are prohibited from enabling the 'CRM flag' unless a 'Business Category' has…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both sources confirm the implementation of an 'AI Chatbot' flag to manage the delivery of specific JavaScript snippets via the ProvisioningRequestManager (PR #13949).
Jira docs · Agent Dashboard and Chat UX Enhancements - Batch 20
## Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
## Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop,…
Code docs · Chat Summarization Engine and Provisioning System Update
## Overview
The Chat Summarization Engine and Provisioning system enables the configuration, deployment, and management of AI-driven chatbots. This system allows administrators to enable AI capabilities, select operating modes, manage RAG data, and now supports version-controlled chatbot workflow management and enhanced company business registration tracking.
## System Flow
1. **Provisioning**: Administrators enable AI chatbots via the portal, selecting the operating mode (A…
#14017 CHAT-17133 using InvitationServiceUrl instead of hostmain if
#14007 company id to load company chatbots
#13994 Chat 17133 onboarding ai chatbot flag to adjust email templa
#13993 Chat 17133 onboarding ai chatbot flag to adjust email templa
#13982 Chat 17133 onboarding ai chatbot flag to adjust email templa
#13949 Chat 17133 onboarding ai chatbot flag to adjust email templa
CHAT-17136
code has extra
Internal settings for the VA and AI Chatbot - Adjustments to name, logic, and clean-up
The Jira documentation for the AI Chatbot feature does not mention CHAT-17136, while the code documentation confirms it involved UI/UX clean-up and variable naming updates in PRs #13915, #13911, and #13877.
Jira docs · AI Chatbot Response Management: Configuration and Safety Enhancements
## Overview
This documentation covers recent updates to the AI Chatbot Response Management system, focusing on configuration synchronization, safety guardrails for specialized industries, and stability improvements.
## Business Categories Configuration
The AI chatbot now correctly synchronizes business categories within the `apexstage` environment. This ensures that categorization logic used for routing and response generation is consistent across staging and production envi…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
Both sources describe a fix for Rules Engine stability regarding null/blank configuration values, supported by PR #13847.
Jira docs · Agent Dashboard and Chat UX Enhancements - Batch 20
## Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
## Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop,…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
CHAT-17146
aligned
CTA option should appear in one line. We only decrease font size from script when lengthy text is added as an option... This one has normal CTA's.
Both sources confirm the fix for CTA line-wrapping via CSS adjustments, specifically referencing questiontype.css in PR #13851.
Jira docs · Chat Widget Branding and Styling
## Overview
This documentation outlines enhancements and fixes applied to the chat widget's branding, styling, and responsive UI components. These updates ensure consistent visual presentation across different service architectures and device types.
## Styling Enhancements
- **Transfer Language Button:** The font color for the language transfer button is now explicitly set to white to ensure readability.
- **Suggestive Mode Background:** The background color for suggestive m…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
CHAT-17155
aligned
Voice and Appointment Scheduling tabs should be always enabled for Admin users in the provisioning
Both sources confirm the implementation of visibility logic for Voice and Appointment tabs to ensure Admin access, supported by PRs #13862, #13861, and #13856.
Jira docs · Appointment Scheduler and Provisioning Logic Documentation
## Overview
This documentation outlines the updated provisioning logic for the Appointment Scheduler, Voice tabs, and the introduction of AI Chatbot configuration within the partner portal. These updates ensure administrative access consistency and provide granular control over AI-driven chat features.
## Administrative Access Logic
To ensure consistent management capabilities, the 'Voice' and 'Appointment Scheduling' tabs are now permanently enabled for Admin users. This ov…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
While Jira docs focus on caching instructions, PRs #14022 and #14017 reveal additional backend logic changes regarding AI-enabled invitation service URLs and message management not mentioned in the Jira ticket.
Jira docs · Appointment Scheduler and Provisioning Logic Documentation
## Overview
This documentation outlines the updated provisioning logic for the Appointment Scheduler, Voice tabs, and the introduction of AI Chatbot configuration within the partner portal. These updates ensure administrative access consistency and provide granular control over AI-driven chat features.
## Administrative Access Logic
To ensure consistent management capabilities, the 'Voice' and 'Appointment Scheduling' tabs are now permanently enabled for Admin users. This ov…
Code docs · Chat Summarization Engine and Provisioning System Update
## Overview
The Chat Summarization Engine and Provisioning system enables the configuration, deployment, and management of AI-driven chatbots. This system allows administrators to enable AI capabilities, select operating modes, manage RAG data, and now supports version-controlled chatbot workflow management and enhanced company business registration tracking.
## System Flow
1. **Provisioning**: Administrators enable AI chatbots via the portal, selecting the operating mode (A…
Both sources describe the addition of the AI Chatbot flag and mode selection logic to the provisioning form, confirmed by PR #13940.
Jira docs · Appointment Scheduler and Provisioning Logic Documentation
## Overview
This documentation outlines the updated provisioning logic for the Appointment Scheduler, Voice tabs, and the introduction of AI Chatbot configuration within the partner portal. These updates ensure administrative access consistency and provide granular control over AI-driven chat features.
## Administrative Access Logic
To ensure consistent management capabilities, the 'Voice' and 'Appointment Scheduling' tabs are now permanently enabled for Admin users. This ov…
Code docs · Chat Summarization Engine and Provisioning System Update
## Overview
The Chat Summarization Engine and Provisioning system enables the configuration, deployment, and management of AI-driven chatbots. This system allows administrators to enable AI capabilities, select operating modes, manage RAG data, and now supports version-controlled chatbot workflow management and enhanced company business registration tracking.
## System Flow
1. **Provisioning**: Administrators enable AI chatbots via the portal, selecting the operating mode (A…
Both sources confirm the implementation of mandatory visitor name capture for Web-to-Text transfers, with the PR #14347 modifying core session managers and UI scripts to enforce this validation.
Jira docs · Web-to-Text Enhancements: Branding and Lead Capture
## Overview
The Web-to-Text feature has been enhanced to provide greater control over visual branding and to improve lead quality by mandating visitor identification before a transfer occurs. These updates ensure that the "Switch to Text" interface aligns with company branding guidelines and that all incoming leads are properly attributed.
## Visual Customization
Administrators can now apply specific branding settings to the "Switch to Text" button on the visitor-facing chat…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
While Jira describes the user-facing feature, the code docs (PR #14321) reveal extensive backend changes to Profile and Skin models that are not mentioned in the Jira overview.
Jira docs · Agent Dashboard and Chat UX Enhancements - Batch 20
## Overview
This documentation covers recent enhancements to the chat widget, provisioning workflows, and rules engine stability. Key updates include the introduction of voice-to-text capabilities for visitors, improved AI provisioning logic, and bug fixes for SMS interactions and rule configuration.
## Voice-to-Text Integration
Visitors can now use voice-to-text dictation within the chat widget. This feature is available for v3 and microservice-based widgets across desktop,…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both Jira documentation and the code documentation (via PR #13912) confirm the resolution of the color picker visibility issue in the customization tab.
Jira docs · Chat Widget Visitor UI/UX Refinements
## Overview
This documentation covers UI/UX refinements for the chat widget, focusing on cross-platform consistency, rendering accuracy, and customization accessibility. These updates ensure predictable behavior across themes, device types, and custom configurations.
## Key Refinements
### Widget Rendering and Sizing
- **Video Greet Sizing:** The Video Greet widget now correctly renders its specific DOM size when applied to the RD theme in microservices.
- **Pre-Chat Header…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
Both sources confirm the introduction of 'Billing Viewer' and 'Billing Editor' roles, with PR #13968 implementing the necessary UI and backend role provider integration.
Jira docs · Billing and Subscription Management V2 Documentation
## Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
## Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
PR #14048 confirms the implementation of the API endpoint to retrieve terms by CompanyId, matching the Jira documentation.
Jira docs · Billing and Subscription Management V2 Documentation
## Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
## Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
PRs #14069 and #14049 implement the requested invoice retrieval logic via BillingManager and BillingController, consistent with Jira requirements.
Jira docs · Billing and Subscription Management V2 Documentation
## Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
## Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
PR #14050 implements the credit card retrieval logic and DTOs, aligning with the Jira requirement to fetch credit cards by company or account ID.
Jira docs · Billing and Subscription Management V2 Documentation
## Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
## Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
PR #14087 confirms the integration with QuickbooksManager to retrieve invoice PDFs, matching the Jira documentation scope.
Jira docs · Billing and Subscription Management V2 Documentation
## Overview
The Billing and Subscription Management V2 update introduces granular role-based access control (RBAC) and expanded payment method capabilities. These updates allow organizations to manage multiple credit cards, define default payment methods, and provide secure, restricted access to billing data via the new 'Billing Viewer' and 'Billing Editor' roles.
## Role-Based Access Control (RBAC)
Two new custom roles are introduced to manage access to the Billing section:…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
While Jira describes a general fix for push notifications, PR #13913 reveals the specific technical scope was a fix for deleted accounts within UserManager.cs.
Jira docs · System Health and Monitoring V2: Communication and Reporting Integrity
## Overview
This documentation covers recent updates and maintenance activities within the System Health and Monitoring V2 feature set, focusing on real-time communication reliability, traffic reporting accuracy, and production error monitoring.
## Real-Time Communication Flow
The system ensures that chat messages and push notifications are delivered instantaneously between visitors and agents.
### Message Delivery Flow
1. **Initiation**: A visitor or agent sends a message…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17210
contradiction
Traffic Report for MicroService invitation is showing incorrect data for invited visitor column
Jira documentation claims the issue was resolved, but PR #13969 explicitly reverts the fix for the reported traffic reporting error in ReportManager.cs.
Jira docs · System Health and Monitoring V2: Communication and Reporting Integrity
## Overview
This documentation covers recent updates and maintenance activities within the System Health and Monitoring V2 feature set, focusing on real-time communication reliability, traffic reporting accuracy, and production error monitoring.
## Real-Time Communication Flow
The system ensures that chat messages and push notifications are delivered instantaneously between visitors and agents.
### Message Delivery Flow
1. **Initiation**: A visitor or agent sends a message…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both sources confirm the implementation of API endpoints for RAG-based custom questions and URL uploads, supported by PR #13945 which includes the relevant DTOs, Managers, and Controllers.
Jira docs · AI Chatbot Response Management v2: Enhancements and API Integration
## Overview
This documentation covers recent updates to the AI Chatbot Response Management system, focusing on UI/UX refinements, bug fixes for message handling, and the introduction of new API capabilities for RAG (Retrieval-Augmented Generation) model integration.
## UI/UX Enhancements
### Scrolling Behavior
The chatbot interface now intelligently manages the display of scrolling controls. The scrollbar/scrolling button is suppressed when the number of options is low (4 or…
Code docs · Chat Summarization Engine and Provisioning System Update
## Overview
The Chat Summarization Engine and Provisioning system enables the configuration, deployment, and management of AI-driven chatbots. This system allows administrators to enable AI capabilities, select operating modes, manage RAG data, and now supports version-controlled chatbot workflow management and enhanced company business registration tracking.
## System Flow
1. **Provisioning**: Administrators enable AI chatbots via the portal, selecting the operating mode (A…
CHAT-17222
code has extra
System not catching Source, Medium, and Campaign from Google Ads parameters in Referer
While Jira focuses on URL parsing for Google Ads, the PRs (e.g., #14131) include significant database schema changes like adding a GBRAID column to GoogleAdVisits.sql and updates to invitation scripts that extend beyond simple parameter extraction.
Jira docs · Chat Platform Data Management and Stability Updates
## Overview
This documentation covers updates to the chat platform's data ingestion logic for Google Ads parameters and stability improvements for legacy chat invitation configurations.
## Google Ads Parameter Ingestion
The system now correctly parses and captures 'Source', 'Medium', and 'Campaign' values from the Referer URL even when Google-specific tracking parameters (GCLID or GBRAID) are present. Previously, the system prioritized UTM parameters and failed to extract Go…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
CHAT-17227
aligned
Poke messages not working on EP when Agent script or plain text is applied as the greeting message.
Both sources confirm the removal of the scriptBotEnabled requirement for poke messages, supported by PR #13956 modifying exitpopup2.js.
Jira docs · Chat Widget Interaction Flows and Enhancements Documentation
## Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
## Transcript and Messaging Enhancements
- **Transcript System Messages**: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- **Pipe Message Sequencing**: Pipe messages are now d…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
The Jira documentation does not mention this ticket, while PRs #14425 and #14175 explicitly address script search functionality in applicationbase.js.
Jira docs · Chat Widget Interaction Flows and Enhancements Documentation
## Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
## Transcript and Messaging Enhancements
- **Transcript System Messages**: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- **Pipe Message Sequencing**: Pipe messages are now d…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
Both sources document the resolution of exceptions during company generation, with PR #13963 modifying the CompanyForm and ProvisioningRequestForm.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
CHAT-17238
aligned
[Windowed Mode ] Input Fields Disappear After Widget Opens in Video Greet Functionality
Both sources confirm the fix for input field data loss in Windowed mode, supported by PR #14128.
Jira docs · AI Chatbot VideoGreet Integration
## Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
## User Flow
1. **Initiation**: The user triggers a new chat session, loading the VideoGreet widget.
2. **State Handling**: The syste…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm the addition of 'Video Greet' to the 'Initiated By' column, implemented in PR #14053.
Jira docs · AI Chatbot VideoGreet Integration
## Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
## User Flow
1. **Initiation**: The user triggers a new chat session, loading the VideoGreet widget.
2. **State Handling**: The syste…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both sources confirm the implementation of granular permission logic for AI Chatbot and Voice features, supported by changes in VoiceAIManager.cs via PR #14228.
Jira docs · Portal User Access and Security
## Overview
This documentation outlines recent updates to the portal's user access control, authentication security, and group management modules. These changes ensure robust security, improved permission granularity, and stable authentication flows.
## Authentication and Security
### Google Authentication
The "Continue with Google" authentication flow is fully operational. Users are successfully authenticated and redirected to the dashboard or the company selection page if…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
Both sources confirm the branding update to 'AI Summary' and the removal of legacy integrations; PR #14074 modifies the relevant LeadTemplate.html and LeadManager.cs files.
Jira docs · AI Chatbot Lead Management
## Overview
The AI Chatbot Lead Management system automates the capture of visitor information during chat sessions. This documentation outlines the validation logic, lead summarization processes, and reporting requirements for generated leads.
## Lead Generation Logic
Lead generation is triggered upon the conclusion of a chat session. The system enforces strict validation rules to ensure data integrity.
### Validation Rules
- **Mandatory Information:** A lead is only gener…
Code docs · Chat Summarization Engine and Provisioning System Update
## Overview
The Chat Summarization Engine and Provisioning system enables the configuration, deployment, and management of AI-driven chatbots. This system allows administrators to enable AI capabilities, select operating modes, manage RAG data, and now supports version-controlled chatbot workflow management and enhanced company business registration tracking.
## System Flow
1. **Provisioning**: Administrators enable AI chatbots via the portal, selecting the operating mode (A…
CHAT-17254
aligned
Video Greet - the ability to select multiple videos to shuffle within the same profile
Both sources confirm the implementation of multi-video selection and shuffling, supported by the database schema changes in PR #14117.
Jira docs · AI Chatbot VideoGreet Integration
## Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
## User Flow
1. **Initiation**: The user triggers a new chat session, loading the VideoGreet widget.
2. **State Handling**: The syste…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
While both sources document the new Border Style dropdown, the code documentation (PR #14148) reveals additional logic where the system automatically defaults to 'Rounded' when 'Rounded_Dynamic_Plus' is selected, which is omitted in Jira.
Jira docs · Chat Widget Branding and Styling
## Overview
This documentation outlines enhancements and fixes applied to the chat widget's branding, styling, and responsive UI components. These updates ensure consistent visual presentation across different service architectures and device types.
## Styling Enhancements
- **Transfer Language Button:** The font color for the language transfer button is now explicitly set to white to ensure readability.
- **Suggestive Mode Background:** The background color for suggestive m…
Code docs · Web Widget Configuration Update
## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as…
#14161 Task/CHAT-17261 change default value
#14158 Task/CHAT-17261 change default value
#14156 Task/CHAT-17261 set default value 2
#14155 Task/CHAT-17261 fixed default null issue
#14152 Task/CHAT-17261 fixed issue in beta
#14148 Task/CHAT-17261 fixed auto select issue
#14120 Task/CHAT-17261 fixed db script issue
#14119 Task/CHAT-17261 add border style drop down
The Jira documentation specifies the restoration of AT&T Email-to-Text functionality, which is directly supported by PR #14167, which modifies configuration files and the LeadManager to update the Email-to-Text method.
Jira docs · Chat Widget Compliance and Consent
## Overview
The Web-to-Text consent feature provides a compliance mechanism within the chat widget to obtain explicit user consent before initiating SMS communication. This ensures alignment with regulatory requirements regarding marketing and informational messaging.
## User Flow
1. The user initiates the Web-to-Text flow within the chat widget.
2. The system displays a consent layover containing a checkbox and the required legal disclosure text, which dynamically pulls the…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-17278
code has extra
add the company name to the subject and body for the Summary email of the quote
This ticket is absent from the provided Jira documentation summary but is supported by PR #14146, which modifies notification and onboarding handlers.
Jira docs · Billing and Subscription Management Documentation - Batch 16
## Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
## QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- **Company Key Constraint:** The system now enforc…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-17281
aligned
The font style for video greet is different from the font style of other texts in the frame.
Both sources confirm the standardization of font styles for Video Greet labels, addressed in PR #14133.
Jira docs · AI Chatbot VideoGreet Integration
## Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
## User Flow
1. **Initiation**: The user triggers a new chat session, loading the VideoGreet widget.
2. **State Handling**: The syste…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm the fix for empty field displays when multiple videos are selected, implemented in PR #14141.
Jira docs · AI Chatbot VideoGreet Integration
## Overview
The AI Chatbot VideoGreet integration provides an interactive entry point for users engaging with the chat widget. This feature supports video playback, multi-video shuffling, language localization, and visitor selection prompts across various widget states (minimized, windowed, or expanded) and deployment modes (DOM vs. Windowed).
## User Flow
1. **Initiation**: The user triggers a new chat session, loading the VideoGreet widget.
2. **State Handling**: The syste…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
While Jira mentions the single-trigger requirement, the code documentation in 'Chat Lead Attribution Analytics' details the specific database implementation (FollowUpEmailSent BIT column) and schema changes in PR #14180 that Jira omits.
Jira docs · AI Chatbot Lead Management
## Overview
The AI Chatbot Lead Management system automates the capture of visitor information during chat sessions. This documentation outlines the validation logic, lead summarization processes, and reporting requirements for generated leads.
## Lead Generation Logic
Lead generation is triggered upon the conclusion of a chat session. The system enforces strict validation rules to ensure data integrity.
### Validation Rules
- **Mandatory Information:** A lead is only gener…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Jira describes the resolution of placeholders, but the code documentation in 'Chat Lead Attribution Analytics' provides additional technical context regarding dynamic parsing of tel: links and document counts not mentioned in the Jira ticket.
Jira docs · AI Chatbot Lead Management
## Overview
The AI Chatbot Lead Management system automates the capture of visitor information during chat sessions. This documentation outlines the validation logic, lead summarization processes, and reporting requirements for generated leads.
## Lead Generation Logic
Lead generation is triggered upon the conclusion of a chat session. The system enforces strict validation rules to ensure data integrity.
### Validation Rules
- **Mandatory Information:** A lead is only gener…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
CHAT-17300
aligned
Paid invoices are removed when credit card is re-added from new portal after removal from legacy portal
The Jira documentation and PR #14196 both address the issue of invoice visibility when re-adding credit cards via the StripeProcessor.
Jira docs · Billing and Subscription Management v3 Documentation
## Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
## Core Functionality
### Transaction History and Invoicing
- **Data Integrity:** The system ensures that paid invoices remain visible when payment methods are updated across…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
PR 14204 modifies LeadManager.cs to decouple email triggers, matching the Jira documentation's claim that follow-up emails are now independent of the 'Secure Leads' setting.
Jira docs · Web-to-Text Enhancement Documentation
## Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
## User Flow
1. **Widget Interaction**: The visitor accesses the Web-to-Text widget on the website.
2. **Data Entry**: The visitor enters their Name and Phone Number. The system now supports full names with spaces an…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
While Jira focuses on the UI replacement, PRs #14221 and #14214 include additional technical changes such as HTTPS font implementation and HttpContext updates not mentioned in the Jira documentation.
Jira docs · Billing and Subscription Management v3 Documentation
## Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
## Core Functionality
### Transaction History and Invoicing
- **Data Integrity:** The system ensures that paid invoices remain visible when payment methods are updated across…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
While Jira focuses on the chat widget, PR #14226 also applies sanitization to exit popups and base scripts, and the code documentation confirms this is a global implementation across multiple modules.
Jira docs · Chat Widget Interaction Flows v2 Documentation
## Overview
This documentation covers recent updates to the chat_widget_interaction_flows_v2 feature area, focusing on security, localization, UI responsiveness, and system messaging reliability.
## Security and Input Handling
The chat widget now implements robust sanitization and encoding for all user-submitted input. This ensures that potentially malicious scripts or dangerous characters are neutralized before being processed, stored, or rendered in the backend or frontend…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
CHAT-17309
aligned
poke message - System generated Check back respone in Chat is occuring irregularly.
Both sources confirm the resolution of irregular poke message delivery, with code documentation specifically citing the validation logic in ApexchatChatProvider.cs.
Jira docs · Chat Widget Interaction Flows v2 Documentation
## Overview
This documentation covers recent updates to the chat_widget_interaction_flows_v2 feature area, focusing on security, localization, UI responsiveness, and system messaging reliability.
## Security and Input Handling
The chat widget now implements robust sanitization and encoding for all user-submitted input. This ensures that potentially malicious scripts or dangerous characters are neutralized before being processed, stored, or rendered in the backend or frontend…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
This ticket is absent from the provided Jira documentation summary but is supported by PR #14234, which modifies BillingManager.cs.
Jira docs · Billing and Subscription Management Documentation - Batch 16
## Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
## QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- **Company Key Constraint:** The system now enforc…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-17313
aligned
Design tweaks and responsiveness for the success screen after payment method is updated on Stripe
PR #14224 directly implements the design tweaks and responsiveness for the success screen as described in the Jira documentation.
Jira docs · Billing and Subscription Management v3 Documentation
## Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
## Core Functionality
### Transaction History and Invoicing
- **Data Integrity:** The system ensures that paid invoices remain visible when payment methods are updated across…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
The Jira documentation describes a fix for payment status in the BillingManager, but the title of PR #14227 incorrectly references a 'member's calendar' update, creating a mismatch between the documented intent and the PR metadata.
Jira docs · Billing and Subscription Management v3 Documentation
## Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
## Core Functionality
### Transaction History and Invoicing
- **Data Integrity:** The system ensures that paid invoices remain visible when payment methods are updated across…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
While Jira docs focus on basic API synchronization, PRs #14387, #14385, and #14336 reveal additional features including location ID retrieval, UK/US phone classification, and configurable sandbox environment settings.
Jira docs · AI Chatbot Integration Management V2 Documentation
## Overview
This documentation covers the latest updates to the AI Chatbot Integration Management V2 system, focusing on CRM connectivity, UI stability, and agent-to-agent chat transfer logic.
## CareHQ CRM Integration
The system now supports backend-level integration with CareHQ CRM. This allows partner organizations to synchronize chatbot data directly with their CareHQ instances. The integration is handled via secure server-to-server API communication.
## Facebook Integr…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17319
aligned
The Onboarding section generates company keys without a word limit, based on the company name.
Both sources confirm the implementation of a 50-character limit for company keys, as evidenced by PRs #14256 and #14245.
Jira docs · Portal User Access, Security, and Administrative Controls Documentation
## Overview
This documentation covers recent updates to the portal's user access, security, and administrative management features. These updates focus on refining permission structures for AI agents, improving company onboarding data integrity, and enhancing the reliability of profile management and system logging.
## AI Agent and Chatbot Access Control
Access to AI Voice Agents and Chatbots is now strictly governed by the 'VendorMax' user role.
### Permission Matrix
- **…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
Both sources confirm the implementation of multi-device or topic-based push notifications, supported by PR #14237 which modified notification managers.
Jira docs · Voice Onboarding and Configuration Documentation - Batch 21
## Overview
This documentation covers updates to the voice onboarding and configuration ecosystem, including enhancements to notification delivery, account classification, and pricing tiers.
## Multi-Device Notification Support
The system now supports push notifications across all devices associated with a user account. Previously, notifications were restricted to the most recently logged-in device. The system now broadcasts notifications to every active session, ensuring co…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17321
aligned
The lead sending status is stuck on sending in the portal and dashboard when only the AT&T email is applied
PRs 14350 and 14306 address the lead status 'stuck' state in LeadManager.cs, consistent with the Jira documentation regarding the resolution of AT&T email transmission issues.
Jira docs · Web-to-Text Enhancement Documentation
## Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
## User Flow
1. **Widget Interaction**: The visitor accesses the Web-to-Text widget on the website.
2. **Data Entry**: The visitor enters their Name and Phone Number. The system now supports full names with spaces an…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both Jira and PR #14251 confirm the optimization of transaction history loading within the BillingManager.
Jira docs · Billing and Subscription Management v3 Documentation
## Overview
The Billing and Subscription Management v3 module provides a centralized interface for managing payment methods, viewing transaction history, and accessing subscription details. This update improves data integrity, UI responsiveness, and role-based access control for partners and customers.
## Core Functionality
### Transaction History and Invoicing
- **Data Integrity:** The system ensures that paid invoices remain visible when payment methods are updated across…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both the Jira documentation and the code documentation (via PR #14282) identify this ticket as a UI fix for the opt-in overlay font color.
Jira docs · Chat Widget Visitor UI/UX Refinements (Batch 14)
## Overview
This documentation covers the 14th batch of UI/UX refinements for the visitor-facing chat widget. These updates focus on improving tracking accuracy, resolving display bugs in the 'Launch Chat Window' feature, and ensuring consistent behavior across different widget modes (Windowed vs. Inline).
## Key Features and Improvements
### Launch Chat Window Enhancements
- **Configuration:** The 'Launch Chat Window' flag is now correctly exposed in the profile section.…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
Both sources acknowledge the resolution of bugs preventing profile template loading, with PR #14315 modifying the relevant ProfileForm.js and Manager files.
Jira docs · Portal User Access, Security, and Administrative Controls Documentation
## Overview
This documentation covers recent updates to the portal's user access, security, and administrative management features. These updates focus on refining permission structures for AI agents, improving company onboarding data integrity, and enhancing the reliability of profile management and system logging.
## AI Agent and Chatbot Access Control
Access to AI Voice Agents and Chatbots is now strictly governed by the 'VendorMax' user role.
### Permission Matrix
- **…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
While Jira describes the new account type field, the PRs (e.g., #14548, #14531) reveal extensive database schema changes and provisioning logic updates that are not fully detailed in the Jira documentation.
Jira docs · Voice Onboarding and Configuration Documentation - Batch 21
## Overview
This documentation covers updates to the voice onboarding and configuration ecosystem, including enhancements to notification delivery, account classification, and pricing tiers.
## Multi-Device Notification Support
The system now supports push notifications across all devices associated with a user account. Previously, notifications were restricted to the most recently logged-in device. The system now broadcasts notifications to every active session, ensuring co…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
#14555 Task/CHAT-17343-Load-Fix-AIChatBot-Check
#14548 Chat-17343-onboarding-account-type-field-(human-agent,-ai-ch
#14542 Chat-17343-onboarding-account-type-field-(human-agent,-ai-ch
#14533 Task/CHAT-17343-Onload-AIChatBot-Check-Fix
#14531 Chat 17343 onboarding account type field (human agent, ai ch
#14504 Chat-17343-onboarding-account-type-field-(human-agent,-ai-ch
#14494 Chat-17343-onboarding-account-type-field-(human-agent,-ai-ch
#14482 Chat 17343 onboarding account type field (human agent, ai ch
#14474 Chat 17343 onboarding account type field (human agent, ai ch
Both sources confirm the addition of the 'IS TEST' column to the company grid for internal users, supported by PR #14330.
Jira docs · Portal User Access, Security, and Administrative Controls Documentation
## Overview
This documentation covers recent updates to the portal's user access, security, and administrative management features. These updates focus on refining permission structures for AI agents, improving company onboarding data integrity, and enhancing the reliability of profile management and system logging.
## AI Agent and Chatbot Access Control
Access to AI Voice Agents and Chatbots is now strictly governed by the 'VendorMax' user role.
### Permission Matrix
- **…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
Jira documentation specifies detailed pricing tiers (700 minutes for $1,275), but the associated PR #14348 only shows a minor script update, lacking evidence of the backend pricing configuration described.
Jira docs · Voice Onboarding and Configuration Documentation - Batch 21
## Overview
This documentation covers updates to the voice onboarding and configuration ecosystem, including enhancements to notification delivery, account classification, and pricing tiers.
## Multi-Device Notification Support
The system now supports push notifications across all devices associated with a user account. Previously, notifications were restricted to the most recently logged-in device. The system now broadcasts notifications to every active session, ensuring co…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm the fix for image upload validation errors for files under 1 MB, with the code documentation explicitly referencing PR #14352 and the PictureManager.cs file.
Jira docs · Agent Dashboard UX Enhancements: Batch 21
## Overview
This update addresses critical UI/UX stability issues within the Agent Dashboard, focusing on script navigation, image asset management, and feature-specific visibility controls.
## Script Folder Navigation
When agents interact with the Script section, the system now maintains the state of expanded images during search operations. Previously, clearing the search input caused the script folder image to collapse, forcing agents to manually re-expand the content to…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
PR 14351 updates ProfileForm.js to fix customization saving, which aligns with the Jira documentation regarding profile-level customization fixes.
Jira docs · Web-to-Text Enhancement Documentation
## Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
## User Flow
1. **Widget Interaction**: The visitor accesses the Web-to-Text widget on the website.
2. **Data Entry**: The visitor enters their Name and Phone Number. The system now supports full names with spaces an…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
PR 14351 addresses customization propagation in ProfileForm.js, aligning with the Jira documentation regarding the fix for company-level functionality.
Jira docs · Web-to-Text Enhancement Documentation
## Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
## User Flow
1. **Widget Interaction**: The visitor accesses the Web-to-Text widget on the website.
2. **Data Entry**: The visitor enters their Name and Phone Number. The system now supports full names with spaces an…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
CHAT-17362
code has extra
Call Connect Button Still Visible on Agent Portal When Feature Is Disabled
While both sources confirm the visibility fix for the Call Connect button, the code documentation reveals that this ticket was part of a much larger suite of updates (PR #14443) involving ElevenLabs integration and voice recording shuffling not mentioned in the Jira documentation.
Jira docs · Agent Dashboard UX Enhancements: Batch 21
## Overview
This update addresses critical UI/UX stability issues within the Agent Dashboard, focusing on script navigation, image asset management, and feature-specific visibility controls.
## Script Folder Navigation
When agents interact with the Script section, the system now maintains the state of expanded images during search operations. Previously, clearing the search input caused the script folder image to collapse, forcing agents to manually re-expand the content to…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm the implementation of a 'Launch Chat Window' configuration flag for desktop profiles, supported by PR #14365 which modifies Profile models and controllers.
Jira docs · Chat Widget Visitor UI/UX Enhancements - Batch 21
## Overview
This documentation covers the latest updates to the visitor-facing chat widget, focusing on improved engagement, accessibility, and functional reliability.
## Key Features
### Launch Chat Window
A new configuration flag allows the chat window to launch automatically upon widget initialization. This provides a more proactive engagement experience by displaying the initial greeting immediately after the widget animation completes. This feature is restricted to des…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
CHAT-17372
code has extra
[Visitor] An error appears on the visitor's end when a text-type question (Name, Email, Phone, Region & Message) is applied, and the user attempts to send the details.
While Jira mentions a fix for submission errors, the PRs (#14369, #14357) reveal specific technical implementation details regarding template updates for 'prechat_rounded_theme' and custom save functions in widgetbase.js that are omitted from the high-level Jira documentation.
Jira docs · Chat Widget Visitor UI/UX Enhancements - Batch 21
## Overview
This documentation covers the latest updates to the visitor-facing chat widget, focusing on improved engagement, accessibility, and functional reliability.
## Key Features
### Launch Chat Window
A new configuration flag allows the chat window to launch automatically upon widget initialization. This provides a more proactive engagement experience by displaying the initial greeting immediately after the widget animation completes. This feature is restricted to des…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
PR 14372 includes updates to base.js and multiple widget templates that go beyond simple UI standardization, implementing specific name method updates not fully detailed in the Jira summary.
Jira docs · Web-to-Text Enhancement Documentation
## Overview
The Web-to-Text feature allows visitors to initiate text-based communication via a web widget. Recent enhancements ensure robust data capture, reliable lead processing, and consistent UI behavior across both Modern Stack (MS) and Legacy environments.
## User Flow
1. **Widget Interaction**: The visitor accesses the Web-to-Text widget on the website.
2. **Data Entry**: The visitor enters their Name and Phone Number. The system now supports full names with spaces an…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
While Jira docs focus on log discrepancies, the PRs (#14460, #14458, #14363, #14362) reveal the underlying technical fix involved modifying the 'AIEnabled' attribute in CompanyDTO, which is part of the broader 'AIEnabled' master switch feature described in the code documentation.
Jira docs · Portal User Access, Security, and Administrative Controls Documentation
## Overview
This documentation covers recent updates to the portal's user access, security, and administrative management features. These updates focus on refining permission structures for AI agents, improving company onboarding data integrity, and enhancing the reliability of profile management and system logging.
## AI Agent and Chatbot Access Control
Access to AI Voice Agents and Chatbots is now strictly governed by the 'VendorMax' user role.
### Permission Matrix
- **…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
Both sources confirm the enhancement of transcript system messages to include user names, implemented in PR #14364.
Jira docs · Chat Widget Interaction Flows and Enhancements Documentation
## Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
## Transcript and Messaging Enhancements
- **Transcript System Messages**: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- **Pipe Message Sequencing**: Pipe messages are now d…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
CHAT-17388
aligned
Add column 'ACCOUNT TYPE' in the company grid for internal users in the legacy portal
Both sources confirm the addition of an 'Account Type' filterable column to the company grid, supported by PRs #14429 and #14455.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Portal Company Management Update
## Overview
This update introduces several enhancements to the Portal Company Management subsystem, focusing on improved data visibility, configuration flexibility, and administrative controls. Key updates include the addition of client association tracking, expanded billing information, stricter controls for Generative AI features, the rebranding of 'Account Manager' to 'Success Professional', and new internal administrative columns.
## Key Capabilities
- **Client Associati…
#14601 Bug/Chat-17388-Export-Query-Updated-With-AccountType
#14596 Bug/CHAT-17388-CompanyGrid-Filter-Re-arranged
#14520 Task/Chat-17388-VAuserid-removed,access updated
#14488 Task/CHAT-17388-Mutiple-AccountType-Handled
#14455 Task/CHAT-17388-AccountType-Combo-In-CompanyGrid Added
#14429 Task/CHAT-17388-Account-Type-Columns-Added
While Jira documentation focuses solely on the UI button stability, the code documentation and PR #14386 reveal that this ticket is part of a broader system update involving visitor name storage via LiveSessionManager and global HTML sanitization.
Jira docs · Web-to-Text Feature Documentation
## Overview
The Web-to-Text feature allows businesses to transition web-based chat interactions to SMS communication. This update ensures that when a lead is invited to a conversation with the 'Web-to-Text' option enabled, the system consistently displays the modern, updated SMS transfer overlay. Additionally, the system now enforces visitor name capture prior to transfer and ensures the stability of the 'Continue' action within the transfer form.
## User Flow
1. A user navi…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
Both sources identify this as a fix for response freezing in chat scripts, with PR #14425 reverting conflicting changes in applicationbase.js.
Jira docs · Chat Widget Interaction Flows and Enhancements Documentation
## Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
## Transcript and Messaging Enhancements
- **Transcript System Messages**: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- **Pipe Message Sequencing**: Pipe messages are now d…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
The Jira documentation explicitly states that Windowed mode is disabled when 'Launch Chat Window' is enabled, which is supported by the implementation in PR #14391 within ProfilesPanel.js.
Jira docs · Chat Widget Visitor UI/UX Refinements (Batch 14)
## Overview
This documentation covers the 14th batch of UI/UX refinements for the visitor-facing chat widget. These updates focus on improving tracking accuracy, resolving display bugs in the 'Launch Chat Window' feature, and ensuring consistent behavior across different widget modes (Windowed vs. Inline).
## Key Features and Improvements
### Launch Chat Window Enhancements
- **Configuration:** The 'Launch Chat Window' flag is now correctly exposed in the profile section.…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17403
aligned
add a column in portal and reports for zip code, city and other information we capture in the chatroom
Both sources confirm the addition of City, State, and ZIP code columns to the Leads section, implemented in PR #15106.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Both sources confirm the implementation of a mandatory package selection requirement during onboarding to prevent system errors, specifically addressed in PR #14623.
Jira docs · Self-Service Onboarding Flow
## Overview
The self-service onboarding flow enables rapid customer acquisition through automated provisioning, interactive product demonstrations, and seamless account tier upgrades. This suite of features is designed to reduce friction for new users and provide educational resources directly within the portal.
## User Flow
1. **Discovery & Demo**: New users access the product overview/demo to understand core functionality.
2. **Sign-up & Package Selection**: Users initiate…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm this ticket addresses the UI overlap issue between the 'Launch Chat Window' and 'Video Greet' features, with PR #14671 modifying the relevant ProfilesPanel.js file.
Jira docs · Chat Widget Visitor UI/UX Refinements (Batch 14)
## Overview
This documentation covers the 14th batch of UI/UX refinements for the visitor-facing chat widget. These updates focus on improving tracking accuracy, resolving display bugs in the 'Launch Chat Window' feature, and ensuring consistent behavior across different widget modes (Windowed vs. Inline).
## Key Features and Improvements
### Launch Chat Window Enhancements
- **Configuration:** The 'Launch Chat Window' flag is now correctly exposed in the profile section.…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
While Jira docs focus on GA4 event propagation, the PR #14434 includes specific database updates to global settings for Facebook Pixel code, which is not detailed in the Jira documentation.
Jira docs · Chat Widget Performance and Security
## Overview
This documentation covers recent updates to the chat widget, focusing on data security, UI behavior, lead tracking, form field capabilities, and analytics integration stability.
## Phone Number Encryption Logic
The system applies encryption to visitor phone numbers based on geographical validation. Encryption is triggered when the visitor's IP-based country ISO code matches the phone number's country code. For US and CA-based companies, encryption is applied if t…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both sources confirm the implementation of operator access to preview/download attachments in the legacy dashboard via PR #14617.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both sources confirm the implementation of a warning message for missing host billing packages, supported by PRs #14788, #14770, and #14565.
Jira docs · Billing and Subscription Management Documentation - Batch 16
## Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
## QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- **Company Key Constraint:** The system now enforc…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Both sources confirm the implementation of URL support in quick replies, with multiple PRs (#14805, #14775, #14774, #14768, #14669) detailing the validation and UI logic.
Jira docs · Chat Widget Interaction Flows and Enhancements Documentation
## Overview
This documentation covers recent enhancements and bug fixes for the chat widget interaction flows, focusing on transcript accuracy, invitation script support, and visitor experience improvements.
## Transcript and Messaging Enhancements
- **Transcript System Messages**: The system now includes both the phone number and the visitor's name (from Web-to-Text) in transcript logs when a text transfer is initiated.
- **Pipe Message Sequencing**: Pipe messages are now d…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Both sources confirm the addition of the Company ID column to the Account grid, supported by PR #14454.
Jira docs · Billing and Subscription Management Documentation - Batch 16
## Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
## QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- **Company Key Constraint:** The system now enforc…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Both sources confirm the transition to Account IDs for QuickBooks integration, supported by PRs #15159, #15158, #15136, #15134, and #15132.
Jira docs · Billing and Subscription Management Documentation - Batch 16
## Overview
This documentation covers updates to the billing and subscription management modules, focusing on QuickBooks integration, account grid visibility, and administrative workflows for host billing.
## QuickBooks Integration and Account Identification
To improve reporting accuracy and resolve character limitations, the system has transitioned from using 'Company Keys' to 'Account IDs' for QuickBooks synchronization.
- **Company Key Constraint:** The system now enforc…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Jira documentation notes the 'Select All' option for host associations, supported by PRs #14625 and #14614 which introduce the CheckboxComboSelectAll library.
Jira docs · AI Chatbot Script Flow Management
## Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
## Core Functionality
### Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign action…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Jira documentation describes the 'Copy/Duplicate' functionality, which is implemented in ScriptTree.js as seen in PR #14660.
Jira docs · AI Chatbot Script Flow Management
## Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
## Core Functionality
### Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign action…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Jira documentation details the script document upload feature, which is supported by the logic in AgentScriptManager.cs and ScriptTree.js across PRs #15077, #15075, #15071, and #15055.
Jira docs · AI Chatbot Script Flow Management
## Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
## Core Functionality
### Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign action…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Both sources confirm a fix for company search functionality in the apextest 1 environment, addressed in PR #14469.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
The code documentation details extensive integration with ElevenLabs for TTS and voice recording management across multiple managers and controllers (PR #14667), whereas the Jira ticket summary is limited to a brief description of the feature.
Jira docs · Voice Onboarding: LAN Line Detection and Opt-in Restriction
## Overview
To prevent SMS delivery failures and improve data integrity, the system now includes a validation mechanism to detect Landline (LAN) numbers during the voice onboarding process. When a number is identified as a landline, the system restricts the user from opting the customer into text messaging services.
## System Behavior
When a user enters a phone number during the onboarding flow, the system performs a real-time lookup to determine if the line type is a landli…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm that the 'Login Enabled' flag is now set to true by default upon company creation, as seen in PR #14621.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Both sources confirm that the 'Add search engine to lead' flag is now set to true by default upon company creation, as seen in PR #14621.
Jira docs · Internal Portal Tools Documentation
## Overview
This documentation covers updates to the Internal Portal, focusing on AI-driven content crawling, automated testing account management, UI/UX refinements, and administrative provisioning enhancements.
## AI Crawler and Language Support
The AI module supports multi-language detection and translation. The crawler now performs full-website ingestion with configurable exclusion lists. Users can attach files directly within the chat interface, and operators can now pr…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
While Jira docs focus on both Order Summary emails and Terms and Conditions updates, the PRs (e.g., #15094, #15042) only show modifications to the OnboardingTemplate.html, omitting evidence of the required Terms and Conditions integration.
Jira docs · Cancellation Policy Disclosure in Billing Documentation
## Overview
To mitigate billing disputes and clarify post-cancellation obligations, Blazeo has implemented a mandatory policy disclosure across customer-facing billing documentation. This update ensures that customers are explicitly informed of the 30-day notice requirement and the subsequent final billing process at the point of order confirmation and within the formal Terms and Conditions.
## Policy Disclosure Requirements
The following mandatory text must be included in s…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
CHAT-17473
code has extra
As an agent I should be able to select sub category based upon respective lead category for a lead
While Jira and code docs both confirm sub-category selection logic, the PR #14643 includes specific UI implementation files like 'TreeCombo.js' and 'SendLeadForm.js' that imply a more complex UI-driven multi-select component than the high-level Jira description suggests.
Jira docs · Lead Categorization and Sub-Category Selection
## Overview
The Lead Categorization feature allows agents to classify leads by selecting a primary lead category and associated sub-categories within the Admin Portal. This system ensures that lead data is structured and actionable for reporting and workflow management.
## Workflow
1. **Select Lead Category**: The agent navigates to the lead management interface and selects a primary lead category from the available dropdown menu.
2. **Filter Sub-Categories**: Upon selecting…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Jira documentation specifies a 24-hour token expiry policy, whereas the code documentation in PR 14547 (via the portal update) explicitly implements a 999-day expiry policy for mobile app tokens.
Jira docs · Mobile App Authentication and Stability Management
## Overview
This documentation covers the stability improvements and authentication handling mechanisms for the mobile application. It addresses issues related to session persistence, backend cache synchronization, and the management of authorization token lifecycles.
## Authentication and Token Lifecycle
The mobile application enforces a secure session management policy. When an authorization token reaches its 24-hour expiry limit, the system is designed to handle the trans…
Code docs · Portal Reporting and Logs Update: AI Token Tracking
## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI ch…
The Jira documentation describes the feature, and PR #14621 confirms the implementation of default flag checks in CompanyManager.cs and related files.
Jira docs · Automated Default Configuration for New Company Onboarding
## Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
## System Flow
1. **Trigger**: A new company is initiated through the customer portal, API, or quote-based provisioning.
2. **Defaulting**: Upon creation, the system automatic…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
The Jira documentation describes the feature, and PR #14621 confirms the implementation of default flag checks in CompanyManager.cs and related files.
Jira docs · Automated Default Configuration for New Company Onboarding
## Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
## System Flow
1. **Trigger**: A new company is initiated through the customer portal, API, or quote-based provisioning.
2. **Defaulting**: Upon creation, the system automatic…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
The Jira documentation describes the feature, and PR #14615 confirms the implementation of default flag checks in CompanyManager.cs and related files.
Jira docs · Automated Default Configuration for New Company Onboarding
## Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
## System Flow
1. **Trigger**: A new company is initiated through the customer portal, API, or quote-based provisioning.
2. **Defaulting**: Upon creation, the system automatic…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17481
aligned
Add the 'Copy entire transcript to lead and coding and timestamp' flag by default when a company is created
The Jira documentation describes the feature, and PR #14615 confirms the implementation of default flag checks in CompanyManager.cs and related files.
Jira docs · Automated Default Configuration for New Company Onboarding
## Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
## System Flow
1. **Trigger**: A new company is initiated through the customer portal, API, or quote-based provisioning.
2. **Defaulting**: Upon creation, the system automatic…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
The Jira documentation describes the feature, and PR #14615 confirms the implementation of default flag checks in CompanyManager.cs and related files.
Jira docs · Automated Default Configuration for New Company Onboarding
## Overview
To streamline the account provisioning process, the system now automatically enables a set of standard operational flags for all new companies created via the customer portal, API, or provisioning/quote workflows. Previously, these settings required manual intervention by the internal team.
## System Flow
1. **Trigger**: A new company is initiated through the customer portal, API, or quote-based provisioning.
2. **Defaulting**: Upon creation, the system automatic…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
While Jira documentation specifies the implementation of CSP frame-ancestors, the PRs (14645, 14642) also include the implementation of 'X-Frame-Options: DENY', which is omitted from the Jira documentation.
Jira docs · Security Compliance and Hardening Documentation
## Overview
This documentation outlines the security hardening measures implemented across the Auth page, Portal, and CRM frontend to ensure compliance with industry standards and mitigate common web vulnerabilities.
## Security Enhancements
### Clickjacking Protection
To prevent UI redressing attacks, the application now enforces strict frame-ancestor policies. By implementing the `Content-Security-Policy` (CSP) with the `frame-ancestors` directive, the system restricts wh…
Code docs · Portal Reporting and Logs Update: AI Token Tracking
## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI ch…
Both sources confirm the implementation of file size and duplicate name validation logic, specifically addressed in PR #14567.
Jira docs · Chat Attachment Management Logic
## Overview
The Chat Attachment Management system provides a robust framework for users to share files within chat sessions. It ensures consistent behavior across different question types, enforces strict file size and duplication policies, and improves the reliability of the user interface during the upload and sending process.
## Core Functionality
- **Visibility:** The attachment icon is independent of Question Type (QT) and is controlled solely by the global chat configu…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both sources confirm the implementation of document count calculation and display in HTML leads, supported by PR 14574 and changes to LeadManager.cs and LeadTemplate.html.
Jira docs · HTML Lead Document Reporting and Attachment Handling
## Overview
This feature enhances the HTML Lead reporting system by providing visibility into visitor-uploaded documents and enabling the direct delivery of these files via email. The system now tracks document counts and includes the actual attachments in lead notifications, provided the relevant settings are configured.
## Document Reporting and Attachment Flow
1. **Visitor Interaction**: A visitor uploads one or more documents through the chat interface.
2. **System Proce…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
CHAT-17489
contradiction
[Onboarding] Error appears on creating onboarding (Invalid column name 'AiChatbotEnabled")
Jira documentation claims the 'AiChatbotEnabled' column was added to resolve a schema error, whereas PR #14569 and the code documentation confirm the column was actually removed as deprecated.
Jira docs · Onboarding Flow Bug Fixes and Data Integrity
## Overview
This documentation covers recent stability and data synchronization fixes implemented within the onboarding flow. These updates ensure database schema compatibility and consistent handling of payment method records during the client registration process.
## Database Schema Fix
The system previously encountered a runtime error during the onboarding creation process due to a missing column reference. The database schema has been updated to include the `AiChatbotEna…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
The Jira documentation describes a fix for a regression where widget edits disrupted legacy video greetings, which aligns with the PR #14646 title and the modification of ProfileDTO.cs to isolate these configurations.
Jira docs · Chat Widget Deployment and Cross-Portal Configuration Stability
## Overview
This documentation covers recent stability improvements to the chat widget deployment process and the synchronization of configuration settings between the new customer portal and the legacy profile system. These updates ensure that widget deployment remains consistent and that configuration changes do not cause regressions in legacy video greeting functionality.
## Deployment Stability
Deployment of the chat widget via invitation links is now stabilized. Previou…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
While Jira focuses on the UI renaming, the code docs reveal that PR #14569 also involved backend data model changes, specifically removing the deprecated 'AiChatbotEnabled' column and updating provisioning logic.
Jira docs · Account Type Renaming: Virtual Assistant
## Overview
This update standardizes the account nomenclature across the platform by renaming the legacy "Scriptbot" and "Scriptbot Enabled" account types to "Virtual Assistant". This change applies to both the internal administrative portals and the external customer-facing portals to ensure consistent branding and user experience.
## User Flow
1. **Accessing Account Configuration**: An administrator or user navigates to the account onboarding or account management module.…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability covers enhancements to the portal onboarding process, billing configuration, and Quickbooks integration. It ensures robust handling of package selection, improved warning systems for host billing, and standardized terminology for account types.
## Onboarding and Billing Flow
- **Package Selection:** Users must select a package during onboarding. The system now includes null checks to prevent 500 errors if a package is not selected.
- **Host Billin…
Jira docs suggest a manual SQL update process, while PR #14631 and code docs reveal an automated logic in InvoiceLineItemIdGenerator that parses 'FeeType' strings to resolve product IDs.
Jira docs · QuickBooks Integration Management
## Overview
The Dynamic QuickBooks Product Linking feature allows for granular control over how software features are mapped to products within QuickBooks. This system also manages the synchronization of customer accounts and product IDs between the platform and QuickBooks.
## System Flow
1. **Configuration**: The system administrator identifies the target `feature_id` and the corresponding `quickbookproductid` from the QuickBooks account.
2. **Database Update**: The adminis…
Code docs · Portal QuickBooks Integration: Feature-Product Mapping
## Overview
This capability enables the dynamic linking of system features to specific QuickBooks products. By associating a `QuickbookProductId` with a feature, the system can automatically map invoice line items to the corresponding product ID in QuickBooks during the billing generation process.
## System Flow
1. **Configuration**: A new nullable `QuickbookProductId` column is added to the `Features` table in the database.
2. **Feature Management**: The `Feature` data mode…
CHAT-17525
aligned
HTML leads display document count even when “Do Not Send in HTML Lead” is enabled
Both sources acknowledge the fix for the privacy bug where document counts were incorrectly displayed; PR 14630 confirms the addition of the conditional check in LeadManager.cs.
Jira docs · HTML Lead Document Reporting and Attachment Handling
## Overview
This feature enhances the HTML Lead reporting system by providing visibility into visitor-uploaded documents and enabling the direct delivery of these files via email. The system now tracks document counts and includes the actual attachments in lead notifications, provided the relevant settings are configured.
## Document Reporting and Attachment Flow
1. **Visitor Interaction**: A visitor uploads one or more documents through the chat interface.
2. **System Proce…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
While Jira covers the attachment delivery, the code documentation (Chat Lead Management Attachments) details additional granular access controls and UI redesigns for the Documents section not mentioned in the Jira ticket.
Jira docs · HTML Lead Document Reporting and Attachment Handling
## Overview
This feature enhances the HTML Lead reporting system by providing visibility into visitor-uploaded documents and enabling the direct delivery of these files via email. The system now tracks document counts and includes the actual attachments in lead notifications, provided the relevant settings are configured.
## Document Reporting and Attachment Flow
1. **Visitor Interaction**: A visitor uploads one or more documents through the chat interface.
2. **System Proce…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
CHAT-17527
code has extra
allow country set to OTHER to give user ability to insert a phone number without fixing the country code or restricting user
While Jira focuses on the 'OTHER' country configuration in the chat widget, the code documentation (PR #14640) indicates a broader implementation of universal international phone number validation and includes UI label changes (renaming 'Script Bot' to 'Virtual Assistant') not mentioned in the Jira ticket.
Jira docs · Chat Widget Phone Input Validation: 'OTHER' Country Configuration
## Overview
The 'OTHER' country configuration in the chat widget contact tab provides flexibility for users who need to input phone numbers without being restricted by a pre-defined country code. This feature is designed to support global phone number formats by removing the automatic prefixing of country codes when the 'OTHER' option is selected.
## User Flow
1. The user navigates to the contact tab within the chat widget.
2. The user selects 'OTHER' from the country dropdo…
Code docs · Portal Onboarding and Billing Documentation Update
## Overview
The Portal Onboarding and Billing system facilitates the setup of new company accounts, including voice service provisioning, credit card payment configuration, and the execution of legal terms and conditions. The system ensures data integrity through strict field validation, standardized pricing displays, and secure storage of onboarding metadata.
## System Flow
1. **Onboarding Initiation**: Users provide company details, including a validated 'Company Key'.
2.…
CHAT-17530
contradiction
"message File too big" error appears when total attachment size exceeds 15 MB
Jira documentation specifies a 10 MB session limit, whereas the code documentation and PR #14653 explicitly reference a 15 MB limit.
Jira docs · Chat Attachment Management Logic
## Overview
The Chat Attachment Management system provides a robust framework for users to share files within chat sessions. It ensures consistent behavior across different question types, enforces strict file size and duplication policies, and improves the reliability of the user interface during the upload and sending process.
## Core Functionality
- **Visibility:** The attachment icon is independent of Question Type (QT) and is controlled solely by the global chat configu…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
CHAT-17531
aligned
Duplicate file validation not triggered when sending the same file in separate messages within the same chat
Both sources acknowledge the requirement to extend duplicate file validation across multiple messages within a single session, implemented in PR #14638.
Jira docs · Chat Attachment Management Logic
## Overview
The Chat Attachment Management system provides a robust framework for users to share files within chat sessions. It ensures consistent behavior across different question types, enforces strict file size and duplication policies, and improves the reliability of the user interface during the upload and sending process.
## Core Functionality
- **Visibility:** The attachment icon is independent of Question Type (QT) and is controlled solely by the global chat configu…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
CHAT-17533
contradiction
File size limit validation applies only per message instead of per chat session
Jira documentation claims a 10 MB session limit, while the code documentation and PR #14637 confirm the system enforces a 15 MB cumulative limit.
Jira docs · Chat Attachment Management Logic
## Overview
The Chat Attachment Management system provides a robust framework for users to share files within chat sessions. It ensures consistent behavior across different question types, enforces strict file size and duplication policies, and improves the reliability of the user interface during the upload and sending process.
## Core Functionality
- **Visibility:** The attachment icon is independent of Question Type (QT) and is controlled solely by the global chat configu…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
While Jira covers the basic preview/download functionality, the code docs and PR #14652 reveal additional implementation details like authorization checks and specific error handling for deleted files.
Jira docs · Chat Dashboard Attachment Visibility and Management
## Overview
This feature ensures that file attachments sent by visitors during a chat session are correctly rendered, accessible, and manageable within the operator dashboard. It addresses critical visibility issues and functional limitations in the legacy dashboard interface.
## Functional Capabilities
- **Real-time Visibility:** Attachments sent by visitors are now correctly displayed in the live chat dashboard, ensuring operators are notified of shared files.
- **Legacy D…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
CHAT-17539
code has extra
Only “attachments” text appears instead of icon and file name in chat history (Legacy Dashboard)
Jira describes a UI update for icons and names, but the code docs and PR #14663 include complex logic for transcript normalization, duplication prevention, and defensive null-checking not mentioned in Jira.
Jira docs · Chat Dashboard Attachment Visibility and Management
## Overview
This feature ensures that file attachments sent by visitors during a chat session are correctly rendered, accessible, and manageable within the operator dashboard. It addresses critical visibility issues and functional limitations in the legacy dashboard interface.
## Functional Capabilities
- **Real-time Visibility:** Attachments sent by visitors are now correctly displayed in the live chat dashboard, ensuring operators are notified of shared files.
- **Legacy D…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
CHAT-17548
aligned
File attachments not working for SMS chats — shows “possible attachment” message instead
Both sources confirm the implementation of SMS attachment handling via Twilio integration (PR #14681, #14679).
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
Both sources confirm the implementation of centralized logic to respect company-level flags for visitor attachments, as evidenced by PR #14670.
Jira docs · Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
## Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- **Company-Level Flag:** The attachment functionality is now correctly pr…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
CHAT-17560
code has extra
VendorMax – Tier Pricing for Partner Companies Not Visible Under Provisioning
Jira docs mention tier pricing visibility, but the PRs (#14761, #14664) reveal significant additional changes to ProvisioningRequest models and VoiceForm logic not captured in the Jira summary.
Jira docs · Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
## Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- **Company-Level Flag:** The attachment functionality is now correctly pr…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Jira and PR #14721 both document the implementation of thumbnail generation within the Attachments API.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
CHAT-17564
aligned
When an operator sends attachments, they are not available in the return message’s array from the legacy side
PRs #14699 and #14722 confirm the integration of operator-sent attachments into the legacy message array as described in Jira.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
CHAT-17565
aligned
The same file in different messages is restricted from being sent from the Backend
PR #14725 confirms the database schema changes (file hash) to allow multiple uploads of the same file, matching Jira's description.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Both sources confirm that file access in the Leads section is restricted to Super Admins, supported by PR #14654.
Jira docs · Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
## Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- **Company-Level Flag:** The attachment functionality is now correctly pr…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
Both sources describe the restriction of partner access to customer attachments, implemented via PRs #14796 and #14675.
Jira docs · Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
## Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- **Company-Level Flag:** The attachment functionality is now correctly pr…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
CHAT-17575
jira overclaims
Accounting - flag a customer as “banned” or “require autopayment” for the sales team, or within the portal
Jira documentation describes a mandatory auto-payment enforcement workflow and a formal gatekeeper process, whereas PR #14976 only implements a non-blocking warning message in GeneralTab.js.
Jira docs · Billing and Subscription Management v4: Customer Flagging and Reporting Enhancements
## Overview
This update introduces enhanced customer lifecycle management for the accounting and sales teams, specifically targeting the prevention of recurring non-payment cycles. Additionally, it standardizes financial reporting data structures to ensure consistency across the portal, QuickBooks, and HubSpot.
## Customer Flagging: Non-Payment Prevention
To address customers who repeatedly allow invoices to reach a state of non-payment, the system now supports a mandatory a…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
While Jira describes a fixed 10-second delay, the code docs (PR #14881 and related context) reveal that the delay is actually a configurable field ('Pop Up Message Delay Seconds') and includes additional administrative controls like AI-generated text and conflict resolution logic not mentioned in the Jira ticket.
Jira docs · Chat Widget Proactive Engagement Overlay
## Overview
The Proactive Engagement Overlay introduces a Yes/No pop-up mechanism designed to increase chat initiation rates. After a 10-second delay, an overlay appears on the chat widget, prompting the visitor to engage. This feature is specifically designed for the Microservice architecture and supports RD+, pre-chat, and Rounded Dynamic widget configurations.
## User Workflow
1. **Initial Load**: The visitor navigates to the website. The widget loads normally, and the vi…
Code docs · Portal Profile Configuration Update
## Overview
This update introduces enhancements to the Portal Profile configuration, including new AI-driven pop-up message overlay options, expanded video greet management, ElevenLabs AI voice integration, and the formalization of the 'Launch Chat Window' configuration. Security hardening remains a priority with parameterized query implementation.
## Pop Up Message Overlay
Administrators can now configure a pop-up message overlay for the chat widget. New fields include:
- *…
CHAT-17580
aligned
“Attachments” message appears along with the file when the visitor sends only attachments without text
PRs #14735 and #14733 confirm the UI logic to suppress the redundant 'Attachments' text message.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
CHAT-17583
aligned
Operator's display name is required in the sentByUsername property for the Attachments
PRs #14822, #14754, and #14707 confirm the addition of the sentByUsername property to the Attachments object.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
While Jira mentions the configuration column, the PR #14680 shows extensive database schema changes and controller updates that are omitted from the high-level Jira documentation.
Jira docs · Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding tools, focusing on granular access control for attachments, security enhancements for visitor interactions, and improved visibility for partner tier pricing.
## Attachment and File Access Control
To ensure data security, file access is now strictly governed by role-based permissions and company-level configuration:
- **Company-Level Flag:** The attachment functionality is now correctly pr…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
PR #14716 confirms the addition of the Export API for Leads to support 'Download All' functionality.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
PR #14708 confirms the addition of the Export API for Conversations to support 'Download All' functionality.
Jira docs · Chat Widget Attachment Logic and API Integration
## Overview
This documentation covers the enhanced attachment handling capabilities within the chat widget, including cross-platform support (SMS/Web), backend API integration for leads and conversations, and UI/UX improvements for file management.
## User and System Flow
1. **Initiation**: A visitor or operator initiates an attachment upload via the chat interface.
2. **Validation**: The system validates the file type and size. For SMS chats, only image files are supported;…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Jira describes a 6-month retention policy, but PR #14757 and the code documentation reveal a complex data warehousing and purging system involving multiple tables and incremental syncs.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · Portal Data Archiving and Purging System
## Overview
The portal data archiving system synchronizes visitor file upload records, popup-generated message metadata, and request logs from the primary database to the data warehouse. Additionally, the system includes a dedicated Data Purging service that manages the lifecycle of chat records based on company-specific retention policies.
## System Flow
1. **Schema Initialization**: Tables `VisitorFileUploads`, `PopupGeneratedMessages`, and `RequestLogs` are maintained in…
Both sources confirm the removal of the 'Initial Timeout' option; Jira notes it as a permanent removal, while the code docs (PR #14756) confirm the field was hidden in the profile configuration UI.
Jira docs · Chat Widget Pre-Chat Validation
## Overview
This documentation covers enhancements to the Pre-Chat widget, focusing on UI/UX stability, responsive layout alignment, and data integrity for lead forms. These updates ensure that validation messages, greeting text, and input fields render correctly across desktop and mobile environments for both RD and RD Plus themes, while ensuring agent-facing data is correctly formatted.
## System Behavior and Flow
1. **Initialization**: The widget loads the pre-chat greeti…
Code docs · Portal Profile Configuration Update
## Overview
This update introduces enhancements to the Portal Profile configuration, including new AI-driven pop-up message overlay options, expanded video greet management, ElevenLabs AI voice integration, and the formalization of the 'Launch Chat Window' configuration. Security hardening remains a priority with parameterized query implementation.
## Pop Up Message Overlay
Administrators can now configure a pop-up message overlay for the chat widget. New fields include:
- *…
Both sources confirm UI/UX updates to the Documents section in the Leads area, supported by PRs #14851, #14826, #14812, and #14797.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
CHAT-17640
aligned
ApexChat_Attachments_Placeholder text appears in HTML Lead transcript and Leads/Chats tabs when visitor sends attachments
Both sources confirm the replacement of 'ApexChat_Attachments_Placeholder' with actual file names, evidenced by PRs #14932, #14925, #14845, #14829, #14773, and #14764.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
#14932 Bug/CHAT-17640 Fixed empty line issue
#14925 Task/5.7.2/CHAT-17640-Attachments_Placeholder-text-appears-i
#14845 Task/5.7.2/chat 17640 attachments placeholder text appears i
#14829 Task/5.7.2/chat 17640 attachments placeholder text appears i
#14773 Bug/CHAT-17640 Hide attachment placeholder
#14764 Bug/CHAT-17640 Hide attachment placeholder
CHAT-17641
code has extra
The Dashboard end for the attached files does not follow the provided Dashboard Design.
Jira mentions label and timestamp updates, while PR #14810 specifically addresses dashboard design implementation in ExtChatRoom.js.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
Both Jira and code documentation confirm the resolution of hyperlink rendering issues, with PR #15068 and #14765 specifically addressing the functional fix in ApexChat.Core/Managers/ChatManager.cs.
Jira docs · Chat Widget Interaction Flows v4: Enhancements and Fixes
## Overview
This documentation covers recent updates to the chat widget interaction flows, focusing on improving visual clarity, message rendering, and session persistence for visitors.
## Core Functionality
### Hyperlink Management
- **Visual Cleanliness:** When configuring quick replies with URLs, the system now hides raw HTML tags from the configuration interface, ensuring that only the display text is visible to administrators.
- **Visitor Experience:** Hyperlinks are no…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17650
aligned
[Video greet] Selected videos are not displaying inside the profile video greet section
Both sources confirm the resolution of video rendering issues within the profile video greet section, with the code documentation specifically citing the TreeCombo component update in PR #14786.
Jira docs · Chat Widget Video Greeting Stability and UI Enhancements
## Overview
This documentation covers the stability improvements and UI refinements for the Chat Widget Video Greeting feature. These updates ensure consistent loading behavior, improved visual alignment, and correct functionality of language translation and media display within the widget.
## User Flow
1. **Initialization**: Upon site load, the video greeting initializes. The system ensures the video loads correctly on the first attempt without requiring page refreshes.
2.…
Code docs · Portal Profile Configuration Update
## Overview
This update introduces enhancements to the Portal Profile configuration, including new AI-driven pop-up message overlay options, expanded video greet management, ElevenLabs AI voice integration, and the formalization of the 'Launch Chat Window' configuration. Security hardening remains a priority with parameterized query implementation.
## Pop Up Message Overlay
Administrators can now configure a pop-up message overlay for the chat widget. New fields include:
- *…
While Jira focuses on UI synchronization, the PRs (15010, 14992) reveal significant backend infrastructure changes, including the implementation of new attachment management endpoints and service layer logic not mentioned in the Jira documentation.
Jira docs · Chat Widget Attachment Logic v2 Documentation
## Overview
The Chat Widget Attachment Logic v2 provides a robust, responsive, and reliable file-sharing experience for visitors. This update ensures that file uploads, multi-file handling, and UI responsiveness are optimized for both desktop and mobile environments, preventing common issues like session persistence, layout breakage, and synchronization errors.
## User Flow
1. **Initiation**: The visitor clicks the attachment icon in the chat widget.
2. **Selection**: The vi…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Both sources confirm a fix for company generation failures; PR #14762 modifies CompanyManager.cs to resolve the provisioning blocker.
Jira docs · Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding Tools v3, focusing on feature configuration defaults, company creation stability, and UI accuracy for vendor-specific pricing.
## Default Feature Flagging
Administrators can now configure specific General Package and host-level features to be enabled by default during the onboarding process. This ensures that essential features are pre-selected, requiring manual intervention only if a use…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17657
aligned
Display DOCUMENTS section in HTML lead even when “DO NOT SEND IN LEAD” is selected.
Both sources confirm the requirement to keep the 'Documents' section visible in HTML leads despite the 'Do Not Send' setting, implemented in PR #14766.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · Chat Lead Management Attachments
## Overview
The Chat Lead Management Attachments system allows visitors to upload files during a chat session, which are then processed, stored, and optionally included in lead notification emails. The system provides granular control over attachment visibility and access permissions for agents, partners, and administrators.
## Capability Details
- **Attachment Processing**: When a visitor uploads a file, it is associated with the chat log. The system replaces internal place…
CHAT-17658
aligned
[Company] VendorMax – Tier Pricing for Partner Companies is Not Visible Under voice section
Both sources confirm a UI fix for VendorMax Tier Pricing labels; PR #14771 updates VoiceForm.js and related portal scripts to display the correct descriptive labels.
Jira docs · Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates
## Overview
This documentation covers recent updates to the Provisioning and Onboarding Tools v3, focusing on feature configuration defaults, company creation stability, and UI accuracy for vendor-specific pricing.
## Default Feature Flagging
Administrators can now configure specific General Package and host-level features to be enabled by default during the onboarding process. This ensures that essential features are pre-selected, requiring manual intervention only if a use…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17659
code has extra
Chat window becomes unresponsive and Comments/Notes show full history when opening closed chats with attachments
Jira describes this as a performance fix, but PR #14781 specifically addresses a null reference error in ExtChatRoom.js when loading closed chats.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
While the Jira ticket focuses on the notification requirement for script changes, the code documentation reveals that the underlying system underwent significant architectural changes, including Word document imports, node duplication logic, and new database schema attributes like WorkflowType, which are entirely absent from the Jira documentation.
Jira docs · AI Chatbot Script Flow Management: Company-Level Script Updates
## Overview
This documentation outlines the intended behavior for managing AI chatbot script transitions at the company level. The system is designed to ensure that when a script is updated, existing widget configurations are reconciled to prevent chat initiation failures.
## User Flow
1. **Initiation**: An administrator navigates to the company-level settings to modify or replace the active chatbot script.
2. **Validation**: The system checks if the current widgets contain…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
Jira simply states it fixes SMS rendering, while PR #14821 shows extensive backend changes including new interfaces, managers, and database schema updates.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
The Chat Dashboard Attachment Management system enables seamless file exchange between visitors and agents. This feature supports document uploads, proper rendering in chat interfaces, and integration with lead management systems. It includes automated lifecycle management for stored files and ensures consistent UI/UX across web and SMS channels.
## User and System Flow
1. **Initiation**: A visitor or agent initiates a file upload via the chat widget or portal.
2…
Code docs · SMS Chat Integration Documentation
## Overview
The SMS Chat Integration provides a mechanism to handle multi-part messages, file attachments, and web-to-SMS session transfers. When a chat message contains the delimiter "||", the system splits the content into individual SMS segments. The system includes sanitization, fallback logic for incoming SMS requests, and mandatory visitor identification for web-to-SMS transfers. Recent updates include support for processing media attachments from Twilio, improved attac…
CHAT-17675
aligned
restrict external users (localiq) from setting Agents Enabled or Assign to agents if Virtual Assistant is set
Both sources confirm the restriction of agent-related settings for Virtual Assistant accounts, with PRs #15029 and #15026 specifically targeting the ServiceManager logic to enforce this validation.
Jira docs · AI Chatbot Integration and Widget Management Documentation
## Overview
This documentation covers recent enhancements and fixes for the AI Chatbot integration, focusing on configuration integrity, widget behavior, and user interface stability.
## Configuration Integrity
To prevent misconfiguration of Virtual Assistant (VA) accounts, the system now enforces strict validation. External users (such as LocaliQ partners) and automated scheduled tasks are restricted from enabling 'Agents Enabled' or 'Assign to Agents' settings if the 'Virt…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17677
aligned
File Upload Stops Working After Internet Disconnect, even for the Later Sessions.
Both sources confirm the fix for broken widget states following internet disconnections, with PR #14804 addressing the core connectivity logic.
Jira docs · Chat Widget Attachment Logic Documentation
## Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
## File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
### Business Rules & Constraints
- **Per-Message Limits:** Users may attach up to 5 files per individual message. The file counter…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
CHAT-17678
aligned
Enable operator attachments" flag is required in legacy portal to allow operators uploading the attachments
Jira documentation and PRs #14892, #14887, and #14848 consistently describe the implementation of the 'Enable Operator Attachments' toggle in the Legacy Portal settings.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
## Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading f…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Both sources confirm the implementation of automated deactivation emails via Hangfire, as reflected in PR #14849.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
While Jira only mentions a 7-day retention, the code docs (PR #14904) reveal a more complex lifecycle including a 6-month permanent purge and specific database-level soft-delete procedures in KeepProductionSmall.sql.
Jira docs · System Data Management: File Retention and Search Engine Integration
## Overview
This documentation covers the implementation of automated file retention policies and search engine-driven bot interactions within the system.
## File Retention Policy
To optimize storage and data management, the system enforces a strict 7-day retention period for all uploaded files.
### User Flow
1. **Upload:** Files are stored in the system upon upload.
2. **Retention Period:** Files remain accessible for 7 days from the date of creation.
3. **Expiration:** O…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Both sources confirm the fix for file delivery when sent alongside text messages, supported by PR #14860 modifying the agent dashboard script.
Jira docs · Chat Widget Attachment Logic Documentation
## Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
## File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
### Business Rules & Constraints
- **Per-Message Limits:** Users may attach up to 5 files per individual message. The file counter…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
Both sources confirm the resolution of UI layout distortion for multiple files, with PR #14839 specifically modifying the dashboard CSS to address this.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
## Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading f…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
CHAT-17686
aligned
CLONE - [Attachments] Failed attachments from visitor side still appear on dashboard in broken format
Jira documentation and PRs #14828 and #14827 both address the suppression of failed visitor-side attachments to prevent broken UI elements in the dashboard.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
## Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading f…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Both sources confirm the fix for call routing logic conflicts with the rules engine, specifically addressed in PR #14907 within CallManager.cs.
Jira docs · Voice Call Connect Configuration Documentation
## Overview
The Voice Call Connect configuration allows users to manage automated call routing between a business and a visitor. This feature supports custom greetings via uploaded recordings or text-to-speech (TTS), reverse call connection logic, and advanced routing rules.
## Core Functionality
### Call Connection Logic
When 'Call business phone number first' is enabled, the system initiates the call to the business number before connecting the visitor. The system correctl…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
While Jira mentions the endpoint, PR #14864 reveals additional work on MIME type handling for attachments that is not explicitly detailed in the Jira documentation.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
## Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading f…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
CHAT-17696
code has extra
Restart chat overlay appearing when the visitor sends a message on apexfeature1 environment.
While Jira describes this as a UI fix for the 'Restart Chat' overlay, the code documentation in 'chat_core_engine' reveals the underlying fix was a null-safety check for 'ChatAttachmentIds' in ChatManager.cs, which is omitted from the Jira summary.
Jira docs · AI Chatbot Integration and Widget Management Documentation
## Overview
This documentation covers recent enhancements and fixes for the AI Chatbot integration, focusing on configuration integrity, widget behavior, and user interface stability.
## Configuration Integrity
To prevent misconfiguration of Virtual Assistant (VA) accounts, the system now enforces strict validation. External users (such as LocaliQ partners) and automated scheduled tasks are restricted from enabling 'Agents Enabled' or 'Assign to Agents' settings if the 'Virt…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17699
aligned
[Scripting] Multiple actions are displayed on the duplicate option-based question
Jira documentation states the system prevents incorrect display of multiple actions on duplicate questions, a fix verified by the logic changes in ScriptTree.js within PRs #14872 and #14861.
Jira docs · AI Chatbot Script Flow Management
## Overview
The AI Chatbot Script Flow Management system provides a visual interface for designing and configuring conversational flows. This system allows administrators to define question types, manage consent workflows, and ensure consistent UI behavior across various chatbot interactions.
## Core Functionality
### Script Flow Diagram
The Script Flow Diagram serves as the central hub for configuring chatbot logic. Users can define specific question types and assign action…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
CHAT-17708
aligned
Unable to add a user to a company when the company name contains special characters
Both sources confirm the fix for special character handling in company names, addressed in PRs #14924 and #14922 via string extension updates.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Both sources confirm the implementation of custom recording and TTS logic for the business end, supported by PR #14923 in TwilioCallProvider.cs.
Jira docs · Voice Call Connect Configuration Documentation
## Overview
The Voice Call Connect configuration allows users to manage automated call routing between a business and a visitor. This feature supports custom greetings via uploaded recordings or text-to-speech (TTS), reverse call connection logic, and advanced routing rules.
## Core Functionality
### Call Connection Logic
When 'Call business phone number first' is enabled, the system initiates the call to the business number before connecting the visitor. The system correctl…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm the fix for the automatic enabling of business recordings, implemented in CompanyForm.js via PR #14952.
Jira docs · Voice Call Connect Configuration Documentation
## Overview
The Voice Call Connect configuration allows users to manage automated call routing between a business and a visitor. This feature supports custom greetings via uploaded recordings or text-to-speech (TTS), reverse call connection logic, and advanced routing rules.
## Core Functionality
### Call Connection Logic
When 'Call business phone number first' is enabled, the system initiates the call to the business number before connecting the visitor. The system correctl…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17712
aligned
Call connect - allow to shuffle multiple recordings or text to speech on both end
Both sources confirm the introduction of the shuffle feature for recordings and TTS, supported by PR #15015 across multiple managers and the company form.
Jira docs · Voice Call Connect Configuration Documentation
## Overview
The Voice Call Connect configuration allows users to manage automated call routing between a business and a visitor. This feature supports custom greetings via uploaded recordings or text-to-speech (TTS), reverse call connection logic, and advanced routing rules.
## Core Functionality
### Call Connection Logic
When 'Call business phone number first' is enabled, the system initiates the call to the business number before connecting the visitor. The system correctl…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
While Jira mentions fixing exceptions, the code docs specify that PR #14913 also implemented necessary CORS support for visitor attachment uploads.
Jira docs · Chat Widget Attachment Logic Documentation
## Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
## File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
### Business Rules & Constraints
- **Per-Message Limits:** Users may attach up to 5 files per individual message. The file counter…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Both sources confirm the restriction of attachment filenames for legacy agents, with PRs #15039 and #14983 implementing the placeholder logic in the agent dashboard.
Jira docs · Chat Dashboard Attachment Management Documentation
## Overview
This documentation covers the enhancements and fixes for the Chat Dashboard attachment management system. These updates improve operator control, UI consistency, cross-platform compatibility, and security for legacy agents.
## Operator Attachment Control
Administrators can now manage operator file upload capabilities via the Legacy Portal. Under the 'General' settings tab, a new toggle, "Enable Operator Attachments," allows or restricts operators from uploading f…
Code docs · Chat Visitor Attachments Core Documentation Update
## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit…
Both sources confirm the resolution of expired file accessibility in conversation loads, with PR #14947 implementing the detection logic.
Jira docs · Chat Widget Attachment Logic Documentation
## Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
## File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
### Business Rules & Constraints
- **Per-Message Limits:** Users may attach up to 5 files per individual message. The file counter…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
Both sources confirm the UI requirement to display the 'file is not available' message inside the file tile, implemented via PR #14953.
Jira docs · Chat Widget Attachment Logic Documentation
## Overview
This documentation outlines the updated attachment logic for the chat widget, ensuring robust file handling, improved validation, and consistent delivery across various session states and environments.
## File Support and Validation
The system now supports a wider range of file extensions, including .txt, .zip, .rar, .mp4, and .mp3.
### Business Rules & Constraints
- **Per-Message Limits:** Users may attach up to 5 files per individual message. The file counter…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
CHAT-17729
aligned
[Pop-up message overlay] The failed request error appears when the user saves the company without the pop-up message values in the profile
Both Jira and code documentation confirm that validation was implemented to prevent request failures when saving company settings without pop-up values, specifically addressed in PR #14956.
Jira docs · Chat Widget Pop-up Message Overlay Documentation
## Overview
The Pop-up Message Overlay feature introduces a proactive engagement tool for the chat widget. It displays a customizable message with 'Yes/No' options to visitors after a defined delay, encouraging interaction and chat initiation.
## User Flow
1. **Configuration**: Administrators enable the feature in the portal. Upon first activation, the system defaults to a 10-second delay and the message: "Do you want to chat with a representative who can help you?"
2. **Tri…
Code docs · Portal Theme Customization and Chat Bar Enhancements
## Overview
The Portal Theme Customization feature allows administrators to configure background color settings, manage interactive pop-up message overlays, and select specialized chat themes. Users can select from various color modes and themes, including the 'Rounded Dynamic Premium' theme. The system also manages advanced chat bar invitation configurations, including responsive layout adjustments, column class management, and dynamic height handling.
## User Flow
1. **Con…
CHAT-17730
aligned
Save Popup gets disabled when a partner's operator clicks on save while creating a provisioning
Both sources confirm the fix for the 'Save' confirmation popup UI, implemented in PR #14957.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · portal_company_management_batch_15
## Overview
This update introduces several enhancements to the company management portal, focusing on role-based access control (RBAC), provisioning workflows, and automated customer communication settings. It also includes stability improvements for the provisioning request form.
## Key Capabilities
- **Role-Based Access Control**: New 'Billing Viewer' and 'Billing Editor' roles have been added to the system, allowing granular control over billing information access within…
CHAT-17732
aligned
No default message and timer are populated in the Message Text field when the Pop-Up Message feature is enabled for the first time
Both sources confirm the implementation of default values for the message text and delay timer upon initial feature activation, as verified by PR #14968.
Jira docs · Chat Widget Pop-up Message Overlay Documentation
## Overview
The Pop-up Message Overlay feature introduces a proactive engagement tool for the chat widget. It displays a customizable message with 'Yes/No' options to visitors after a defined delay, encouraging interaction and chat initiation.
## User Flow
1. **Configuration**: Administrators enable the feature in the portal. Upon first activation, the system defaults to a 10-second delay and the message: "Do you want to chat with a representative who can help you?"
2. **Tri…
Code docs · Portal Theme Customization and Chat Bar Enhancements
## Overview
The Portal Theme Customization feature allows administrators to configure background color settings, manage interactive pop-up message overlays, and select specialized chat themes. Users can select from various color modes and themes, including the 'Rounded Dynamic Premium' theme. The system also manages advanced chat bar invitation configurations, including responsive layout adjustments, column class management, and dynamic height handling.
## User Flow
1. **Con…
Both sources confirm the resolution of the 'undefined' chat display issue in the agent dashboard, with PRs #14989 and #14988 specifically targeting the ExtChatRoom.js file.
Jira docs · Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic
## Overview
This documentation covers recent updates to the Agent Dashboard, focusing on chat routing stability, email auto-pick logic, and the integration of Suggestive AI across legacy and modern dashboard environments.
## Chat Routing and Stability
- **Undefined Chat Resolution:** The dashboard now correctly identifies and renders active chat sessions. Previously, certain sessions appeared as 'undefined' in the agent interface, preventing proper interaction.
- **Language-…
Code docs · Chat Summarization Engine Documentation Update
## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabl…
Both sources confirm the resolution of call connection failures via updates to Twilio configuration files (PR #14993).
Jira docs · Voice Call Connect Reliability
## Overview
This documentation outlines the resolution of call connectivity failures and the management of call data for partner-initiated calls. The system prioritizes host-level dedicated numbers to ensure reliable routing and implements strict validation for visitor phone numbers.
## System Flow
1. **Initiation**: A partner initiates a voice call through the platform.
2. **Number Selection**: The system evaluates available host-level dedicated numbers. Selection is restri…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
Both sources confirm the resolution of file-naming constraints for saved recordings containing spaces, with the PR #15020 specifically addressing this in VoiceRecordingManager.cs.
Jira docs · AI Chatbot Speech-to-Text (STT) Refinements
## Overview
The AI Chatbot Speech-to-Text (STT) refinement feature enhances the transcription engine's ability to interpret natural language nuances and ensures robust handling of saved audio assets. This update improves the detection of special characters, introduces contextual awareness for interrogative sentences, and resolves file-naming constraints for saved recordings.
## User Flow
1. **Audio Input**: The user speaks into the chatbot interface.
2. **Transcription Proce…
Code docs · Chat Video Greet System Documentation Update
## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffli…
Both sources confirm the resolution of attachment duplication on the Agent Dashboard, with PR #15043 and #15046 addressing the specific dashboard and lead form refresh logic.
Jira docs · Chat Widget Attachment Logic v3 Documentation
## Overview
This documentation outlines the improvements and bug fixes implemented in the chat widget attachment logic. These updates ensure consistent file handling across various chat states, including lead forms, exit pop-ups, and agent dashboard synchronization.
## Attachment Behavior and Constraints
- **Lead Form Integration:** File attachment UI components are explicitly excluded from the 'Send Lead' form to prevent invalid data submission.
- **Feature Toggle Dependenc…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
CHAT-17764
aligned
The file names duplicate inside the Dashboard Comments section when the user refreshes/clicks on the transfer to lead form button.
Both sources identify the fix for file name duplication in the Dashboard Comments section, specifically addressed by PR #15044 in the SendLeadForm.js file.
Jira docs · Chat Widget Attachment Logic v3 Documentation
## Overview
This documentation outlines the improvements and bug fixes implemented in the chat widget attachment logic. These updates ensure consistent file handling across various chat states, including lead forms, exit pop-ups, and agent dashboard synchronization.
## Attachment Behavior and Constraints
- **Lead Form Integration:** File attachment UI components are explicitly excluded from the 'Send Lead' form to prevent invalid data submission.
- **Feature Toggle Dependenc…
Code docs · Chat Visitor Attachments UI
## Overview
The Chat Visitor Attachments UI capability manages the rendering, display, and interaction of files uploaded by visitors within the legacy agent dashboard. It ensures that attachments are correctly parsed, styled, and secured for operator access.
## Functional Flow
1. **Message Processing**: The system checks for `visitorAttachedFiles`. If present, it uses `ApexChat_Attachments_PlaceHolder` to manage UI state.
2. **Rendering**: Attachments are injected into the c…
While Jira docs describe the routing fix, the code documentation reveals that the fix involved specific SQL stored procedure changes (GetAgentOperatorForTransfer.sql) and a subsequent revert/re-implementation cycle in PRs #15160 and #15137.
Jira docs · Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic
## Overview
This documentation covers recent updates to the Agent Dashboard, focusing on chat routing stability, email auto-pick logic, and the integration of Suggestive AI across legacy and modern dashboard environments.
## Chat Routing and Stability
- **Undefined Chat Resolution:** The dashboard now correctly identifies and renders active chat sessions. Previously, certain sessions appeared as 'undefined' in the agent interface, preventing proper interaction.
- **Language-…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Jira documentation accurately reflects the fixes for CSV export columns and the conversion of the 'Suggestive AI Bot' column to boolean values, which are supported by PRs #15143, #15138, and #15127.
Jira docs · System Reporting and Data Integrity Documentation
## Overview
This documentation covers recent updates to system reporting, data integrity, and portal navigation. These changes ensure accurate data exports, reliable lead transmission, and improved administrative efficiency within the legacy and UIUX portals.
## Data Integrity and Reporting
### CSV Export Accuracy
The system now correctly populates columns in CSV exports. Previously, certain fields such as 'Appointment Association', 'Is Test', and 'Appointment Scheduling' fa…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17772
aligned
Phone Number and Call Connect fields allow selection of phone numbers not present in the recent chat session
Both sources describe restricting phone number selection to the chat transcript, implemented in InstantCallPanel.js (PR #15056).
Jira docs · Voice Call Connect Reliability
## Overview
This documentation outlines the resolution of call connectivity failures and the management of call data for partner-initiated calls. The system prioritizes host-level dedicated numbers to ensure reliable routing and implements strict validation for visitor phone numbers.
## System Flow
1. **Initiation**: A partner initiates a voice call through the platform.
2. **Number Selection**: The system evaluates available host-level dedicated numbers. Selection is restri…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
While Jira focuses on country code auto-appending, the PR #15061 introduces a non-blocking UI warning for phone number changes not mentioned in the Jira documentation.
Jira docs · Voice Call Connect Reliability
## Overview
This documentation outlines the resolution of call connectivity failures and the management of call data for partner-initiated calls. The system prioritizes host-level dedicated numbers to ensure reliable routing and implements strict validation for visitor phone numbers.
## System Flow
1. **Initiation**: A partner initiates a voice call through the platform.
2. **Number Selection**: The system evaluates available host-level dedicated numbers. Selection is restri…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
Both sources confirm the fix for the Knowledge Base search filter issue, with the code documentation explicitly citing the update to 'VisitorQuestionManager' in PR 15091 to handle status filtering.
Jira docs · AI Chatbot Knowledge Base Management Documentation
## Overview
The Knowledge Base (KB) management system allows administrators to centralize information for AI Chatbots, Live Agents, and Operator accounts. By providing a repository for website URLs, file uploads, and manual Q&A pairs, the system enables automated and agent-assisted responses to user queries.
## Core Functionality
- **Unified KB Access:** The KB module is extended beyond AI Chatbots to include Live Agents and Operator accounts, ensuring consistent information…
Code docs · Portal Reporting and Logs Update: AI Token Tracking
## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI ch…
Jira documentation states that changes related to non-US phone number formatting were reverted, whereas the code documentation (PR #15078) explicitly details the implementation of logic to strip leading zeros for AU and NZ visitors.
Jira docs · Chat Widget Pre-Chat Validation
## Overview
This documentation covers enhancements to the Pre-Chat widget, focusing on UI/UX stability, responsive layout alignment, and data integrity for lead forms. These updates ensure that validation messages, greeting text, and input fields render correctly across desktop and mobile environments for both RD and RD Plus themes, while ensuring agent-facing data is correctly formatted.
## System Behavior and Flow
1. **Initialization**: The widget loads the pre-chat greeti…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
CHAT-17780
aligned
The phone number field is showing the encrypted as well as decrypted phone number for agent dashboard.
Both sources confirm the resolution of the redundant encrypted phone number display in the agent dashboard, with the code documentation (PR #15076) specifically targeting the SendLeadForm.js file.
Jira docs · Chat Widget Pre-Chat Validation
## Overview
This documentation covers enhancements to the Pre-Chat widget, focusing on UI/UX stability, responsive layout alignment, and data integrity for lead forms. These updates ensure that validation messages, greeting text, and input fields render correctly across desktop and mobile environments for both RD and RD Plus themes, while ensuring agent-facing data is correctly formatted.
## System Behavior and Flow
1. **Initialization**: The widget loads the pre-chat greeti…
Code docs · Appointment Scheduling Nylas V3 Integration Updates
## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The syste…
CHAT-17782
code has extra
Implement search functionality in the legacy portal where we have only pages
While Jira documentation covers the implementation of search functionality, the PRs #15133 and #15163 reveal additional bug fixes related to HostId errors and Profile search queries that were not explicitly detailed in the Jira summary.
Jira docs · System Reporting and Data Integrity Documentation
## Overview
This documentation covers recent updates to system reporting, data integrity, and portal navigation. These changes ensure accurate data exports, reliable lead transmission, and improved administrative efficiency within the legacy and UIUX portals.
## Data Integrity and Reporting
### CSV Export Accuracy
The system now correctly populates columns in CSV exports. Previously, certain fields such as 'Appointment Association', 'Is Test', and 'Appointment Scheduling' fa…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
The Jira documentation accurately reflects the implementation of adding specific email addresses to the Order Summary, which is supported by the configuration changes in PRs 15110, 15101, and 15093.
Jira docs · System Onboarding and Provisioning Documentation
## Overview
This documentation covers recent updates to the system onboarding and provisioning workflows, specifically regarding automated email notifications, company creation defaults, and billing trial period management.
## Order Summary Notifications
When a new order is processed, the system automatically triggers an Order Summary email. To ensure key stakeholders are informed, the system now includes `[email protected]` and `[email protected]` as CC recipients…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input c…
Both sources identify this as a fix for script template upload failures, with PRs 15104, 15102, and 15100 confirming the revert of restrictive validation logic in ScriptTree.js.
Jira docs · AI Chatbot Script Flow Management Documentation
## Overview
The AI Chatbot Script Flow Management system allows administrators and scripting teams to define, upload, and manage conversational scripts for automated chat interactions. This documentation covers recent enhancements to template handling, duplication logic, and agent-side search functionality.
## Script Template Management
Administrators can upload script templates for both new and existing companies. The system now supports a decoupled import process: when a d…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
While Jira mentions document import decoupling and multi-delete, the PR 15124 also involves significant backend changes in AgentScriptManager.cs and ApexChatService.svc.cs that are not detailed in the Jira documentation.
Jira docs · AI Chatbot Script Flow Management Documentation
## Overview
The AI Chatbot Script Flow Management system allows administrators and scripting teams to define, upload, and manage conversational scripts for automated chat interactions. This documentation covers recent enhancements to template handling, duplication logic, and agent-side search functionality.
## Script Template Management
Administrators can upload script templates for both new and existing companies. The system now supports a decoupled import process: when a d…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
The Jira documentation correctly describes the change to the 'Gen AI' flag default state, which is implemented in the code changes within PR 15125.
Jira docs · System Onboarding and Provisioning Documentation
## Overview
This documentation covers recent updates to the system onboarding and provisioning workflows, specifically regarding automated email notifications, company creation defaults, and billing trial period management.
## Order Summary Notifications
When a new order is processed, the system automatically triggers an Order Summary email. To ensure key stakeholders are informed, the system now includes `[email protected]` and `[email protected]` as CC recipients…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
CHAT-17802
aligned
Error occurs while duplicating a company when duplicate script questions are used as pre-chat greeting
Both sources confirm the resolution of a system error during company duplication caused by duplicate script questions, addressed in PR 15126 via changes to CompanyManager.cs.
Jira docs · AI Chatbot Script Flow Management Documentation
## Overview
The AI Chatbot Script Flow Management system allows administrators and scripting teams to define, upload, and manage conversational scripts for automated chat interactions. This documentation covers recent enhancements to template handling, duplication logic, and agent-side search functionality.
## Script Template Management
Administrators can upload script templates for both new and existing companies. The system now supports a decoupled import process: when a d…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
The Jira documentation and PR #15149 both describe the fix for transaction history synchronization issues in the BillingManager, confirming the resolution of the reported bug.
Jira docs · Billing, Transaction, and Subscription Management Documentation
## Overview
This documentation covers recent updates to the billing and subscription management module, focusing on transaction history visibility, credit card lifecycle tracking, usage-based billing, and package management stability.
## Transaction History
The system now correctly synchronizes and displays transaction history for newly created Stripe customers.
*Note: Customers created prior to the fix may still experience missing history in the UI. Manual reconciliation…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input c…
CHAT-17819
aligned
Updated Phone and Email Persist After Lead Submission and Do Not Refresh from Transcript
Both sources confirm the fix for persistence of phone and email values after submission, with PR #15165 specifically addressing the transcript refresh issue in SendLeadForm.js.
Jira docs · Chat Lead Form Data Integrity
## Overview
This documentation covers the data integrity and persistence mechanisms for the Chat Lead Form. It ensures that contact information (phone and email) captured during a chat session is accurately reflected, persisted across session states, and correctly formatted for agent and admin workflows. It also defines the conditions under which lead assignment occurs.
## User Flow
1. **Data Capture:** The system extracts phone and email information from the chat transcript…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
The Jira documentation describes UI/UX logic for conditional display, but PR #15287 modifies core DTOs (CompanyDTO, OnBoardingDTO), suggesting backend structural changes not explicitly detailed in the Jira feature description.
Jira docs · Twilio Toll-Free SMS Verification Configuration
## Overview
This feature enables the collection and transmission of mandatory regulatory information required for Twilio Toll-Free SMS verification. By integrating these fields into the quote, provisioning, and account management workflows, the system ensures compliance with carrier requirements for SMS-enabled numbers.
## Workflow
1. **Quote Creation**: During the onboarding quote process, an internal user selects an 'SMS' flag (Yes/No).
2. **Conditional Display**: If 'Yes'…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input c…
Both sources confirm the implementation of encrypted number display and country-code formatting for SMS chats, supported by PRs #15210, #15199, and #15187.
Jira docs · Call Connect and SMS Integration Documentation
## Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
## User Flow
1. **Capture:** The system identifies phone numbers shared within an SMS or standard chat session.
2. **Display:** The Call C…
Code docs · Chat, SMS, and Call Connect Integration
## Overview
This capability manages the integration between SMS-based chats and the Call Connect feature within the agent dashboard. It ensures that visitor phone numbers are correctly identified, encrypted, and displayed to agents, while providing robust support for multiple default caller IDs.
## User and System Flow
1. **Number Extraction**: When an SMS chat begins, the system scans the transcript for phone numbers. The regex pattern used for extraction is role-based: adm…
CHAT-17831
aligned
[Accounts] Pagination is not functioning in the QuickBooks customer dropdown field
Both sources confirm the implementation of pagination for the QuickBooks customer dropdown, with PR #15176 providing the necessary code changes in QuickbooksManager and PagedResult.
Jira docs · QuickBooks Integration Management
## Overview
The Dynamic QuickBooks Product Linking feature allows for granular control over how software features are mapped to products within QuickBooks. This system also manages the synchronization of customer accounts and product IDs between the platform and QuickBooks.
## System Flow
1. **Configuration**: The system administrator identifies the target `feature_id` and the corresponding `quickbookproductid` from the QuickBooks account.
2. **Database Update**: The adminis…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input c…
CHAT-17838
code has extra
Manually Updated Email/Phone Not Persisting on Agent Dashboard After Chat Reopen
While both sources address persistence, the code docs reveal additional complexity involving QueueGrid.js synchronization (PR #15219) and multiple iterations of SendLeadForm.js fixes not fully detailed in the Jira overview.
Jira docs · Chat Lead Form Data Integrity
## Overview
This documentation covers the data integrity and persistence mechanisms for the Chat Lead Form. It ensures that contact information (phone and email) captured during a chat session is accurately reflected, persisted across session states, and correctly formatted for agent and admin workflows. It also defines the conditions under which lead assignment occurs.
## User Flow
1. **Data Capture:** The system extracts phone and email information from the chat transcript…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
CHAT-17841
code has extra
Translation Stops Working in Spanish Chats After Email is Sent in Dashboard
While Jira focuses on the user-facing impact of email-triggered language switching, the code documentation (PR #15190) reveals the underlying technical implementation: the engine now explicitly ignores messages consisting solely of email addresses to prevent incorrect language re-classification.
Jira docs · Chat Translation Service: Email Integration Stability
## Overview
The Chat Translation Service ensures that non-English interactions are seamlessly translated into the agent's preferred language in real-time. This documentation addresses the stability of the translation engine when external events, such as sending an email from the dashboard, occur during an active chat session.
## User Flow
1. An agent engages in a chat session with a visitor where the language is identified as non-English (e.g., Spanish).
2. The system automa…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17842
aligned
Save Twilio Additional fields data in Quote, Provisioning, Accounts and Companies
PR #15248 confirms the persistence of Twilio fields across the exact entities listed in the Jira documentation, including Account, Company, and ProvisioningRequest controllers and models.
Jira docs · Twilio Toll-Free SMS Verification Configuration
## Overview
This feature enables the collection and transmission of mandatory regulatory information required for Twilio Toll-Free SMS verification. By integrating these fields into the quote, provisioning, and account management workflows, the system ensures compliance with carrier requirements for SMS-enabled numbers.
## Workflow
1. **Quote Creation**: During the onboarding quote process, an internal user selects an 'SMS' flag (Yes/No).
2. **Conditional Display**: If 'Yes'…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input c…
Both Jira and code documentation confirm the implementation of logic to prioritize and automatically populate the most recent email address from chat transcripts, as evidenced by PRs #15246 and #15204.
Jira docs · Agent Dashboard Lead Management Enhancements
## Overview
This documentation covers recent updates to the Agent Dashboard, focusing on improved visibility for host and marketing data, and critical bug fixes for the Send Lead form automation.
## Host Tab Enhancements
The Host tab has been expanded to provide internal users with deeper insights into host associations and lead history. The following columns are now available:
- **Domain**: The host's associated domain.
- **Association**: The specific entity or group the ho…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
CHAT-17854
code has extra
The Call Connect Phone Number Dropdown Does Not Display All Phone Numbers from SMS Chat
While Jira focuses on dropdown population, the code docs and PRs #15233 and #15223 explicitly mention adding alerts for multiple number detection and handling specific number formats.
Jira docs · Call Connect and SMS Integration Documentation
## Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
## User Flow
1. **Capture:** The system identifies phone numbers shared within an SMS or standard chat session.
2. **Display:** The Call C…
Code docs · Chat, SMS, and Call Connect Integration
## Overview
This capability manages the integration between SMS-based chats and the Call Connect feature within the agent dashboard. It ensures that visitor phone numbers are correctly identified, encrypted, and displayed to agents, while providing robust support for multiple default caller IDs.
## User and System Flow
1. **Number Extraction**: When an SMS chat begins, the system scans the transcript for phone numbers. The regex pattern used for extraction is role-based: adm…
CHAT-17855
aligned
Phone Dropdown in Lead Form Displays Both Encrypted and Non-Encrypted Numbers for SMS Chats
Both sources confirm the restriction of the Lead form dropdown to display only valid, decrypted numbers, as implemented in PR #15225.
Jira docs · Call Connect and SMS Integration Documentation
## Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
## User Flow
1. **Capture:** The system identifies phone numbers shared within an SMS or standard chat session.
2. **Display:** The Call C…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
CHAT-17870
aligned
When an agent selects a phone number from the drop-down, the select phone number is not getting decrypted in the Portal as well as the HTML Lead form.
Both sources confirm the fix for phone number decryption in Portal and HTML lead forms, as addressed in PR #15253.
Jira docs · Call Connect and SMS Integration Documentation
## Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
## User Flow
1. **Capture:** The system identifies phone numbers shared within an SMS or standard chat session.
2. **Display:** The Call C…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
CHAT-17872
aligned
The Phone number and Email that are used in lead sending are getting decrypted for the agent in the phone number drop-down.
Both sources confirm the security implementation to prevent premature decryption of contact data in dropdowns, supported by PRs #15259 and #15256.
Jira docs · Call Connect and SMS Integration Documentation
## Overview
The Call Connect and SMS Integration feature enables agents and administrators to initiate voice calls directly from chat interfaces. This system handles the secure transmission, decryption, and display of visitor phone numbers captured during SMS and standard chat sessions, ensuring seamless lead management and communication.
## User Flow
1. **Capture:** The system identifies phone numbers shared within an SMS or standard chat session.
2. **Display:** The Call C…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
CHAT-17888
code has extra
Use Non CF url for websync connection on visitor end and agentdashboard based on a flag in global configuration
While Jira claims the flag covers both visitor and agent dashboard, PR #15341 specifically reverts dashboard changes, indicating the implementation in the code is more restricted or undergoing active modification compared to the Jira documentation.
Jira docs · Portal Onboarding and Configuration Enhancements
## Overview
This documentation covers recent updates to the portal onboarding and configuration modules, focusing on improved testing capabilities, system stability, and infrastructure resilience.
## Monitoring and Testing Configuration
To improve the provisioning workflow, the 'Monitoring Enabled' flag now strictly controls account activation.
- **Independent Testing:** A dedicated test URL is provided for widget testing, allowing teams to verify configurations without tog…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
Both sources identify that the encryption failure was caused by issues with location metadata/IP address processing, specifically resolved by PR #15331 which strips ports from IP addresses.
Jira docs · Portal User Management and Security Documentation
## Overview
This documentation covers recent updates to the portal's user management, security protocols, and data integrity features. These updates ensure compliance with security standards, resolve authentication errors in retainer workflows, and stabilize profile management.
## Security and Compliance
To meet modern security standards, the portal widget has been updated to enforce strict cookie security. All cookies now utilize the `Secure` and `HTTP-only` flags to preven…
Code docs · Chat, SMS, and Call Connect Integration
## Overview
This capability manages the integration between SMS-based chats and the Call Connect feature within the agent dashboard. It ensures that visitor phone numbers are correctly identified, encrypted, and displayed to agents, while providing robust support for multiple default caller IDs.
## User and System Flow
1. **Number Extraction**: When an SMS chat begins, the system scans the transcript for phone numbers. The regex pattern used for extraction is role-based: adm…
Both sources confirm the addition of the 'Use Direct Streaming Link' column to global settings, supported by PR #15335 and associated database migration files.
Jira docs · System Infrastructure and Video Greet Configuration Documentation
## Overview
This documentation covers recent updates to system infrastructure, including global configuration settings for streaming, resolution of timezone-related exceptions, and maintenance of the Video Greet and Lead Form features.
## Global Streaming Configuration
The system now includes a "Use Direct Streaming Link" column within the global settings. This feature allows administrators to toggle the use of direct streaming links, facilitating the use of non-CF (Cloudfla…
Code docs · System Configuration and API Updates
## Overview
The system configuration has been updated to include a new parameter, `UseDirectStreamingLink`, within the global settings, and to standardize database connection strings within the `web.config` file. CORS (Cross-Origin Resource Sharing) policies have been refined for security and origin matching, including support for new development and AI-related domains. Additionally, Google and Nylas API credentials have been updated across environment configurations, error h…
Both sources confirm the resolution of profile persistence errors, with PR #15340 modifying ProfileForm.js to stabilize data saving.
Jira docs · Portal User Management and Security Documentation
## Overview
This documentation covers recent updates to the portal's user management, security protocols, and data integrity features. These updates ensure compliance with security standards, resolve authentication errors in retainer workflows, and stabilize profile management.
## Security and Compliance
To meet modern security standards, the portal widget has been updated to enforce strict cookie security. All cookies now utilize the `Secure` and `HTTP-only` flags to preven…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Both sources confirm the fix for SMS turnaway statement logic; the PR 15359 specifically targets the SMSQuickReply provider to enforce strict mapping as described in the Jira documentation.
Jira docs · AI Chatbot Script and Logic Documentation
## Overview
This documentation covers the operational logic, bug fixes, and feature enhancements for the AI Chatbot Scripting engine. These updates ensure that agent-facing suggestions, multi-choice (MC) URL handling, and response mapping logic function reliably within the customer portal.
## Core Functionality
### AI Suggestion Management
The system provides real-time text suggestions to agents during active chats. The engine is designed to synchronize with the active scrip…
Code docs · Chat Bot Script Flow Documentation Update
## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperl…
CHAT-17899
aligned
Refactor Existing codebase to remove redundancy of CRM roles array and use single source of truth
Both sources describe the refactoring of CRM role definitions to a single source of truth, supported by PR #15366 which updates core user role and service files.
Jira docs · Portal User Management and Security Documentation
## Overview
This documentation covers recent updates to the portal's user management, security protocols, and data integrity features. These updates ensure compliance with security standards, resolve authentication errors in retainer workflows, and stabilize profile management.
## Security and Compliance
To meet modern security standards, the portal widget has been updated to enforce strict cookie security. All cookies now utilize the `Secure` and `HTTP-only` flags to preven…
Code docs · Portal Company Management Enhancements
## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user a…
Both Jira and the code documentation (via CHAT-17911 in the Lead Management update) confirm the restriction of lead emails based on the 'Monitoring Enabled' flag, with PR #15426 modifying the LeadManager to enforce this.
Jira docs · Portal Onboarding and Configuration Enhancements
## Overview
This documentation covers recent updates to the portal onboarding and configuration modules, focusing on improved testing capabilities, system stability, and infrastructure resilience.
## Monitoring and Testing Configuration
To improve the provisioning workflow, the 'Monitoring Enabled' flag now strictly controls account activation.
- **Independent Testing:** A dedicated test URL is provided for widget testing, allowing teams to verify configurations without tog…
Code docs · Chat Agent Dashboard Lead Management Update
## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email ad…
While Jira only mentions the API version update, the PRs and code documentation reveal extensive additional changes, including UI-based error reporting, debug token report enhancements, and specific echo detection logic.
Jira docs · Chat Platform Social Integration
## Overview
This documentation covers recent updates to the chat platform's social integration layer, including API versioning, expansion of Instagram DM capabilities, formal documentation of WhatsApp feature constraints, and the integration of WhatsApp into the Customer Portal's reporting and lead management systems.
## Facebook Graph API Update
The platform has migrated to the latest version of the Facebook Graph API. This ensures continued compatibility with Meta's infras…
Code docs · Facebook Chat Integration Documentation
## Overview
The Facebook Chat integration facilitates communication between agents and Facebook Messenger users. The system utilizes the Facebook Graph API (v23.0) for all communication, authentication, and page management. Integration errors are surfaced directly in the UI to assist with troubleshooting.
## System Flow
1. Incoming webhooks are processed asynchronously via `FacebookHandler` (using `HttpTaskAsyncHandler`).
2. The `FacebookManager` validates incoming data. Ech…
CHAT-17958
contradiction
[Production] [Appointment Scheduling] URL in use error appears when a user adds an appointment name that contains "&".
Jira documentation claims the system was updated to permit the '&' character, whereas the code documentation (and PR 15576) explicitly states that the validation logic was updated to restrict/block this character to prevent routing issues.
Jira docs · Appointment Scheduler Core Logic Enhancements
## Overview
This documentation covers recent updates to the Appointment Scheduler core logic, focusing on URL validation, reseller host integration, data mapping for Nylas booking forms, and field population logic.
## URL Validation and Special Characters
The system now correctly handles appointment names containing the ampersand ("&") character. Previously, the system incorrectly flagged these as "URL in use" errors. The validation logic has been updated to permit these cha…
Code docs · Appointment Scheduling Nylas v3
## Overview
The Appointment Scheduling Nylas v3 capability enables the integration of Nylas-powered scheduling pages into the platform. It supports the creation, management, and migration of scheduling configurations, including automated reminders, custom field mapping for phone and address data, and rescheduling/cancellation workflows.
## System Flow
1. **Configuration**: Administrators configure scheduling pages via the portal. Input validation ensures names and unique URL…
The PR #15506 implements configuration changes for multiple Twilio phone numbers across various environment files, a feature not mentioned in the provided Jira or code documentation summaries.
Jira docs · Voice Onboarding: LAN Line Detection and Opt-in Restriction
## Overview
To prevent SMS delivery failures and improve data integrity, the system now includes a validation mechanism to detect Landline (LAN) numbers during the voice onboarding process. When a number is identified as a landline, the system restricts the user from opting the customer into text messaging services.
## System Behavior
When a user enters a phone number during the onboarding flow, the system performs a real-time lookup to determine if the line type is a landli…
Code docs · Chat, SMS, and Call Connect Integration
## Overview
This capability manages the integration between SMS-based chats and the Call Connect feature within the agent dashboard. It ensures that visitor phone numbers are correctly identified, encrypted, and displayed to agents, while providing robust support for multiple default caller IDs.
## User and System Flow
1. **Number Extraction**: When an SMS chat begins, the system scans the transcript for phone numbers. The regex pattern used for extraction is role-based: adm…
While Jira correctly identifies the addition of the flag, the code documentation (PR #15564) indicates that the feature was subsequently removed, which is not reflected in the Jira documentation.
Jira docs · Chat Widget Interaction Logic and Floating Widget Enhancements
## Overview
This documentation covers recent updates to the chat widget interaction logic, focusing on floating window management, UI consistency, and behavioral fixes for end-chat sequences and menu options.
## Floating Chat Widget
The floating chat widget now supports a configurable startup window to improve user experience. When a user interacts with the widget, a startup prompt appears with the heading "Keep chatting here?", a primary "Keep chatting" button (styled in Bl…
Code docs · Portal Profile Configuration Update
## Overview
This update introduces enhancements to the Portal Profile configuration, including new AI-driven pop-up message overlay options, expanded video greet management, ElevenLabs AI voice integration, and the formalization of the 'Launch Chat Window' configuration. Security hardening remains a priority with parameterized query implementation.
## Pop Up Message Overlay
Administrators can now configure a pop-up message overlay for the chat widget. New fields include:
- *…
Both sources confirm the update to onboarding form labels for BRN/EIN, supported by PR #15538.
Jira docs · Provisioning and Onboarding Tools
## Overview
The Provisioning and Onboarding tools facilitate the setup of new company accounts and service configurations. This documentation covers stability improvements, feature visibility controls, billing display logic, the integration of NYLAS V3 provisioning workflows, database schema synchronization, payment validation enhancements, and critical bug resolutions related to company generation, user management, and deactivation workflows.
## Provisioning Workflow
When i…
Code docs · Portal Onboarding and Billing Management
## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input c…
Jira documentation vaguely mentions performance optimizations, whereas the PR #15628 reveals specific architectural changes including offloading Google Analytics tracking and refactoring chat start services.
Jira docs · Chat Widget Interaction Logic and Floating Widget Enhancements
## Overview
This documentation covers recent updates to the chat widget interaction logic, focusing on floating window management, UI consistency, and behavioral fixes for end-chat sequences and menu options.
## Floating Chat Widget
The floating chat widget now supports a configurable startup window to improve user experience. When a user interacts with the widget, a startup prompt appears with the heading "Keep chatting here?", a primary "Keep chatting" button (styled in Bl…
Code docs · chat_core_engine Documentation Update
## Overview
This update to the `chat_core_engine` subsystem introduces performance optimizations for chat initialization, improved language detection logic for email-like messages, and configuration-driven connectivity adjustments for WebSync.
## Key Capabilities
- **Lead Management**: Agents can select sub-categories linked to specific lead categories. The system supports independent 'other categories' logic.
- **Visitor Attachments**: Legacy dashboard users can access visi…
CHAT-17996
code has extra
Add Whatsapp in Initiated by column of Lead section and Analytics in Customer Portal
While Jira docs focus on UI visibility, PR 15641 reveals significant backend infrastructure changes, including new stored procedures (e.g., SP_UIUX_ChatsAnalytics.sql) and database migration scripts to support WhatsApp analytics in the warehouse.
Jira docs · Portal User Profile Management and Channel Attribution Enhancements
## Overview
This documentation covers updates to the Legacy and Customer Portals regarding WhatsApp channel attribution and user profile management logic. These changes ensure that WhatsApp-initiated interactions are correctly identified, categorized, and analyzed across all portal modules, while optimizing how user profiles are retrieved and persisted during chat sessions.
## WhatsApp Channel Attribution
To improve visibility into communication channels, the system now expl…
Code docs · Chat Lead Attribution Analytics
## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lea…
Jira only — documented, no merged PR in this repo
| Key | Summary | Jira feature |
|---|---|---|
| CHAT-16293 | [Provisioning - Appointment Scheduler] A new user that has never been added to Nylas database is not getting approved properly through provisioning. | Nylas Appointment Scheduler Provisioning and Integration |
| CHAT-16294 | Predictive Text Expansion for Agent Dashboard | Agent Dashboard UX Enhancements |
| CHAT-16295 | Grammar Checking Tools for Agent Dashboard | Agent Dashboard UX Enhancements |
| CHAT-16296 | Chat Message UI Redesign for Agent Dashboard | Agent Dashboard UX Enhancements |
| CHAT-16297 | Nylas triggers a slug error when the appointment page title is reused even on a different environment | Nylas Appointment Scheduler Provisioning and Integration |
| CHAT-16298 | [Appointment - Outlook] Outlook throwing an error for invalid password when trying to authorize a representative. | Nylas Appointment Scheduler Provisioning and Integration |
| CHAT-16299 | Blank Chats column inaccurate | Chat Platform Data Management |
| CHAT-16300 | Lead.notes is capturing full transcript (both visitors and agents responses) in VA (Virtual Assistant) accounts! | Chat Platform Data Management |
| CHAT-16301 | Add validation to prevent enabling CRM flag without setting the business category in Company Settings | Chat Platform Data Management |
| CHAT-16303 | Some emails are not allowing Nylas to create an appointment page | Nylas Appointment Scheduler Provisioning and Integration |
| CHAT-16304 | Integrate ApexVoice backend with ADX for voice dashboard graphs | Voice Dashboard Integration and Configuration |
| CHAT-16305 | [AI - Chatbot] Unable to add the URL inside Web crawler. | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16306 | [AI - Chatbot] Chatbot provided incorrect response when asked for blazeo's website. | AI Chatbot Response Management |
| CHAT-16307 | [AI - Chatbot] The Scriptbot flow breaks when a question is mapped to a Full-Text Message type QRs. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16308 | [AI - Chatbot] Even after updating the answer to a question, the chatbot continues to respond with the old answer instead of the updated one. | AI Chatbot Response Management |
| CHAT-16309 | [AI Bot] Doc file with pics in it does not uploaded issue | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16310 | [AI - Chatbot] If a visitor calls AI just after the greeting message, the continue button does not continue the chat flow. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16311 | [AI - Chatbot] The input field remains disabled and the user cannot call AI Chatbot is on mobile. | AI Chatbot Widget UI Enhancements and Bug Fixes |
| CHAT-16312 | [Full Text QRs] Center align the “Send” text for the full-text type QRs button in the Exit pop-up widget. | AI Chatbot Widget UI Enhancements and Bug Fixes |
| CHAT-16313 | [AI Bot] Message needs to update on delete file | AI Chatbot Widget UI Enhancements and Bug Fixes |
| CHAT-16314 | [Invoices] An error appears when a user tries to Sync an invoice with Quickbooks for older accounts. | QuickBooks Invoice Synchronization for Legacy Accounts |
| CHAT-16318 | [AI BOT] AI bot is working with transfer to the live agent chat | AI Chatbot Widget UI Enhancements and Bug Fixes |
| CHAT-16319 | [AI-Chatbot] Question and Answer Fields Clear on Validation Error | AI Chatbot Response Management |
| CHAT-16320 | [AI - Rate Conversation] Responses are sorted randomly instead of from the latest to the oldest. | AI Chatbot Rate Conversation Feature Documentation |
| CHAT-16321 | [AI - Rate Conversation] Empty responses are appearing inside the Rate Conversation grid. | AI Chatbot Rate Conversation Feature Documentation |
| CHAT-16322 | [AI - Rate Conversation] Loader does not disappear, and no success notification is displayed when deleting a response in the Rate Conversation tab. | AI Chatbot Rate Conversation Feature Documentation |
| CHAT-16323 | [AI - Web Crawler] Submit button remains enabled during URL addition, leading to potential duplicate uploads. | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16324 | AI Chatbot feature causes previously customized responses and URLs to disappear, and new responses fail to get added due to API delays | AI Chatbot Response Management |
| CHAT-16326 | The name of the alias in the pre-chat widget is being cut off on mobile devices on apexfeature7 env. | Agent Dashboard UX Enhancements |
| CHAT-16327 | [AI - Customize Bot Responses] The Customized Bot Responses grid is sorting responses in random order instead of sorting from newest to oldest. | AI Chatbot Response Management |
| CHAT-16328 | [AI Bot] Add customize bot responses UI issue | AI Chatbot Response Management |
| CHAT-16329 | [AI Bot] Customize responses grid refresh issue on pagination | AI Chatbot Response Management |
| CHAT-16330 | [AI bot] Refresh Icon issue for uploads and web crawler | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16331 | [AI Integration] The Calendar/Date type QR functionality is not working in the AI environment when the AI Chatbot is disabled. | AI Chatbot Widget UI Enhancements and Bug Fixes |
| CHAT-16332 | [AI Bot] toasted message needs to update for the URL delete action | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16334 | AI - feedback 10/7/24 | Internal Portal Tools Documentation |
| CHAT-16335 | Voice - capture payment | Voice Dashboard Integration and Configuration |
| CHAT-16336 | [AI - Script Flow Diagram] When adding multiple-choice or True & False options, the second option incorrectly replaces the first, requiring manual updates to the first option. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16338 | [AI - Script Flow Diagram] Mapping multiple nodes to a single node in the Script Flow Diagram only displays one link. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16340 | [AI - Script Flow Diagram] There is currently no way to unlink a node in the Script Flow Diagram. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16341 | [AI - Script Flow Diagram] Users are currently able to delete the starting node in the Script Flow Diagram, but there is no way to re-add it afterward. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16342 | URl added successfully toast missing | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16343 | add question mark in custom question while adding automatically if missing | AI Chatbot Response Management |
| CHAT-16344 | [AI - Script Flow Diagram] The user cannot add Visitor Response types for Text & Full Text Type QRs in the Script Flow Diagram. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16345 | [AI - Script Flow Diagram] There is no way to add appointment page for the Appointment scheduler QR in the Script Flow Diagram. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16347 | [AI - Script Flow Diagram] The "Add" button overlaps with the 'Add New Question' pop-up if it appears in front of it. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16348 | [AI - Script Flow Diagram] Every add button opens the 'Add New Question' pop-up even when one is opened. | AI Chatbot Script Flow Diagram Documentation |
| CHAT-16349 | When a "SQA" user creates a company mark it as "Test Company". | Internal Portal Tools Documentation |
| CHAT-16350 | [AI bot] More than 1 MB files are not getting upload in AI Chatbot training | AI Chatbot Web Crawler and Document Training Documentation |
| CHAT-16356 | issues with web-to-text auto-filling dummy number on form when clicking from tab or widget | Chat Platform Data Management |
| CHAT-16357 | [AI - Customize bot responses] Questions are being displayed using multiple symbols, causing inconsistency in representation. | AI Chatbot Response Management |
| CHAT-16361 | GROUP - limit access to super admin | Portal User Access and Security |
| CHAT-16362 | An error appears on the Provisioning tab | Provisioning and Onboarding Tools |
| CHAT-16363 | Voice and appointment scheduling tab disable issue for reseller onboarding | Provisioning and Onboarding Tools |
| CHAT-16364 | [Voice feature] Values are not getting saved in the Voice tab Provisioning | Voice Dashboard Provisioning Configuration |
| CHAT-16365 | legacy portal - The groups tab will require a 'Save' to update the group | Portal User Access and Security |
| CHAT-16366 | Vendormax with Group Editor or Viewer should see the section | Portal User Access and Security |
| CHAT-16367 | [AI - Customize Bot Reponses] Manually added questions still display the 'Answer: ' tag in front of the answers. | AI Chatbot Response Customization and Configuration |
| CHAT-16368 | [AI - Customize Bot Responses] The Question Mark Symbol is misaligned and not centered with the question. | AI Chatbot Response Customization and Configuration |
| CHAT-16369 | [AI - Uploads] Validation does not appear when the user re-uploads a file greater than 2MB. | AI Chatbot File Upload Validation |
| CHAT-16370 | [AI - Script Flow Diagram] The Consent QR is does not show the choices in the Script Flow Diagram. | AI Chatbot Script Flow Management |
| CHAT-16371 | [AI - Script Flow Diagram] Unable to add actions in multiple Question Types. | AI Chatbot Script Flow Management |
| CHAT-16372 | [Customer Checklist v2] The tooltip is completely cut off when the user hovers over it. | Internal Portal Tools Enhancements Documentation |
| CHAT-16373 | VA - Limit access based on the plan | Portal User Access and Security |
| CHAT-16375 | Allow user to Delete a chatbot | ai_chatbot_infrastructure_and_architecture |
| CHAT-16376 | The reseller portal has Blazeo Voice on the onboarding tab when it should be Voice | Voice Dashboard Integration and Configuration |
| CHAT-16377 | [Document Signing] HelloSign and Docusign are not working on the feature and staging environments. | Document Signing Integration |
| CHAT-16378 | [AI - Staging] Update appearing instead of send in Question types. | AI Chatbot Script Flow Management |
| CHAT-16379 | [AI - Staging] The user can select multiple options in multiple choice QTs | AI Chatbot Script Flow Management |
| CHAT-16380 | [AI - Chatbot] All that apply QRs are having the same submit button for AI. | AI Chatbot Script Flow Management |
| CHAT-16381 | [Retainer] Encountering error when sending document | Document Signing Integration |
| CHAT-16383 | Pricing and Address field related issues in Voice | Voice Dashboard Provisioning Configuration |
| CHAT-16384 | Update input forms | Internal Portal Tools Enhancements Documentation |
| CHAT-16385 | Update Restart Conversation screen | Internal Portal Tools Enhancements Documentation |
| CHAT-16386 | [AI Bot] Visitors are stuck waiting for AI response if the AI Bot is deleted and enabled in the company | AI Chatbot Response Customization and Configuration |
| CHAT-16396 | UI Improvements of AI Virtual Assistant on New Portal | Internal Portal Tools Enhancements Documentation |
| CHAT-16397 | Pre-Built Chatbot Templates | ai_chatbot_infrastructure_and_architecture |
| CHAT-16400 | Onboarding - issues with features and per-item included on total | Provisioning and Onboarding Tools |
| CHAT-16402 | [TechTask] Remove RestSharp Dependency from ApexChat.AI | ai_chatbot_infrastructure_and_architecture |
| CHAT-16405 | PoC Architecture | ai_chatbot_infrastructure_and_architecture |
| CHAT-16406 | The system responds in a language that is not supported when a agent clicks translate in it. | Chat Platform Translation Services |
| CHAT-16407 | [AI Chatbot] FT QT has an issue on the visitor end for Region and address | AI Chatbot Response Customization and Configuration |
| CHAT-16408 | Unable to login on Production with continue with google button | Portal User Access and Security |
| CHAT-16409 | User is not able to login through continue with goggle button | Portal User Access and Security |
| CHAT-16410 | [Full Text Message] When a long text is added in the full text message type question. The Scriptbotflow breaks. | AI Chatbot Script Flow Management |
| CHAT-16411 | [AI - ScriptBot] The delete button for the scriptbot is changing its position based on the character size. | AI Chatbot Script Flow Management |
| CHAT-16412 | [AI - Chatbot] Chatbot Name Character Limit Issue | AI Chatbot Response Customization and Configuration |
| CHAT-16414 | AI - Dev team | ai_chatbot_infrastructure_and_architecture |
| CHAT-16415 | Add appInsight in widgets | Chat Widget UI Performance and Reliability Enhancements |
| CHAT-16418 | Apply DataDog (Analytics tool for widgets) | Chat Widget UI Performance and Reliability Enhancements |
| CHAT-16419 | Chats initiated using Exit Pop-up are missing the response time counter on the agent dashboard | Agent Dashboard UX Enhancements |
| CHAT-16420 | Avoid account deavtivation email to accounting team during testing | Billing and Invoicing Synchronization Documentation |
| CHAT-16421 | Error running a report | Reporting and Analytics Engine Enhancements |
| CHAT-16422 | XSS Server Side Vulnerability | Portal User Access and Security |
| CHAT-16424 | Add Phone Number Hyperlink in Lead Notification Emails | Internal Portal Tools Enhancements Documentation |
| CHAT-16425 | [Provisioning] Old Company Keys are automatically and wrongly getting assinged to the new Prov request | Provisioning and Onboarding Tools |
| CHAT-16426 | Company Level Categories are NOT working | Internal Portal Tools Enhancements Documentation |
| CHAT-16427 | V2 (version 2) Code Is Displaying The Chat Widget Within Business Hours | Chat Widget UI Performance and Reliability Enhancements |
| CHAT-16428 | Error in appinsight ApexChat.dbo.PreChatMessageLogs'; column does not allow nulls. INSERT fails. | ai_chatbot_infrastructure_and_architecture |
| CHAT-16429 | Unable to upload a Video Greet video on apexfeature 2 env | ai_chatbot_infrastructure_and_architecture |
| CHAT-16430 | [Reporting] Formatting and Columns are changed | Reporting and Analytics Engine Enhancements |
| CHAT-16431 | R&D over Stripe for Customer Invoicing | Billing and Invoicing Synchronization Documentation |
| CHAT-16432 | [Appointment] The scheduled meeting is not displayed in the calendar for the visitor | Appointment Scheduler Nylas Integration |
| CHAT-16435 | [Appointment Schedule] Sale representative is unable to verify the email | Appointment Scheduler Nylas Integration |
| CHAT-16438 | Twilio SMS Verification issue | CRM and Integration Services |
| CHAT-16443 | [Appointment Scheduling] The user cannot send the lead when an appointment is booked in the chat | Appointment Scheduler Logic and Notifications |
| CHAT-16444 | Create a POC console application in c# that creates product, pricing, subscription and generates invoice | Billing and Subscription Management |
| CHAT-16445 | Web to text - add checkbox to widget layover for consent | Chat Widget Compliance and Consent |
| CHAT-16446 | Chat Widget Not loading on Brave Browser | Chat Widget Performance and Compatibility |
| CHAT-16447 | [Production] Issues appearing for one of our client Waterhaven Place. | System Health and Monitoring Documentation |
| CHAT-16448 | QBO income accounts/ Portal invoice line items to be matching to determine revenue with breakdown by product (pro, pro+, etc. And chat retainer vs voice retainer.) | Billing and Subscription Management |
| CHAT-16450 | For a customer to have each product start and stop dates and pricing section to understand which customer has which products and separate start and end dates to determine the churn and upsell clearly ( we need to get rid of notes for clear reporting) | Billing and Subscription Management |
| CHAT-16451 | Customer Success have access to invoices for their clients. | Billing and Subscription Management |
| CHAT-16452 | Google calendar doesn't let agents change timezone according to the visitor timezone in white glove | Appointment Scheduler Logic and Notifications |
| CHAT-16453 | [Appointment Scheduling] White Glove Service is not working for Phone and Address | Appointment Scheduler Logic and Notifications |
| CHAT-16454 | [Report] Transcript report fails when more than 2 days are selected in the report | System Health and Monitoring Documentation |
| CHAT-16456 | Development of themes configuration through webpack | Portal UI and Dashboard Enhancements Documentation |
| CHAT-16457 | SMS message are not getting delivered while SMS Twilio number status appears as verified | CRM and Integration Services |
| CHAT-16458 | R&D if there is a way in stripe to sell same product to different customer on different pricing | Billing and Subscription Management |
| CHAT-16459 | More efficient way to check code off website, super manual right now (crawler?) and if Facebook link is broken | Data Management and AI Infrastructure Enhancements |
| CHAT-16460 | Expand bandwidth of lead distribution fields (often exceeds customer requests) | Provisioning and Onboarding Tools |
| CHAT-16461 | Scaleable Billing Solution to stop manually pulling Minutes/reports and reduce the errors | Billing and Subscription Management |
| CHAT-16462 | Solution to accept credit card payments over phone (don't store their info in our system) | Billing and Subscription Management |
| CHAT-16463 | Do regular (daily) health checks to ensure all connectors are working right across our system. | System Health and Monitoring Documentation |
| CHAT-16464 | Allow customers to query their own data for key insights and provide questions they can use to start their query journey | Data Management and AI Infrastructure Enhancements |
| CHAT-16465 | AI Call Quality Scoring Solution (Ashhad I working) AI advancements CC (RD/Ashhad S pings) | Data Management and AI Infrastructure Enhancements |
| CHAT-16466 | Solution to fully integrate into customer’s calendars for full calendar management | CRM and Integration Services |
| CHAT-16467 | [Appointment Scheduling] booking page link don't have Phone and Address for SMS Chat | Appointment Scheduler Logic and Notifications |
| CHAT-16473 | Stripe Invoice - Custom Description on each Subscription Item for metered Usage Type | Billing and Subscription Management |
| CHAT-16475 | Database table(s) desing & Development | Data Management and AI Infrastructure Enhancements |
| CHAT-16477 | CRM Integration | CRM and Integration Services |
| CHAT-16478 | AI-Based Chat Widget in New Portal | Portal UI and Dashboard Enhancements Documentation |
| CHAT-16479 | AI Smart Dashboard in New Portal | Portal UI and Dashboard Enhancements Documentation |
| CHAT-16480 | AI VA Integration with Facebook Messenger | AI Virtual Assistant Omnichannel Integration: Facebook Messenger and Instagram Direct |
| CHAT-16481 | AI VA Integration with Instagram | AI Virtual Assistant Omnichannel Integration: Facebook Messenger and Instagram Direct |
| CHAT-16482 | Total Conversations Metric for AI Virtual Assistant | AI Virtual Assistant (VA) Analytics Metrics |
| CHAT-16483 | Resolution Rate Metric for AI Virtual Assistant | AI Virtual Assistant (VA) Analytics Metrics |
| CHAT-16484 | Escalation Rate Metric for AI Virtual Assistant and Live Agent Enabled Accounts | AI Virtual Assistant (VA) Analytics Metrics |
| CHAT-16485 | Average Response Time Metric for AI Virtual Assistant | AI Virtual Assistant (VA) Analytics Metrics |
| CHAT-16486 | Integrate appointment schedule flow in conversational AI chatbot | ai_chatbot_conversational_api |
| CHAT-16487 | Integrate Call Connect flow in conversational AI chatbot | ai_chatbot_conversational_api |
| CHAT-16489 | [Appointment Scheduling] Lead sending Failed, An Error appears "Object reference not set to an instance of an Object" | Appointment Scheduler Logic and Notifications |
| CHAT-16490 | [Appointment Scheduling] Appointment booking timings are not correct in the Lead for Reschedule status | Appointment Scheduler Logic and Notifications |
| CHAT-16492 | [Appointment scheduling] Remove white space from the Appointment reschedule page link | Appointment Scheduler UI/UX |
| CHAT-16493 | [WebApi] Create chatbot api | ai_chatbot_conversational_api |
| CHAT-16494 | [WebApi] Create url data extraction api | ai_chatbot_conversational_api |
| CHAT-16495 | [WebApi] Create POST/PUT/GET/Del business info api | ai_chatbot_conversational_api |
| CHAT-16496 | [WebApi] Create POST/PUT/GET/Del office working days api | ai_chatbot_conversational_api |
| CHAT-16497 | [WebApi] Create POST/PUT/GET/Del location api | ai_chatbot_conversational_api |
| CHAT-16498 | [WebApi] Create POST/PUT/GET/Del FAQs api | ai_chatbot_conversational_api |
| CHAT-16499 | System allows users to request invalid company key! | Provisioning and Onboarding Tools |
| CHAT-16501 | Cancel booking page not closed after cancellation | Appointment Scheduler UI/UX |
| CHAT-16503 | Develop auto-provisioning for self-service customers, and allow customers to “try for free”. | Self-Service Onboarding Flow |
| CHAT-16504 | Develop a demo/overview of the self-service product to allow people to sign up quickly/easily. | Self-Service Onboarding Flow |
| CHAT-16505 | Develop ability to auto-upgrade an account from self-service to bot, to live chat without human interaction. | Self-Service Onboarding Flow |
| CHAT-16506 | Develop a set of short videos, hosted in the portal, on how to use the portal. | Self-Service Onboarding Flow |
| CHAT-16507 | [Backend] Create Basework for Conversational API Backend Services | Conversational AI API Backend Documentation |
| CHAT-16508 | Minimal Api base work | Conversational AI API Backend Documentation |
| CHAT-16509 | Datetime SQLTypeException on production | System Data Integrity and Lead Management Enhancements |
| CHAT-16510 | Appointment schedule buffer time issue | Appointment Scheduler Core Logic |
| CHAT-16512 | UI Issues - Appointment Schedule Page | Appointment Scheduler UI Enhancements |
| CHAT-16513 | Hide "Back" button and "Preview" button from appointment settings | Appointment Scheduler UI Enhancements |
| CHAT-16514 | Voice Dashboard - Partners and customers | Voice Dashboard Integration and Configuration |
| CHAT-16517 | SignalR implementation in WebApi project for Conversational AI | Conversational AI API Backend Documentation |
| CHAT-16518 | Create POST/PUT/GET/DEL api for company working days | Conversational AI API Backend Documentation |
| CHAT-16520 | Create POST/PUT/GET/DEL api for company locations | Conversational AI API Backend Documentation |
| CHAT-16521 | Create POST/PUT/GET/DEL api for company business info | Conversational AI API Backend Documentation |
| CHAT-16522 | Create POST/PUT/GET/DEL api for musk ask questions | Conversational AI API Backend Documentation |
| CHAT-16523 | Create POST/PUT/GET/DEL api for lead qualifications | Conversational AI API Backend Documentation |
| CHAT-16524 | Create POST/PUT/GET/DEL api for call connect qualifications | Conversational AI API Backend Documentation |
| CHAT-16525 | Create POST/PUT/GET/DEL api for call appointment schedule qualifications | Conversational AI API Backend Documentation |
| CHAT-16527 | Accounting: Customers receiving only one final bill after the churn notification | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16529 | In the product choices, one choice should be "Monthly Minimum for Voice $250" | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16531 | Remove the pro-rate from the quote | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16532 | Each of the live chat tiers should say that they are related to live chat since we now have other products and this can be confusing. So, for example, instead of the quote saying "Pro - Legal", it should say "Live Chat: Pro - Legal" | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16536 | Please remove the Hubspot quote process ability (maybe your HS consultant could do this.) | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16538 | Billing should be disabled by default | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16539 | [Backend] Create Persistence Layer for Prompt Generated Company Infos | Conversational AI API Backend Documentation |
| CHAT-16541 | Power BI reports have proper MRR- it's always off/missing | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16542 | Billing Section (credit card, transactions, T&C, billing details) | Billing and Subscription Management Documentation - Batch 8 |
| CHAT-16545 | [Appointment Scheduling] By default organizer show in participants | Appointment Scheduler Core Logic |
| CHAT-16555 | Create CRUDs for 4 endpoints | Conversational AI API Backend Documentation |
| CHAT-16556 | [Backend] Create Chat Endpoints for Conversation with AI Bot | Conversational AI API Backend Documentation |
| CHAT-16558 | New Portal - Home page 'Learn More' - Update URL | Portal UI Branding and UX Updates |
| CHAT-16561 | [Appointment Scheduling] Unique link field show error while adding a new nylas page | Appointment Scheduler Nylas Integration |
| CHAT-16562 | Web to Text - Disclaimer | Chat Widget Compliance and Consent |
| CHAT-16563 | Appointment Scheduler - Add Custom Fields | Appointment Scheduler UI Enhancements |
| CHAT-16564 | Appointment Scheduler - Onboarding | Appointment Scheduler UI Enhancements |
| CHAT-16565 | Appointment Scheduler - New Portal - Company Level settings | Appointment Scheduler UI Enhancements |
| CHAT-16566 | Appointment Scheduler - Implement on chat widget button | Appointment Scheduler UI Enhancements |
| CHAT-16567 | Appointment Scheduler - Additional settings for red Robin vs maximized availability. | Appointment Scheduler UI Enhancements |
| CHAT-16568 | Appointment Scheduler - UI for visitor end (options) | Appointment Scheduler v3 UI and Functionality |
| CHAT-16569 | Appointment Scheduler - section in the legacy portal to control settings between internal vs nylas | Appointment Scheduler Nylas Provisioning Configuration |
| CHAT-16571 | Encryption Conditions based on Visitor/Company Location | Chat Widget Performance and Security |
| CHAT-16573 | Create chatboat based invitation instead of companykey based | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16574 | Issues with poke overlay message | Chat Widget Performance and Security |
| CHAT-16575 | Intigrate call connect in conversation AI flow | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16576 | [Conversational AI] Upload file for chatbot api | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16578 | Chat start with chatbot instead with company key | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16579 | Create MustAskQuestionCategory api | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16581 | [Appointment Scheduler v3] The user is not able to resend an appointment in chat. | Appointment Scheduler v3 UI and Functionality |
| CHAT-16582 | [Appointment Scheduling] [Version 3] Phone number and Address are not displayed on the booking page for the first page created after migration on any company. | Appointment Scheduler v3 UI and Functionality |
| CHAT-16584 | CLONE - Nylas triggers a slug error when the appointment page title is reused even on a different environment | Appointment Scheduler v3 Migration and Sync Documentation |
| CHAT-16587 | [UIUX] [New Portal - Onboarding] Appointment Scheduling and Voice tab not appearing in the New Portal's onboarding section. | Portal Onboarding and Settings Documentation |
| CHAT-16588 | [AI - Scriptflow Diagram] Script not appearing in the Script Flow Diagram of the AI feature in the New Portal. | Portal Onboarding and Settings Documentation |
| CHAT-16589 | Add an option on the service type grid to copy scheduling page link. | Appointment Scheduler v3 UI and Functionality |
| CHAT-16590 | [Appointment Scheduling v3] [Provisioning] Representative not getting approved; "Server timeout error" appears during authorization in the provisioning section. | Appointment Scheduler Nylas Provisioning Configuration |
| CHAT-16596 | Voice Onboarding - lead delievery email | Voice Onboarding and Configuration |
| CHAT-16598 | Prompt Generation for MustAskQuestions | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16602 | Prompt Generation for LeadQualification | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16603 | Prompt Generation - Updates | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16604 | [Appointment Scheduling v3] [Outlook] Outlook representative's page not migrating to the company after authorization. | Appointment Scheduler v3 Migration and Sync Documentation |
| CHAT-16605 | Show chatbot greetings in prechat flow | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16606 | Transfer Chat appearing in dashboard for all operator accounts | Agent Dashboard UX Enhancements |
| CHAT-16607 | Quick reply & rules engine/category | Portal Onboarding and Settings Documentation |
| CHAT-16611 | [Appointment scheduling v3] Cancel and Reschedule links in booking reminders do not function, displaying a Scheduling Component Error. | Appointment Scheduler v3 UI and Functionality |
| CHAT-16615 | [Appointment Migration] An error appears "Configuration not found" on the visitor side | Appointment Scheduler v3 Migration and Sync Documentation |
| CHAT-16616 | Code refactoring | Conversational AI Chatbot API and Integration Documentation |
| CHAT-16622 | Voice - Notes and attachment | Voice Onboarding and Configuration |
| CHAT-16624 | Voice - onboarding status | Voice Onboarding and Configuration |
| CHAT-16625 | Voice - account usage | Voice Onboarding and Configuration |
| CHAT-16626 | Voice - Cost field value | Voice Onboarding and Configuration |
| CHAT-16628 | TimeStamp Redesign | Agent Dashboard UX Enhancements |
| CHAT-16629 | Improve Send Button Functionality | Agent Dashboard UX Enhancements |
| CHAT-16630 | Update Message Bubbles | Agent Dashboard UX Enhancements |
| CHAT-16631 | Agent Profile Picture | Agent Dashboard UX Enhancements |
| CHAT-16632 | Typing Indicator | Agent Dashboard UX Enhancements |
| CHAT-16633 | Extended Input Field | Agent Dashboard UX Enhancements |
| CHAT-16634 | Multi-Selection Option | Chat Widget Interaction Flows |
| CHAT-16635 | Single Selection Option | Chat Widget Interaction Flows |
| CHAT-16636 | Convert to SMS Screen | Chat Widget Interaction Flows |
| CHAT-16637 | Privacy Policy Area | Chat Widget Interaction Flows |
| CHAT-16638 | Switch to Text Button | Chat Widget Interaction Flows |
| CHAT-16639 | Restart Conversation Screen | Chat Widget Interaction Flows |
| CHAT-16641 | Integrate chatbot message flow in chat system [DOM] | AI Chatbot Integration Management |
| CHAT-16642 | Integrate chatbot message flow in the chat system [EP] | AI Chatbot Integration Management |
| CHAT-16648 | [Chat-Visitor] The send button is only enabled when there is input in the chat field | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16649 | [Chat-Visitor] New improve widget design has increase text font-size; | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16650 | Integrate chatbot message flow in chat system [VideoGreet] | AI Chatbot Integration Management |
| CHAT-16653 | [Appointment Scheduler v3] Timezone Mismatch in the Booking Confirmation and Booking Reminder forms. | Appointment Scheduler v3 Core Documentation |
| CHAT-16654 | [Chat-Visitor] UI improvements required for visitor's typing action | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16655 | [Chat-Visitor] Agent's profile image should not show against system generated msg like: Chat session has been ended? | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16656 | [Chat-Visitor] New improve chat widget throws an "invalid XHR response" error on mobile-browser | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16657 | [Chat-Visitor] The send button is not working on mobile browser; Visitor is unable to send a message from mobile browser | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16658 | [Appointment Scheduling v3] Appointment Confirmation and Booking Reminder Forms Missing After Timezone Change During Booking; Calendar Defaults to Incorrect Timezone | Appointment Scheduler v3 Core Documentation |
| CHAT-16659 | Chat bot should properly end the chat session | AI Chatbot Integration Management |
| CHAT-16660 | [Appointment Scheduler v3] Update our time zone list with all the time zones in the Nylas drop-down. | Appointment Scheduler v3 Core Documentation |
| CHAT-16663 | [Appointment Scheduler v3] Unable to send a lead after scheduling an appointment. | Appointment Scheduler v3 Core Documentation |
| CHAT-16664 | [Chat-Visitor] Update the widget to use branding colors for visitor-side message bubbles. | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16665 | [Chat-Visitor] UI of 'The Chat Session has been Ended' msg bubble should be same in design | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16666 | [Chat-Visitor] It should be 'Powered by Blazeo' not 'Powered by ApexChat' | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16667 | [Appointment Scheduling v3] Appointment reminders do not appear for pages created on v2 and migrated to v3 | Appointment Scheduler Migration and Sync |
| CHAT-16668 | [Appointment Scheduler v3] The user is unable to remove a service type. | Appointment Scheduler v3 Core Documentation |
| CHAT-16671 | [Chat-Visitor] The block color of the Privacy Policy tooltip should be changed to grey, aligning with the new theme | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16672 | [Chat-Visitor] The Privacy Policy tooltip should be updated to feature italic font for the text. | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16673 | Visits not tracking in reporting | System Reporting, Compliance, and SMS Messaging Updates |
| CHAT-16674 | Host - Priority dropdown | System Reporting, Compliance, and SMS Messaging Updates |
| CHAT-16675 | [Appointment Scheduler v3] Third-party pages do not migrate from Provisioning to the company upon company generation. | Appointment Scheduler Migration and Sync |
| CHAT-16676 | [Chat-Visitor] Convert to SMS screen UI should be same as design | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16677 | ADA compliance within chat tool (reseller - doctorlogic) | System Reporting, Compliance, and SMS Messaging Updates |
| CHAT-16678 | [Appointment Migration] Cancel meeting email is not received on rescheduled meeting action | Appointment Scheduler Migration and Sync |
| CHAT-16679 | [Appointment Migration] Phone and address are not auto-populate against the rescheduled meeting link | Appointment Scheduler Migration and Sync |
| CHAT-16680 | [AI Chatbot] The AI chatbot unnecessarily asks for information already provided by the user. | AI Chatbot Performance and Stability Enhancements |
| CHAT-16683 | Invalid Data Displaying in Chat Invitation on Configuration Page | AI Chatbot Performance and Stability Enhancements |
| CHAT-16685 | [Appointment scheduling] Incorrect data, date, and time displayed in the reminders of rescheduled meetings | Appointment Scheduler Migration and Sync |
| CHAT-16686 | [Chat-Visitor] Switch to Text button is not working when ScriptBot is enable | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16687 | [Chat-Visitor] Restart Chat & Mute button are not working or clickable when ScriptBot is enable | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16688 | [Chat-Visitor] Transfer Chat to Text & Mute option are not clickable Non-ScriptBot company | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16690 | [Chat-Visitor] Chat Popup window shows an undefined garbage value or error | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16692 | CompanyPricingList Amount does not match with the Rate if the quantity is 1 | Billing and Onboarding Tools Documentation |
| CHAT-16693 | Voice Onboarding - Display unique pricing for tier pricing based on association | Billing and Onboarding Tools Documentation |
| CHAT-16695 | On video greet minimize prechat is not showing on mobile | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16699 | Introduce Admin Role for User Access Control - New Portal | Portal User Access and Security |
| CHAT-16700 | The Chatbot closes the chat automatically when Suggestive preference is selected | AI Chatbot Response Management |
| CHAT-16701 | [Chat-Visitor] Restart Chat functionality is not working after new code changes; | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16704 | [Production] Pre-chat Greeting Message Selection Not Saved | Portal UI Branding and UX Updates |
| CHAT-16708 | [Chat-Visitor] Confirm button is not available with Multi selector option | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16710 | A new chat does not initiate if the visitor uses the same DOM again after ending the chat | Chat Widget Interaction Flows |
| CHAT-16711 | [AI Chatbot] Chat Transcript Missing in HTML Lead Email | Chat Platform Data Management |
| CHAT-16713 | [V3] Real-time response not appearing | AI Chatbot Response Management |
| CHAT-16714 | Performance issue on production | System Health and Monitoring Documentation |
| CHAT-16717 | The MC options are not appearing in the widget in Suggestive chat mode | AI Chatbot Response Management |
| CHAT-16718 | [Appointment Scheduler] No validation appears for booking page availability time | Appointment Scheduler Logic and Notifications |
| CHAT-16719 | issues with messages appearing on the minimized state | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16730 | The Chatbot should be capable to transfer the chat | AI Chatbot Integration Management |
| CHAT-16731 | Updating Chatbot Extracted Information | Chat Platform Data Management |
| CHAT-16733 | Chat translate feature detection | Chat Platform Translation Services |
| CHAT-16735 | [Appointment Migration] User is unable to remove the unmigrated pages from the company | Appointment Scheduler Migration and Sync |
| CHAT-16737 | Ocassionally 417 error triggered by the chatbot on long or irrelevant visitor messages | ai_chatbot_infrastructure_and_architecture |
| CHAT-16738 | AI Chatbot Becomes Unresponsive, Preventing Further Messages | AI Chatbot Performance and Stability Enhancements |
| CHAT-16739 | Error Message Appears while sending invitation message on Configuration Page | Portal UI Branding and UX Updates |
| CHAT-16740 | The page goes blank during edit when a user opens a chatbot that is not yet ready | AI Chatbot Performance and Stability Enhancements |
| CHAT-16741 | The system does not send the email invitation when a member is added from the Calendar integration in the Chatbot | AI Chatbot Integration Management |
| CHAT-16742 | Duplicate members are being added inside the Chatbot's Calendar integration | AI Chatbot Integration Management |
| CHAT-16744 | [Appointment Scheduler v3] Excessive white space in the modal pop-up calendar in Appointment Scheduling V3. | Appointment Scheduler v3 UI and Functionality |
| CHAT-16745 | If a visitor give multiple replies to a question, the bot repeats the next question for each reply | AI Chatbot Response Management |
| CHAT-16746 | [Appointment Scheduler] Appointment page time zone dropdown missing | Appointment Scheduler Logic and Notifications |
| CHAT-16747 | [Appointment Scheduling v3] [Production] Scheduling Component Error when Rescheduling from SMS | Appointment Scheduler v3 UI and Functionality |
| CHAT-16749 | [Appointment Scheduler v3] Double Appointment reminders appearing for bookings | Appointment Scheduler Logic and Notifications |
| CHAT-16751 | The chatbot does not get created later on if the request times out even though the system tells that the chatbot will be created shortly | ai_chatbot_infrastructure_and_architecture |
| CHAT-16752 | The chatbot does not do call connect nor acknowledges the visitor's messages related to call connect | ai_chatbot_infrastructure_and_architecture |
| CHAT-16754 | The chat prompt is duplicated if the user edits Lead qualification or Appointment scheduling qualification or Call connect qualification criterias while creating a bot | ai_chatbot_infrastructure_and_architecture |
| CHAT-16755 | [Appointment Scheduling] Appointment white space issues on mobile | Appointment Scheduler v3 UI and Functionality |
| CHAT-16756 | [Appointment Scheduler v3] Double Appointment reminders appearing for reminders that are added manually | Appointment Scheduler Logic and Notifications |
| CHAT-16758 | The chatbot starts repeating the questions that the visitor ask to the chatbot | AI Chatbot Response Management |
| CHAT-16759 | The bot faces issues while ending the chat | AI Chatbot Response Management |
| CHAT-16760 | The chatbot messages start flickering on hover due to the timestamp | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16761 | Pre-Process a Query before sending to OpenAI | ai_chatbot_infrastructure_and_architecture |
| CHAT-16762 | [Backend] Prompt based on CallConnect and Prompt Enabled | AI Chatbot Integration Management |
| CHAT-16764 | The status of the member on the grid remains "Inactive" even when the Appointment scheduling invitation has been accepted | Chat Platform Data Management |
| CHAT-16765 | The Service type details are missing from the grid | Chat Platform Data Management |
| CHAT-16767 | The text area of the invitation remains disabled if the visitor initiates a new chat in the same DOM | Chat Platform Data Management |
| CHAT-16768 | If a visitor selects "Live Chat" service as their requirement, the bot transfers the chat to the live agent | AI Chatbot Response Management |
| CHAT-16770 | The chatbot gets stuck while trying to answer the visitor when the chat is initiated | AI Chatbot Response Management |
| CHAT-16771 | [AI CHATBOT] [Appointment Scheduling] Unable to Authorize an Outlook Representative | AI Chatbot Appointment Scheduling |
| CHAT-16778 | [AI CHATBOT] [Appointment Scheduler] Unapproved Members Displayed in Service Type Grid | AI Chatbot Appointment Scheduling |
| CHAT-16782 | [Generative AI - Bot] [Production] Skip question does not work. | AI Chatbot Response Management |
| CHAT-16783 | [Generative AI - Bot] [Production] The Chat session ends prematurely for the AI Bot before the entire response is sent. | AI Chatbot Response Management |
| CHAT-16787 | Voice Onboarding - Differentiator for colors for live chat vs voice | Voice Onboarding and Configuration |
| CHAT-16788 | The chatbot becomes unresponsive if a visitor replies after a while | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16789 | The chatbot does not send the lead after the lead details have been captured and the chat has been ended | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16790 | Phone number validation has not been applied to the text area when phone number is asked | Agent Dashboard UX Enhancements |
| CHAT-16793 | The bot scheduled the wrong meeting time and didn’t send the event's email invite to both parties | AI Chatbot Appointment Scheduling |
| CHAT-16795 | [Chat-Visitor] QR type 'Select Time' is not working | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16799 | Disable Typing Indicator When Chat is Unfocused or Redirected | Agent Dashboard UX Enhancements |
| CHAT-16801 | [Chat-Visitor] Pop out widget throws an error "Invalid XHR Error' and also send text message wont work for Pop out widget | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16812 | [Voice] Voice some fields are not reflected the values in the company | Voice Onboarding and Configuration |
| CHAT-16814 | [New Portal] Companies in the new portal are not opening; error: "Invalid column name 'CallCenterForwardingNumber'." | Portal Onboarding and Settings Documentation |
| CHAT-16815 | [AI CHATBOT] [Appointment Scheduler] Duplicate calendar names can be added in the Appointment Scheduling feature of the ChatBot. | AI Chatbot Appointment Scheduling |
| CHAT-16816 | [Appointment Scheduler] Appointment page white space issue - Modal Popup and New tab | Appointment Scheduler v3 UI and Functionality |
| CHAT-16817 | End Chat on Session Expiration | ai_chatbot_infrastructure_and_architecture |
| CHAT-16818 | [Themes] The RD Chat window editor in the Themes section is not expanding properly, causing issues with editing the widget. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16819 | [Widget Improvement] [Switch to Text] The overlay animation does not transition from bottom to top when the user clicks on the "Switch to Text" button in the new widget. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16820 | Add Business Category in Chatbot Prompt | ai_chatbot_infrastructure_and_architecture |
| CHAT-16821 | [Widget Improvement] [Switch to Text] The "Continue" button for the Switch to Text overlay always appears green, regardless of the theme settings in the new widget. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16823 | Implement Selected Font for Chat Widget | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16824 | Aliases Disappear on Full Text Question Submission | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16828 | UI Improvement issues of EP | Agent Dashboard UX Enhancements |
| CHAT-16829 | True and False button improvement | Agent Dashboard UX Enhancements |
| CHAT-16830 | [Widget Improvement] The message bubble for the QRs are of a different design than the message bubble sent by the agent. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16831 | The chatbot does not fetch the office timings even when they are available on the site | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16834 | [Widget Improvement] [Mobile] he multi-select QR UI is misaligned in mobile view | Chat Widget Mobile UI/UX Documentation |
| CHAT-16835 | [Widget Improvement] [Full Text Placeholders] The Full Text type QR shows "Type your message..." as a placeholder on mobile instead of the correct field-specific text like on the web. | Chat Widget Mobile UI/UX Documentation |
| CHAT-16836 | Appointment Button Text Misalignment – Should Be Centered | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16837 | [Widget Improvement] The input number controller in the Time/Calendar type QR overlaps with the year. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16838 | [Widget Improvement] [Mobile] The widget UI on mobile gets completely disturbed after a user clicks on the Appointment link and schedules an appointment. | Chat Widget Mobile UI/UX Documentation |
| CHAT-16839 | [Mobile Issue ] Intermittent Error Message 'Sorry, This Chat Could Not Be Started' Displayed During Chat | Chat Widget Mobile UI/UX Documentation |
| CHAT-16840 | [Widget Improvement] Improve the UI for system messages in the new chat widget for better representation. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16842 | [Voice] Add Voice representative improvement for the legacy | Voice Onboarding and Configuration |
| CHAT-16843 | "Email address for billing" field does not display data after generating the company | Portal Onboarding and Settings Documentation |
| CHAT-16844 | [Widget Improvement] [Multi-Select] The Confirm button remains disabled in the List-type multi-select option in the pre-chat widget, even after the user makes a selection. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16845 | [Widget Improvement] [Mobile] The mobile window’s UI gets disturbed when a Multi-Selection or MC-type QR is received on the widget. | Chat Widget Mobile UI/UX Documentation |
| CHAT-16846 | Increase the width of the message bubble for better visual representation. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16847 | The "Powered by" link opens the website inside the chat widget instead of a new tab. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16848 | The Switch to Text overlay appears even when the user clicks outside the Switch to Text button. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16849 | The bot replaces the agent's message in suggestive mode as the suggestion appears in the agent dashboard | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16850 | Redirection Error Appears Before Chat Widget Loads in Windowed Mode | Chat Widget Pop-out and Windowed Mode Functionality |
| CHAT-16851 | Pre-chat Displays 'Object Text' Error After Chat Reset | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16852 | [Widget Improvement] [Switch to Text] Incorrect validation messages appear when switching to text on the same number. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16853 | Chat widget UI is disturbed when popped out for the first time. | Chat Widget Pop-out and Windowed Mode Functionality |
| CHAT-16854 | Pre-chat greeting messages appear in the old window when switching to text in the popped-out chat. | Chat Widget Pop-out and Windowed Mode Functionality |
| CHAT-16855 | Visitor response does not appear in the popped-out chat window. | Chat Widget Pop-out and Windowed Mode Functionality |
| CHAT-16857 | [VideoGreet] Initial greeting messages appear twice on Chat Initiation | AI Chatbot VideoGreet Integration |
| CHAT-16858 | [VideoGreet] Visitor selection does not appear after chat initiate | AI Chatbot VideoGreet Integration |
| CHAT-16859 | Message dropping sounds are not playing in the chat widget. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16863 | Improve AI Service Performance | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16864 | The Cancel button color in the Switch to Text overlay in the new widget does not match the design color. | Chat Widget Visitor UI/UX Enhancements - Batch 16 |
| CHAT-16865 | The border radius for the "Enter your mobile number" input field is different in the implementation and design. | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16867 | Change the Close button to Cancel as per the design in the Restart chat overlay. | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16869 | [Widget Improvement] [Script Bot] he script bot sends duplicate responses for each input field in a text-type QR instead of a single mapped response. | AI Chatbot Script Flow Management |
| CHAT-16870 | The buffer time as set in the service page is not being applied in between the appointment slots | Appointment Scheduler Core Logic |
| CHAT-16872 | Chatbot is Incorrectly Refusing Available Slots for Appointment Booking | Appointment Scheduler Core Logic |
| CHAT-16873 | Branding not applied to text inside Single Select QR options in chat widget | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16874 | Delay when selecting an option from Single Select QR in chat widget | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16875 | Send Button Should Be Disabled Until Visitor Responds to QT | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16877 | UI distortion in the mobile window when any QR is received | Chat Widget Mobile UI/UX Documentation |
| CHAT-16878 | Customization of "Switch to Text" button for onboarding/provisioning team not implemented | Chat Widget Interaction Flows |
| CHAT-16879 | Footer Area Is Cut Off in Chat Widget on Windowed Mode | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16880 | The Chatbot's Greeting Message is Not Displayed When Visitor Starts a New Chat in the Same DOM | AI Chatbot Script Flow Management |
| CHAT-16881 | Selected option’s text in Multi-Select QR does not change to white upon selection | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16882 | AI Chat flow integration on standard invitation | Chat Widget Interaction Flows |
| CHAT-16883 | QR font size mismatch between design and implementation | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16884 | Unable to send emojis in the chat | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16885 | Date is missing in the EP | Chat Platform Data Management |
| CHAT-16886 | The chatbot resends the entire conversation messages again if the visitor idles the chat | AI Chatbot Script Flow Management |
| CHAT-16887 | [Chat Summarization] AI Hallucnation | AI Virtual Assistant (VA) Analytics Metrics |
| CHAT-16890 | [Production] Lead is not generating in auto-end script case | AI Chatbot Lead Management |
| CHAT-16892 | Hooks added for BOT AI to send message from Bot service to visitor end | ai_chatbot_conversational_api |
| CHAT-16893 | Chatbot Sends Lead for All Chats Even Without Visitor Details | AI Chatbot Lead Management |
| CHAT-16895 | The chatbot's ending statement is missing in the HTML lead | AI Chatbot Lead Management |
| CHAT-16896 | Chat Cannot Be Reopened on Mobile Until Agent Sends a Message | Chat Widget Mobile UI/UX Documentation |
| CHAT-16898 | Chat Widget Splits When Auto-Rotation Is Enabled on Mobile | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16900 | Scrollbar Not Appearing After Fourth Line of Text in Mobile Chat Input | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16901 | [Appointment Scheduling] Issues on setting up and email | Appointment Scheduler Core Logic |
| CHAT-16902 | Appointment member invitation email template issues | Appointment Member Invitation Email Notifications |
| CHAT-16903 | Date/Time QT Issue – Missing Date or Time on First Attempt | Appointment Scheduler Core Logic |
| CHAT-16911 | [Appointment Scheduler] - Appointment page UI improvement | Appointment Scheduler UI Enhancements |
| CHAT-16912 | Chat not starting for a company | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-16914 | Chat no longer active dialog box appears when agent sent message through dashboard | Chat Widget Interaction Flows |
| CHAT-16915 | Send button is missing in update forms | Chat Widget Form Validation and UI Enhancements |
| CHAT-16916 | Incorrect Input Placeholder Text in Widget | Chat Widget Form Validation and UI Enhancements |
| CHAT-16918 | Correct validation content in form. | Chat Widget Form Validation and UI Enhancements |
| CHAT-16919 | Incorrect Placeholder Capitalization in Input Field | Chat Widget Form Validation and UI Enhancements |
| CHAT-16920 | Remove Extra spaces in the form . | Chat Widget Form Validation and UI Enhancements |
| CHAT-16921 | Multiple agent scripts not displaying correctly in pre-chat form. | AI Chatbot Script Flow Management |
| CHAT-16923 | Invalid column name "CompanyID" error appears on company and Provisioning | Provisioning and Onboarding Tools |
| CHAT-16925 | Desktop Profile loading over Tablet. | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-16926 | The onboarding tabs are appearing in some IDs but not others. | Provisioning and Onboarding Tools |
| CHAT-16929 | retainer overview appearing in the dashboard when it is not enabled - Customer | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-16931 | Single select buttons should be in right side alignment. | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16932 | Confirm button inconsistency between pre-chat and chat widget | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16933 | The " Message " field placeholder issue in form | Chat Widget Form Validation and UI Enhancements |
| CHAT-16934 | " Region " Field is not showing in the form | Chat Widget Form Validation and UI Enhancements |
| CHAT-16935 | Pre-chat issue when re-open the chat widget | Chat Widget Mobile UI/UX Documentation |
| CHAT-16938 | Validation for invalid DOB should correctly display 'Invalid Date' error message | Chat Widget Form Validation and UI Enhancements |
| CHAT-16939 | DOB field should be non-editable after submission | Chat Widget Form Validation and UI Enhancements |
| CHAT-16940 | UI issues of DOB QT | Chat Widget Form Validation and UI Enhancements |
| CHAT-16943 | pro rated appearing in quotes on beta | Billing and Subscription Management |
| CHAT-16944 | Script bot not responding in pop-out widget window | Chat Widget Interaction and UI Refinements |
| CHAT-16945 | Company Save Failed Due to Voice fields are not validate | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-16947 | Unable to book an appointment | Appointment Scheduler Core Logic |
| CHAT-16948 | Appointment Scheduler - Add Token based security for the calendar settings | Appointment Scheduler Core Logic |
| CHAT-16949 | Onboarding quote - cannot create quote and face 500 errror | Billing and Subscription Management |
| CHAT-16950 | when user opens the company error appears "Invalid column name 'CompanyID'" | Portal User Access and Security |
| CHAT-16951 | Invalid company name ' CompanyID " Issue | Portal User Access and Security |
| CHAT-16952 | ScriptBot – Next Question Sent Too Soon Intermittently | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16953 | Appointment Scheduler button size issue | Appointment Scheduler UI Enhancements |
| CHAT-16954 | Spacing and font size issue of validation content | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16955 | The ' Send Button ' should be static green color | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16956 | [Tablet Profile] Branding not applying on iPads | Chat Widget Mobile UI/UX Documentation |
| CHAT-16958 | [Staging Env] Pre-Chat Header field does not work on the staging environment. | Chat Widget Interaction and UI Refinements |
| CHAT-16959 | Overlay Does Not Disappear After Typing and Sending Input | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16960 | Single select options alignment issue in EP | Chat Widget Form Validation and UI Enhancements |
| CHAT-16961 | Adjust the powered by Blazeo Hyperlink for lighter themes. | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16962 | Price tier value shows zero for new company after saving in voice tab | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-16963 | Video Greet Issues Post Widget Changes | AI Chatbot VideoGreet Integration |
| CHAT-16964 | [Appointment UI Issue ] Calendar is cutting of the screen. | Appointment Scheduler UI Enhancements |
| CHAT-16966 | [ Appointment Scheduling Mobile ] Appointment Scheduling is not user friendly | Appointment Scheduler UI Enhancements |
| CHAT-16968 | Update Agent Message UI for Consistency | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16969 | The Placeholder Font Size For The Text Type QRs In Exit Pop-Up Should Be Same As The Font Size Of The Placeholders For DOM Widget. | Chat Widget Form Validation and UI Enhancements |
| CHAT-16970 | [Old Theme ] Transfer to chat UI is disturbed . | Chat Widget Interaction and UI Refinements |
| CHAT-16971 | The UI for the overlay that appears after clicking the "Restart Chat" button on the old widget is misaligned/disturbed. | Chat Widget Interaction and UI Refinements |
| CHAT-16972 | Unable to send messages when windowed standard is enabled | Chat Widget Performance and Compatibility |
| CHAT-16973 | (RD Theme) The arrow to hide the chat bar overlaps with the chat bar text | Chat Widget Interaction and UI Refinements |
| CHAT-16974 | [Old theme ] Full text in pre-chat issue | Chat Widget Interaction and UI Refinements |
| CHAT-16975 | Skip Question UI issue in [Single Select QR] | Chat Widget Form Validation and UI Enhancements |
| CHAT-16976 | CORS error on staging while using chat in Windowed mode | Chat Widget Performance and Compatibility |
| CHAT-16979 | Text and Logo Size Mismatch in Chat Bar | Chat Widget Visitor UI/UX Enhancements |
| CHAT-16980 | [ Old Theme - Mobile ] agent name showing in pre-chat | Chat Widget Interaction and UI Refinements |
| CHAT-16981 | [ Old Theme Tablet ] Pre-chat issue when re-open the chat widget | Chat Widget Interaction and UI Refinements |
| CHAT-16982 | [Mobile] Unable to initiate chat in windowed mode | Chat Widget Performance and Compatibility |
| CHAT-16983 | The Privacy Policy text in the Widget header follows the branding color instead of being black. | Chat Widget Interaction and UI Refinements |
| CHAT-16984 | Old Design for Full Text Message Not Appearing on Pre-Chat Bubble When Old RD Theme Is Applied | Chat Widget Interaction and UI Refinements |
| CHAT-16985 | Scriptbot Repeating the Same Statement Multiple Times | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-16986 | Incorrect Button Label & Design in Pre-Chat Greeting for Text Type QRs | Chat Widget Form Validation and UI Enhancements |
| CHAT-16987 | Appointment Scheduler QR Design get distubed When "Skip This Question" Is Applied | Chat Widget Form Validation and UI Enhancements |
| CHAT-16988 | Date of Birth QR Design get distubed When "Skip This Question" Is Applied | Chat Widget Form Validation and UI Enhancements |
| CHAT-16990 | [RD theme plus] EP UI issues | Chat Widget Form Validation and UI Enhancements |
| CHAT-16991 | [Mobile]: Pre chat messages overlap with the widget bubble. | Chat Widget Mobile UI/UX Documentation |
| CHAT-16992 | Video greet issues on Widget enhancement | AI Chatbot VideoGreet Integration |
| CHAT-16993 | [ Tablet Profile ] Tablet profile resets to desktop when the page is reloaded or reset. | Chat Widget Mobile UI/UX Documentation |
| CHAT-16994 | Input Field Freezes on Initial Greeting in Video Greet Widget (Affects Mobile & Desktop) | AI Chatbot VideoGreet Integration |
| CHAT-16995 | "Convert this chat to text" screen should display numeric keyboard on Mobile devices. | Chat Widget Mobile UI/UX Documentation |
| CHAT-16996 | web to text issue on new invitation | Web-to-Text Feature Documentation |
| CHAT-16998 | " Skip the question " should be consistent | Chat Widget Form Validation and UI Enhancements |
| CHAT-16999 | Video greet first time render issue | AI Chatbot VideoGreet Integration |
| CHAT-17000 | OAuth2 unauthorized client error in appointment scheduler | Appointment Scheduler Core Logic |
| CHAT-17001 | [Mobile- Pre Chat] - Greeting message count not displaying with widget images. | Chat Widget Mobile UI/UX Documentation |
| CHAT-17002 | UI Spacing Issue Between Header Text and Three Dotted Menu Button | Chat Widget Visitor UI/UX Enhancements |
| CHAT-17007 | [Mobile]: Pre chat messages count alignment is not same as it is on production. | Chat Widget Mobile UI/UX Documentation |
| CHAT-17008 | The opt in overlay does not appear properly when the user enters a number in standard widgets | Chat Widget Interaction and UI Refinements |
| CHAT-17009 | Video Greet Widget Size Mismatch | AI Chatbot VideoGreet Integration |
| CHAT-17010 | Appointment scheduling button does not turn grey after a successful booking | Appointment Scheduler Booking Logic Documentation |
| CHAT-17011 | [Mobile Issue ] agent message's are not updating in mobile | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17012 | Video Greet Sound Issue on Firefox | Chat Platform Integration Services |
| CHAT-17013 | Video Greet Question background color issue | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17014 | An error appears on selecting the Option at the visitor end | Chat Widget Interaction Flows |
| CHAT-17015 | Background unfocused issue on RD Plus theme | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17018 | V2 Code Not Loading Chat Bar Properly in Mobile View | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17019 | UI Distortion When Entering Invalid DOB Along with 'Skip This Question' in Script | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17020 | [Mobile] First Pre chat message is not displaying properly in the widget. | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17021 | Refresh ended chat overlay is not displaying in mobile devices | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17022 | SMS Icon Misaligned in Chat Bar | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17023 | Text Type QR Not Appearing on Mobile, Blocking Chat | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17024 | Landscape Orientation is not working perfectly with new widgets | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17025 | [Beta] The appointments are not getting booked | Appointment Scheduler Booking Logic Documentation |
| CHAT-17026 | The appointment calendar is attached to the top of the screen instead of being centered. | Appointment Scheduler UI/UX |
| CHAT-17027 | An outline is appearing on the Pre-chat widget. | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17029 | [Beta Microservices] Scriptbot Pre-chat widget not opening on Beta's invitation environment. | Chat Platform Integration Services |
| CHAT-17030 | Add a field to select Billing Provider on the account level | Billing and Subscription Management |
| CHAT-17031 | As an admin, I would like to add/update a feature/product | Billing and Subscription Management |
| CHAT-17032 | Validation Appears in Front of Date of Birth QR When "Skip This Question" is Enabled | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17034 | [Beta Environment ] Powered by Blazeo is showing showing in chat widgets. | Chat Platform Integration Services |
| CHAT-17035 | The timespan position is misaligned after the user responds to a multi-selection option | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17036 | [Mobile & Web] Minimized widget doesn’t show all selection options in the chat transcript after reopening | Mobile Chat Widget UI/UX Enhancements and Stability Updates |
| CHAT-17037 | "Hello" and hand sign appear when the agent sends a plain message. | Chat Widget Interaction Flows |
| CHAT-17038 | Input field locks after a successful appointment booking, preventing further messaging. | Appointment Scheduler Booking Logic Documentation |
| CHAT-17039 | Special characters not displaying correctly in visitor side options and selected items | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17040 | Operators remain Active when not Online | Chat Platform Integration Services |
| CHAT-17045 | Appointment Scheduler - Required Custom fields create issues with booking | Appointment Scheduler Booking Logic Documentation |
| CHAT-17046 | Placeholders are not working in EP disclaimer (invitation service) | Chat Widget Interaction Flows |
| CHAT-17047 | Skip the question is not applied in Full text QT | Chat Widget Interaction Flows |
| CHAT-17048 | [ RD Plus Theme ] Language Transfer UI is not appropriate | Chat Platform Integration Services |
| CHAT-17049 | Spanish vertical in the Spanish script fails to save and gets saved in the English script instead. | AI Chatbot Script Flow Management |
| CHAT-17050 | Spanish vertical added to the English script does not trigger an error and gets saved instead. | AI Chatbot Script Flow Management |
| CHAT-17051 | [Production ] Appointment Scheduling prechat issue | Appointment Scheduler Booking Logic Documentation |
| CHAT-17052 | [Production ] The confirm button of MC questions does not work sometimes when set as a pre-chat. | Chat Widget Interaction Flows |
| CHAT-17053 | googleadvisit function is not always created | Chat Platform Integration Services |
| CHAT-17055 | Powered by background color is always blue | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17056 | Resolved unhandled exception (showing as bug in appinsight) | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-17057 | EP is crashing in production | Chat Platform Integration Services |
| CHAT-17059 | Pre-chat colors disturbed with new implementation | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17060 | The area behind the chat block isn't clickable | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17061 | Add tooltip in Multi selection option | Chat Widget Interaction Flows |
| CHAT-17062 | Date Selection Slots Not Visible on Mobile Devices for Appointment Scheduling | Appointment Scheduler UI/UX |
| CHAT-17063 | The call connect tab is showing available in chats even after call connect hours. | Chat Platform Integration Services |
| CHAT-17064 | Flickering issue when typing indicator appear in scrollbar case. | Chat Widget Interaction Flows |
| CHAT-17065 | [New Widget] UI Distortion on Widget Click | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17066 | Chat tab expands and then returns to its original position on the first load. | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17069 | Save Background color for outstroke color type | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17071 | as a user, I want the ability to freeze or unfreeze the contact information | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-17072 | Add an option to customize the subject line for the appointment scheduling feature. | Appointment Scheduler UI/UX |
| CHAT-17073 | A white background appears before the branding color in pre-chat. | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17074 | Clicking the close (Cross) icon opens the chat window instead of hiding the pre-chat message. | Chat Widget Interaction Flows |
| CHAT-17075 | Copying and pasting in the chat disrupts the UI in the text box. | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17076 | Input typing area is not properly align in EP | Chat Platform Integration Services |
| CHAT-17077 | The transfer language button font color issue | Chat Widget Branding and Styling |
| CHAT-17079 | as a user, I want the consent option to work for the AI chatbot | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-17081 | AI Chatbot- suggestive mode respones should appear for internal users within the chatlogs of db and portal | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-17083 | The system gives a "Null value in ProvisioningID table" error while saving the Voice settings for a company | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-17084 | Chat Widget | Typing Indicator and Agent Image | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17085 | T&Cs on pop-out quote need to match the t&c in the quote | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-17088 | Cross Icon Appears Before Pre-Chat Widget is Loaded | Chat Widget Stability and Validation Improvements |
| CHAT-17089 | Exit Pop-up is not appearing in the Beta environment. | Chat Widget Stability and Validation Improvements |
| CHAT-17090 | Typing indicator UI is disturbed when the old widget is closed. | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17091 | Appointment Scheduling Appearance Settings | Appointment Scheduler Core Logic Enhancements |
| CHAT-17092 | Transition Appointment Scheduling from Nylas to In-House Solution in Onboarding | Appointment Scheduler Core Logic Enhancements |
| CHAT-17093 | Internal Schedular | Appointment Scheduler Core Logic Enhancements |
| CHAT-17094 | SMS chats are not detecting Multiple Choice option's responses | Agent Dashboard and Chat UX Enhancements - Batch 20 |
| CHAT-17096 | Poke messages not working | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17097 | issues with the initial load | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17098 | issues in the chat window | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17099 | extra space on the tab | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17101 | Voice AI - manage settings from the internal portal | AI Chatbot Integration Management |
| CHAT-17103 | Console error: "undefined" is not valid JSON! when clicking prechat widget in windowed mode | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17104 | Error "Access blocked: This app’s request is invalid" when a user tries to authorize appointment scheduling invitation from onboarding | Appointment Scheduler Core Logic Enhancements |
| CHAT-17107 | Distortion occurs before appearing in the Chat Bar | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17108 | Tooltip not displaying when "Hide Chevron" is unchecked in microservice version. | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17109 | Pre-chat animations not working in Microservices environment | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17111 | CLONE - Error when a user tries to authorize Outlook's appointment scheduling invitation from onboarding | Appointment Scheduler Core Logic Enhancements |
| CHAT-17115 | Cross button is not working in standard enabled functionality | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17117 | Console error appearing on the Safari version 16.6 | Chat Widget Stability and Validation Improvements |
| CHAT-17118 | Message drop animation causes overlap and re-triggering of messages on reopening the pre-chat widget in Microservices | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17119 | [Microservices] "Skip this question" button is non-functional for Multiple Choice QR in Microservices | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17120 | Multi-select question styling is inconsistent in Microservices (missing outlines and incorrect text color) | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17121 | Suggestive-AI script is pitching responses while in "Suggestive" preference | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-17122 | as a user, I want to record my own custom call connect recording for the visitor to hear | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-17124 | EP Branding logo distorted on the new widget | Chat Widget Branding and Styling |
| CHAT-17125 | as a user, I want the ability to access files from the legacy admin portal | Chat Platform Data Management |
| CHAT-17127 | as a user, I want the ability to control the attachment via question type | Chat Platform Data Management |
| CHAT-17128 | as a user, I want the ability to access attachments from the messaging dashboard | Chat Platform Data Management |
| CHAT-17130 | [Micorservices - Mobile ] Chat bar not showing properly in mobile | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17131 | Multiple Choice QR UI and Flow Issues on Video Greet Widget – New RD Plus Theme | AI Chatbot Integration Management |
| CHAT-17132 | [Microservice] Chat bar hover issue | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17137 | EP distorted on website | Chat Widget Branding and Styling |
| CHAT-17138 | Piped messages are duplicated when used as the last message in ScriptBot flow with microservices invitation | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17141 | Microservices - QRs when applied to Video Greet's greeting message are having issues. | AI Chatbot Integration Management |
| CHAT-17142 | [Microservice] Extra Line Appears on Chat Bar in Mobile View (Right Positioned) | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17145 | [CHAT BAR] Text UI is misaligned & the icons are distorted for mobile view on legacy services | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17147 | Unable to add lead category using the customizable subject area! | Chat Platform Data Management |
| CHAT-17148 | error in console | Chat Widget Stability and Validation Improvements |
| CHAT-17149 | Update Minimized Chat Message Styling | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17150 | A scrollbar is missing in pre-chat | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17151 | Char bar eclipses issue. | Chat Widget UI/UX Enhancements Documentation |
| CHAT-17152 | Empty space appearing in between the Chat bar and Pre-chat button in the microservices environment. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17153 | Microservices - Chat Bar Widget UI – Bottom Edge Slightly Misaligned on Web & Mobile View | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17154 | Incomplete text appearing with elippses on the Chat Bar for microservices environment. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17156 | New Widget - White space appearing below the Powered by Blazeo label in the mobile. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17157 | Chat bar not properly aligned both legacy and microservice | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17158 | [CHAT BAR] NEW WIDGET - Text UI is misaligned & the divs are not equal in the Chat bar for New portal | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17159 | Chat Bar - The Mobile icon is not appearing on the Chat bar for the microservices. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17160 | Live Chat Tab not showing properly | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17161 | Microservices - Video Greet, when applied to the RD theme in microservices, shows the RD pre-chat widget size rather than the Video Greet widget size | Chat Widget Visitor UI/UX Refinements |
| CHAT-17162 | Scrolling button should be available after 4 to 5 options | AI Chatbot Response Management v2: Enhancements and API Integration |
| CHAT-17163 | Microservices - The Chat session ends before all the piped messages are dropped in Chat. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17164 | Apply Web to text color settings on visitor end | Web-to-Text Enhancements: Branding and Lead Capture |
| CHAT-17165 | Widget not dropping on live accounts. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17166 | Live Chat Tab not showing properly | Chat Widget Visitor UI/UX Refinements |
| CHAT-17167 | Date not dropping in Time/Calendar type QR for the Legacy services | Legacy Service Appointment Scheduler: Time/Calendar Quick Reply Synchronization |
| CHAT-17168 | New Widget - Video Greet - Wrong widget size appearing for the new widget in the Beta environment. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17169 | First piped message repeats three times after Contact Info QR (Text Type) in Video Greet widget. | AI Chatbot Response Management v2: Enhancements and API Integration |
| CHAT-17170 | The Chat Bar showing ellipses when only one tab is applied to mobile widget | Chat Widget Visitor UI/UX Refinements |
| CHAT-17173 | Onboarding - Voice & Appt tabs not appearing in the portal | Appointment Scheduler and Provisioning Logic Documentation |
| CHAT-17174 | Update QuickBook minor version | QuickBooks API Minor Version Update (v75+) |
| CHAT-17175 | Suggestive AI is including HTML mark up in the suggested response! | AI Chatbot Response Management v2: Enhancements and API Integration |
| CHAT-17178 | Chats not working properly on apextest1 environment. | System Health and Monitoring V2: Communication and Reporting Integrity |
| CHAT-17182 | Reseller voice pricing in the legacy portal | Reseller Voice Pricing Configuration in Legacy Admin Portal |
| CHAT-17184 | Updated Theme Display on New Portal | Portal UI Branding and UX Updates |
| CHAT-17186 | Billing viewer/editor access | Billing and Subscription Management V2 Documentation |
| CHAT-17187 | Transaction history | Billing and Subscription Management V2 Documentation |
| CHAT-17188 | Credit Card | Billing and Subscription Management V2 Documentation |
| CHAT-17189 | Billing information | Billing and Subscription Management V2 Documentation |
| CHAT-17190 | Apply branding is not working in web to text | Web-to-Text Enhancements: Branding and Lead Capture |
| CHAT-17198 | [Billing Section] - Add a Credit Card | Billing and Subscription Management V2 Documentation |
| CHAT-17199 | [Billing Section] - Remove a Credit Card | Billing and Subscription Management V2 Documentation |
| CHAT-17200 | [Billing Section] - Mark a Payment method as default | Billing and Subscription Management V2 Documentation |
| CHAT-17201 | [Billing Section] - Update a Credit Card | Billing and Subscription Management V2 Documentation |
| CHAT-17202 | [Billing Section] - Add default flag for the Credit Card | Billing and Subscription Management V2 Documentation |
| CHAT-17203 | [Billing Section] - Adjust business logic to accommodate the default flag | Billing and Subscription Management V2 Documentation |
| CHAT-17205 | The Pre-chat bubble appearing for microservices environment when a video greet widget is opened | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17206 | New Widget - The Pre-chat minimized state header issues | Chat Widget Visitor UI/UX Refinements |
| CHAT-17207 | [Billing Section] - Add a dropdown for selecting the billing provider | Billing and Subscription Management V2 Documentation |
| CHAT-17208 | [Billing Section] - Create a join table to allow 1-to-many relationship for Credit Cards | Billing and Subscription Management V2 Documentation |
| CHAT-17209 | Stop sending multiple request to server in DateTime case | AI Chatbot Response Management v2: Enhancements and API Integration |
| CHAT-17211 | [Portal Dashboard] Apply Voice viewer role on New portal | Voice Viewer Role Access Control |
| CHAT-17212 | Apply color on web to text in windowed mode is not working | Web-to-Text Enhancements: Branding and Lead Capture |
| CHAT-17213 | The UI is disturbed for the Date of Birth QR for the New Widget on the mobile device. | Chat Widget Microservices UI Sanity and Optimization |
| CHAT-17215 | [Billing Section] - Get Terms and Conditions from RightSignature | Billing and Subscription Management V2 Documentation |
| CHAT-17216 | Cannot read properties of undefined (reading 'syncwebclient') Error in production (DataDog) | System Health and Monitoring V2: Communication and Reporting Integrity |
| CHAT-17217 | Self Sign-Up with Guided Product Recommendation | Self-Service Onboarding Flow v2: Guided Product Recommendation |
| CHAT-17218 | Create api for RAG Model custom questions (Legacy & Blazeo.AI Service) | AI Chatbot Response Management v2: Enhancements and API Integration |
| CHAT-17221 | UI Misalignment in iOS for Date of Birth Widget. | Chat Widget Visitor UI/UX Refinements |
| CHAT-17223 | Cannot read properties of undefined (reading 'aiBotEnabled') Error in production (DataDog) | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-17225 | Voice Menu Inaccessible for New Voice Customers Due to Incorrect "voiceEnabled" property Setting | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-17229 | Custom Analytics tracking (of leads) for MicroService invitation is not sending/triggering respective events. | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17231 | The video playing time is being displayed twice | AI Chatbot VideoGreet Integration |
| CHAT-17233 | Prevent Phone Number OTP Validation from Disrupting Legacy Account UI | Chat Widget Compliance and Consent |
| CHAT-17234 | [Beta Environment ] The Invitation is not dropping | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17235 | Business categories missing in apexstage for AI bot. | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-17236 | [Microservice ] Video Greet is not working | AI Chatbot VideoGreet Integration |
| CHAT-17237 | Review Possible Design Improvements for Initial State UX of Video Greet | AI Chatbot VideoGreet Integration |
| CHAT-17239 | [Call Connect] The visitor should be able to see the business number | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-17240 | The lead categories column appears to be empty inside the Leads report. | AI Chatbot Lead Management |
| CHAT-17241 | new widget - support squared borders | Chat Widget Visitor UI/UX Refinements |
| CHAT-17243 | [Lead Summarization] - Switch provider of Lead Summarization from OpenAI to Azure OpenAI | AI Chatbot Lead Management |
| CHAT-17244 | [Lead Summarization] - Redact PII before sending data for summarization | AI Chatbot Lead Management |
| CHAT-17246 | The Video Greet Preview is missing inside the widget when it is opened. | AI Chatbot VideoGreet Integration |
| CHAT-17247 | Company level rules engine does not work | Provisioning and Onboarding Tools |
| CHAT-17248 | SMS OTP and Web-to-Text input fields do not highlight in red on error state | Chat Widget Compliance and Consent |
| CHAT-17250 | The Switch to Text Button is overlapping with the message in the new widget. | Chat Widget Visitor UI/UX Refinements |
| CHAT-17252 | White space due to EP Iframe | System Health and Monitoring Documentation |
| CHAT-17253 | Video Greet - add language option dropdown from the chat window | AI Chatbot VideoGreet Integration |
| CHAT-17255 | SPA chat cannot be transfer successfuly | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17256 | Chat-to-Text Field Rejects Valid Phone Numbers on Farah & Farah Website | Chat Widget Compliance and Consent |
| CHAT-17257 | Reduce Web to conversion last system message text | Chat Widget Compliance and Consent |
| CHAT-17258 | Bug in app insight for legacy chat | Chat Platform Data Management and Stability Updates |
| CHAT-17259 | Chat Bar - Three divisions appearing when the chat bar is aligned to left when only two options are enabled | Chat Widget Visitor UI/UX Refinements |
| CHAT-17260 | Retainer accounts are not showing data in the UI for the template settings. | Portal User Access and Security |
| CHAT-17262 | CTA button appears Squared in Chat Window | Chat Widget Visitor UI/UX Refinements |
| CHAT-17265 | The Chat widget is not dropping and a console error is thrown on https://www.quintessenceplasticsurgery.com/ Site. | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17267 | Unable to open a company on apextest1.xyz environment. | Provisioning and Onboarding Tools |
| CHAT-17275 | CLONE - Newly added payment method not displayed after saving in payment method tab | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17276 | The widget appears to be distorted in the iPad Mini. | Chat Widget Visitor UI/UX Refinements |
| CHAT-17277 | Create Separate Service for Billing - Create project structure with Service Layered architecture | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17279 | Upsell existing accounts- add the company name to the subject and body for the Summary email of the quote | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17280 | CLONE - Stripe Payment Method Page Not Loading for Companies Not Added to Account | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17282 | Unable to upload a new video in the apextest1 environment for Video Greet. | AI Chatbot VideoGreet Integration |
| CHAT-17284 | The suggestive AI is recommending agents improper responses for law firms | AI Chatbot Response Management: Configuration and Safety Enhancements |
| CHAT-17288 | Unable to save an Account – QuickBooks customer error. | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17290 | Chat script's search feature is not working for Localiq Accounts | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17291 | TAB - Vertical or horizontal text | Chat Widget Visitor UI/UX Refinements |
| CHAT-17292 | [Chat Bar] The single option in the chat bar is not functional in the border style for RD Plus theme | Chat Widget Visitor UI/UX Refinements |
| CHAT-17293 | Mobile & Desktop Profies are not reflecting Margin Settings in portal | Chat Widget Branding and Styling |
| CHAT-17294 | The Chat Bar gets disturrbed completely for the Legacy & Microservices for RD Theme when the Hide Chevron button is disabled | Chat Widget Visitor UI/UX Refinements |
| CHAT-17298 | [Beta envoinrment] Mobile Profiles are not reflecting margin setting | Chat Widget Branding and Styling |
| CHAT-17299 | Inconsistent Margin and Spacing Between Legacy and MS Versions | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17302 | Chat Bar Position (Bottom) Affects Margin Settings on Mobile Devices | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17303 | Unable to download invoices from the Transaction History tab. | Billing and Subscription Management v3 Documentation |
| CHAT-17306 | Latest Terms and Conditions are not appearing by default if not applied | Portal User Access, Security, and Administrative Controls Documentation |
| CHAT-17310 | [Production] Profile settings are not reflecting on Legacy | Portal User Access, Security, and Administrative Controls Documentation |
| CHAT-17312 | Restrict Creation of AI Agents and Chatbots to VendorMax Users | Portal User Access, Security, and Administrative Controls Documentation |
| CHAT-17322 | System message missing and console error shown on successful "Transfer to Live Agent" action in SB chat | Chat Widget Interaction Flows v2 Documentation |
| CHAT-17325 | N/A appears instead of the actual name on the credit card for some existing clients in Payment Method area | Billing and Subscription Management v3 Documentation |
| CHAT-17326 | Not receiving Provision emails for the Purple Pig Marketing Host | Voice Onboarding and Configuration Documentation - Batch 21 |
| CHAT-17328 | [Staging - MS] The pre-chat is cutting off | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17329 | UI difference in the company name for opt-in chats | Chat Widget Compliance and Consent |
| CHAT-17330 | Biling - Partners see the same transactions within each company | Billing and Subscription Management v3 Documentation |
| CHAT-17331 | Billing Details - as user, I want to see my billing detail | Billing and Subscription Management v3 Documentation |
| CHAT-17334 | [Chat bar] legacy invitation - Two divisions does not show the complete text on bar for RD theme | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17342 | Clicking 'Clear Search' Minimizes Script Folder Image | Agent Dashboard UX Enhancements: Batch 21 |
| CHAT-17345 | The system is capturing incorrect logs for User IDs in certain instances. | Portal User Access, Security, and Administrative Controls Documentation |
| CHAT-17346 | [MicroService] - VideoGreet is not following the Position mentioned in Portal. | AI Chatbot Integration Management V2 Documentation |
| CHAT-17347 | New rounded plus widget behind icons | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17348 | Profile view does not fully load when opened from the Profile tab | Portal User Access, Security, and Administrative Controls Documentation |
| CHAT-17351 | The greeting message is being repeated twice. | Chat Widget Interaction Flows v2 Documentation |
| CHAT-17352 | Unable to pull billable leads report for Salem Media Group | Voice Onboarding and Configuration Documentation - Batch 21 |
| CHAT-17356 | Implementation of file attachment in widgets | Chat Widget Visitor UI/UX Enhancements - Batch 21 |
| CHAT-17358 | Blank Page Appears After Saving Facebook Integration Settings | AI Chatbot Integration Management V2 Documentation |
| CHAT-17364 | LIVECHATINC - new feature that displays pop-up box when you move away from the browser | Chat Widget Visitor UI/UX Enhancements - Batch 21 |
| CHAT-17365 | Widget - light/dark mode on the widget | Chat Widget Visitor UI/UX Enhancements - Batch 21 |
| CHAT-17366 | Widget - The ability to switch from CHAT to TEXT (additional fields) | Chat Widget Visitor UI/UX Enhancements - Batch 21 |
| CHAT-17368 | Poke message appears even when user is actively typing | Chat Widget Interaction Flows v2 Documentation |
| CHAT-17369 | UI distortion in full-text question types under Rounded Dynamic Plus theme | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17371 | [MS] Poke message displays in English in DOM when language is set to Spanish | Chat Widget Interaction Flows v2 Documentation |
| CHAT-17373 | Adjust speech icon position | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17374 | The ChatWidget is not dropping for a Companykey - humagro | Chat Widget Visitor UI/UX Enhancements - Batch 21 |
| CHAT-17375 | Cursor and view do not auto-scroll to latest text when typing multiple lines | Chat Widget Interaction Flows v2 Documentation |
| CHAT-17376 | Chats are not getting transfered to Spanish Agents | AI Chatbot Integration Management V2 Documentation |
| CHAT-17377 | [Mobile] Speech-to-text displaying repeated words/phrases during dictation | Chat Widget Visitor UI/UX Enhancements - Batch 21 |
| CHAT-17379 | Name field in Web-to-Text does not capture full name with spaces | Web-to-Text Enhancement Documentation |
| CHAT-17383 | Invited Visit Count Not Updating for Google Ads Traffic Despite Successful Invitation Load | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17386 | Voice to text icon disappears after re-opening the widget | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17387 | Speech recognition error in console | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17389 | [Video Greet Language] Message and greet text is not converting to selected language | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17390 | [Video Greet Language] The Language transfer is not working properly for the visitor | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17391 | [Video Greet] Play & Stop button is not functional and UI issue | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17392 | [Video Greet] Language option dropdown is missing in legacy invitation (video) | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17394 | ‘Launch Chat Window' flag is missing in profile section | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17396 | Create Chat if visitor clicks on prechat after closing DOM | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17399 | Pipe messages are not working properly | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17402 | Confirm the new updated skin is not disrupted from the widget editor | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17405 | The sequence of pipe messages is not correct | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17406 | Poke messages appear instantly when chat starts | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17414 | Launch chat window feature not working for AI Bot | AI Chatbot Integration Management |
| CHAT-17416 | Resolve MemoryTimeout production issue in MS invitation | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17419 | Limit the company key for quickbooks | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17425 | Display Company Name with Company Key on Organization Selection Page in certain scenarios | Internal Portal Tools Documentation |
| CHAT-17427 | Prechat not disappearing when chat is opened in windowed mode | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17429 | When the bot transfers the chat to an agent, the dashboard displays an error | AI Chatbot Integration Management |
| CHAT-17431 | [Microservice] Add support for other invitation scripts | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17433 | [Video Greet] Eng & Spa both pre-chat messages display at the visitor-end | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17435 | Agent image issue on Launch Chat window - | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17440 | Launch Chat Window & EP feature | Chat Widget Launch Window and Poke Message Enhancements |
| CHAT-17442 | Launch Chat Window - issues with closing and opening | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17443 | Video Greet - Translation feature not working | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17444 | EP does not allow me to send responses - https://www.ceceresantana.com/ | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17445 | The logo on EPU is not appearing for accounts | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17446 | CSM team schedule deactivation on accounts | Billing and Subscription Management Documentation - Batch 16 |
| CHAT-17447 | Full text question type distorted when Ai bot is enabled | AI Chatbot Script Flow Management |
| CHAT-17448 | merge ‘AI Chatbot-enabled' with Account type | Self-Service Onboarding Flow |
| CHAT-17450 | Adding Count on Pre-chat messages on Widget. | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17457 | Implement Poke Messages Before First User Reply in Launch Chat Window | Chat Widget Launch Window and Poke Message Enhancements |
| CHAT-17461 | Implement appropriate fallbacks for identifying unique visitors when viewing chat history on dashboard | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17464 | [Video Greet] Chat starts in the English language when the visitor selects the Spanish language | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17465 | [Multi Languages - EP] Multi-language transfer is not functioning, and an incorrect system message appears on EP | AI Chatbot Integration Management |
| CHAT-17466 | [Video Greet] English & SPA message appears at visitor end if any language has set the plain text in pre-chat | Video Greet Language Localization and Interaction Enhancements |
| CHAT-17467 | The invitation freezes and the visitor gets blocked to start a new chat | Chat Widget Interaction Flows and Enhancements Documentation |
| CHAT-17469 | Widget not loading for company: unitedroofingcfl | Chat Widget Visitor UI/UX Refinements (Batch 14) |
| CHAT-17470 | add Operator Enabled column for internal vendormax users in the legacy portal | Internal Portal Tools Documentation |
| CHAT-17472 | Mobile App is down | Mobile App Authentication and Stability Management |
| CHAT-17474 | The redirection from the company link to the legacy portal is not working. | Portal Navigation and UI/UX Enhancements |
| CHAT-17476 | Uncached JavaScript files | Web Performance Optimization: Caching and Audit Compliance |
| CHAT-17484 | [CASA] Add Integrity Attribute | Security Compliance and Hardening Documentation |
| CHAT-17485 | [PenTest] Deprecated TLSv1.0/TLSv1.1 Protocol Detection | Security Compliance and Hardening Documentation |
| CHAT-17486 | [PenTest] Strict Transport Security Not Enfored | Security Compliance and Hardening Documentation |
| CHAT-17490 | [Staging] The widget is not dropping on the invitation link of the staging environment. | Chat Widget Deployment and Cross-Portal Configuration Stability |
| CHAT-17491 | Credit Card is not getting added in Credit Cards table when client is signing up via Onboarding | Onboarding Flow Bug Fixes and Data Integrity |
| CHAT-17499 | Smart Text Suggestions for Visitors | Smart Text Suggestions Engine Documentation |
| CHAT-17500 | Enable/Disable Smart Suggestions (Visitor Side) | Smart Text Suggestions Engine Documentation |
| CHAT-17501 | Portal-Level Control (Admin Side) | Smart Text Suggestions Engine Documentation |
| CHAT-17502 | Smart Suggestions for Operators | Smart Text Suggestions Engine Documentation |
| CHAT-17503 | Suggestion Tracking and Analytics | Smart Text Suggestions Engine Documentation |
| CHAT-17504 | Embed Voice AI Agent into Chat Widget | Voice AI Integration for Chat Widget |
| CHAT-17510 | Business hours not appearing in proper dialogue box format in VA accounts | AI Chatbot Business Hours Display Configuration |
| CHAT-17511 | Attachment's are not showing in the dashboard | Chat Dashboard Attachment Visibility and Management |
| CHAT-17513 | The region tool in chats isn't differentiating between the counties with same names in multiple states. | Chat Region Logic Enhancements: County Scoping |
| CHAT-17514 | Attachment functionality should not depend on QT type | Chat Attachment Management Logic |
| CHAT-17515 | Duplicate attachments appear when user sends the same file multiple times | Chat Attachment Management Logic |
| CHAT-17517 | Remove attachment functionality not working properly | Chat Attachment Management Logic |
| CHAT-17518 | Attachment Validation Error Triggered Incorrectly | Chat Attachment Management Logic |
| CHAT-17519 | Previously sent attachments are resent when user uploads new attachments | Chat Attachment Management Logic |
| CHAT-17520 | “Transfer to Live Person” button not appearing for VA accounts with operators enabled | AI Chatbot Operator Transfer Functionality |
| CHAT-17522 | Pre-chat initial timeout isn't functioning properly. | Pre-Chat Widget Timeout Logic |
| CHAT-17523 | make dropdowns in the legacy and new portal clickable throughtout area of the dropdown | Portal Navigation and UI/UX Enhancements |
| CHAT-17524 | Attachment button appears for accounts without the file upload feature enabled | Chat Widget Attachment UI Controls |
| CHAT-17528 | Speech to text - improvements of detections (special characters, suggestions) | AI Chatbot Speech-to-Text (STT) Refinements |
| CHAT-17529 | Issues with quick reply displaying properly when not available on the rounded plus skin | Quick Reply UX: Rounded Plus Skin Call-to-Action Handling |
| CHAT-17534 | Ellipses not applied to long file names in attachments. | Chat Widget Attachment UI Controls |
| CHAT-17535 | The default call connect number for partners is failing calls | Voice Call Connect Reliability |
| CHAT-17536 | Uploaded file remains in the message box after sending | Chat Attachment Management Logic |
| CHAT-17537 | Clicking the send button multiple times sends the same file multiple times | Chat Attachment Management Logic |
| CHAT-17540 | Fix older accounts with multiple keys historically (offerings) - reporting, merging data, analytics | Legacy Account Data Consolidation and Key Unification |
| CHAT-17542 | Rounded Plus - review the size of the widget with quick reply options | Rounded Plus Skin: Chat Widget UI and Performance Optimization |
| CHAT-17543 | Rounded Plus - the spacing between messages vary | Rounded Plus Skin: Chat Widget UI and Performance Optimization |
| CHAT-17544 | Rounded plus - delays messages in chat window | Rounded Plus Skin: Chat Widget UI and Performance Optimization |
| CHAT-17545 | Rounded Plus - messages in min state vary | Rounded Plus Skin: Chat Widget UI and Performance Optimization |
| CHAT-17546 | Rounded Plus - long message cuts off and covers the widget | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17547 | Add Unread Message Counter to Chat Bar | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17549 | Docx , Excel file icon is broken | Chat Widget Attachment Logic and API Integration |
| CHAT-17551 | [Production] The input field gets enabled and the users are able to enter and send messages in VA accounts. | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates |
| CHAT-17552 | [Mobile] Attachment not showing in the input area | Chat Widget Attachment Logic and API Integration |
| CHAT-17553 | The Scriptbot flow does not continue when the visitor sends a file attachment in the chat. | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17554 | The files that are sent with messages do not show the download icon. | Chat Widget Attachment Logic and API Integration |
| CHAT-17555 | Window mode is not working [Apexfeature1] | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17556 | Rounded Plus - scroll option appears when not applicable | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17557 | Rounded Plus - Video greet issues - chat window appears with bubble | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17558 | Rounded Plus - The widget moves when incoming messages comes in | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17559 | Rd theme input field disrupted | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17561 | Console error: “Cannot read properties of undefined (reading 'classList')” in Chat UI Controller of Visitor End | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17563 | Chat is not initiating on blazeo | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17566 | Attachments availability in Leads and Conversations API from BE | Chat Widget Attachment Logic and API Integration |
| CHAT-17567 | Create visitor end ability to handle the attachments sent by the operator in the widget | Chat Widget Attachment Logic and API Integration |
| CHAT-17568 | [Mobile-Issue ] White space appearing under Powered by Blazeo Field | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17569 | [Production] Mobile widget issues | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17570 | visitorAttachments key required in the lead details | Chat Widget Attachment Logic and API Integration |
| CHAT-17573 | Unable to receive attachments from Facebook chats | Chat Platform Integration Services |
| CHAT-17574 | Unable to receive attachments from Google My Business (GMB) chats | Chat Platform Integration Services |
| CHAT-17576 | Sometimes, more than 2 attachments are not sent | Chat Widget Attachment Logic and API Integration |
| CHAT-17577 | Attachments not sending properly – only attachment text displayed | Chat Widget Attachment Logic and API Integration |
| CHAT-17579 | Visitor replies to Full Text QR through Pre-Chat Greeting message result in duplicate visitor and bot responses. | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17581 | Greeting message not displayed when visitor replies through Video Greet widget | Video Greet Enhancements |
| CHAT-17582 | The Full Text greeting message appears in extra space in the Video Greet preview. | Video Greet Enhancements |
| CHAT-17584 | quick reply not captured on the dashboard end | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17585 | The Chat Widget disappears after clicking on it. | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17586 | Rounded Plus - Full text - box appears when insert value | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17587 | Rounded Plus - Full text does not autofill or pull correct suggestions on a mobile device | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17588 | Rounded Plus - The animation around the widget does look the same as pre-chat (cuts off) | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17589 | Branding - if enabled but no color set, the widget will not appear | Chat Widget Performance, Stability, and Mobile Optimization |
| CHAT-17594 | Failure error on saving company | Provisioning and Onboarding Tools v2: Security, Access Control, and Configuration Updates |
| CHAT-17595 | Video Greet – Expanded video does not cover full screen and missing controls on first open | Video Greet Enhancements |
| CHAT-17596 | Video Greet – QR layout disturbed and visitor reply not appearing in chat when responding to full text greeting | Video Greet Enhancements |
| CHAT-17597 | [RD Plus] Pre-Chat first message appears twice on the visitor end | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17598 | Rounded Plus - The full text message brings keyboard and cuts off | Rounded Plus Chat Widget: UI and Interaction Enhancements |
| CHAT-17599 | Placeholder text for Full Text type questions is getting cut off in Video Greet greeting message (RD Widget) | Video Greet Enhancements |
| CHAT-17601 | Greeting message appears twice in expanded state of Video Greet for RD theme | Video Greet Enhancements |
| CHAT-17602 | Cross button misaligned in Video Greet widget (RD theme) in both minimized and expanded states | Video Greet Enhancements |
| CHAT-17603 | Chat bubble does not appear after closing Video Greet widget until page reload | Video Greet Enhancements |
| CHAT-17604 | Accounting - Monthly End Report Requirements | Billing and Subscription Management v4: Customer Flagging and Reporting Enhancements |
| CHAT-17607 | [Video Greet] Video alignment issue on RD and RD plus theme | Video Greet Enhancements |
| CHAT-17608 | Visitor bypass the validation of Full text QT | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17610 | [Pre-Chat] [RD & RD Plus] Chat Restart Overlay appears on widget | Chat Widget Interaction Flows v3 Documentation |
| CHAT-17611 | [Pre-Chat] Validation Alignment issue on Pre-Chat | Chat Widget Pre-Chat Validation |
| CHAT-17612 | The HTML for Links shouldnot be visible in options, | Chat Widget Interaction Flows v4: Enhancements and Fixes |
| CHAT-17613 | [Beta Environment ] Video Greeting Not Working on First Load | Chat Widget Video Greeting Stability and UI Enhancements |
| CHAT-17614 | [Beta Environment ] Pre-chat whole alignment is disrupted | Chat Widget Pre-Chat Validation |
| CHAT-17615 | Remove white background from the input in Exit Popup | Chat Widget Exit Popup UI Enhancements |
| CHAT-17616 | Branding not applied to ' Skip Question ' in EP | Chat Widget Exit Popup UI Enhancements |
| CHAT-17617 | [Chat bar] Chat Bar UI issue on RD theme | Chat Widget UI Theming and Layout |
| CHAT-17618 | Agent’s picture is missing in the typing indicator. | Chat Widget UI Theming and Layout |
| CHAT-17619 | Background becomes scrollable when user scrolls on expanded Video Greet widget | Chat Widget Video Greeting Stability and UI Enhancements |
| CHAT-17620 | [EP] Emoji Icon UI issue on RD theme EP | Chat Widget Exit Popup UI Enhancements |
| CHAT-17621 | [Video Greet] Language translate is not working for FT QT | Chat Widget Video Greeting Stability and UI Enhancements |
| CHAT-17622 | BETA Env : Chat Widget Starts sliding when user try to type (Mobile) | Chat Widget UI Theming and Layout |
| CHAT-17623 | [Mobile ] Pre-chat is sliding downwards while typing. | Chat Widget Pre-Chat Validation |
| CHAT-17624 | [Production] Chat widget enlarges more than expected in video expanding state | Chat Widget Video Greeting Stability and UI Enhancements |
| CHAT-17625 | Option to flag General Package and host level features as default | Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates |
| CHAT-17626 | EP logo is not loading properly | Chat Widget Exit Popup UI Enhancements |
| CHAT-17627 | [Beta Environment] Pre-chat bubble is cutting off | Chat Widget Pre-Chat Validation |
| CHAT-17628 | RD PLUS - widget hidden and responses are behind parts of the website | Chat Widget UI Theming and Layout |
| CHAT-17629 | Unnecessary Gap Between Top "Hello" Bar and the Video Greet widget Around the corners. | Chat Widget Video Greeting Stability and UI Enhancements |
| CHAT-17630 | [Companies] An error appears when saving the company | Provisioning and Onboarding Tools v3: Feature Enhancements and Stability Updates |
| CHAT-17632 | Unable to send a file from the visitor end. | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17633 | Multiple file attachments fail to send and remain stuck in the widget | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17642 | Word and Excel icons are appearing distorted in the dashboard. | Chat Dashboard Attachment Management Documentation |
| CHAT-17643 | Some common file types are not supported as an attachments like .csv, .ppt, .txt, .zip, .rar, ,mp3, .pages, .key | Chat Widget Attachment Validation and Support |
| CHAT-17645 | 5MB File Attachment Limit Enforced for Single File Uploads | Chat Widget Attachment Validation and Support |
| CHAT-17646 | The file attachment feature is not working for RD Themes. | Chat Dashboard Attachment Management Documentation |
| CHAT-17647 | [Attachments] Retry option not working for failed attachments on visitor side | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17648 | [Attachments] “File already exists” validation text overlaps when sending same attachment again on visitor side | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17652 | Focus does not move to the latest attachment when multiple files are added | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17654 | File size validation not triggered in real time; files exceeding 10MB limit are uploaded | Chat Widget Attachment Validation and Support |
| CHAT-17655 | The message field does not auto-scroll to the latest attachment when more than 5 files are uploaded. | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17656 | WEBP file format not supported for visitor uploads | Chat Widget Attachment Validation and Support |
| CHAT-17661 | Send button triggers Add Attachment action on RD themes (mobile) | Chat Widget UI Theming and Layout |
| CHAT-17662 | [Launch Chat Window] Options are not displayed to the visitor in the widget | Chat Widget Interaction Flows v4: Enhancements and Fixes |
| CHAT-17663 | Pre-chat Greeting Message is Cut Off on RD Mobile Widget | Chat Widget Pre-Chat Validation |
| CHAT-17664 | Pre-Chat message appears after closing the Launch chat window | Chat Widget Interaction Flows v4: Enhancements and Fixes |
| CHAT-17665 | New chat session automatically loads previous attachment | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17666 | Validation icon and message not aligned on the same line in RD theme widget | Chat Widget Pre-Chat Validation |
| CHAT-17668 | [EP] EP functionality is not working without the launch chat window at the Visitor's end | Chat Widget Exit Popup UI Enhancements |
| CHAT-17669 | EPU Logo Appears Compressed - Causing UI Distortion | Chat Widget Exit Popup UI Enhancements |
| CHAT-17670 | The scroll down is not working in the chat widget | Chat Widget Interaction Flows v4: Enhancements and Fixes |
| CHAT-17671 | Add Attachment button shows all file types instead of only supported formats | Chat Widget Attachment Validation and Support |
| CHAT-17672 | Attachments Not Removed When Using Same File Name with Different Extensions | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17673 | File Attachment Layout Breaks on Small Screens when Filename Is Long | Chat Widget Attachment Logic v2 Documentation |
| CHAT-17674 | [Launch Chat Window] The Pre-Chat messages sequence are displaying incorrect in the DOM widget | Chat Widget Interaction Flows v4: Enhancements and Fixes |
| CHAT-17676 | .txt, .zip, .rar, .mp4 .mp3 files are not supported in the system. | Chat Widget Attachment Logic Documentation |
| CHAT-17679 | [Account Type] Account Type is missing against the companies which are generated by Provisioning | Provisioning and Onboarding Tools |
| CHAT-17685 | CLONE - Attachments Sent from Customer Portal Not Displaying on SMS Side | Chat Dashboard Attachment Management Documentation |
| CHAT-17687 | No validation shown when user attaches the same file again in a single message | Chat Widget Attachment Logic Documentation |
| CHAT-17688 | The user is unable to send an already sent file in a different message. | Chat Widget Attachment Logic Documentation |
| CHAT-17689 | ApexChat_Attachments_PlaceHolder appearing for My Chats when a visitor sends an Attachment. | Chat Dashboard Attachment Management Documentation |
| CHAT-17690 | Files fail to attach in visitor's first message when "Launch Chat Window" is enabled. | Chat Widget Attachment Logic Documentation |
| CHAT-17695 | Duplication of attachments in EP | Chat Dashboard Attachment Management Documentation |
| CHAT-17697 | Same file name validation is not appearing on mobile | Chat Widget Attachment Logic Documentation |
| CHAT-17698 | [Auto Launch Chat Window][RD & RD Plus] Chat Restart Overlay appears on widget on Visitor response | AI Chatbot Integration and Widget Management Documentation |
| CHAT-17701 | Attachments are not appearing in the Email even when the "Do Not Send In HTML Lead" check is disabled. | Chat Dashboard Attachment Management Documentation |
| CHAT-17702 | The first message sent by the visitor takes a bit longer to appear in the Chat window. | AI Chatbot Integration and Widget Management Documentation |
| CHAT-17703 | [IOS] Quick reply URL base is not opening in a new tab on selection by the Visitor | Chat Widget Interaction Flows |
| CHAT-17704 | [Attachment] Overlay appears every time after sending a PPT file as first message in ExitPop | Chat Widget Attachment Logic Documentation |
| CHAT-17705 | File Upload in Progress Disappears on Page Reload or Navigation | Chat Widget Attachment Logic Documentation |
| CHAT-17706 | Wrong hover text shown on the attachment button | Chat Dashboard Attachment Management Documentation |
| CHAT-17707 | Search engin search detection | System Data Management: File Retention and Search Engine Integration |
| CHAT-17709 | [Attachment]Permission should apply immediately when settings are saved for enabling operator | Chat Dashboard Attachment Management Documentation |
| CHAT-17713 | Call connect - text to speech (visitor) | Voice Call Connect Configuration Documentation |
| CHAT-17716 | File limit validation applied across messages instead of per message | Chat Widget Attachment Logic Documentation |
| CHAT-17717 | [Pop-up message overlay] The Yes/No buttons are not centered in the pop-up | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17718 | Prechat attachment not visible in exit popup; only dot appears | Chat Dashboard Attachment Management Documentation |
| CHAT-17719 | Typing indiciator not fully visible | AI Chatbot Integration and Widget Management Documentation |
| CHAT-17720 | [Pop-up message overlay] An error appears in the console on the pop-up message display at the visitor’s end | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17721 | [Pop-up message overlay] The visitor can interact with web elements even when the Pop-up message is on the screen | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17722 | [Pop-up message overlay] The Yes/No buttons are not displaying in the pop-up box at the visitor's end | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17724 | Attachment is displayed twice when visitor sends a message with an attachment from the chat widget | Chat Widget Attachment Logic Documentation |
| CHAT-17727 | [Pop-up message overlay] The visitor is unable to interact with the Pre-chat or widget before the pop-up message overlay | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17728 | [Pop-up message overlay] The pop-up message overlay does not hide when the visitor interacts with it | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17731 | [Pop-up message overlay] The Yes/No buttons UI issues | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17733 | Pop-up Message Overlay appears after visitor dismisses the pre-chat message | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17734 | Missing “Pop-up Overlay” filter in Chats tab | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17735 | Exit Pop-Up widget appears even after the visitor declines the Pop-Up Overlay | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17736 | Windowed Mode is not working on apextest1 environment. | AI Chatbot Integration and Widget Management Documentation |
| CHAT-17737 | Create text to speach / upload recording feature is not working | Voice Call Connect Configuration Documentation |
| CHAT-17738 | The Pop-Up Message Overlay is not appearing for the Video Greet Widget. | Chat Widget Pop-up Message Overlay Documentation |
| CHAT-17739 | [Pop-up message overlay] The pop-up message overlay feature gets disabled if any user makes a change from the Customer Portal | Chat Widget Pop-up Message Overlay Management |
| CHAT-17742 | [Pop-up message overlay] The EP appears on the screen when the pop-up message is on the screen | Chat Widget Pop-up Message Overlay Management |
| CHAT-17743 | Pop-up - feedback | Chat Widget Interaction Flows: Feedback Overlays and Hyperlink Resolution |
| CHAT-17744 | Attachments should not be detected into send lead form | Chat Widget Attachment Logic v3 Documentation |
| CHAT-17745 | Video Greet video does not appear inside the widget when widget is launched from Pop-Up Message Overlay | Video Greet Enhancements |
| CHAT-17746 | Pop-up Message Overlay appears after visitor interacts with the Video Greet widget | Chat Widget Pop-up Message Overlay Management |
| CHAT-17747 | [Pop-up message overlay] The EP does not appear on the screen when the pop-up message is declined before the EP time | Chat Widget Pop-up Message Overlay Management |
| CHAT-17748 | The visitor is unable to send the message if the file attachment feature is not enable | Chat Widget Attachment Logic v3 Documentation |
| CHAT-17750 | Pay via Chat Payment Link | Chat Widget Payment Integration Documentation |
| CHAT-17751 | AI/Agent Generates Payment Link | Chat Widget Payment Integration Documentation |
| CHAT-17752 | Payment Page Experience | Chat Widget Payment Integration Documentation |
| CHAT-17753 | Payment Status Updates in Chat | Chat Widget Payment Integration Documentation |
| CHAT-17754 | Receipts & Confirmation of Payment | Chat Widget Payment Integration Documentation |
| CHAT-17755 | Agent/Admin Controls | Chat Widget Payment Integration Documentation |
| CHAT-17756 | Unable to send files with message in Exit Pop-up. | Chat Widget Attachment Logic v3 Documentation |
| CHAT-17757 | The select language option disappears from the menu | Chat Widget UI Theming and Layout |
| CHAT-17758 | Selected avatar in Customer Portal not reflected in Legacy Portal | Avatar Synchronization Between Customer and Legacy Portals |
| CHAT-17759 | We have received complains that when Credit card number is updated it gets linked with wrong account. | System Reporting and Data Integrity Documentation |
| CHAT-17760 | Nylas is showing addtional/different time slots | Nylas Appointment Scheduler Timezone Synchronization |
| CHAT-17765 | Production - Unable to send lead for the Chats that has the SMS Optin Consent. | System Reporting and Data Integrity Documentation |
| CHAT-17770 | Add the KB to the UIUX settings | AI Chatbot Knowledge Base Management Documentation |
| CHAT-17776 | The hyperlink are not working in Chats | Chat Widget Interaction Flows: Feedback Overlays and Hyperlink Resolution |
| CHAT-17778 | Full encryption is not working for the email to decrypt in the Portal and the lead email | System Reporting and Data Integrity Documentation |
| CHAT-17779 | Auto pick email is not working on the dashboard if the email is the same as the lead’s email address | Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic |
| CHAT-17781 | AI Chatbot with Live agent/operator - dropdown option & setting | AI Chatbot Integration and Widget Management Documentation |
| CHAT-17783 | Allow the Pop-up and Exit Pop-up to work together | Chat Widget Pop-up Message Overlay Management |
| CHAT-17789 | Appointment scheduler - CTA buttons | Appointment Scheduler V3: Standalone CTA Integration |
| CHAT-17791 | [KB] Error appears on the dashboard when the Search AI tool is already enabled in the company | AI Chatbot Knowledge Base Management Documentation |
| CHAT-17792 | Does suggestive AI work wiht agents and operator rollover (legacy and MD) | Agent Dashboard UX Enhancements v2: Chat Routing and AI Logic |
| CHAT-17793 | Popup - Design Improvements | Chat Widget Pop-up Message Overlay Management |
| CHAT-17796 | As a user, I want to the ability to use the tab to book an appointment | Appointment Scheduler V3: Standalone CTA Integration |
| CHAT-17797 | As a user, I want the ability to use the bar to book an appointment | Appointment Scheduler V3: Standalone CTA Integration |
| CHAT-17798 | As a user, I want the ability to book appointment from the widget without live chat | Appointment Scheduler V3: Standalone CTA Integration |
| CHAT-17799 | As a user, I want the ability to place Voice AI call from the tab | Voice AI Integration Features Documentation |
| CHAT-17800 | As a user, I want the ability to place Voice AI call from the bar | Voice AI Integration Features Documentation |
| CHAT-17801 | As a user, I want the ability to place Voice AI call from the widget | Voice AI Integration Features Documentation |
| CHAT-17803 | Widget - New Design with cta options | Chat Widget UI Theming and Layout |
| CHAT-17805 | Script Search Bar Issue on Agent Dashboard | AI Chatbot Script Flow Management Documentation |
| CHAT-17806 | Call Connect Time differs with Lead Creation Timestamp | Voice Call Connect Reliability |
| CHAT-17807 | [RD Theme] windowed mode UI issue | Chat Widget UI Theming and Layout |
| CHAT-17808 | Chat Transcript Email Addresses Feature Not Sending Emails | System Reporting and Data Integrity Documentation |
| CHAT-17809 | CLONE - Call Connect Status and Number Missing in Lead Details | Voice Call Connect Reliability |
| CHAT-17810 | Company's Billing Trial Period Observation | System Onboarding and Provisioning Documentation |
| CHAT-17811 | Suggestive AI Bot Column in Exported CSV Displays ID Instead of Boolean Value | System Reporting and Data Integrity Documentation |
| CHAT-17813 | The user is unable to upload a script template in a New/Existing Company that does not have a script. | AI Chatbot Script Template Management |
| CHAT-17814 | Getting error while logging in. | Portal Authentication and Access Control Documentation |
| CHAT-17815 | Unable to start the chat with the RD Plus theme | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17816 | Host tab - add some columns (association, last lead date) | Agent Dashboard Lead Management Enhancements |
| CHAT-17820 | AI Chatbot - do not hardcode consent message & allow it to be custom | AI Chatbot Configuration and Localization Documentation |
| CHAT-17822 | [Chat] An error appears on the console when the Visitor clicks on the widget to start the Spanish chat | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17823 | Duplicate phone numbers shown in lead form when visitor submits number without country code | Chat Lead Form Data Integrity |
| CHAT-17824 | Phone numbers not detected for agents in Lead Form dropdown | Chat Lead Form Data Integrity |
| CHAT-17825 | Ability to select contact information from transcript and send Lead Form is missing for MD | Chat Lead Form Data Integrity |
| CHAT-17826 | content marketing - Add columns and consolidate the tabs | Agent Dashboard Lead Management Enhancements |
| CHAT-17829 | popup - adust logic with pre-chat | Chat Widget Popup Overlay Logic and Configuration |
| CHAT-17832 | Disable popup causing mobile chat | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17833 | The account ID is missing in the existing accounts in QuickBooks | QuickBooks Integration Management |
| CHAT-17834 | Voice Intake- Language Column not working | Voice Intake and Reporting Documentation |
| CHAT-17835 | The Pre-Chat bubble reappears when the widget is opened. | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17837 | Chats auto-refreshing and not auto-assigning to active agents despite auto-pickup enabled | Agent Dashboard Chat Routing and Stability Documentation |
| CHAT-17839 | Add a webhook to capture Credit Card update event and log it in table. | Billing, Transaction, and Subscription Management Documentation |
| CHAT-17840 | Region tool column freezes when zipcode is outside service area | Dashboard Region Tool: Zipcode Validation Logic |
| CHAT-17843 | Send Additional Info to Twilio Number Verification | Twilio Toll-Free SMS Verification Configuration |
| CHAT-17844 | Unable to send a lead while updating phone/email | Chat Lead Form Data Integrity |
| CHAT-17845 | Programmatically access reports | Voice Intake and Reporting Documentation |
| CHAT-17846 | Create a Report of Public API for VoiceIntakes | Voice Intake and Reporting Documentation |
| CHAT-17848 | Pre-Chat Alias not showing | Pre-Chat Interface Alias Configuration |
| CHAT-17849 | PortalDashboard does not handle users with lots of user permissions properly | Portal Authentication and Access Control Documentation |
| CHAT-17850 | Phone and email not detected in Send Lead form without refreshing | Agent Dashboard Lead Management Enhancements |
| CHAT-17851 | popup - SPA accounts | Chat Widget Popup Overlay Logic and Configuration |
| CHAT-17853 | Chat box reopens after closing with “X” on mobile devices | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17857 | Pre-chat Message from Default Profile Appears Instead of Applied Pre-chat Message When Widget is Opened Before Pop-up Overlay, or the user selects Yes | Chat Widget Popup Overlay Logic and Configuration |
| CHAT-17858 | Email is not encrypted after reopening the chat when a lead is sent with manually updated phone and email. | Chat Lead Form Data Integrity |
| CHAT-17859 | AI Chatbot - add language dropdown | AI Chatbot Configuration and Localization Documentation |
| CHAT-17860 | Chat becomes unstable after refresh (message not sent case) | Agent Dashboard Chat Routing and Stability Documentation |
| CHAT-17861 | Encrypted email displayed in Call Connect phone number field | Call Connect and SMS Integration Documentation |
| CHAT-17862 | Encrypted phone number displayed alongside actual phone number in Lead Form (Admin) | Chat Lead Form Data Integrity |
| CHAT-17863 | Dashboard - auto pickup not working (OconnorTRE) | Agent Dashboard Chat Routing and Stability Documentation |
| CHAT-17864 | Is the Rollover Enabled working? | Appointment Scheduler: Operator to Agent Rollover Logic |
| CHAT-17865 | Timestamp user activity - does loss of connection appear on the log | System Activity Logging Capabilities |
| CHAT-17867 | Widget - cannot start chat when revisiting website | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17868 | Phone Number Not Detected After Full Stop & Incorrect Formatting in Admin Dashboard | Admin Dashboard Phone Number Detection and Formatting |
| CHAT-17871 | The call connect field does not show the latest phone number. | Call Connect and SMS Integration Documentation |
| CHAT-17873 | Call Status Not Updating to “Queued” or “In Progress” from Dashboard | Call Connect and SMS Integration Documentation |
| CHAT-17874 | Phone number captured via Phone QR appears duplicated in Call Connect field on Admin Dashboard | Call Connect and SMS Integration Documentation |
| CHAT-17875 | Multiple phone number handling issues in Lead form and Call Connect (SMS Chats only) | Call Connect and SMS Integration Documentation |
| CHAT-17876 | Poke messages are displayed even after the chat session has ended | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17877 | Unable to Customize “Send” Button Styling in Active Pre-Chat Interface | Chat Widget UI/UX Refinements and Stability Documentation |
| CHAT-17878 | Incoming chat sound does not work for the first initiated chat in Agent Dashboard | Agent Dashboard Chat Routing and Stability Documentation |
| CHAT-17879 | Support Voice Minutes/Retainers and Overage fee in our billing process | Billing, Transaction, and Subscription Management Documentation |
| CHAT-17880 | An error occurs when users select a package during quote creation or attempt to create a new package | Billing, Transaction, and Subscription Management Documentation |
| CHAT-17881 | Authorization Invalid Token for Retainers | Portal User Management and Security Documentation |
| CHAT-17882 | Active Chats column is not reflecting correct count in Operations tab (Messaging Dashboard+Agent Dashboard) | Agent Dashboard UX and Performance Enhancements |
| CHAT-17883 | The scroll is not available in the portal for the Agents/Operators and the Billing tab. | Agent Dashboard UX and Performance Enhancements |
| CHAT-17885 | AI-suggested text appearing in chat despite being removed from script | AI Chatbot Script and Logic Documentation |
| CHAT-17886 | AI Chat Bot & Normal Chat Freezing After CTA Click | Chat Widget Interaction Stability and Floating Persistence |
| CHAT-17887 | Implement Floating Chat Widget | Chat Widget Interaction Stability and Floating Persistence |
| CHAT-17892 | The Chat session Ends and the bot flow does not continue when an MC URL typr QR is selected. | AI Chatbot Script and Logic Documentation |
| CHAT-17894 | Use Non CF url for websync connection on agentdashboard based on a flag in global configuration | Portal Onboarding and Configuration Enhancements |
| CHAT-17897 | Lead form doesn't show any data, on customer portal | System Infrastructure and Video Greet Configuration Documentation |
| CHAT-17898 | SMS chat doesnot show visitor message if it is html | SMS and Web-to-Text Chat Widget Documentation |
| CHAT-17902 | The time zone ID 'British Summer Time' was not found on the local computer. | System Infrastructure and Video Greet Configuration Documentation |
| CHAT-17903 | Data is Null. This method or property cannot be called on Null values. | Portal Onboarding and Configuration Enhancements |
| CHAT-17906 | Chat widget UI breaks after being idle for an extended period | Chat Widget Interaction Stability and Floating Persistence |
| CHAT-17907 | Scriptbot for sms chats | SMS and Web-to-Text Chat Widget Documentation |
| CHAT-17908 | Issues with the search fields present inside the Batch job tab | Agent Dashboard UX and Performance Enhancements |
| CHAT-17909 | The Script bot is not working on Web to Text transfer chats. | SMS and Web-to-Text Chat Widget Documentation |
| CHAT-17910 | Widget Test URL to Work Independent of Monitoring Enabled Flag | Portal Onboarding and Configuration Enhancements |
| CHAT-17912 | Twilio SMS Number Status Not Getting Updated in Portal | SMS and Web-to-Text Chat Widget Documentation |
| CHAT-17915 | SMS Opt-In Functionality Fails and Allows SMS Chats on Opt-In Restricted Leads | SMS and Web-to-Text Chat Widget Documentation |
| CHAT-17916 | LSA for AI Chatbot | AI Chatbot Script and Logic Documentation |
| CHAT-17917 | issues with the video greet not loading | System Infrastructure and Video Greet Configuration Documentation |
| CHAT-17918 | Video Greet Upload Reduces Video Quality | System Infrastructure and Video Greet Configuration Documentation |
| CHAT-17919 | Two buttos appear after MC selection in bottomsheet list | Chat Widget Interaction Stability and Floating Persistence |
| CHAT-17920 | Customer portal screen goes blank when operator clicks the Suggestion button | AI Chatbot Script and Logic Documentation |
| CHAT-17921 | SPA account not loading PreChat first response | Chat Widget Interaction Stability and Floating Persistence |
| CHAT-17922 | Pre Chat bubble not dropping when Overlay 'NO' option is selected | Chat Widget Interaction Stability and Floating Persistence |
| CHAT-17923 | Security Configuration and Compliance Request - Funnel Boost Media | Portal User Management and Security Documentation |
| CHAT-17924 | Plg - Create base api's for signup process | Portal Onboarding and Configuration Enhancements |
| CHAT-17925 | Enable WhatsApp Integration | WhatsApp Business Integration |
| CHAT-17926 | Configure WhatsApp Business Account | WhatsApp Business Integration |
| CHAT-17927 | Route WhatsApp Conversations to AI Chatbot | WhatsApp Business Integration |
| CHAT-17928 | Route WhatsApp Conversations to Live Agent Chat | WhatsApp Business Integration |
| CHAT-17929 | Unified Messaging Dashboard | WhatsApp Business Integration |
| CHAT-17930 | Conversation Channel Identification | WhatsApp Business Integration |
| CHAT-17931 | Reuse Existing Twilio SMS Numbers | WhatsApp Business Integration |
| CHAT-17932 | WhatsApp Conversation Sync with CRM | WhatsApp Business Integration |
| CHAT-17933 | Whatsapp Integration via Customer Portal | WhatsApp Business Integration |
| CHAT-17934 | Connect WhatsApp Business via Meta Embedded Signup | WhatsApp Business Integration |
| CHAT-17935 | [Onboarding] When override package is checked. The Request failed error appears and the onboarding does not gets saved. | Portal Onboarding and Configuration Enhancements |
| CHAT-17937 | Record and Send Voice Note | Voice Note Integration for Chat Widget |
| CHAT-17938 | Display Voice Note in Chat Widget | Voice Note Integration for Chat Widget |
| CHAT-17939 | Agent Can Listen to Voice Notes | Voice Note Integration for Chat Widget |
| CHAT-17940 | Agent Can View Voice Note Transcript | Voice Note Integration for Chat Widget |
| CHAT-17941 | Handle Microphone Permissions | Voice Note Integration for Chat Widget |
| CHAT-17943 | Enhanced Pre-Chat Experience | Chat Widget UI Redesign v2 Documentation |
| CHAT-17944 | Enhanced Message Composer | Chat Widget UI Redesign v2 Documentation |
| CHAT-17945 | Consistent Message Timestamps | Chat Widget UI Redesign v2 Documentation |
| CHAT-17946 | Redesigned Single Selection Cards | Chat Widget UI Redesign v2 Documentation |
| CHAT-17947 | Improved Multi-Selection Experience | Chat Widget UI Redesign v2 Documentation |
| CHAT-17948 | Chat-to-Text Banner | Chat Widget UI Redesign v2 Documentation |
| CHAT-17949 | Redesigned SMS Conversion Modal | Chat Widget UI Redesign v2 Documentation |
| CHAT-17950 | Modern Conversation Bubble Design | Chat Widget UI Redesign v2 Documentation |
| CHAT-17951 | Redesigned Privacy Policy Area | Chat Widget UI Redesign v2 Documentation |
| CHAT-17952 | Updated Typography | Chat Widget UI Modernization |
| CHAT-17953 | Animated Close Button | Chat Widget UI Modernization |
| CHAT-17954 | Redesigned Exit Popup | Chat Widget UI Modernization |
| CHAT-17955 | [Cookie] Partner complained about insecure Cookies flagged | Chat Widget Security and Compliance Documentation |
| CHAT-17957 | [Invitation] Insecure http:// link in chat script | Chat Widget Security and Compliance Documentation |
| CHAT-17959 | Support Larger Video Greet Widget Size for Specific Customers | Video Greet Enhancements |
| CHAT-17960 | Restart Chat | Chat Widget UI Modernization |
| CHAT-17961 | Consent form overlay | Chat Widget UI Modernization |
| CHAT-17962 | System messages overlay | Chat Widget UI Modernization |
| CHAT-17963 | CTA with Link + End Chat action does not display the mapped question before ending the chat | Chat Widget Interaction Logic and Floating Widget Enhancements |
| CHAT-17967 | Do not show "Transfer to live person" in chat menue when poke message appear | Chat Widget Interaction Logic and Floating Widget Enhancements |
| CHAT-17968 | Appointments are not successfully booked for companies with a reseller host | Appointment Scheduler Core Logic Enhancements |
| CHAT-17969 | [Floating Chat Widget] Floating Chat Widget screen does not resize according to the chat widget if the visitor clicks on the "Keep chatting here" button | Floating Chat Widget Stability and Feature Parity |
| CHAT-17970 | [Floating Chat Widget] Floating Chat Widget window appears after the chat ends, and it restarts the chat if the Visitor clicks on the "Keep chatting here" button | Floating Chat Widget Stability and Feature Parity |
| CHAT-17971 | Video does not appear in the chat window when the chat is triggered on AI accounts | Video Greet Enhancements |
| CHAT-17972 | [Nylas - Appointment Scheduler] Long Text type field is not populating on the booking form and HTML Lead | Appointment Scheduler Core Logic Enhancements |
| CHAT-17976 | [Floating Chat Widget] Floating Chat Widget and Pre-chat widget both are display on the Firefox browser | Floating Chat Widget Stability and Feature Parity |
| CHAT-17977 | Sync Chat Display For QT Grid Message | Chat Widget Interaction Logic and Floating Widget Enhancements |
| CHAT-17978 | [Production] VendorMax history is displayed in the History tab for all companies | System Reporting and Data Integrity Documentation |
| CHAT-17979 | Allow whiteglove link to be used from the appointment scheduler question type | White-Glove Integration for Appointment Scheduler |
| CHAT-17980 | [Floating Chat Widget] Chat messages are not sync with the Floating Chat Widget | Floating Chat Widget Stability and Feature Parity |
| CHAT-17981 | [Floating Chat Widget] EP and Pre-Chat widgets are displayed on the visitor screen | Floating Chat Widget Stability and Feature Parity |
| CHAT-17982 | Poke Messages Overlay | Chat Widget UI Modernization |
| CHAT-17983 | [Floating Chat Widget] The floating chat widget does not appear if the chat is in windowed mode | Floating Chat Widget Stability and Feature Parity |
| CHAT-17984 | [Launch chat window] "Skip this question" appears twice for the pipe question in Pre-chat | Chat Widget Interaction Logic and Floating Widget Enhancements |
| CHAT-17985 | Nylas - push values from chatroom or field to the booking fields (name, email, phone) | Appointment Scheduler Core Logic Enhancements |
| CHAT-17986 | [Floating Chat Widget] Floating Chat Widget appears when the video is playing and the visitor switch the tab or browser, Pre-chat question is missing after back to the site and start the chat | Floating Chat Widget Stability and Feature Parity |
| CHAT-17987 | [Floating Chat Widget] Floating Chat Widget appears when the chat has not even started | Floating Chat Widget Stability and Feature Parity |
| CHAT-17988 | [Floating Chat Widget] Overlays are not synced with the Floating Chat Widget window. | Floating Chat Widget Stability and Feature Parity |
| CHAT-17990 | [Floating Chat Widget] Full QT is not working in Floating Chat Widget window | Floating Chat Widget Stability and Feature Parity |
| CHAT-17992 | Production - Donotreply appearing instead of New Lead for the New Lead email post Domain update | System Reporting and Data Integrity Documentation |
| CHAT-17993 | Add Inline List View for Multi-Select Options in Chat | Chat Widget UI Modernization |
| CHAT-17994 | List view in chat for Single Select Option | Chat Widget UI Modernization |
| CHAT-17995 | Update Initated by column in Legacy Portal | Portal User Profile Management and Channel Attribution Enhancements |
| CHAT-17997 | Update Floating Chat Widget Startup Window | Chat Widget Interaction Logic and Floating Widget Enhancements |
| CHAT-17998 | Instagram - handle direct DM chats | Chat Platform Social Integration |
| CHAT-17999 | [Floating Chat Widget] Web-to-text transfer is not working on the Floating Chat Widget | Floating Chat Widget Stability and Feature Parity |
| CHAT-18000 | [Floating Chat Widget] Language Transfer is not working on the Floating Chat Widget | Floating Chat Widget Stability and Feature Parity |
| CHAT-18001 | [Floating Chat Widget] The Floating Chat Widget does not work if the chat is restarted | Floating Chat Widget Stability and Feature Parity |
| CHAT-18002 | [Floating Chat Widget] Speech-to-text does not work with the Floating Chat Widget | Floating Chat Widget Stability and Feature Parity |
| CHAT-18003 | [Floating Chat Widget] The Floating Chat Widget window is not appearing | Floating Chat Widget Stability and Feature Parity |
| CHAT-18005 | [Floating Chat Widget] The system message appears twice in the Floating Chat Window | Floating Chat Widget Stability and Feature Parity |
| CHAT-18006 | [Floating Chat Widget] The speech-to-text message is not synced with the DOM | Floating Chat Widget Stability and Feature Parity |
| CHAT-18007 | [Production][Floating Chat Widget] The attachment send from the Floating widget is duplicated in the DOM | Floating Chat Widget Stability and Feature Parity |
| CHAT-18008 | [Production][Floating Chat Widget] Appointment scheduling is not working via the floating chat widget | Floating Chat Widget Stability and Feature Parity |
| CHAT-18009 | Start windowed chat with chatbotguid | Chat Widget Interaction Logic and Floating Widget Enhancements |
| CHAT-18013 | Save/Modify single record for in profile when profile changed in legacy portal | Portal User Profile Management and Channel Attribution Enhancements |
| CHAT-18014 | Save/Modify single record for in profile when profile changed in Customer portal | Portal User Profile Management and Channel Attribution Enhancements |
| CHAT-18015 | Change profile getting logic when chat started | Portal User Profile Management and Channel Attribution Enhancements |
| CHAT-18016 | Get profile logic while rendering invitation | Portal User Profile Management and Channel Attribution Enhancements |
| CHAT-18017 | Removing Virtual Assistant Option from Provisioning | Provisioning and Onboarding Tools |
| CHAT-18018 | Dashboard becomes unresponsive after multiple clicks | Agent Dashboard Performance and Stability |
| CHAT-18019 | WhatsApp - Unsupported features documentation for WhatsApp Integration | Chat Platform Social Integration |
| CHAT-18020 | Initiated by a column showing HTML when the chat is initiated from WhatsApp | WhatsApp Business Integration |
| CHAT-18021 | Update Video Greet Design in Chat Widget | Video Greet Enhancements |
| CHAT-18022 | Uncached JavaScript Warnings for Blazeo Production Cloud Widget | Web Performance Optimization: Caching and Audit Compliance |
| CHAT-18023 | chats with contact information not sent as leads | Chat Lead Form Data Integrity |
| CHAT-18024 | System detects LAN Line | Voice Onboarding: LAN Line Detection and Opt-in Restriction |
| CHAT-18025 | Add an option to remove/mute Sound from Chat Pop-up/Widget load | Chat Widget Interaction Flows: Sound Control and Pre-Chat Bubble Delay |
| CHAT-18026 | Pre-Chat Bubble Message Delay Functionality | Chat Widget Interaction Flows: Sound Control and Pre-Chat Bubble Delay |
| CHAT-18027 | Add Customer Portal Backend Support for RD Premium Widget | Chat Widget UI Modernization |
| CHAT-18028 | Add Customer Portal Backend Support for Floating Chat Widget | Chat Widget UI Modernization |
| CHAT-18029 | [Rounded Dynamic Premium]Cross Button Position Does Not Match Design | Chat Widget UI Modernization |
| CHAT-18030 | [Rounded Dynamic Premium] Call Connect Icon Not Displayed in Widget | Chat Widget UI Modernization |
| CHAT-18031 | [Rounded Dynamic Premium] User Unable to Select MC Question | Chat Widget UI Modernization |
| CHAT-18032 | SMS column in legay portal not working | System Reporting and Data Integrity Documentation |
Code only — merged PR, missing from Jira docs
CHAT-15648
Task/CHAT-15648 Add Association column in companies grid for vendormax
Portal Company Management Update
CHAT-16196
Chat 16196 added BillingEndDate column so billing end date can be determined
Portal Company Management Update
CHAT-16217
CHAT-16217 Auto fill name, email fields of booking Page
Appointment Scheduling Nylas - V3 Migration and Provisioning Updates
#13223 CHAT-16549
#13221 CHAT-16559
#13218 CHAT-16548
#13216 CHAT-16551
#13214 CHAT-16549 CHAT-16449
#13211 CHAT-16491
#13207 CHAT-16546 CHAT-16544 CHAT-16547
#13199 CHAT-16455
#13198 CHAT-16540
#13194 CHAT-16519
#13187 CHAT-16500
#13183 CHAT-16233
#13179 CHAT-16511
#13176 CHAT-16488
#13168 CHAT-16468
#13162 CHAT-16440
#13149 CHAT-16441
#13145 CHAT-16439
#13144 CHAT-16442
#13130 CHAT-16436
#13123 CHAT-16233
#13111 Task/CHAT-16221
#13104 Task/CHAT-16221
#13076 Task/CHAT-16220
CHAT-16254
CHAT-16254 Hover - issues with text outside of the box
Portal Reporting and Logs Update: AI Token Tracking
CHAT-16594
CHAT-16594 notes character limit to 1000
Portal Onboarding and Billing Documentation Update
#14847 Task/CHAT-16617 Fixed thumbnail mime issue
#14846 Task/CHAT-16617 Fixed thumbnail mime issue
#14840 Task/CHAT-16617 S3 thumbnail folder structuring
#14838 Task/CHAT-16617 S3 folder structuring
#14780 Task/CHAT-16617 Add extension validation
#14750 Task/CHAT-16617 Refactoring
#14748 Task/CHAT-16617 Refactoring
#14741 Task/CHAT-16617 Avoid duplicate thumbnail upload
#14740 Task/CHAT-16617 fixed buffer issue
#14738 Task/CHAT-16617 fixed stream issue
#14734 Task/CHAT-16617 Refactoring
#14658 Task/CHAT-16617 Add visitor attachments to GetChat and GetLe
#14595 Task/CHAT-16617 Visitor attachments webapi endpoints
#14577 Task/CHAT-16617 rename visitor attachment flags sql files
#14475 Task/CHAT-16617 hide attachment flags
#14461 Task/CHAT-16617 maintain visitor attached files history
#14439 Task/CHAT-16617 fixed build issue
#14436 Task/CHAT-16617 Visitor file upload endpoint
#14432 Task/CHAT-16617 Upload visitor file service
#14360 Task/CHAT-16617 Create VisitorFileUploads table
CHAT-16623
CHAT-16623 fields not reflecting on generate account
Portal Onboarding and Billing Documentation Update
CHAT-16712
CHAT-16712 Poke Messages Interfering with AI Chatbot
Chat Summarization Engine Documentation Update
#14039 Task/Chat-16732-company manager used
#14037 Task/Chat-16732-change in method
#14035 Task/chat 16732 hide leads columns if not applied in company
#14033 fix lead category doesnot belong to table error
#14031 fix build error
#14027 Task/CHAT-16732-HideLeadsColumnsIfNotAppliedInCompany
#14000 Revert "Task/CHAT-16732 Add lead category column in lead rep
#13999 Revert "Task/CHAT-16732 add lead category column in portal (
#13971 Task/CHAT-16732 Add lead category column in invoice attachme
#13958 Task/CHAT-16732 add lead category column in portal
#13910 Task/CHAT-16732 Add lead category column in lead reports
CHAT-17067
Task/CHAT-17067-Customization tab radio button for color type is functional
Portal Theme Customization and Chat Bar Enhancements
CHAT-17068
Task/Chat-CHAT-17191-Colorpicker-fix-customization
Portal Theme Customization and Chat Bar Enhancements
CHAT-17176
CHAT-17176 Unable to add Appointment Scheduling's status into lead email
Chat Video Greet System Documentation Update
CHAT-17224
Task/CHAT-17224 Remove keyword element for specific hostId
chat_core_engine Documentation Update
CHAT-17226
Task/CHAT-17226 Added toll-free number verification to purchase flow
Portal Onboarding and Billing Management
CHAT-17232
Task/CHAT-17232-Customized email to customer on lead generation
portal_company_management_batch_15
CHAT-17339
CHAT-17339-Create-a-flag-to-select-voice-recording-instead-of-greeting-message
Chat Video Greet System Documentation Update
CHAT-17340
CHAT-17340-Create-a-file-upload-field-where-a-url-can-be-provided-or-a-mp3-file-can-be-uploaded
Chat Video Greet System Documentation Update
CHAT-17341
CHAT-17341-Modify-TwilioCallProvider-functionality-to-support-playing-recordings
Chat Video Greet System Documentation Update
#14420 CHAT-17367 - Casting Enum
#14419 CHAT-17367 - added colon
#14418 CHAT-17367 - Add Logs
#14415 CHAT-17367 - fixes
#14414 CHAT-17367 - Null Checks
#14413 Task/CHAT-17367 - CHAT-17409 - Exchange RefreshToken
#14411 Task/CHAT-17367 - CHAT-17411 - Redirection fixes
#14408 Task/CHAT-17367 - fixed logging issue
#14407 Task/CHAT-17367 - Logging for redirect Debugging
#14404 Task/CHAT-17367 - fix update query for user preferred compan
#14403 Task/CHAT-17367 - remove cookie in case of error
#14402 Task/CHAT-17367 - fixed condition
#14401 Task/CHAT-17367 - sso fixes expirable jwt cookies issues
#14400 Task/CHAT-17367 - fix for new portal redirection
#14399 Task/CHAT-17367 - fixed force companySelection
#14398 Task/CHAT-17367 - company id fixes
#14397 Task/CHAT-17367 - fixed build failed
#14396 Task/CHAT-17367 - RememberMyChoice - CompanySelector Redirec
#14384 CHAT-17367 - ReturnTo Url fixes
#14382 Task/CHAT-17367 fixed https and complete dns safe url
#14381 Task/CHAT-17367 Bypass PortalV2 Redirection
#14380 Task/CHAT-17367 reverting httpOnly cookie
#14368 Task/CHAT-17367 - Token Expiration and Cross Subdomain cooki
CHAT-17409
Task/CHAT-17367 - CHAT-17409 - Exchange RefreshToken
Portal Reporting and Logs Update: AI Token Tracking
CHAT-17411
Task/CHAT-17367 - CHAT-17411 - Redirection fixes
Portal Reporting and Logs Update: AI Token Tracking
CHAT-17412
Bug/CHAT-17412-switching-back-to-CRM-from-Customer-Portal
Portal Reporting and Logs Update: AI Token Tracking
CHAT-17421
Bug/CHAT-17421-CRM-Module-Accessible-from-Customer
Portal Reporting and Logs Update: AI Token Tracking
CHAT-17422
CHAT-17422 Remove ‘Launch Chat Window’ option from mobile
Portal Company Management Enhancements
CHAT-17700
Chat 17700 portal work for widget add a pop up yes/no option
Portal Theme Customization and Chat Bar Enhancements
CHAT-17740
Task/CHAT-17740-Increase-Pop-up-Message-character-limit-to-512-characters
Portal Theme Customization and Chat Bar Enhancements
CHAT-2818
Task/Chat-2818 tiered price updated for both WLP and direct
Portal Onboarding and Billing Management
CHAT-5142
CHAT-5142: Port User Limit fixes to Feature/crmf (numberfield)
Portal Company Management Enhancements
CHAT-6707
Bug/Chat-6707-Assign-Values-to-CRMCOnfig-OnDirect-Duplicate-Save
Portal Company Management Enhancements
Unlinked PRs — merged without a CHAT-xxx key, grouped by area of work
AI Chat Bot Management
10 PRs## Overview
The AI Chat Bot Management capability provides a framework for configuring, managing, and interacting with AI-driven chat bots within the ApexChat ecosystem. This system supports bot creation, knowledge base management via file uploads, and conversational Q&A management.
## System Flow
1. **Bot Initialization**: The system identifies or creates a bot user associated with a company. AI bot status is tracked via the `AIBotEnabled` flag in the company configuration.
2. **Knowledge Management**: Users can upload files (up to 2MB) to train the bot. The system extracts text from these files, indexes them, and tracks the status of these indexes.
3. **Q&A Management**: The system provides an API to create, update, and delete question-answer pairs, allowing for dynamic tuning of bot responses.
4. **Conversation Handling**: The system retrieves chat sessions and conversation logs, wit…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13003 | Bug/ai bot creation not working with sso enabled | ApexChat.Core/Managers | 2024-10-16 |
| #13000 | Feature/ai into stage | ApexChat.Core/Models | 2024-10-16 |
| #12990 | - extract file tweaks | Lib/Internal | 2024-10-14 |
| #12983 | - fix to unique index fix | Lib/Internal | 2024-10-14 |
| #12982 | - Unique ndex names plus minor tweaks in specflow project | Lib/Internal | 2024-10-14 |
| #12977 | - updated QuestionGenerationApi | Lib/Internal | 2024-10-11 |
| #12974 | - fixed missing endpoint renaming | Lib/Internal | 2024-10-11 |
| #12973 | - new fields in IndexNameResponse | Lib/Internal | 2024-10-11 |
| #12972 | - incoporated Question api changes | Lib/Internal | 2024-10-11 |
| #12947 | - adjusted pagination logic in GetAllConversationsAsync | ApexChat.Core/Managers | 2024-10-03 |
AI Chat Conversation Engine Pagination and Metadata
87 PRs## Overview
This capability enhances the AI Chatbot conversation management system by introducing robust pagination and accurate metadata reporting for chat sessions. The system now supports paginated retrieval of user conversations and chatbot questions, ensuring efficient data handling for large datasets.
## System Flow
1. **Request Initiation**: The client requests conversations or questions for a specific `chatbotId` with optional `pageNumber` and `pageSize` parameters.
2. **Session Aggregation**: The `AIChatBotManager` retrieves all sessions associated with the bot.
3. **Paginated Retrieval**: For each session, the system calculates the `skip` offset based on the requested page and fetches the corresponding chat subset.
4. **Response Aggregation**: The system aggregates chat data and calculates the total count of conversations across all sessions.
5. **Data Delivery**: The API retu…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13977 | updated clients for index apis | Lib/Internal | 2025-05-20 |
| #13943 | CustomQuestion endpoint clients | Lib/Internal | 2025-05-13 |
| #13870 | Stages | ApexChat.Core/Managers | 2025-04-23 |
| #13837 | production into AIBOt.V2 | ApexChat.Core/Managers | 2025-04-16 |
| #13836 | Ignore chatbot for suggestive configuration if bot type isnot suggestive | ApexChat.Core/Managers | 2025-04-15 |
| #13835 | Bug/CHAT-17121_Suggestive-AI_script_is_pitching_responses | ApexChat.Core/Managers | 2025-04-15 |
| #13833 | CRMF | ApexChat.Core/Managers | 2025-04-15 |
| #13831 | Bug/AI-133-AI_Chatbot_Messages_Appear_Twice | ApexChat.Core/Managers | 2025-04-11 |
| #13687 | Production into WebAPI-Develop | ApexChat.Core/Managers | 2025-02-28 |
| #13686 | Beta to prod | Lib/Internal | 2025-02-28 |
| #13685 | Conversational ai to beta | Lib/Internal | 2025-02-28 |
| #13684 | Add type in get request of qualifications | Lib/Internal | 2025-02-28 |
| #13683 | ConversationalAI into beta | Lib/Internal | 2025-02-27 |
| #13681 | Task/conversational ai ai 92 pre qualification criteria | Lib/Internal | 2025-02-26 |
| #13678 | CoreStage | ApexChat.Core/Data | 2025-02-25 |
| #13677 | 5.1 | ApexChat.Core/Managers | 2025-02-25 |
| #13676 | ConversationalAI to beta | ApexChat.Core/Managers | 2025-02-25 |
| #13674 | Conversational ai | ApexChat.Core/Data | 2025-02-25 |
| #13669 | Task/conversational ai ai 90 add timezone in chatbot | ApexChat.Core/Data | 2025-02-24 |
| #13657 | Conversational ai | ApexChat.Web/config | 2025-02-22 |
| #13654 | AI-89 Message Marked as IsRequiredByAI | ApexChat.Core/Managers | 2025-02-21 |
| #13596 | Task/ConversationalAI-PushEndChatToAIService | ApexChat.Core/Managers | 2025-02-13 |
| #13590 | Bug/AI-63_greeting_cache_issue_on_prod | ApexChat.Core/Managers | 2025-02-12 |
| #13570 | Conversational ai into Stage | ApexChat.Core/Managers | 2025-02-10 |
| #13569 | Stage | ApexChat.Core/Managers | 2025-02-10 |
| #13550 | Task/CHAT-16892_send_message_hook | ApexChat.Core/Managers | 2025-02-06 |
| #13548 | fix build error | ApexChat.Core/Managers | 2025-02-04 |
| #13547 | Flowbased chatbots | ApexChat.Core/Managers | 2025-02-04 |
| #13546 | publish only when save chatlog | ApexChat.Core/Managers | 2025-02-04 |
| #13541 | Task/CHAT-16882_AI_Standard_Invitation | ApexChat.Core/Providers | 2025-02-04 |
| #13528 | GreetingMessageOptionRequest fixed error | ApexChat.Core/DTOs | 2025-01-31 |
| #13518 | Task/ConversationalAI-optionsInGreetingMessage | Lib/Internal | 2025-01-30 |
| #13517 | AI into WebApi | ApexChat.Core/Data | 2025-01-30 |
| #13516 | stages | ApexChat.Core/Managers | 2025-01-30 |
| #13507 | Chat Session AiModelId change to ChatId | ApexChat.Database/ApexChat | 2025-01-28 |
| #13435 | stage | ApexChat.Core/Managers | 2025-01-15 |
| #13434 | Task/CHAT-16730_transfer_chat | ApexChat.Core/Managers | 2025-01-15 |
| #13416 | stage | Lib/Internal | 2025-01-13 |
| #13414 | Task/conversational ai generate prompt client | Lib/Internal | 2025-01-13 |
| #13408 | stage | ApexChat.Core/Managers | 2025-01-10 |
| #13407 | Conversational ai | ApexChat.Core/Managers | 2025-01-10 |
| #13402 | Conversational ai | ApexChat.Core/Managers | 2025-01-10 |
| #13401 | Bug/UIUX-2809 excluded chatbots with status in progress form grid lis… | ApexChat.Core/Managers | 2025-01-10 |
| #13393 | Add CompanyKey to ChatbotCreateSessionRequest | ApexChat.Core/Managers | 2025-01-08 |
| #13384 | Corestage chatbot | ApexChat.Core/Managers | 2025-01-07 |
| #13363 | Conversational ai | ApexChat.Core/Managers | 2025-01-06 |
| #13355 | UIUX-2792 The Chatbot grid is showing all the chatbots | ApexChat.Core/Managers | 2025-01-06 |
| #13353 | Update 20241204T1000_CreateConversationalAITablesAndSchema.sql | ApexChat.Database/ApexChat | 2025-01-06 |
| #13343 | Corestage chatbot into WebAPI-Staging | ApexChat.Core/DTOs | 2025-01-03 |
| #13339 | ConversationalAI to Stage | ApexChat.Core/DTOs | 2025-01-02 |
| #13326 | updated clients and fixed build errors and added generate from AI endpoints | ApexChat.Core/Managers | 2025-01-01 |
| #13329 | improve migration script for conversational ai | ApexChat.Database/ApexChat | 2024-12-31 |
| #13315 | Task/conversational ai update chatbot status api | Lib/Internal | 2024-12-30 |
| #13311 | update clients | Lib/Internal | 2024-12-27 |
| #13306 | Task/ConversationalAI - fixed url issue | ApexChat.WebApi/Controllers | 2024-12-26 |
| #13297 | fix website | ApexChat.WebApi/Controllers | 2024-12-23 |
| #13294 | fix file and questions api | ApexChat.WebApi/Controllers | 2024-12-23 |
| #13293 | Task/ConversationalAI - created a POST endpoint for test messages | ApexChat.Core/Managers | 2024-12-23 |
| #13291 | updated clients | Lib/Internal | 2024-12-23 |
| #13276 | Task/ConversationalAI - refactored ChatbotFile and ChatbotQuestion en… | ApexChat.WebApi/Controllers | 2024-12-19 |
| #13274 | Task/ConversationalAI - created GET and DEL chatbot file endpoints | ApexChat.WebApi/Controllers | 2024-12-19 |
| #13271 | Task/ConversationalAI - fixed GET endpoints in qualification entities | ApexChat.Core/Managers | 2024-12-18 |
| #13263 | Task/ConversationalAI - finalized qualification apis | ApexChat.Core/Managers | 2024-12-16 |
| #13262 | added company name in chatbot api, updated clients of qualifation apis | Lib/Internal | 2024-12-16 |
| #13254 | Task/ConversationalAI-QualificationAPIs | ApexChat.Core/Managers | 2024-12-16 |
| #13253 | lead qualificationapi client | Lib/Internal | 2024-12-13 |
| #13248 | Task/CHAT-16578_StartChat_with_chatbot Done! | ApexChat.Core/Managers | 2024-12-12 |
| #13246 | Config for AI service | ApexChat.WebApi/Config | 2024-12-11 |
| #13241 | Task/conversational ai update api clients | Lib/Internal | 2024-12-11 |
| #13240 | regenerate sessionsAPI | Lib/Internal | 2024-12-11 |
| #13239 | update AI clients | Lib/Internal | 2024-12-11 |
| #13235 | update client of Message session | Lib/Internal | 2024-12-10 |
| #13233 | Task/conversational ai update api clients | ApexChat.Core/Managers | 2024-12-10 |
| #13230 | code refactor | ApexChat.Core/Managers | 2024-12-10 |
| #13227 | chatbot api end to end working | Lib/Internal | 2024-12-10 |
| #13225 | Task/conversational ai update api clients | Lib/Internal | 2024-12-09 |
| #13074 | Feature/4.9.8 into Stage | Lib/Internal | 2024-10-25 |
| #13073 | Removed test projs | Lib/Internal | 2024-10-25 |
| #13070 | Merge_Production_Into_Feature_4_9_8 | ApexChat.Core/DTOs | 2024-10-25 |
| #13062 | Beta into Production (AI) | ApexChat.Core/Models | 2024-10-23 |
| #13057 | Azure webapi beta | ApexChat.Core/Models | 2024-10-23 |
| #13056 | WebAPI-Staging into WebAPI-Beta | ApexChat.Core/Models | 2024-10-23 |
| #13046 | AI Corestage to beta | ApexChat.Core/Managers | 2024-10-23 |
| #12941 | - incoporated total_count in conversation endpoint | ApexChat.Core/Managers | 2024-10-03 |
| #12933 | - fix to conversation pagination | ApexChat.Core/Managers | 2024-10-01 |
| #12929 | - total page count for conversion | ApexChat.Core/Managers | 2024-10-01 |
| #12927 | AI_Chatbot_Pagination_in_Converstation_Endpoint | Lib/Internal | 2024-10-01 |
AI Chatbot Conversation Engine Management
17 PRs## Overview
The AI Chatbot Conversation Engine Management capability enables the integration, configuration, and lifecycle management of AI-driven chatbots within the ApexChat platform. This system facilitates automated response generation, corpus management for AI training, and integration with third-party AI services.
## System Flow
1. **Initialization**: The system verifies the existence of an AI chatbot for a company and retrieves configuration details (e.g., embedding models).
2. **Conversation Processing**: When a user sends a message, the `AIChatBotManager` triggers an asynchronous process to generate an AI response using the configured chatbot session.
3. **Response Handling**: The generated AI response is published to the chat room via WebSync and stored in the database for history and usage tracking.
4. **Management**: Administrators can create, update, and delete chatbot conf…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13213 | Task/ConversationalAI - MustAskQuestionsEndpoint Integration | ApexChat.Core/DTOs | 2024-12-05 |
| #13212 | Task/ConversationalAI - CompanyEndpointsIntegration | ApexChat.Core/DTOs | 2024-12-05 |
| #13210 | changed business type to int | Lib/Internal | 2024-12-05 |
| #13208 | Task/ConversationAI - Endpoints Integration | ApexChat.Core/DTOs | 2024-12-05 |
| #13204 | chatbot apis | ApexChat.Core/DTOs | 2024-12-05 |
| #13206 | Update 20241204T1000_CreateConversationalAITablesAndSchema.sql | ApexChat.Database/ApexChat | 2024-12-04 |
| #13202 | Task/conversational ai endpoints integration | Lib/Internal | 2024-12-04 |
| #13201 | Task/CHAT-16475_db_work | ApexChat.Core/Data | 2024-12-04 |
| #13045 | TASK/CHAT-16402_Remove_RestSharp_from_AI_ClientLibrary_AsyncMethods | ApexChat.Core/Managers | 2024-10-22 |
| #13040 | Feature/ai into staging | ApexChat.Core/Managers | 2024-10-22 |
| #13036 | Feature/ai to stage | Lib/Internal | 2024-10-22 |
| #13035 | TASK/CHAT-16402_Remove_RestSharp_from_AI_ClientLibrary | Lib/Internal | 2024-10-22 |
| #13027 | Feature/ai to stage | ApexChat.Core/Managers | 2024-10-21 |
| #13014 | Azure webapi staging | ApexChat.Core/Managers | 2024-10-18 |
| #13013 | delete chatbot fix | ApexChat.Core/Managers | 2024-10-18 |
| #13012 | Feature/ai to stage | ApexChat.Core/Managers | 2024-10-18 |
| #13007 | added logging | ApexChat.Core/Managers | 2024-10-16 |
AI Conversation and Chatbot Flow Management
3 PRs## Overview
The Chat Summarization Engine and AI Conversation subsystem enables advanced management of chatbot conversational flows and automated URL extraction. This feature set allows administrators to define, store, and update complex chatbot logic via JSON-based node and edge configurations, as well as extract relevant URLs for chatbot training or context.
## System Flow
1. **URL Extraction**: Users provide a target URL to the `ExtractUrlsController`, which invokes the `ExtractUrlsManager` to retrieve structured URL data.
2. **Chat Flow Definition**: Administrators create or update chatbot flows by submitting `NodesJson` and `EdgesJson` via the `ChatbotChatFlowController`.
3. **Persistence**: The system stores these flow definitions in the `[AI].[ChatbotChatFlows]` database table, which tracks metadata including creation and modification timestamps.
4. **Chatbot Integration**: Chatb…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14697 | prod | Lib/Internal | 2025-11-13 |
| #14696 | Ai q4 3.5 into WebAPI - Beta | Lib/Internal | 2025-11-13 |
| #14695 | Beta from AI-Q4-3.5 | Lib/Internal | 2025-11-13 |
AI Conversation Configuration DTOs
5 PRs## Overview
The AI Conversation Configuration DTOs provide a structured data contract layer for managing AI-driven chatbot settings, qualifications, and messaging interactions. This subsystem enables the configuration of chatbot identities, business information, lead qualification criteria, and plugin integrations via a standardized API interface.
## System Flow
The system utilizes these DTOs to facilitate CRUD operations for chatbot configurations. The typical flow involves:
1. **Chatbot Initialization**: Using `CreateUpdateChatbotDTO` to define core attributes like name, company association, and business type.
2. **Qualification Setup**: Configuring specific business logic for lead generation, appointment booking, and call connection using dedicated DTOs (e.g., `CreateLeadQualificationDTO`, `CreateAppointmentBookingQualificationDTO`).
3. **Operational Settings**: Enabling or disabling…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13582 | Feature/5.1 intoWebAPI | ApexChat.Core/DTOs | 2025-02-11 |
| #13579 | Corestage int 5.1 | ApexChat.Core/DTOs | 2025-02-11 |
| #13578 | Production into 5.1 | ApexChat.Core/DTOs | 2025-02-11 |
| #13575 | Corestage into Beta | ApexChat.Core/DTOs | 2025-02-10 |
| #13574 | Beta into Production | ApexChat.Core/DTOs | 2025-02-10 |
AI Conversation Engine and Voice Integration
6 PRs## Overview
The AI Conversation Engine and Voice Integration capability provides a robust framework for managing conversational AI chatbots, voice-based interactions, and structured data handling for automated customer service. This system supports complex chatbot configurations, including multi-level case types, sub-questions, and must-ask question flows, while integrating with external voice services for telephony and call logging.
## System Flow
1. **Configuration**: Administrators define chatbot versions, case types, and question hierarchies (including sub-questions) via the API.
2. **Interaction**: The system processes incoming chat messages, identifying the chat type and tracking token usage per model.
3. **Voice Integration**: The system manages telephony interactions, including purchasing/releasing phone numbers, background sound management, and recording call transcripts with e…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14143 | Production into Feature | ApexChat.Core/DTOs | 2025-06-30 |
| #14130 | Updated ChatMessageBO | Lib/Internal | 2025-06-25 |
| #14126 | Task/AI-343 Return newly created case type sub-question(s) | ApexChat.Core/Managers | 2025-06-24 |
| #14121 | Task/AI-343 Return newly created sub-question(s) in post request | ApexChat.Core/Managers | 2025-06-23 |
| #14105 | update message model | Lib/Internal | 2025-06-13 |
| #14099 | Production into 5.6 | ApexChat.Core/DTOs | 2025-06-12 |
AI Conversation Engine Management Documentation
17 PRs## Overview
The AI Conversation Engine Management capability provides a structured framework for configuring and managing conversational chatbots. It supports multi-level categorization (Categories, Sub-Categories, and Case Types), versioning, and granular question management. The system now includes robust management for chatbot timezones, qualification criteria (Lead, Appointment, Call Connect), and expanded configuration DTOs for production-ready deployment.
## System Flow
1. **Configuration**: Users define chatbot versions, categories, and sub-categories via the management API.
2. **Case Type Definition**: Case types are linked to sub-categories, and specific questions are assigned to these case types.
3. **Chatbot Deployment**: Chatbots are created or updated by specifying a list of `BusinessSubType` objects, which contain mappings to specific `CaseTypes`.
4. **Timezone Management*…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13931 | Feature/5.4 into Stage | ApexChat.Core/Managers | 2025-05-09 |
| #13930 | Prod into Feature/5.4 | Lib/Internal | 2025-05-09 |
| #13919 | Prod-To-AI-RAG | Lib/Internal | 2025-05-06 |
| #13918 | AI-233 multiple sub categories | Lib/Internal | 2025-05-06 |
| #13906 | Task/production into 5.4 | ApexChat.Core/DTOs | 2025-04-30 |
| #13899 | WepAPI Beta | ApexChat.Core/DTOs | 2025-04-29 |
| #13898 | Production | ApexChat.Core/DTOs | 2025-04-29 |
| #13893 | Feature/ai bot.v2 | ApexChat.Core/DTOs | 2025-04-29 |
| #13892 | Feature/ai bot.v2 | ApexChat.Core/DTOs | 2025-04-28 |
| #13889 | Task/merge ai bot.v2 into ai rag | ApexChat.Core/DTOs | 2025-04-28 |
| #13766 | Task/ai 104 Integrate Case Types and Categories endpoints | Lib/Internal | 2025-03-13 |
| #13748 | WebAPI Stage | ApexChat.Core/Managers | 2025-03-10 |
| #13746 | Stage | ApexChat.Core/Managers | 2025-03-10 |
| #13745 | Feature | ApexChat.Core/Data | 2025-03-10 |
| #13742 | Beta | ApexChat.Core/Managers | 2025-03-10 |
| #13740 | Conversational ai To prod. | ApexChat.Core/Managers | 2025-03-10 |
| #13725 | Bug/ConversationalAI-TimezoneNotUpdating | ApexChat.Core/Managers | 2025-03-05 |
AI Conversation Management
9 PRs## Overview
The AI Conversation Management system handles automated responses and session tracking for chat and SMS interactions. It integrates AI-driven message generation with existing chat infrastructure, ensuring that bot sessions are persisted and that SMS-based interactions support quick-reply transformations.
## System Flow
1. **Session Initialization**: When a chat begins, the system checks for an existing `ChatBotSessionGuid`. If absent, it generates one and persists it to the database using an explicit update command.
2. **Message Processing**: Incoming messages are evaluated for AI response eligibility. The system bypasses the `IsForAIBot` flag check (as per recent architectural discussions) to trigger `SendMessageAsync`.
3. **Delivery & Transformation**: Messages are logged and published via WebSync. For SMS-enabled chats, the system triggers a `QuickReply` transformation, c…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13812 | production into staging | ApexChat.Core/Managers | 2025-03-28 |
| #13808 | Azure webapi beta | ApexChat.Core/Managers | 2025-03-27 |
| #13806 | Feature | ApexChat.Core/Managers | 2025-03-26 |
| #13805 | Azure webapi develop stage | ApexChat.Core/Managers | 2025-03-26 |
| #13802 | Beta | ApexChat.Core/Managers | 2025-03-24 |
| #13801 | chatLogModel | ApexChat.Core/Managers | 2025-03-21 |
| #13800 | Update ChatBotSessionGuid | ApexChat.Core/Managers | 2025-03-21 |
| #13799 | Feature | ApexChat.Core/Managers | 2025-03-21 |
| #13798 | Beta | ApexChat.Core/Managers | 2025-03-21 |
AI Conversation Must-Ask Questions Management
6 PRs## Overview
The AI Conversation Must-Ask Questions capability allows administrators to define and manage specific questions that a chatbot must ask during a conversation. This system supports the categorization of these questions to help organize and manage chatbot data collection workflows.
## System Flow
1. **Category Management**: Administrators define categories for questions via the `MustAskQuestionCategoryController`.
2. **Question Creation**: Questions are created and associated with a specific chatbot and, optionally, a category.
3. **Retrieval and Updates**: The system provides endpoints to list, retrieve, update, and delete both questions and their associated categories.
4. **API Integration**: The backend communicates with an internal AI microservice via the `MustAskQuestionsApi` and `MustAskQuestionCategoriesApi` clients.
## Constraints and Error Handling
- All operations a…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13259 | fix | ApexChat.Core/Managers | 2024-12-16 |
| #13258 | fix mustaskquestion create | ApexChat.Core/Managers | 2024-12-16 |
| #13257 | added CategoryId in must ask questions | ApexChat.Core/DTOs | 2024-12-16 |
| #13250 | Task/chat 16579 integrate must ask question category endpoints | ApexChat.Core/DTOs | 2024-12-12 |
| #13249 | must ask questions api clients | Lib/Internal | 2024-12-12 |
| #13247 | must ask question api working | Lib/Internal | 2024-12-12 |
AI Question Management: Sub-Question Hierarchy and Ordering
2 PRs## Overview
This capability introduces hierarchical organization and custom sorting for AI-driven conversation questions. It allows for the creation of sub-questions linked to parent questions within both Case Type and Must Ask question structures, and provides endpoints to manage the display order of these questions.
## User and System Flow
1. **Sub-Question Creation**: Users can define sub-questions by providing a `parentQuestionId` and a list of sub-question objects. The system persists these relationships in the database, associating them with the relevant `CaseTypeId` or `ChatBotId`/`CategoryId`.
2. **Ordering**: Users can update the sequence of questions by submitting a list of question IDs paired with their desired `sortOrder` values. The system processes these updates via dedicated PUT endpoints to reorder the collection.
3. **Data Persistence**: Database schema updates ensure t…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13916 | Task/AI-229 Add sub question functionality in legacy | ApexChat.Core/DTOs | 2025-05-05 |
| #13914 | updated clients | Lib/Internal | 2025-05-05 |
AI Voice Agent Integration
7 PRs## Overview
The AI Voice Agent Integration provides a robust API-driven subsystem for managing AI-powered voice agents, including configuration, voice selection, call logging, and telephony management. The system enables businesses to deploy voice agents with specific behaviors, such as appointment scheduling and call transfer logic, while providing administrative control over phone number provisioning.
## System Flow
1. **Agent Configuration**: Users define voice agents with specific parameters like `isCallConnectEnabled`, `callTransferLogic`, and `escalationPhoneNumber`.
2. **Voice Selection**: The system retrieves available voices (e.g., ElevenLabs, Deepgram, OpenAI, PlayHT) via paginated API endpoints.
3. **Telephony Management**: The system supports purchasing and releasing phone numbers associated with specific agents and companies.
4. **Operational Monitoring**: Call logs and tra…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13928 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/DTOs | 2025-05-09 |
| #13923 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/Managers | 2025-05-08 |
| #13909 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/DTOs | 2025-04-30 |
| #13897 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/DTOs | 2025-04-29 |
| #13888 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/Managers | 2025-04-25 |
| #13887 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/DTOs | 2025-04-25 |
| #13884 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.WebApi/Config | 2025-04-25 |
Application Insights Reporting and Telemetry Optimization
6 PRs## Overview
This capability manages the telemetry pipeline for Application Insights, focusing on noise reduction through custom request filtering and optimized data sampling strategies. The system utilizes a chain of telemetry processors to intercept, analyze, and selectively drop telemetry data before it is transmitted to the monitoring backend.
## Telemetry Filtering
The system implements custom `ITelemetryProcessor` implementations to filter out high-volume, low-value telemetry data:
- **IgnoreHangfireProcessor**: Automatically suppresses SQL dependency telemetry related to the Hangfire background job database, identified via the connection string.
- **IgnoreRequestProcessor**: Suppresses specific request patterns (e.g., `serverstatus`, `request.ashx`, `groupavailability`, `groups/assigned`) across Ajax dependencies and standard request telemetry.
- **SeverityFilterProcessor**: Ensur…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14874 | Merge `production` into `beta` | ApexChat.Monitoring/TelemetryProcessors | 2025-12-13 |
| #14873 | [AppInsights] Add request filtering to Application Insights | ApexChat.Monitoring/TelemetryProcessors | 2025-12-13 |
| #14819 | `production` into `core_app_staging` | ApexChat.Web | 2025-12-05 |
| #14818 | `production` into `coreapp_stage2` | ApexChat.Web | 2025-12-05 |
| #14817 | [AppInsights] Fine-tune Adaptive Sampling | ApexChat.Web | 2025-12-05 |
| #14814 | [AppInsights] Change AppInsights Sampling Policy | ApexChat.Web | 2025-12-05 |
Appointment Scheduling Nylas - V3 Migration and Provisioning Updates
2 PRs## Overview
The Appointment Scheduling capability integrates the Nylas Scheduling API into the ApexChat platform. It allows visitors to book, reschedule, and cancel appointments directly through an embedded web interface or a dedicated booking page. The system supports auto-filling visitor information (name, email, phone, address) from chat context and provides a mechanism for users to return to the chat interface after completing a booking.
## System Flow
1. **Initialization**: The system renders the `nylas-scheduling` web component within an iframe or modal.
2. **Data Injection**: Visitor details (name, email, phone, address) are passed via URL parameters and injected into the `nylas-scheduling` component's `bookingInfo` configuration.
3. **Booking**: The visitor selects a time slot. The system captures the booking reference and additional fields, then sends a POST request to the `Ape…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13379 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-07 |
| #13378 | Feature/4_9_6_1_Bug_CHAT-16667_Fix_For_Provisioning_Page | ApexChat.Core/Managers | 2025-01-07 |
Appointment Scheduling Nylas V3 Integration Updates
7 PRs## Overview
The Call Connect feature enables agents to initiate calls between visitors and business lines. The system manages phone number extraction from chat transcripts, validates visitor phone numbers, and applies business rules to determine call routing. The Appointment Scheduler now supports Nylas V3 integration, including dynamic field mapping, updated reminder logic, and enhanced database storage for Nylas configuration data.
## User Flow
1. **Extraction**: The system extracts potential phone numbers from the chat transcript.
2. **Verification**: Agents select a visitor phone number from a dropdown. If a selection is changed, a non-blocking warning prompts the agent to confirm the update.
3. **Formatting**: The system cleans phone numbers and applies international formatting, specifically handling country codes for Australia (AU) and New Zealand (NZ) by stripping leading zeros.…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15560 | Task/chat 17985 nylas push values | ApexChat.Web/scripts | 2026-08-18 |
| #15559 | set keys dynamically for white glove | ApexChat.Web/scripts | 2026-08-18 |
| #15558 | Task/CHAT-17985_Nylas_-_push_values | ApexChat.Web/Pages | 2026-08-17 |
| #13080 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Changes | ApexChat.Core/Data | 2024-10-29 |
| #13077 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Add_Edit_Reminder | ApexChat.Web/scripts | 2024-10-29 |
| #13075 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Misc_Changes | ApexChat.Core/Managers | 2024-10-25 |
| #13051 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Add | ApexChat.AppointmentScheduler | 2024-10-23 |
Billing and Payment Processing System Update
6 PRs## Overview
The billing payment processing system manages Stripe setup sessions, invoice retrieval, and payment method management for accounts and companies. It ensures payment information is correctly associated with customer records, supporting both direct account-based and company-based provisioning flows.
## System Flow
When a setup session is initiated, the system resolves the target account via `accountId` or `companyId`. It retrieves the most recent active credit card record. If no active card exists, the system facilitates the creation of a new Stripe session, reusing existing customer IDs to maintain continuity. The system also supports retrieving invoice history and default payment methods via the `BillingManager`.
## Constraints and Edge Cases
- **Deleted Records:** The system explicitly filters out `Deleted` credit card records when fetching the active payment method.
- **A…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14185 | Feature/billing section stage | ApexChat.Core/Managers | 2025-07-07 |
| #14184 | Task/CHAT-17300_Paid_invoices_are_removed_when_credit_card_is_re-added | ApexChat.Core/Managers | 2025-07-07 |
| #14154 | Feature/billing section in WebAPI-Staging | ApexChat.Core/Managers | 2025-07-01 |
| #14153 | Feature/billing section into CoreApp Staging | ApexChat.Core/Managers | 2025-07-01 |
| #14114 | fix card insertion with companyid | ApexChat.Core/ThirdParty | 2025-06-18 |
| #14108 | Task/billing update credit card by company | ApexChat.Core/Managers | 2025-06-16 |
Billing Credit Card Type Management
8 PRs## Overview
The system manages credit card type identification and integration with Stripe for billing operations. It maps external payment brand strings from Stripe to an internal `CreditCardType` enumeration, ensuring that payment methods are correctly categorized for invoices and account billing management.
## System Flow
1. **Identification**: When a payment method is retrieved from Stripe, the system receives a brand string (e.g., "visa", "diners club").
2. **Normalization**: The system converts the brand string to lowercase and passes it to the `CreditCardTypeParser`.
3. **Mapping**: The parser maps the string to a defined `CreditCardType` enum value. If the brand is unrecognized, it defaults to `CreditCardType.Unknown`.
4. **Storage/Display**: The mapped type is stored as an integer in the `CreditCard` object, which is used for displaying payment details on invoices and within th…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14200 | Feature/billing section stage | ApexChat.Core/Enums | 2025-07-08 |
| #14199 | fixed diners | ApexChat.Core/Enums | 2025-07-08 |
| #14198 | Feature/billing section stage | ApexChat.Core/Enums | 2025-07-08 |
| #14197 | Feature/billing section stage | ApexChat.Core/Enums | 2025-07-08 |
| #14195 | UIUX-3010 Add the icon for the missing payment networks | ApexChat.Core/Enums | 2025-07-08 |
| #14188 | Feature/billing section webapi stage | ApexChat.Core/Managers | 2025-07-07 |
| #14187 | Feature/billing section stage | ApexChat.Core/Enums | 2025-07-07 |
| #14186 | UIUX-3009 Credit card not displayed after being added if it’s not one… | ApexChat.Core/Enums | 2025-07-07 |
Billing Invoice Management
4 PRs## Overview
The Billing Invoice Management system handles the retrieval, processing, and status tracking of company invoices. It integrates with Stripe for payment verification and ensures that only invoices synchronized with QuickBooks are displayed to users.
## Invoice Processing Flow
When retrieving invoices for a company, the system performs the following operations:
1. **Filtering**: Invoices are filtered to include only those marked as sent to QuickBooks (`IsSentToQuickBooks`) and created within the last year.
2. **Stripe Integration**: For invoices with a valid `PaymentID`, the system fetches payment details from Stripe.
3. **Data Enrichment**: The system updates the invoice object with the payment status (`IsPaid`), the last four digits of the credit card used, and the card brand.
4. **Currency Conversion**: The total cost is normalized from cents to the base currency unit.
##…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14169 | Feature/billing section into Stages | ApexChat.Core/Managers | 2025-07-03 |
| #14168 | Feature/billing section | ApexChat.Core/Managers | 2025-07-03 |
| #14166 | fix IsPaid | ApexChat.Core/Models | 2025-07-02 |
| #14165 | Task/UI ux 2994 transaction history status and download invoice | ApexChat.Core/Managers | 2025-07-02 |
Billing Manager Logic and Invoice Processing
7 PRs## Overview
The Billing Manager subsystem handles invoice retrieval, payment method management, and authorization for billing-related operations. It integrates with Stripe to process payment details and filters invoice data based on synchronization status with accounting software.
## Core Functionality
- **Authorization**: Access to billing resources is restricted to users with the `BillingViewer`, `SuperAdministrator`, or `BillingManager` roles. The system enforces these checks consistently across invoice retrieval and payment method operations.
- **Invoice Filtering**: The system retrieves invoices that are not marked as deleted and have been successfully synchronized with QuickBooks (`IsSentToQuickBooks` is true). It limits results to invoices from the past year.
- **Payment Processing**: When retrieving payment methods, the system extracts customer and payment method IDs from stored…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14182 | Feature/billing section stages | ApexChat.Core/Managers | 2025-07-07 |
| #14181 | Task/UIUX-3007__permission_error_for_billing_manager_role_ | ApexChat.Core/Managers | 2025-07-07 |
| #14172 | Feature/billing section into stage | ApexChat.Core/Managers | 2025-07-03 |
| #14171 | USE decimal 100 for dvision | ApexChat.Core/Managers | 2025-07-03 |
| #14170 | Task/UI ux 2994 transaction history status and download invoice | ApexChat.Core/Managers | 2025-07-03 |
| #14164 | Feature/billing section into stage | ApexChat.Core/Managers | 2025-07-02 |
| #14163 | Task/UI ux 2994 transaction history status and download invoice | ApexChat.Core/Managers | 2025-07-02 |
Chat Agent Dashboard Lead Management Update
1 PR## Overview
This update improves the reliability and data integrity of the Lead Management system within the Chat Agent Dashboard. Key enhancements include improved persistence of manually entered contact information, refined logic for populating lead forms from chat transcripts, updated security handling for encrypted contact data, and corrected status synchronization for queued calls.
## Lead Form Data Handling
- **Persistence:** Manually entered phone numbers and email addresses now persist correctly when a chat is reopened, preventing data loss during the lead submission workflow.
- **Transcript Extraction:** The system now intelligently parses chat transcripts to extract contact information. When populating the lead form, the system prioritizes the most recent contact details found in the transcript.
- **Decryption and Display:** For non-administrator users, the system automaticall…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15289 | Bug/CHAT-17873_Call_Status_Not_Updating_to__Queued_ | ApexChat.Web/scripts | 2026-04-01 |
Chat Agent Dashboard UI Documentation Update
20 PRs## Overview
The Chat Agent Dashboard UI has been updated to improve contact information extraction, lead management, authentication security, system performance, and company key generation logic. These changes refine how phone numbers and emails are parsed, optimize lead submission, enhance SSO state management, reduce telemetry overhead, and improve the robustness of company key generation and visitor interaction rendering.
## Key Capabilities
- **Role-Based Contact Extraction**: Uses role-specific regex patterns to extract phone numbers from chat transcripts.
- **SSO State Management**: A `sso_state` cookie mechanism manages up to 5 concurrent SSO states for improved security.
- **Lead Form Optimization**: Intelligently defaults to the most recently identified contact information with UI masking during processing.
- **CRM Integration**: Detects existing CRM sessions to allow direct re…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15273 | Beta into webapi beta | ApexChat.Web/scripts | 2026-03-30 |
| #15247 | Beta into stage | ApexChat.Web/scripts | 2026-03-24 |
| #15245 | 5.14 Beta into Production | ApexChat.Web/scripts | 2026-03-24 |
| #15237 | Core app staging into webapi | ApexChat.Web/Pages | 2026-03-19 |
| #15236 | Beta into webapi | ApexChat.Web/Pages | 2026-03-19 |
| #15235 | Beta into staging | ApexChat.Web/scripts | 2026-03-19 |
| #15234 | Core app staging into beta | ApexChat.Web/scripts | 2026-03-19 |
| #15232 | 5.14 Beta into Production | ApexChat.Web/Pages | 2026-03-18 |
| #15231 | Core app staging into Beta | ApexChat.Web/Pages | 2026-03-18 |
| #15224 | Core app staging into beta | ApexChat.Web/Pages | 2026-03-17 |
| #15217 | Core app staging into beta | ApexChat.Web/scripts | 2026-03-13 |
| #15207 | Beta into webapi | ApexChat.Web/scripts | 2026-03-10 |
| #15206 | Core app staging into beta | ApexChat.Web/scripts | 2026-03-10 |
| #15202 | Beta intp web a pi | ApexChat.Web/config | 2026-03-09 |
| #15201 | Core app staging into api | ApexChat.Web/config | 2026-03-09 |
| #15200 | Core app staging into beta | ApexChat.Web/config | 2026-03-09 |
| #15189 | Feature/5.14 into stages | ApexChat.Web/scripts | 2026-03-05 |
| #14798 | Task/chat 16617 refactoring | ApexChat.Web/css | 2025-12-04 |
| #14791 | AppInsights Optimization | ApexChat.Core/Managers | 2025-12-02 |
| #14247 | Feature/5.6 stage | ApexChat.Core/Managers | 2025-07-18 |
Chat Agent Dashboard UI Enhancements
2 PRs## Overview
This update introduces enhancements to the Chat Agent Dashboard, focusing on AI-driven response handling and conditional UI controls for chat management.
## AI Response Integration
The system now supports the identification and rendering of AI-generated bot replies within the agent dashboard. When an AI response is generated, the system flags the message as an `isAIBotReply`. This flag is propagated from the `ConversationMessageManager` through the data layer to the frontend, ensuring that agent scripts and options associated with AI-generated content are correctly parsed and displayed in the chat interface.
## Conditional UI Controls
The dashboard now includes logic to hide the 'Transfer Chat' option based on the `isOperatorEnabled` configuration flag. If this flag is enabled for a company, the 'Transfer Chat' button is suppressed in the agent dashboard UI, preventing agen…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13335 | show options in agent dashboard | ApexChat.Core/Managers | 2025-01-01 |
| #13282 | CoreStage_Bug_CHAT-16606_Hide_Transfer_Chat_Option_when_OperatorEnabled_Flag_Checked | ApexChat.Web/scripts | 2024-12-20 |
Chat Agent Dashboard UI Enhancements
5 PRs## Overview
This update introduces improvements to the Chat Agent Dashboard, focusing on file handling, voice recording configuration, and campaign management logic.
## Key Functionalities
- **File Handling:** The dashboard now explicitly disables file downloads for unavailable files, displaying a "File not available" error message directly within the file wrapper. UI elements for these files are resized to a fixed 20x20px dimension.
- **Voice Recording Configuration:** The system now enforces the selection of at least one default recording for business use in the Company Form. Filenames for voice recordings are automatically sanitized by replacing spaces with underscores to ensure file system compatibility.
- **Campaign Logic:** Integration logic now checks for `ScriptBotEnabled` status when determining if a campaign qualifies as a "Total Live Chat" campaign, preventing incorrect agent…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15057 | Feature/5.12 into stages | ApexChat.Web/scripts | 2026-01-20 |
| #15027 | Prod into 4.12 | ApexChat.Web/scripts | 2026-01-08 |
| #15023 | 5.11 Beta into Production | ApexChat.Core/Managers | 2026-01-07 |
| #15018 | Core app staging into beta | ApexChat.Web/scripts | 2026-01-06 |
| #15006 | Feature/5.11 to stages | ApexChat.Web/config | 2026-01-05 |
Chat Agent Script Management: Mandatory Validation and Word Import Support
6 PRs## Overview
The Chat Agent Script Management system has been updated to support mandatory field validation for visitor responses and the ability to import agent scripts via Microsoft Word (.doc, .docx) files. Mandatory field validation ensures specific questions within an agent script can be marked as required, preventing the progression of a chat session until the visitor provides the necessary input. The import functionality allows administrators to bulk-upload script structures directly from Word documents.
## System Flow
1. **Configuration**: Administrators define an `AgentScriptAnswer` and set the `IsRequired` property to `true`.
2. **Persistence**: The `IsRequired` status is persisted in the database via the `AgentScriptAnswerController`.
3. **Execution**: During a chat session, the system logs the visitor's response in the `ChatLog` and `PreChatMessageLog` tables, including the `…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15181 | Task/crmf merge prod | ApexChat.Core/Managers | 2026-03-03 |
| #15179 | Feature/ CRMF | ApexChat.Core/Managers | 2026-03-03 |
| #15153 | Core app staging into 3.6 | ApexChat.Web/config | 2026-02-19 |
| #15152 | prod into 5.14 | ApexChat.Core/Managers | 2026-02-19 |
| #15128 | 5.13 Beta into Production | ApexChat.Web/config | 2026-02-12 |
| #15058 | Feature/5.12 into stages | ApexChat.Core/ThirdParty | 2026-01-21 |
Chat AI Case Type Configuration
7 PRs## Overview
The Chat AI Case Type Configuration system manages the hierarchical structure of AI-driven conversational categories, sub-categories, and associated case types. It enables the definition of specific questions that must be asked during a conversation, categorized by response types.
## System Flow
1. **Category/Sub-Category Management**: Users retrieve categories and sub-categories to organize conversational flows.
2. **Case Type Definition**: Case types are associated with sub-categories. The system supports fetching case types by a single sub-category ID or by a list of multiple sub-category IDs.
3. **Question Configuration**: Users define 'Must Ask' questions for chatbots, which are linked to specific categories and assigned a `ResponseTypeId` (e.g., Multiple Choice, Yes/No, Calendar).
4. **Response Type Retrieval**: The system provides an endpoint to list available questio…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13804 | add question in CaeTypeBo | Lib/Internal | 2025-03-24 |
| #13795 | Task/AI-105 remove foreign keys | ApexChat.Database | 2025-03-20 |
| #13774 | add SubCategory in CaseTypeBO | Lib/Internal | 2025-03-17 |
| #13772 | Task/AI-124 Add response type in must ask question endpoints | ApexChat.Core/Managers | 2025-03-17 |
| #13771 | Task/ai 104 integrate casetype and category endpoints | Lib/Internal | 2025-03-14 |
| #13769 | Task/ai 114 one or multiple sub categories selection | ApexChat.Core/Managers | 2025-03-13 |
| #13768 | Lookup Case Types by Multiple SubCategoryIds clients | Lib/Internal | 2025-03-13 |
Chat AI Chatbot Versioning
4 PRs## Overview
The Chat AI Chatbot Versioning capability introduces a structured system for managing and tracking chatbot configurations through distinct versions. This system allows for the creation, retrieval, updating, and deletion of chatbot versions, which are then associated with specific chatbot configurations.
## System Flow
1. **Version Definition**: Users define a version (using a numeric version number and description) via the `api/v1/versions` endpoint.
2. **Configuration Association**: When creating or updating a chatbot, the `VersionId` is passed as part of the configuration request, linking the chatbot instance to a specific version.
3. **Data Persistence**: The system maintains an `AI.ChatbotVersions` table in the database to track version metadata, while the `AI.ChatbotConfigurations` table is updated to include a `VersionId` foreign key.
## Constraints and Error Handling…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13791 | Task/ai bot.v2 ai 128 client generated | Lib/Internal | 2025-03-19 |
| #13775 | Task/AI-126 update db script | ApexChat.Core/DTOs | 2025-03-18 |
| #13777 | version in chatbotConfigurationBO | Lib/Internal | 2025-03-17 |
| #13776 | ChatbotVersion | Lib/Internal | 2025-03-17 |
Chat AI Conversation Engine Documentation Update
20 PRs## Overview
The Chat AI Conversation Engine has been updated to support advanced session management, cross-language chat transfers, real-time simulation, hierarchical question handling, and enhanced security permissions. The system now enforces strict role-based access for AI configuration and has deprecated the legacy Phone OTP dialog flow. Recent updates improve AI response logic, specifically preventing AI interference during live agent transfers and normalizing virtual assistant activation logic.
## Core Capabilities
- **AI-Driven Language Transfer**: Supports `ChatbotTransferToLanguage` to programmatically update chat language metadata and notify participants via WebSync.
- **Simulated Chat Environment**: Utilizes `SimulateChat` controller and `SimulateChatStore` (Redis-backed) to inject messages for testing.
- **Hierarchical Question Management**: The `MustAskQuestionManager` and…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14503 | Azure webapi staging into beta | ApexChat.WebApi/Config | 2025-09-26 |
| #14480 | Azure webapi staging into beta | ApexChat.Core/Managers | 2025-09-24 |
| #14479 | Beta into webapi-beta | ApexChat.Core/Managers | 2025-09-24 |
| #14478 | Core app staging into beta for AI | ApexChat.Core/Managers | 2025-09-24 |
| #14301 | Beta into webapi beta | ApexChat.Core/DTOs | 2025-07-24 |
| #14300 | Azure webapi staging into Beta | ApexChat.Core/DTOs | 2025-07-24 |
| #14299 | Core app staging into Beta | ApexChat.Core/DTOs | 2025-07-24 |
| #14298 | Core app staging | ApexChat.Core/DTOs | 2025-07-24 |
| #14297 | stages | ApexChat.Core/DTOs | 2025-07-24 |
| #14296 | Bug/AI-369 Sub-question converts into main question | ApexChat.Core/DTOs | 2025-07-24 |
| #14295 | Beta into webapi | ApexChat.Core/Managers | 2025-07-24 |
| #14291 | Prod into Beta | ApexChat.Core/Managers | 2025-07-24 |
| #14284 | Task/AI-362_disable_options | ApexChat.Core/Managers | 2025-07-23 |
| #14183 | Task/CHAT-17245_AI_Chatbot_&_Voice_-_Permissions | ApexChat.Core/Managers | 2025-07-07 |
| #14177 | Ai rag 1.1 | Lib/Internal | 2025-07-04 |
| #14067 | Beta into staging | ApexChat.Core/Managers | 2025-06-02 |
| #14065 | AI-264 AI interferes in transferred to a Live Agent chat | ApexChat.Core/Managers | 2025-06-02 |
| #14062 | Task/ai 313 suggestive ai bot regardless the value of enable auto send virtual | ApexChat.Core/Managers | 2025-05-30 |
| #14060 | Beta into Production | ApexChat.Core/Managers | 2025-05-30 |
| #14059 | AI-313 regardless the value of Enable Auto Send Virtual | ApexChat.Core/Managers | 2025-05-30 |
Chat AI File Upload Infrastructure Update
7 PRs## Overview
The Chat AI File Upload infrastructure provides a backend system for managing files associated with AI chatbots. This system enables the storage, retrieval, and deletion of files linked to specific chatbot instances, facilitating document-based AI interactions.
## System Flow
1. **File Upload**: Users upload a file via the `UploadFileController` (or `ChatBotFileController` for legacy flows). The system enforces a 2MB file size limit for new uploads via `UploadFileController`, while existing infrastructure supports up to 25MB.
2. **Chatbot Provisioning**: If a `chatbotId` is not provided, the system automatically creates a new chatbot instance using `AIChatBotManager` before processing the file.
3. **Storage**: Files are tracked in the `[AI].[FileUploads]` database table, which stores metadata including the `ChatBotId`, file path, extension, and size.
4. **Retrieval**: The sy…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13901 | Task/AI-205 refactor Get chatbot files endpoint | ApexChat.Core/Managers | 2025-04-29 |
| #13900 | file upload get api change | Lib/Internal | 2025-04-29 |
| #13895 | Task/AI-205 update chatbot file endpoints | ApexChat.Core/Managers | 2025-04-28 |
| #13890 | file upload endpoints | Lib/Internal | 2025-04-28 |
| #13871 | maxAllowedContentLength set to 25mb | ApexChat.WebApi | 2025-04-22 |
| #13855 | increase the size of the upload | ApexChat.WebApi/Controllers | 2025-04-21 |
| #13237 | Task/ConversationalAI - Created a file upload endpoint | ApexChat.Core/Managers | 2024-12-11 |
Chat AI Infrastructure and Client Library Management
3 PRs## Overview
The Chat AI infrastructure manages the lifecycle and testing of AI-driven chatbot services. This includes the maintenance of client libraries used for interacting with the ApexChat AI API, facilitating CRUD operations for chatbots, Q&A pairs, and improved chat responses.
## System Flow
The system utilizes SpecFlow-based integration tests to validate API interactions. The standard flow for testing chatbot operations involves:
1. **Authentication**: The user logs into the API to receive an authorization token.
2. **Initialization**: The system performs a health check on the target base URL.
3. **Chatbot Management**: The system creates, retrieves, and verifies the existence of chatbots.
4. **Q&A and Response Tuning**: The system manages question-answer pairs and allows for the retrieval and editing of improved chat responses.
## Constraints and Error Handling
- The system rel…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13041 | Deleted apiclient | Lib/Internal | 2024-10-22 |
| #13039 | Revert "Revert "TASK/CHAT-16402_Remove_RestSharp_from_AI_ClientLibrary"" | Lib/Internal | 2024-10-22 |
| #13038 | Revert "TASK/CHAT-16402_Remove_RestSharp_from_AI_ClientLibrary" | Lib/Internal | 2024-10-22 |
Chat AI RAG Infrastructure Update
7 PRs## Overview
The Chat AI RAG (Retrieval-Augmented Generation) infrastructure provides a backend framework for managing chatbot knowledge bases, including file uploads, website URL indexing, and structured Q&A management. The system supports the creation, retrieval, and management of chatbot-specific content to facilitate AI-driven customer interactions.
## System Flow
1. **Configuration**: Chatbots are associated with companies, and their settings are managed via the `AIChatBotManager`.
2. **Content Management**: Users can upload files, define website URLs, and create custom Q&A pairs. The system now utilizes GUID-based identifiers for deletion and management operations.
3. **Indexing**: The system provides explicit indexing endpoints for files, questions, and websites, allowing for triggered background processing of knowledge assets.
4. **Execution**: The infrastructure communicates wit…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14093 | Production | ApexChat.Core/Managers | 2025-06-11 |
| #14092 | Azure webapi staging into WebAPI-Beta RAG Release | ApexChat.Core/Managers | 2025-06-11 |
| #14044 | Azure webapi beta into Production | ApexChat.Core/Managers | 2025-06-11 |
| #14073 | Task/ai rag merge staging | ApexChat.Core/Managers | 2025-06-04 |
| #14055 | AI-RAG remove index endpoints | ApexChat.Core/Managers | 2025-05-29 |
| #14025 | removed isVectorized field | Lib/Internal | 2025-05-26 |
| #13986 | AI-RAG modify chatbot file endpoints | ApexChat.Core/Managers | 2025-05-22 |
Chat AI Simulation Engine
5 PRs## Overview
The Chat AI Simulation Engine provides a framework for testing and validating chatbot behavior by simulating conversations based on specific scenarios. It allows developers and administrators to trigger AI-driven chat sessions via API or SignalR, enabling automated testing of bot responses.
## Core Functionality
- **Scenario-Based Simulation**: Users can initiate a simulation by providing a specific scenario string, which is passed to the backend to drive the AI conversation flow.
- **SignalR Integration**: The system uses a `ChatHub` to maintain active simulation sessions. Connection IDs are mapped to session GUIDs, allowing real-time delivery of simulated messages to the client.
- **Session Lifecycle Management**: The engine supports creating sessions, retrieving history, and automatically cleaning up session connections when a chat ends (detected via system messages conta…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14471 | Feature/simulate chat into WebAPI | ApexChat.Core/Managers | 2025-09-19 |
| #14470 | Stage | ApexChat.Core/Managers | 2025-09-19 |
| #14468 | remove session id onchat end | ApexChat.WebApi/Controllers | 2025-09-19 |
| #14465 | Ai 440 added logs | ApexChat.Core/Managers | 2025-09-18 |
| #14405 | Task/AI-416_SImulate_Chat_according_to_given_scenario | ApexChat.Core/Managers | 2025-09-01 |
Chat AI URL Extraction Update
9 PRs## Overview
The Chat AI URL Extraction capability allows the system to process and extract content from provided URLs. While the system primarily utilizes a SignalR hub (`ExtractUrlHub`) for asynchronous, real-time extraction, a REST API (`ExtractUrlsController`) has been reintroduced to support specific multi-page crawling workflows and integration with chatbot creation DTOs.
## System Flow
1. **Asynchronous Flow (SignalR)**: The client calls `ExtractUrl(url)` on the `ExtractUrlHub`. The system generates a `requestId`, notifies the client, and processes the extraction via `ExtractUrlsManager`, broadcasting updates via Redis pub/sub channels (`{requestId}` and `{requestId}/completed`).
2. **Synchronous Flow (REST API)**: The client calls the `GET /api/v1/extract-urls` endpoint. This triggers the `ExtractUrlsManager` to perform a direct extraction, returning an `ExtractUrlListDTO` contai…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14977 | Bug/AI-530_Backend_does_not_return_an_error_for_invalid_URL | ApexChat.WebApi/SignalRHub | 2025-12-29 |
| #14918 | Task/ai 521 save user select urls for chatbot creation in database | ApexChat.Database/ApexChat | 2025-12-19 |
| #14882 | Ai q4 3.5 | Lib/Internal | 2025-12-15 |
| #14803 | SignalR frontend Test page | ApexChat.WebApi/Pages | 2025-12-04 |
| #14802 | delete ExtractUrlsController | ApexChat.WebApi | 2025-12-04 |
| #14801 | Task/ai 507 signal r to extract ur ls | ApexChat.Core/Managers | 2025-12-04 |
| #14800 | Task/ai 507 signal r to extract ur ls | ApexChat.Core/Managers | 2025-12-04 |
| #14672 | Story/ai 483 allow website crawling of multiple pages dto | ApexChat.Core/DTOs | 2025-11-07 |
| #14668 | Story/ai 483 allow website crawling of multiple pages | Lib/Internal | 2025-11-07 |
Chat and SMS Integration Core Update
15 PRs## Overview
This update enhances the core chat and SMS integration subsystem, focusing on robust SMS delivery tracking, improved error handling for telephony providers, and expanded CRM synchronization capabilities. The system now includes a dedicated `CrmSmsResponse` tracking mechanism to monitor message status and lifecycle.
## System Flow
When an SMS is sent, the system now persists the message state in the `CrmSmsResponse` table. Asynchronous status updates from the telephony provider (e.g., Twilio) are processed via `SmsConversationService`, which maps provider-specific error codes to internal `SmsStatus` enums. This allows for granular tracking of delivery failures, including unverified numbers and invalid formatting.
## Key Capabilities
- **SMS Delivery Tracking**: Introduced `CrmSmsResponse` to track message lifecycle from dispatch to final delivery status.
- **Enhanced Error H…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15393 | Beta into prod | ApexChat.Core/ThirdParty | 2026-05-06 |
| #15390 | Core app staging into beta | ApexChat.Core/ThirdParty | 2026-05-06 |
| #15386 | execute endchat action | ApexChat.Core/Providers | 2026-05-05 |
| #15382 | Beta into webapi | ApexChat.Core/DTOs | 2026-05-05 |
| #15378 | Beta | ApexChat.Core/Managers | 2026-05-04 |
| #15376 | Merge beta to prod | ApexChat.Core/Managers | 2026-05-04 |
| #13197 | Corestage into WebAPI Staging | ApexChat.Core/Data | 2024-12-03 |
| #13191 | Production | ApexChat.Core/CrmFlows | 2024-11-29 |
| #13190 | Beta | ApexChat.Core/CrmFlows | 2024-11-29 |
| #13189 | Stage | ApexChat.Core/CrmFlows | 2024-11-28 |
| #13188 | adding further status and logging | ApexChat.Core/CrmFlows | 2024-11-28 |
| #13165 | Production | ApexChat.Web | 2024-11-21 |
| #13156 | Stage | ApexChat.Web | 2024-11-19 |
| #13155 | Bug/CRMF-2048-SMS-messages-are-not-getting-delivered-to-the-visitor | ApexChat.Web | 2024-11-19 |
| #13152 | Bug/CRMF-2048-SMS-messages-are-not-getting-delivered-to-the-visitor | ApexChat.Web | 2024-11-19 |
Chat Bot Script Flow Documentation Update
5 PRs## Overview
The Chat Bot Script Flow capability allows administrators to define and manage automated conversation flows via a visual diagram interface. The system synchronizes these visual flows with the backend database, ensuring that script updates, question structures, and initial greeting messages are correctly persisted. The system supports advanced features including document-based script imports, duplicate node creation, 'Select All' host selection, enhanced URL/hyperlink handling, and AI-driven workflow type categorization.
## System Flow
1. **Flow Definition**: Administrators configure nodes and edges in the Script Flow Diagram. Capabilities include duplicating existing nodes (with automatic action cleanup) and importing script structures from Word documents.
2. **Data Synchronization**: The system parses JSON flow data. For imports, it processes Word documents to extract text…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15648 | timezone column added to companychatbot | ApexChat.Core/Data | 2026-09-23 |
| #15416 | AI-3.7 Azure webapi beta into Production | Lib/Internal | 2026-05-13 |
| #15415 | AI-3.7 Beta into production | Lib/Internal | 2026-05-13 |
| #15413 | Feature/ai 3.7 into webapi beta | Lib/Internal | 2026-05-13 |
| #15411 | Feature/ai 3.7 into beta | Lib/Internal | 2026-05-13 |
Chat Bot Script Flow Management
9 PRs## Overview
The Chat Bot Script Flow system manages the progression of questions and answers within automated agent scripts. This update ensures that the association between an answer and the subsequent question is correctly processed during the creation or update of script answers.
## Functionality
The system now correctly handles the `nextQuestionId` field by accepting it as a string from the API layer and parsing it into an integer before persisting it to the database. This change prevents issues where new questions were failing to link correctly due to type mismatches or improper handling of the ID field.
## Data Flow
1. The system receives an `AgentScriptAnswer` object containing a `nextQuestionId` as a string.
2. The `AgentScriptManager` parses this string into an integer (`nextQuestionId`).
3. The system checks if the current question type supports options (e.g., multiple choice…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14836 | Production into CoreStaging | ApexChat.Web/scripts | 2025-12-10 |
| #14666 | Chat bot work flow | Lib/Internal | 2025-11-06 |
| #14659 | Task/AI-451_Session_Expired_message_appears_ | ApexChat.Database | 2025-11-05 |
| #14495 | Bug/Invalid-Agent-Name | ApexChat.Core/Data | 2025-09-25 |
| #14477 | [Hangfire] Changes to the hangfire queues | ApexChat.Core/Managers | 2025-09-23 |
| #13873 | WebAPI-Staging into WebAPI-Beta Tag: 4.4.16 Patch | ApexChat.Core/Managers | 2025-04-23 |
| #13828 | Stage | ApexChat.Core/Managers | 2025-04-10 |
| #13826 | Bug/UIUX-2920 Generative AI Script Flow is getting Wiped Off After Sa… | ApexChat.Core/Managers | 2025-04-10 |
| #13450 | scripbot flow new question not getting created | ApexChat.Core/Managers | 2025-01-17 |
Chat Bot Script Flow Management
5 PRs## Overview
The Chat Bot Script Flow Management system enables the configuration and persistence of multi-language bot conversation flows. It allows administrators to define bot logic via JSON structures, associate these flows with specific ISO language codes, and manage the underlying agent script questions required to power these interactions.
## System Flow
1. **Configuration**: The system accepts a `ScripBotFlowJson` object containing the flow definition and the target `IsoLanguageCode`.
2. **Validation & Persistence**: The `ScriptBotFlowManager` validates the request, retrieves or creates the corresponding `AgentScriptQuestion` for the specified language, and deserializes the provided JSON into a flow model.
3. **Update**: The system updates the `ScriptBotFlow` data store, ensuring that deleted flows are excluded from the operation.
## Constraints and Error Handling
- **Language S…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13905 | Feature/ai bot.v2 | ApexChat.Web/scripts | 2025-04-30 |
| #13904 | AI-133 & merge AIBot.V2 in Feature/AI-RAG | ApexChat.Core/Managers | 2025-04-30 |
| #13886 | Production | ApexChat.Core/Managers | 2025-04-25 |
| #13885 | WebAPI-Beta into Production Tag: 4.4.16 | ApexChat.Core/Managers | 2025-04-25 |
| #13882 | Beta | ApexChat.Core/Managers | 2025-04-25 |
Chat Client-Side Telemetry and Error Handling
1 PR## Overview
This capability focuses on improving the stability and observability of the ApexChat client-side and server-side interactions. It introduces defensive programming patterns to prevent null reference exceptions and enhances server-side error reporting for user management operations.
## System Flow
1. **User Retrieval**: When the system attempts to retrieve a user, it now wraps the database query in a try-catch block. If a 'permission denied' error occurs, the system intercepts the exception and appends the `username` and `companyId` to the error message to facilitate debugging.
2. **Client-Side Message Processing**: The `displayChatRoomMessages` function now validates the existence of the `messages` array before attempting to iterate through it, preventing runtime errors if the data payload is null or undefined.
3. **UI Component Updates**: The search functionality in `applica…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14919 | [AppInsights] Fix null reference exceptions on client side | ApexChat.Web/scripts | 2025-12-19 |
Chat Core Engine Batch 20: Agent Load Management and Nylas Integration
80 PRs## Overview
This update to the Chat Core Engine focuses on refining agent active chat calculations, improving the reliability of Nylas scheduling page provisioning, and updating Firebase messaging protocols.
## Agent Load Management
The system logic for calculating an agent's active chat count has been updated. Previously, the system included both 'AwaitingPickup' and 'Active' statuses when determining an agent's load. The logic now exclusively counts chats with an 'Active' status, ensuring that pending or unassigned chats do not inflate the agent's active load metrics.
## Nylas Scheduling Provisioning
To improve integration reliability with Nylas, a retry policy has been implemented for scheduling page creation.
- **Flow**: When a scheduling page is created, the system introduces a 7-second initial delay to account for authentication latency.
- **Retry Logic**: The system uses a Pol…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15640 | Beta into Production | ApexChat.Core/ThirdParty | 2026-09-15 |
| #15639 | Task/AIServiceAuth | ApexChat.Web/config | 2026-09-15 |
| #15629 | Task/CRMF-3956 Block email clicked and email opened push notifications | ApexChat.Core/Managers | 2026-09-14 |
| #15622 | Prod into beta | ApexChat.Core/Managers | 2026-09-07 |
| #15599 | Bug/CRMF-3956 Block email clicked and email opened push notifications | ApexChat.Core/Managers | 2026-09-02 |
| #15613 | Block mobile push notifications for email opened/clicked events | ApexChat.Core/Managers | 2026-09-01 |
| #15570 | Feature/crmf into beta for PLG | — | 2026-08-20 |
| #15498 | prod -> beta | ApexChat.Web/config | 2026-07-15 |
| #15482 | Bug/AI-652-WebtoSMSfix | ApexChat.Core/Managers | 2026-07-03 |
| #15481 | Merge `production` into `beta` | ApexChat.Core/Managers | 2026-07-03 |
| #15480 | Usage outbox | ApexChat.Core/Managers | 2026-07-03 |
| #15477 | Merge `UsageOutbox` into `staging3` | ApexChat.Core/Managers | 2026-07-02 |
| #15472 | Task/crmf merge into prod | ApexChat.Core/Managers | 2026-06-29 |
| #15471 | Prod into Feature9 | ApexChat.Core/Managers | 2026-06-29 |
| #15467 | Core app staging into Beta | ApexChat.Core/Managers | 2026-06-23 |
| #15466 | Prod into stages | ApexChat.Database | 2026-06-23 |
| #15462 | Feature/ai 3.7 | ApexChat.Core/Managers | 2026-06-17 |
| #15461 | isRequiredByAI true | ApexChat.Core/Managers | 2026-06-17 |
| #15460 | disable input for AI chatbot | ApexChat.Core/Managers | 2026-06-17 |
| #15458 | Feature/ai 3.7 | ApexChat.Core/Managers | 2026-06-17 |
| #15457 | Task/3.7-AI-738_Disable_Input_Box_for_static_workflow | ApexChat.Core/Managers | 2026-06-16 |
| #15456 | 3.7 into prod | ApexChat.Core/Managers | 2026-06-16 |
| #15448 | Prod | ApexChat.Core/Managers | 2026-06-09 |
| #15442 | 3.7intoBeta | ApexChat.Core/Managers | 2026-06-06 |
| #15440 | TASK/AI-730-SkipNodesLegacy | ApexChat.Core/Managers | 2026-06-06 |
| #15438 | TASK/AI-729-MessageTypesLegacy | ApexChat.Core/Managers | 2026-06-06 |
| #15429 | Resolve_Sql_injection_issues | ApexChat.Core/Managers | 2026-06-02 |
| #15414 | Beta into webapi beta | Lib/Internal | 2026-05-13 |
| #15009 | Task/chat 17698 auto launch chat restart overlay appears on widget | ApexChat.Core/Managers | 2026-01-05 |
| #14777 | Beta | ApexChat.Core/Managers | 2025-11-28 |
| #14466 | update csproj file | ApexChat.WebApi | 2025-09-18 |
| #14463 | Task/UIUX-3087-Build-fix | ApexChat.WebApi | 2025-09-17 |
| #14428 | Core app staging into beta | ApexChat.Web/scripts | 2025-09-05 |
| #14410 | add scenario in signalr html | ApexChat.WebApi/Pages | 2025-09-02 |
| #14409 | make scenario nullable | ApexChat.WebApi/SignalRHub | 2025-09-01 |
| #14312 | Production Lead Sending Issue | ApexChat.Core/Data | 2025-07-29 |
| #14283 | Core app staging into beta | ApexChat.Core/Managers | 2025-07-23 |
| #14271 | Core app staging into beta | ApexChat.Core/Managers | 2025-07-22 |
| #14270 | Feature/5.6 inot stage | ApexChat.Core/Managers | 2025-07-22 |
| #14024 | stop bot message publish if AI not enabled | ApexChat.Core/Managers | 2025-05-23 |
| #14023 | stop bot message publish if AI not enabled | ApexChat.Core/Managers | 2025-05-23 |
| #13966 | Task/UIUX-000-PRMerge-Test-into-Staging-3.1 | ApexChat.Core/Managers | 2025-05-19 |
| #13953 | AI-256 Verification overlay does not appear when the user chooses to … | ApexChat.Core/Managers | 2025-05-14 |
| #13951 | Feature/5.4 stages | ApexChat.Web/scripts | 2025-05-14 |
| #13935 | Task/AI-108 - Resume WebToSMS Chat with new session after expiration | ApexChat.Core/Managers | 2025-05-14 |
| #13946 | AI-254 System Skips OTP Verification When Visitor Response Includes B… | ApexChat.Core/Providers | 2025-05-13 |
| #13938 | Task/ai 107 phone validation with otp | ApexChat.Core/Providers | 2025-05-12 |
| #13639 | Beta into WebaPI | ApexChat.Core/Managers | 2025-02-20 |
| #13638 | Azure webapi staging into Beta | ApexChat.Core/Managers | 2025-02-20 |
| #13637 | Beta | ApexChat.Core/Managers | 2025-02-20 |
| #13635 | Azure webapi develop into Stage | ApexChat.Core/Managers | 2025-02-20 |
| #13634 | Stage | ApexChat.Core/Managers | 2025-02-20 |
| #13633 | Feature/5.1 into WebApi | ApexChat.Core/Managers | 2025-02-20 |
| #13630 | Production into 5.1 | ApexChat.Core/Managers | 2025-02-19 |
| #13629 | prod into beta | ApexChat.Core/Managers | 2025-02-19 |
| #13628 | Conversational ai | ApexChat.Web | 2025-02-19 |
| #13621 | Feature/5.1 into Stage | ApexChat.Core/Managers | 2025-02-19 |
| #13620 | Conversational ai | ApexChat.Core/Managers | 2025-02-19 |
| #13618 | Production into 5.1 | ApexChat.Core/Managers | 2025-02-19 |
| #13617 | fix suggestive bot stopped working | ApexChat.Core/Managers | 2025-02-18 |
| #13615 | fix message get repeated on websync disconnection | ApexChat.Core/Managers | 2025-02-18 |
| #13614 | ConversationalAI to Production | ApexChat.Core/Managers | 2025-02-18 |
| #13613 | set QuestionType = (int)ScriptsQuestionType.None | ApexChat.Core/Managers | 2025-02-18 |
| #13612 | fix flowbased bot not working | ApexChat.Core/Managers | 2025-02-18 |
| #13565 | Feature/5.1 into WebAPI | ApexChat.Core/Managers | 2025-02-10 |
| #13544 | remove older chatbot code | ApexChat.Core/Providers | 2025-02-04 |
| #13532 | Feature/5.1 into WebAPI | ApexChat.Web/scripts | 2025-02-03 |
| #13521 | send visitor id in ping handler log type LOG_INVITATION_SHOWN | Lib/Internal | 2025-01-30 |
| #13490 | Task/conversational ai merge prod | ApexChat.Core/Data | 2025-01-23 |
| #13485 | Feature/5.1 into WebAPI | ApexChat.Core/Data | 2025-01-23 |
| #13471 | Task/5.1 merge prod | ApexChat.Core/Data | 2025-01-22 |
| #13470 | changes | ApexChat.Core/Managers | 2025-01-22 |
| #13447 | renamed place call func | ApexChat.Web/Services | 2025-01-17 |
| #13427 | Task/CRMF-3507 Display Chat Transcript with Lead Summary and Keywords | ApexChat.Core | 2025-01-17 |
| #13438 | Fix for constraints and column script | ApexChat.Database/ApexChat | 2025-01-15 |
| #13413 | endpoint | ApexChat.Core/Managers | 2025-01-15 |
| #13136 | WebAPI-Beta into Production | ApexChat.Core/DTOs | 2024-11-14 |
| #12939 | Production into Feature | ApexChat.Core/Managers | 2024-10-02 |
| #12920 | WebAPI-Develop into WebAPI-Staging | ApexChat.Core/Managers | 2024-09-30 |
| #12919 | Production into WebAPI-Develop | ApexChat.Core/Managers | 2024-09-30 |
Chat Core Engine Data Cleanup
1 PR## Overview
The Chat Core Engine Data Cleanup capability involves the removal of deprecated schema definitions and associated data access properties within the chat persistence layer. This maintenance ensures the data model remains lean by eliminating unused fields that are no longer required for chat operations.
## Technical Changes
- **Schema Modification**: The `PhoneVerificationEnabled` column has been removed from the `Chat` table schema definition in `ApexChat.Core/Data/Generated/Chat.cs`. This includes the removal of the column's metadata, default settings, and data type mapping.
- **Data Access Layer**: The `PhoneVerificationEnabled` property has been removed from the `Chat` data object, preventing further programmatic access to this field via the standard data access layer.
- **Controller Updates**: The `Insert` method signature in `ChatController.cs` has been updated to remove…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13925 | Task/AI-236-Removed extra column from chats | ApexChat.Core/Data | 2025-05-08 |
Chat Core Engine Data Management and API Updates
3 PRs## Overview
The Chat Core Engine Data Management system has been updated to include a new `Type` attribute within the AI qualification data structures. Additionally, the system has undergone API refactoring to streamline company working day management and chat message requests.
## Schema Modifications
The database schema includes an integer-based `Type` column in the following tables under the `AI` schema:
- `AI.ChatbotLeadQualifications`
- `AI.ChatbotCallConnectQualifications`
- `AI.ChatbotAppointmentBookingQualifications`
Each column is defined as `INT` with a default value of `0`.
## API and Model Updates
- **CompanyWorkingDayManager**: Refactored to return `List<CompanyWorkingDayBO>` and updated to support specific bot-based retrieval and creation. Several legacy CRUD methods (GetById, Update) have been removed.
- **ChatMessageRequest**: The model has been simplified by removing `…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13682 | Task/AI-92 update db scripts | ApexChat.Database | 2025-02-27 |
| #13243 | companyWorkingDay api | Lib/Internal | 2024-12-11 |
| #13242 | regenerate ChatMessageRequest | Lib/Internal | 2024-12-11 |
Chat Core Engine Enhancements and SSO Integration
8 PRs## Overview
The Chat Core Engine has received updates to improve SSO state management, consent message handling, and profile data retrieval. These changes enhance security, flexibility in messaging, and system reliability.
## Key Capabilities
- **SSO State Management**: Introduced a secure cookie-based mechanism (`sso_state`) to track and validate SSO authentication states, supporting up to 5 concurrent states with a 5-minute expiration.
- **Dynamic Consent Messaging**: Removed hardcoded consent messages in `ChatManager`. The system now dynamically uses the text provided by the `optInMessage` object, allowing for greater customization per company.
- **Profile Data Retrieval**: Improved the robustness of profile filtering by adding null checks when processing the `enhancedName` filter, preventing potential runtime exceptions.
- **Voice Analytics**: Updated appointment status filtering to…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15304 | prod into feature | ApexChat.Web/scripts | 2026-04-06 |
| #15297 | Prod into 3.6 | ApexChat.Web/scripts | 2026-04-03 |
| #15285 | prod into webapi | ApexChat.Core/Managers | 2026-04-01 |
| #15284 | Prod into stages | ApexChat.Core/Managers | 2026-04-01 |
| #15280 | Task/CHAT-17820__do_not_hardcode_consent_message | ApexChat.Core/Managers | 2026-03-31 |
| #15278 | Bug/profile-not-loading | ApexChat.Core/Managers | 2026-03-30 |
| #15277 | Bug/profile-not-loading | ApexChat.Core/Managers | 2026-03-30 |
| #15275 | Azure webapi beta | ApexChat.Core/Managers | 2026-03-30 |
Chat Core Engine Enhancements: AI Inference Storage and UI Layout Refinements
21 PRs## Overview
This update introduces a new data persistence layer for AI-driven chat analysis and applies refinements to the chat invitation UI components to improve layout stability and customization.
## AI Inference Data Storage
The system now includes a dedicated database table, `[AI].[ChatAnalyzerInference]`, designed to store inference results from chat analysis processes. This table tracks individual chat sessions, associated chatbots, the specific analyzer used, numerical scores, and optional descriptive comments. This structure enables the system to record and audit AI-generated insights for specific chat interactions.
## UI Layout Enhancements
- **Pre-chat Customization**: The pre-chat invitation component now supports a `preChatMarginFromBottom` configuration option, allowing developers to dynamically adjust the vertical positioning of the chat container via the `preChat` optio…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14573 | Task/production merge 5.7 | ApexChat.Core/Managers | 2025-10-07 |
| #14572 | production into feature | ApexChat.Core/Managers | 2025-10-07 |
| #14550 | Beta intp prod | ApexChat.Core/Data | 2025-10-06 |
| #14549 | Task/AI-477_Add_ChatBot_to_Live_Agent_Transfer_flag | ApexChat.WebApi | 2025-10-04 |
| #14543 | Enqueue CallConnect immediately instead of scheduling for later | ApexChat.Core/Managers | 2025-10-03 |
| #14541 | Azure webapi beta into Production | ApexChat.WebApi | 2025-10-02 |
| #14540 | Beta into Production | ApexChat.WebApi/Config | 2025-10-02 |
| #14536 | Merging prod into webapi-beta | ApexChat.Core/Managers | 2025-10-02 |
| #14535 | Merge `production` into `beta` | ApexChat.Core/Managers | 2025-10-02 |
| #14514 | undo poke message changes | ApexChat.Core/Managers | 2025-10-02 |
| #14267 | Feature/5.6 into stage | ApexChat.Core/Managers | 2025-07-22 |
| #14264 | AI-134 Chatbot Inactivity Timeout for Text Chats | ApexChat.Core/Managers | 2025-07-21 |
| #14246 | Ai rag 1.1 | Lib/Internal | 2025-07-17 |
| #14241 | AI-353 Bot's first message after visitor replies | ApexChat.Core/Managers | 2025-07-16 |
| #14232 | Feature/5.6 into stage | ApexChat.Core/Managers | 2025-07-15 |
| #14223 | production into 5.6 | ApexChat.Core/Managers | 2025-07-11 |
| #14220 | Beta into Production | ApexChat.Core/Managers | 2025-07-11 |
| #14207 | Billing Stages into Beta | ApexChat.Core/Managers | 2025-07-09 |
| #14203 | Production into Beta | ApexChat.Database/ApexChat | 2025-07-09 |
| #14191 | Production into Feature/5.6 | ApexChat.Database/ApexChat | 2025-07-08 |
| #13995 | create table | ApexChat.Database/ApexChat | 2025-07-06 |
Chat Core Engine Enhancements: Attachment Infrastructure and Configuration
19 PRs## Overview
The Chat Core Engine has been updated to introduce a unified messaging architecture for user-specific channels, optimize data retrieval for opt-in chat sessions, and implement a robust file attachment infrastructure. These enhancements improve real-time communication delivery, system performance, and support for rich media exchanges within chat rooms.
## Unified Messaging Architecture
The system supports a centralized `PublishToUserChannels` mechanism for broadcasting chat events (messages, typing indicators, status changes) to user-specific or company-wide channels.
### Message Routing Logic
- **Company Channels:** If a chat has explicit opt-in consent or is in `ClientHandling` status, messages are published to `/company/{companyId}/unified`.
- **User Channels:** Otherwise, messages are published to individual `/user/{userId}` channels.
## Opt-In Chat Optimization
The eng…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15180 | Prod into 5.14 | ApexChat.Core/Managers | 2026-03-03 |
| #15177 | Beta into Production (SMS Optin) | ApexChat.Core/Managers | 2026-03-02 |
| #15175 | Core app staging | ApexChat.Core/Managers | 2026-03-02 |
| #15174 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-03-02 |
| #15172 | Core app staging | ApexChat.Core/Managers | 2026-02-27 |
| #15171 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-02-27 |
| #15170 | Staging to Beta | ApexChat.Core/Managers | 2026-02-27 |
| #15169 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-02-27 |
| #15168 | Optin Staging to Beta | ApexChat.Core/Managers | 2026-02-27 |
| #15166 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-02-25 |
| #15157 | Core app staging to staging | ApexChat.Core/Managers | 2026-02-24 |
| #15156 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-02-23 |
| #15151 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-02-19 |
| #15105 | Bug/UIUX-3263-SMS-Opt-in-chats-are-not-opening | ApexChat.Core/Managers | 2026-02-19 |
| #15054 | Prod into Feature | ApexChat.Core/Providers | 2026-01-20 |
| #15045 | Bug/CHAT-17765_Unable_to_send_lead | ApexChat.Core/Providers | 2026-01-13 |
| #14974 | prod in Q4-3.5 | ApexChat.Core/Managers | 2025-12-26 |
| #14955 | Prod into 5.10 | ApexChat.Core/Managers | 2025-12-24 |
| #14949 | 5.7.2 Beta into Production | ApexChat.Core/Managers | 2025-12-23 |
Chat Core Engine Enhancements: Scripting, Attachments, and AI Integration
18 PRs## Overview
The Chat Core Engine has received significant updates to support advanced agent scripting, visitor file attachments, and improved AI conversation handling. These changes introduce mandatory field validation for scripts, support for new file types, and enhanced system-level messaging for AI-driven chat flows.
## Key Capabilities
- **Scripting Enhancements**: Added `IsRequired` validation to agent script answers, allowing administrators to enforce mandatory visitor responses. New question types, such as `FileAttachment` (Type 14), are now supported.
- **File Attachment Support**: Expanded the `AllowedExtensions` list to include `webp` and `txt` files. Added functionality to delete files by ID and read Word documents (`.docx`) for processing.
- **AI Conversation Flow**: Introduced `systemMessage` support in `ConversationMessageManager`, allowing the system to inject context (e.…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15129 | 4.6.2.3 Beta Webapi into Production | ApexChat.Web/config | 2026-02-12 |
| #15123 | Beta into web api beta | ApexChat.Web/config | 2026-02-10 |
| #15122 | 5.13 Core app staging into Beta | ApexChat.Web/config | 2026-02-10 |
| #15121 | Azure webapi staging into Beta | ApexChat.Web/config | 2026-02-10 |
| #15119 | Core app staging in web api | ApexChat.Web/config | 2026-02-09 |
| #15112 | Task/merge prod into qt attachment | ApexChat.Core/Managers | 2026-02-04 |
| #15109 | Feature/qt attachment into stage | ApexChat.Core/Data | 2026-02-04 |
| #15108 | Prod into Feature | ApexChat.Core/Managers | 2026-02-04 |
| #15097 | Beta into WebApi | ApexChat.Core/Managers | 2026-02-03 |
| #15095 | prod into 3.6 | ApexChat.Core/Managers | 2026-02-03 |
| #15087 | 5.12 Beta into production | ApexChat.Core/Managers | 2026-01-29 |
| #15085 | 5.12 staging into beta | ApexChat.Core/Managers | 2026-01-29 |
| #15081 | changes | ApexChat.Core/Managers | 2026-01-27 |
| #15080 | Bug/AI-555/AInotsendingsmsleads | ApexChat.Core/Managers | 2026-01-27 |
| #15074 | 5.12 stages into beta | ApexChat.Web/scripts | 2026-01-27 |
| #15073 | AI-555/Bug/AI_Sms_lead_not_being | ApexChat.Core/Managers | 2026-01-26 |
| #15070 | Beta into stages | ApexChat.Core/Managers | 2026-01-26 |
| #15069 | Merge `beta` into `production` | ApexChat.Core/Managers | 2026-01-23 |
Chat Core Engine Infrastructure Update
19 PRs## Overview
The Chat Core Engine Infrastructure utilizes Redis for SignalR backplane messaging and chat simulation state management. This transition replaces previous Azure SignalR dependencies and in-memory dictionary storage with a distributed Redis cache, improving scalability and reliability. Recent updates have expanded the scope of voice widget status tracking, integrated extensive support for AI-driven conversation management, and introduced enhanced video greeting capabilities and SMS quick-reply transformations.
## System Flow
1. **Initialization**: The system initializes a `RedisCacheProvider` and configures the SignalR `DependencyResolver` to use `StackExchangeRedis` for backplane communication.
2. **Simulation Start**: When `SimulateChat` is invoked, the system generates a session ID, stores the mapping between the session and the `ConnectionId` in Redis via `SimulateChatSto…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14513 | unsubscribe redis | ApexChat.WebApi/SignalRHub | 2025-09-29 |
| #14512 | stop simulation | ApexChat.WebApi/SignalRHub | 2025-09-29 |
| #14511 | using redis messaging instead of azure signalR | ApexChat.Core/Providers | 2025-09-29 |
| #14499 | using GlobalHost.ConnectionManager.GetHubContext<ChatHub>() | ApexChat.WebApi/Controllers | 2025-09-25 |
| #14498 | Bug/signal r redis backplane | ApexChat.WebApi/Config | 2025-09-25 |
| #14492 | error generating session id | ApexChat.WebApi/SignalRHub | 2025-09-25 |
| #14491 | using redis for simulation store and signalr backplane | ApexChat.WebApi | 2025-09-25 |
| #14487 | Bug/SignalR-RedisBackplane | ApexChat.WebApi | 2025-09-24 |
| #14293 | Merge pull request #14288 from apexchat/core_app_staging | ApexChat.Core/Managers | 2025-07-24 |
| #14091 | Core app staging into Beta | ApexChat.Core/DTOs | 2025-06-11 |
| #14080 | Core app staging | ApexChat.Core/Managers | 2025-06-04 |
| #14079 | fix stages ai rag build error | ApexChat.Core/Managers | 2025-06-04 |
| #14077 | Core app staging | ApexChat.Core/Managers | 2025-06-04 |
| #13872 | Syncing Production with WebAPI-Beta | ApexChat.Web/scripts | 2025-04-23 |
| #13860 | Beta | ApexChat.Web/themes | 2025-04-21 |
| #13853 | Feature/bug fixes int 5.4 | ApexChat.Core/Managers | 2025-04-18 |
| #13849 | Beta | ApexChat.Web/scripts | 2025-04-17 |
| #13825 | Beta | ApexChat.Core/Managers | 2025-04-09 |
| #13814 | Production | ApexChat.Core/Managers | 2025-03-28 |
Chat Core Engine Simulation
12 PRs## Overview
The Chat Core Engine Simulation capability provides a framework for testing and simulating chatbot interactions. It leverages SignalR for real-time communication between the backend and simulation clients, allowing developers to trigger simulated chat messages and monitor session states.
## System Flow
1. **Initialization**: The client connects to the `ChatHub` via SignalR. The system maps the connection to a specific session ID.
2. **Simulation Start**: The client requests a simulation for a specific `chatbotId`. The system creates a session via the `ChatbotSimulationManager` and returns a `sessionId`.
3. **Message Handling**: Simulated messages are sent to the `api/v1/simulate-chat-message` endpoint. The `ChatSimulationController` retrieves the active SignalR connection associated with the `sessionId` and pushes the message payload to the client.
4. **Cleanup**: Clients ca…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14377 | Task/ai 371 recconect to session | ApexChat.WebApi/Controllers | 2025-08-25 |
| #14375 | Task/SimulateChat-UpdateSimulateChatClient | ApexChat.Core/Managers | 2025-08-22 |
| #14373 | Generated clients | ApexChat.Core/Managers | 2025-08-22 |
| #14370 | Generated clients | ApexChat.Core/Managers | 2025-08-22 |
| #14343 | SimulateChatMessageDTO class | ApexChat.Core/DTOs | 2025-08-08 |
| #14342 | Task/signal r cors issue | ApexChat.WebApi | 2025-08-08 |
| #14340 | Revert "fixed CORS issue" | ApexChat.WebApi | 2025-08-08 |
| #14338 | fixed CORS issue | ApexChat.WebApi | 2025-08-07 |
| #14328 | Bug/SimulateChat-removeextrainclude | ApexChat.WebApi | 2025-08-04 |
| #14325 | Task/AI-376 session and connection mapping | ApexChat.WebApi/SignalRHub | 2025-08-01 |
| #14323 | AI-374 simualate chat messages webhook | ApexChat.Core/DTOs | 2025-07-31 |
| #14322 | Task/AI-376 Add SignalR in WebAPI project | ApexChat.WebApi/Scripts | 2025-07-31 |
Chat Core Engine Simulation Capability
9 PRs## Overview
The Chat Core Engine Simulation capability provides a mechanism to trigger and manage simulated chatbot conversations. This system allows developers and administrators to verify chatbot behavior by initiating a simulation request through the API, which interacts with the `ChatbotSimulationManager` to process the request and return a `ChatSessionBO` object.
## System Flow
1. **Request Initiation**: A client sends a GET request to the `api/v1/simulate-chat/{chatbotid}` endpoint.
2. **Manager Processing**: The `ChatSimulationController` invokes the `ChatbotSimulationManager`.
3. **Data Retrieval**: The manager retrieves the specific chatbot configuration from the `CompanyChatBotsView` using the provided `chatbotId`.
4. **External API Call**: The manager utilizes the `ChatbotSimulationApi` to perform the simulation against the configured AI conversation service.
5. **Response**:…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14311 | simulate chat webapi endpoint | ApexChat.Core/Managers | 2025-07-30 |
| #14310 | merge prod into simulatechat | ApexChat.Core/Managers | 2025-07-29 |
| #14303 | Beta into Production | ApexChat.Core/Managers | 2025-07-24 |
| #14290 | Beta | ApexChat.Core/Managers | 2025-07-24 |
| #14289 | Core app staging into beta | ApexChat.Core/Managers | 2025-07-24 |
| #14288 | Core app staging | ApexChat.Core/Managers | 2025-07-23 |
| #14286 | stage | ApexChat.Core/Managers | 2025-07-23 |
| #14285 | Bug/AI-363 Deleted chatbot does not disappear | ApexChat.Core/Managers | 2025-07-23 |
| #14274 | Beta | ApexChat.Core/Managers | 2025-07-22 |
Chat Core Engine SMS Flow
6 PRs## Overview
The Chat Core Engine SMS Flow manages the integration of AI-driven responses and automated quick-reply handling within SMS-based chat sessions. The system is designed to maintain chat context via session GUIDs and ensures that incoming SMS messages are correctly routed to the AI or agent logic for processing.
## System Flow
1. **SMS Reception**: Incoming SMS messages are handled by `SMSChatHandler`, which logs the message and identifies the participant context.
2. **Context Retrieval**: The system fetches the last chat log from either an agent or the AI bot to determine the current state of the conversation.
3. **AI Processing**: If applicable, the `ConversationMessageManager` generates an AI response. The system ensures the `ChatBotSessionGuid` is preserved by refreshing the chat object from the database before saving.
4. **Quick Reply Handling**: For SMS-enabled chats, the…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13813 | Bug/chat 17094 sms chats are not detecting multiple choice | ApexChat.Core/Managers | 2025-03-28 |
| #13797 | Bug/AI-108 - AI SMS Flow - ChatBotSessionGuid fixes to keep the context of the chat | ApexChat.Core/Managers | 2025-03-21 |
| #13796 | Task/AI-108 AI - SMS From From AI | ApexChat.Core/Managers | 2025-03-20 |
| #13792 | Task/AI-108 - SMS Flow with AI | ApexChat.Core/Managers | 2025-03-20 |
| #13793 | Revert "Task/AI-108 - SMS Flow with AI" | ApexChat.Core/Managers | 2025-03-19 |
| #13778 | Task/AI-108 - SMS Flow with AI | ApexChat.Core/Managers | 2025-03-18 |
Chat Core Engine Stability
13 PRs## Overview
The Chat Core Engine Stability capability focuses on improving the reliability of the messaging infrastructure by hardening null-reference handling, enhancing asynchronous task monitoring, and refining diagnostic logging. Recent updates have transitioned from manual string escaping to robust JSON serialization for message templates and removed redundant database-save string processing to improve performance and security.
## System Flow
1. **Message Processing**: Incoming messages are processed via `FormatMessageText`, which includes defensive checks for `companyKey` and `company` object existence to prevent `NullReferenceException`.
2. **Request Sanitization**: Query string parameters are safely trimmed using null-conditional operators. Manual string escaping for database saves has been deprecated in favor of standardized serialization.
3. **Task Execution**: Background oper…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14909 | [AppInsights] Fix NullReferenceError | ApexChat.Core/Managers | 2025-12-18 |
| #14908 | [AppInsights] Add logs to identify issue | ApexChat.Core/Managers | 2025-12-18 |
| #14898 | [AppInsights] Fixing NullReferenceException | ApexChat.Core/Managers | 2025-12-17 |
| #14897 | [AppInsights] Change from Error to Warn since this is flooding the logs | ApexChat.Core/WebSyncEventHandlers | 2025-12-17 |
| #14896 | [AppInsights] Add details to exception and fix NullReferenceException | ApexChat.Core/Managers | 2025-12-17 |
| #14893 | [AppInsights] Fix incorrect check | ApexChat.Web/Handlers | 2025-12-16 |
| #14885 | [AppInsights] Revert last change and fix CacheManager.GetHost exception | ApexChat.Web | 2025-12-16 |
| #14884 | [AppInsights] Add more logging for AggregateException | ApexChat.Web | 2025-12-16 |
| #14883 | [AppInsights] Try to find root cause of AggregateException | ApexChat.Core/Managers | 2025-12-15 |
| #14127 | Task/Add ModelId column in AI.ChatMessages table | ApexChat.Database | 2025-06-24 |
| #14107 | Bug/CHAT-17258_null_ref_bug | Lib/Internal | 2025-06-16 |
| #13734 | Bug/Chat16937-Fix-Corestage-To-Beta | ApexChat.Core/Managers | 2025-03-06 |
| #13732 | Feature/widget improvement | ApexChat.Core/Managers | 2025-03-06 |
Chat Core Engine Staging Sync and Voice Widget Analytics
1 PR## Overview
The Chat Core Engine Staging Sync capability manages the automated build pipeline configuration for the ApexChat staging environment and updates the calculation logic for voice widget conversion metrics.
## Voice Widget Analytics
The `VoiceManager` component calculates the `RetainerConversion` metric for voice widgets. The system now includes a safety check to prevent division-by-zero errors when calculating conversion percentages. If the total count of voice widgets with statuses 1, 2, or 3 is zero, the system returns a conversion rate of 0 instead of attempting an invalid mathematical operation.
## Staging Pipeline Configuration
The staging build process (`Apexchat-App-WebApi-Staging.yml`) has been updated to standardize build variables and streamline the `VSBuild` task. The configuration now explicitly defines the solution path, platform, and build configuration as varia…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13896 | Prod into Beta | ApexChat.Core/Managers | 2025-04-29 |
Chat Core Engine Streaming: Direct Streaming Link Capability
6 PRs## Overview
The Chat Core Engine Streaming capability introduces a mechanism to bypass standard CDN-routed connections for chat requests, allowing for a 'Direct Streaming Link'. This feature is designed to improve connection reliability and reduce latency for chat services by enabling a configurable, direct endpoint for streaming traffic.
## System Flow
1. **Configuration**: A new `UseDirectStreamingLink` boolean flag is added to the `GlobalSettings` table and model, allowing administrators to toggle the feature.
2. **Initialization**: During the agent dashboard load, the system checks the `UseDirectStreamingLink` setting. If enabled, the `DirectStreamingLink` URL (defined in application settings) is injected into the client-side `ApexChat` configuration.
3. **Connection**: The client-side `agentdashboard.js` uses this URL to override the default `/request.ashx` endpoint, routing AJAX r…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15374 | prod into 3.7 | ApexChat.Web/config | 2026-04-30 |
| #15369 | prod into crmf | ApexChat.Web/config | 2026-04-29 |
| #15365 | Beta into Production | ApexChat.Web/config | 2026-04-28 |
| #15351 | 5.14.2 Core app staging into beta | ApexChat.Web/config | 2026-04-23 |
| #15345 | Bug/ai 688 workflow greeting message not updating on visitor | ApexChat.Web/config | 2026-04-21 |
| #15336 | Story/chat 17888 use non cf url for websync connection | ApexChat.Web/config | 2026-04-20 |
Chat Lead Attribution Analytics
1 PR## Overview
The Chat Lead Attribution Analytics system tracks and persists Google Analytics Client IDs (GaClientId) associated with specific visitor sessions. This data enables the mapping of chat interactions to Google Ad traffic sources, facilitating lead attribution reporting.
## System Flow
1. **Request Initiation**: The `GoogleAnalyticsHandler` receives a request containing `clientId` and `visitorId` query parameters.
2. **Validation**: The system validates that both parameters are present and that the `visitorId` is not "0".
3. **Persistence**: The `GoogleAnalytics.SaveClientId` method executes a SQL MERGE operation to upsert the `GaClientId` into the `GoogleAdVisits` table.
4. **Chat Integration**: During chat initialization, the `ChatManager` checks for existing traffic cookies to determine if a Google Ad visit record should be associated with the current chat session.
## Const…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13114 | Improve GoogleAdVisit logging for GaClientId | ApexChat.Core/Managers | 2024-11-11 |
Chat Lead Attribution Analytics
3 PRs## Overview
The Chat Lead Attribution Analytics system determines the origin of incoming chats by classifying them as 'Paid', 'Organic', or 'Referral'. It tracks Google Ads parameters (GCLID, GBRAID) and manages Call Connect configurations. The system handles chat metadata, initiation sources—including WhatsApp and Video Greet—and manages automated lead follow-up email workflows and visitor-provided location/document data. It now explicitly maps chat initiation sources to lead origin subtypes for downstream messaging and includes robust IP parsing for location enrichment.
## System Flow
1. **Data Extraction**: Parses referrer URL and query parameters (utm_campaign, gclid, gbraid, gad_source) upon chat initiation.
2. **Classification Logic**: Evaluates traffic against regex patterns to assign `MediumType` (Paid, Organic, or None).
3. **Call Connect Configuration**: Manages `VisitorNumber…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15647 | Beta into Production | ApexChat.Database/ApexChatWarehouse | 2026-09-18 |
| #15488 | Send InitiatedBy as LeadOriginSubType on ApexLeadGenerated | ApexChat.Automation | 2026-07-21 |
| #15497 | CHAT-17897_Lead_form_doesn't_show_any_data | ApexChat.Core/Managers | 2026-07-14 |
Chat Lead Attribution Analytics
3 PRs## Overview
This update expands the chat and lead attribution analytics infrastructure to support granular tracking for 'VideoGreet' and 'PopupMessage' features. The system now captures and aggregates chat volumes and billable lead counts segmented by device type (Desktop, Mobile, Tablet, Android, iOS) and user interaction type (Agent, Operator, ScriptBot).
## System Flow
1. **Data Collection**: The system tracks chat and lead events, categorizing them by feature type and source.
2. **Warehouse Integration**: Stored procedures (`SP_UIUX_ChatsAnalytics`, `SP_UIUX_ChatsAnalyticsByHost`, `SP_UIUX_LeadsAnalytics`) have been updated to include new columns for VideoGreet and PopupMessage metrics.
3. **Query Processing**: The `StatsManager` and graph generation logic (`ChatStatsByGraph`, `FeatureUsageGraph`) now include feature IDs 18 and 19 in the default `initiateBy` arrays, ensuring these f…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15592 | Beta into web api | ApexChat.Database/ApexChatWarehouse | 2026-08-25 |
| #15590 | Bug/UIUX-3324-Billable-Leads-Count-Drastically-Mismatches | ApexChat.Database/ApexChatWarehouse | 2026-08-25 |
| #15574 | Bug/UIUX-3324-Billable-Leads-Count-Drastically-Mismatches-Sales-Leads-Count-in-Grid | ApexChat.Database/ApexChatWarehouse | 2026-08-20 |
Chat Lead Management System Documentation Update
16 PRs## Overview
The Chat Lead Management system handles lead routing for internal provisioning requests, visitor file attachments, bulk processing, and lead data validation.
## System Flow
When a lead is processed, the system inspects the `chat.Referrer` property:
1. **Referrer Validation**: Parses the referrer URI to check for `provisioning.blazeo.com`.
2. **Email Override**: If matched, extracts `overrideLeadEmail` from the query string.
3. **Assignment**: Routes to the override email if valid; otherwise, defaults to `Config.ProvisioningEmailAddress` or `[email protected]`.
4. **IP Normalization**: IP addresses are parsed, stripping port information if present, to ensure accurate geolocation lookups.
## Lead Processing & Opt-In Logic
- **AI-Enabled Companies**: If `company.AIBotEnabled` is true, the system bypasses specific SMS opt-in consent logic.
- **Lead Categories**: The system enfo…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15451 | remove provisioning email from test leads | ApexChat.Core/Managers | 2026-06-11 |
| #15445 | Provisioning lead email restriction | ApexChat.Core/Managers | 2026-06-08 |
| #15427 | Revert "provisioning lead email restrictions" | ApexChat.Core/Managers | 2026-05-31 |
| #14834 | 5.9 Beta into production | ApexChat.Web/scripts | 2025-12-09 |
| #14832 | Task/chat 17126 hide documents section | ApexChat.Web/scripts | 2025-12-09 |
| #14823 | Task/chat 17583 operator display name | ApexChat.Core/Managers | 2025-12-09 |
| #14813 | Bug/chat 17641 dashboard design | ApexChat.Web/scripts | 2025-12-09 |
| #14462 | Task/UIUX-3087-Add-Bulk-Lead-Mark-as-Processed | ApexChat.Core/Interfaces | 2025-09-17 |
| #14459 | AI-275 Lead sending fails when SMS opt-in is enabled | ApexChat.Core/Managers | 2025-09-16 |
| #14456 | AI-275 Lead sending fails when SMS opt-in is enabled | ApexChat.Core/Managers | 2025-09-16 |
| #13088 | Beta into Production | ApexChat.Core/Managers | 2024-10-30 |
| #13086 | Merge Feature/4.9.8 into Corestage | ApexChat.Core/Managers | 2024-10-30 |
| #13085 | Feature/4_9_8_Bug_CHAT-16292_Folder_Should_Not_Be_Selected_In_Dropdown_Of_Rules_Section | ApexChat.Core/Managers | 2024-10-30 |
| #13083 | Merge Feature/4.9.8 into CoreStage | ApexChat.Web/scripts | 2024-10-30 |
| #13082 | Feature/4_9_8_Bug_CHAT-16292_Folder_Should_Not_Be_Selected_In_Dropdown_Of_Rules_Section | ApexChat.Web/scripts | 2024-10-30 |
| #13081 | Fix lead not opening of LegalFit, remove port from ipaddress | ApexChat.Core/Managers | 2024-10-29 |
Chat Popup Message Initiator
1 PR## Overview
The Chat Popup Message Initiator capability allows the system to track and display when a chat session is started specifically via a Popup Message widget. This integration ensures that agents can identify the source of incoming chats directly within the Agent Dashboard.
## System Flow
1. **Initiation**: A visitor interacts with a Popup Message widget on the client-side, triggering a chat session.
2. **Classification**: The system assigns the `PopupMessage` value (enum 19) to the `initiatedBy` property of the chat room object.
3. **Dashboard Rendering**: The Agent Dashboard detects the `initiatedBy` status. It updates the chat room title to include a visual indicator (an icon with the tooltip "The visitor started the chat from Popup Message").
4. **Reporting/Filtering**: The system includes "Popup Message" as a selectable category in reporting and filtering interfaces, allowi…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14906 | Story/CHAT-17578_Popup-message-widget-as-chat-initiater | ApexChat.Web/scripts | 2025-12-18 |
Chat SMS Telephony Integration
2 PRs## Overview
The Chat SMS Telephony integration manages the transmission of chat logs via SMS. This system processes chat messages, including text content and attached files, to ensure they are correctly formatted for delivery to the recipient.
## System Flow
When a chat log is processed for SMS delivery, the system performs the following steps:
1. **Message Preparation**: The system retrieves the chat text, potentially utilizing quick reply templates.
2. **Attachment Validation**: The system checks if the chat log contains visitor-attached files.
3. **Formatting**: If attachments are present, the system ensures the text content is properly terminated with a newline character before appending attachment information.
4. **Transmission**: The final message string is prepared for the SMS provider.
## Error Handling and Constraints
The system includes a null-check safeguard for the `Visitor…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14969 | prod to 5.10 | ApexChat.Core/Providers | 2025-12-26 |
| #14964 | Bug/SMS-chat-not-opening | ApexChat.Core/Providers | 2025-12-24 |
Chat Summarization Engine and Provisioning System Update
3 PRs## Overview
The Chat Summarization Engine and Provisioning system enables the configuration, deployment, and management of AI-driven chatbots. This system allows administrators to enable AI capabilities, select operating modes, manage RAG data, and now supports version-controlled chatbot workflow management and enhanced company business registration tracking.
## System Flow
1. **Provisioning**: Administrators enable AI chatbots via the portal, selecting the operating mode (Auto Send or Suggest Agent) and providing business registration details (Country and Number).
2. **Configuration**: The system updates the company's provisioning request, triggering the use of the `InvitationServiceUrl` for script delivery.
3. **Data Ingestion**: Users can populate the AI's knowledge base by uploading custom Q&A pairs and website URLs via the API.
4. **Workflow Management**: Administrators can create…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15312 | Beta into Production | ApexChat.Core/Data | 2026-04-09 |
| #15307 | Beta into webapi | ApexChat.Core/Data | 2026-04-06 |
| #15298 | Feature/ai 3.6 into beta | Lib/Internal | 2026-04-03 |
Chat Summarization Engine Batch 20
2 PRs## Overview
The Chat Summarization Engine provides automated lead summary generation for chat sessions. The system integrates with OpenAI to process chat transcripts and generate concise summaries, now featuring enforced execution timeouts and improved error handling.
## System Flow
When a request for a chat summary is initiated via `GetChatSummary`, the system triggers the `ChatManager` to generate a summary. The request is passed to the OpenAI provider, which executes the completion task with a strict 5-second timeout. If the summarization completes within the window, the result is returned; otherwise, a `TimeoutException` is thrown. The service layer validates the output, ensuring that empty or null summaries are treated as errors.
## Constraints and Error Handling
- **Timeout Enforcement**: All OpenAI chat completion requests are constrained by a hard-coded 5-second timeout. If the…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13200 | Add timeout to OpenAI Chat Summarization | ApexChat.Core/Managers | 2024-12-06 |
| #13182 | Add timeout to summarization feature | ApexChat.Core/ThirdParty | 2024-12-02 |
Chat Summarization Engine Documentation Update
1 PR## Overview
The Chat Summarization Engine provides automated lead summarization and AI-driven bot response management. It enables companies to generate concise summaries of chat interactions, which are then integrated into lead notes and email notifications. The system manages AI chatbot lifecycles, including configuration of modes, plugins, call-connects, prompt management, and dynamic pre-chat header customization.
## Capability Details
- **Lead Summarization**: When enabled (`EnableLeadSummarization`), `ChatManager.GenerateLeadSummary` triggers during lead creation, storing results in the `Notes` field.
- **AI Bot Management**: The system supports a grid-based management interface for chatbots, allowing filtering, sorting, and status updates.
- **Conversational AI Features**:
- **Modes**: Supports 'Autopilot' and 'Suggestive' modes. Suggestive mode allows agents to review AI-genera…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13998 | Revert "Task/000-PRMerge-Test-into-Staging-3.1" pollution out from Webapi-develop | ApexChat.Core/Managers | 2025-05-22 |
Chat Video Greet System
2 PRs## Overview
The Chat Video Greet system manages the initialization of greeting messages for AI-driven chat sessions. It ensures that when a chatbot is active, the system correctly instantiates a user profile to facilitate the retrieval and delivery of video greeting messages.
## System Flow
When a chat session is initiated, the system checks for the presence of a `ChatbotId`. If a chatbot is assigned, the system performs the following steps:
1. **Profile Initialization**: A new `Profile` object is instantiated using the `ProfileID` associated with the chat session.
2. **Greeting Retrieval**: The `GreetingMessageManager` is invoked to fetch the specific greeting message configured for the identified chatbot.
3. **Execution**: The greeting message is retrieved asynchronously and processed for the participant.
## CI/CD Pipeline Updates
Recent updates to the build infrastructure (including…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15527 | AI-743 Video Greet not displaying in AI | ApexChat.Core/Providers | 2026-08-03 |
| #15517 | Bug/AI-743-Profile-Instance-For-PublishVGMsgBeforeGreet | ApexChat.Core/Providers | 2026-07-24 |
Chat Video Greet System Documentation Update
1 PR## Overview
The Chat Video Greet system provides a mechanism for displaying personalized video greetings to visitors. The system supports advanced audio integration, including ElevenLabs-powered Text-to-Speech (TTS) for greeting recordings, voice recording whispers for call connections, and enhanced customization for profile templates.
## Functionality
- **Video Playback Tracking:** Tracks video progress via `timeupdate` events for accurate reporting.
- **Multi-Video Shuffling:** Profiles support multiple video greetings with random selection (`NEWID()`).
- **Appointment Scheduling:** Integration with Nylas Scheduling with UI enhancements.
- **Voice Recording Integration:** Companies can upload custom MP3/WAV/AIF recordings or utilize ElevenLabs TTS to generate 'whisper' recordings for call connections. The system now supports shuffling multiple recordings for both visitor and business…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14134 | Fix video greets not getting retrieved | ApexChat.Core/Managers | 2025-06-25 |
Chat Video Greet System Integration
1 PR## Overview
The Chat Video Greet system integration enables the `OptInLeadProcessor` to recognize and process leads initiated via the `VideoGreet` channel. By including `VideoGreet` in the `OptInLeadProcessor` logic, the system ensures that leads originating from video greeting interactions are correctly routed to the `SmsOptInLead` processor.
## System Flow
When a lead is processed, the system evaluates the `InitiatedBy` source. If the source is identified as `VideoGreet`, the system instantiates an `SmsOptInLead` processor to handle the lead data, aligning it with the processing logic used for `PreChat`, `OptIn`, and `SmsWeb` sources.
## Constraints and Edge Cases
- The system explicitly routes `VideoGreet` to the `SmsOptInLead` processor, implying that video greeting leads are treated as SMS-based opt-in leads.
- The modification removed explicit `break` statements for `FacebookMess…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14337 | [Prod] Add VideoGreet to list of InitiatedBy in OptInLeadProcessor | ApexChat.Core/Providers | 2025-08-06 |
Chat Visitor Attachments Core Documentation Update
4 PRs## Overview
The Chat Visitor Attachments system manages the lifecycle of files uploaded by visitors during chat sessions. It includes validation for file size and duplication, storage integration, and API endpoints for retrieving or exporting attachments. The system implements a 7-day soft-deletion policy for file availability and provides secure download mechanisms for operators.
## System Flow
1. **Upload**: A visitor uploads a file. The system validates size (15 MB limit per chat), file type, and SHA256 hash for duplicates before storing in S3.
2. **Storage**: Validated files are stored in the 'visitors-attached-files' S3 bucket. Metadata is saved to the database.
3. **Notification**: WebSync notifies participants of the new attachment.
4. **Lifecycle**: Files are available for 7 days. After this, they are soft-deleted (marked in DB) and eventually purged from storage after 6 months.…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14720 | Bug/Task/17606-17605-API-renaming | ApexChat.Core/Managers | 2025-11-18 |
| #14690 | Refactored and removed repeated code | ApexChat.Core/Managers | 2025-11-12 |
| #14457 | Task/CHAT16617 fetch visitor attachments | ApexChat.Core/Managers | 2025-09-16 |
| #14448 | Task/CHAT16617 fixed issues in upload visitor file service | ApexChat.Web/config | 2025-09-11 |
Chat Visitor Attachments Management
20 PRs## Overview
The Chat Visitor Attachments Management system handles the retrieval, export, and UI rendering of files uploaded by visitors during chat sessions. The system includes automated lifecycle management for file retention, soft-deletion, and strict upload size constraints. It now supports granular configuration at both the Host and Company levels to control attachment availability and integration behavior.
## Attachment Export Flow
When an attachment is requested for export, the system performs the following steps:
1. **Validation**: The system validates the request parameters and checks if `EnableVisitorFileAttachments` is active for the associated Host/Company.
2. **Retrieval**: The `VisitorAttachmentManager` fetches the file records associated with the Chat or Lead ID.
3. **Stream Processing**: Files are downloaded and aggregated into a ZIP archive stream.
4. **Response**: The…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14973 | Bug/UIUX-3242 Refactored export attachment by id endpoint | ApexChat.Core/Managers | 2025-12-26 |
| #14966 | Azure webapi staging into beta | ApexChat.Web/Services | 2025-12-24 |
| #14960 | Core app staging webapi | ApexChat.Web/Services | 2025-12-24 |
| #14959 | Bug/UIUX-3242 Moved export attachment endpoint to apexchat service | ApexChat.Web/Services | 2025-12-24 |
| #14958 | Bug/UIUX-3242 Moved export attachment endpoint to apexchat service | ApexChat.Web/Services | 2025-12-24 |
| #14946 | Merge pull request #14945 from apexchat/core_app_staging into beta | ApexChat.Core/Managers | 2025-12-23 |
| #14945 | Core app staging webapi | ApexChat.Core/Managers | 2025-12-23 |
| #14944 | Beta into webapi | ApexChat.Core/Managers | 2025-12-23 |
| #14943 | Core app staging into beta | ApexChat.Core/Managers | 2025-12-23 |
| #14914 | Bug/CHAT-17714__Beta]_attachments_are_failing pass origin header in post request | ApexChat.Web/Services | 2025-12-18 |
| #14912 | beta into beta webapi | ApexChat.Core/Models | 2025-12-18 |
| #14911 | Core app staging into beta | ApexChat.Core/Models | 2025-12-18 |
| #14910 | Core app staging into beta | ApexChat.Core/Models | 2025-12-18 |
| #14905 | Bug/UIUX-3183 Sender name not displaying | ApexChat.Core/Models | 2025-12-18 |
| #14739 | Bug/Chat-Export-File-Extension-Duplication-Removal | ApexChat.Core/Managers | 2025-11-21 |
| #14736 | Bug/Export-Lead-Service-Method-Updated | Lib/Internal | 2025-11-21 |
| #14731 | Bug/Chat-API-Export-Fix-Method-Update | ApexChat.Core/Managers | 2025-11-20 |
| #14729 | Task/5.7.2/UIUX-3153-File-upload-validation-limit | ApexChat.Core/Managers | 2025-11-20 |
| #14728 | Task/5.7.2/UIUX-3153-File-upload-validation-limit | ApexChat.Core/Managers | 2025-11-19 |
| #14366 | Task/CHAT16617 Host and company level attachment flags | ApexChat.Core/Models | 2025-08-22 |
Chat Voice AI Management
35 PRs## Overview
The Chat Voice AI Management capability provides a centralized system for tracking, monitoring, and reporting on voice-based communication metrics. It integrates with external telephony providers (specifically 8x8) to fetch real-time agent status and call statistics, while also maintaining a local database for historical call recordings and contract signing logs.
## System Flow
1. **Configuration**: The system uses `VoiceApiUrl` and `ActionRequestToken` to authenticate and communicate with the 8x8 Voice API.
2. **Data Ingestion**: The `VoiceManager` fetches real-time data (e.g., active agents) and processes historical data from the `ApexVoice` database.
3. **Processing**: Statistics are calculated using SQL queries built dynamically based on `VoiceWidgetType`, with results mapped to DTOs like `VoiceQuickStatsDTO`.
4. **Reporting**: The `VoiceStatsController` exposes endpoint…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14056 | Patch UIUX-2951 Timezone fix directly to production | ApexChat.Core/Managers | 2025-05-29 |
| #14054 | UIUX-2951 - VoiceAnalytics - Timezone fixes - Eastern Time Zone fixes | ApexChat.Core/Managers | 2025-05-29 |
| #14043 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/DTOs | 2025-05-27 |
| #14038 | Azure webapi develop into WebAPI-Staging | ApexChat.Core/DTOs | 2025-05-26 |
| #14030 | Task/AI-300-Create-Agent-API-to-Include-Domain- | ApexChat.Core/DTOs | 2025-05-26 |
| #14026 | Task/AI-300-Create-Agent-API-to-Include-Domain- | ApexChat.Core/DTOs | 2025-05-26 |
| #14020 | Azure webapi beta into Production | ApexChat.Core/DTOs | 2025-05-23 |
| #14019 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/DTOs | 2025-05-23 |
| #14005 | Task/ai 250 UI and data improvements | ApexChat.Core/DTOs | 2025-05-22 |
| #14004 | Task/ai 164 ai voice section ap is | ApexChat.Core/DTOs | 2025-05-22 |
| #14003 | Task/ai 278 create voice history viewer role | ApexChat.Core/DTOs | 2025-05-22 |
| #13992 | Azure webapi staging into corestage | ApexChat.Core/DTOs | 2025-05-21 |
| #13991 | Task/UIUX-000-PRMerge-Revert-Commit-f71edb3 | ApexChat.Core/DTOs | 2025-05-21 |
| #13976 | Revert "Azure webapi staging" | ApexChat.Core/DTOs | 2025-05-20 |
| #13975 | Azure webapi staging | ApexChat.Core/DTOs | 2025-05-20 |
| #13965 | Task/UIUX-000-Update-VoiceAnalytics-Values | ApexChat.Core/Managers | 2025-05-19 |
| #13962 | ÎAzure webapi develop | ApexChat.Core/Managers | 2025-05-19 |
| #13961 | Task/UIUX-000-Update-VoiceAnalytics-Values | ApexChat.Core/Managers | 2025-05-19 |
| #13952 | Azure webapi develop into Staging | ApexChat.Core/DTOs | 2025-05-14 |
| #13947 | Task/AI-250-UI-and-Data-Improvements | ApexChat.Core/DTOs | 2025-05-13 |
| #13939 | Azure webapi develop into WebAPI-Staging | ApexChat.Core/DTOs | 2025-05-12 |
| #13934 | Task/ai 164 ai voice section ap is | ApexChat.Core/DTOs | 2025-05-09 |
| #13933 | Azure webapi develop into stage | ApexChat.Core/DTOs | 2025-05-09 |
| #13050 | Feature/ai into Stage | ApexChat.Core/Models | 2024-10-22 |
| #13049 | Production into AI Feature | ApexChat.Core/Models | 2024-10-22 |
| #13047 | WebAPI-Beta into Production Tag: Voice Dashboard 4.4.5 | ApexChat.Core/Models | 2024-10-22 |
| #13042 | Azure webapi develop into WebAPI-Beta | ApexChat.Core/Managers | 2024-10-22 |
| #13032 | WebAPI-Beta 2 | ApexChat.Core/DTOs | 2024-10-21 |
| #13029 | Bug/UIUX-2648-The-Response-Tiem-Via-Chat | ApexChat.Core/DTOs | 2024-10-21 |
| #13026 | WebAPI-Develop into WebAPI-Beta | ApexChat.Core/DTOs | 2024-10-19 |
| #13025 | Task/UIUX-2598-Contract-Signing-Log | ApexChat.Core/DTOs | 2024-10-19 |
| #13015 | Merging WebAPI-Develop into WebAPI-Beta | ApexChat.Core/Models | 2024-10-18 |
| #13008 | Task/UIUX-2573-Active-Calls | ApexChat.Core/DTOs | 2024-10-18 |
| #13006 | Task/UIUX-2571-Average-Abandoned-Time | ApexChat.Core/DTOs | 2024-10-16 |
| #12993 | Task/UIUX-2577-Agents-Online | ApexChat.WebApi/Config | 2024-10-16 |
Chat Voice AI Management Documentation Update
14 PRs## Overview
The Chat Voice AI Management capability enables dynamic configuration and routing for AI-driven voice interactions. It allows for flexible selection of 'from' phone numbers for outbound calls, improved analytics for call and retainer statuses, and enhanced management of AI conversation scripts.
## Core Functionality
- **Dynamic Call Routing**: The system supports a `from` parameter in the `PlaceCall` method. If not provided, the system automatically fetches a valid phone number from the `AI.ChatbotCallConnects` table, falling back to company-level defaults if necessary.
- **Database Schema Updates**: A new column `CallConnectNumberLogic` has been added to the `AI.ChatbotCallConnects` table to support future custom routing logic.
- **Enhanced Analytics**: Voice widget queries have been updated to include specific CRM call log validation and expanded status sets (e.g., includi…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14358 | prod to simulatchat | ApexChat.Core/Managers | 2025-08-18 |
| #14319 | Task-UIUX-3058-Create-tables-for-warehouse-db | ApexChat.Core/Managers | 2025-08-15 |
| #14355 | Merging Production into core_app_staging | ApexChat.Core/Managers | 2025-08-13 |
| #14339 | Production into 5.7 | ApexChat.Core/Managers | 2025-08-08 |
| #14332 | Task/AI-CallConnectNumberLogic | ApexChat.Core/Managers | 2025-08-06 |
| #14331 | Task/ai 382 beta select call connect number based on custom logic defined | ApexChat.Core/Managers | 2025-08-05 |
| #14327 | Task/AI-382 call connect number logic | ApexChat.Core/Managers | 2025-08-04 |
| #14326 | Task/UIUX-3065-Difference-in-Inbound-Quick-Stat | ApexChat.Core/Managers | 2025-08-01 |
| #14324 | Azure webapi develop into Azure webapi-staging 4.6 | ApexChat.Core/Managers | 2025-07-31 |
| #14320 | Bug/UIUX-3016-KNRlegalOR-retainer-analytics-aren't-correct | ApexChat.Core/Managers | 2025-07-31 |
| #14313 | Production into stage | ApexChat.Core/Managers | 2025-07-30 |
| #14309 | Azure webapi beta | ApexChat.Core/Managers | 2025-07-28 |
| #14308 | Bug/CHAT-17312_Vendormax_Admin_Users_are_not_able_to_create_a_VOICE_A… | ApexChat.Core/Managers | 2025-07-28 |
| #14302 | Azure webapi beta into beta | ApexChat.Core/Managers | 2025-07-24 |
Chat Voice Call Recording Integration
2 PRs## Overview
The Chat Voice Call Recording Integration enables the system to retrieve and process voice call recording URLs for integration into lead voice history. This capability facilitates the centralized storage and accessibility of call transcripts and metadata within the CRM framework.
## System Flow
When a request for a voice recording URL is initiated, the system utilizes a MassTransit consumer to interface with the `VoiceManager`. The system fetches the recording URL associated with a specific `CallId` and returns it to the requester. Error handling is implemented to capture failures during the retrieval process and return structured error details.
## Error Handling and Constraints
- The system uses `ApexFlows.Core.Contracts.Messaging.ExtensionMethods` to map exceptions to error details via `ToErrorDetails`.
- The `GetVoiceCallRecordingUrlConsumer` logs information and error e…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14307 | Task/crmf 4188 be crmf append the call transcript and metadata to the existing lead's voice history. new | ApexChat.Web/MessagingConsumers | 2025-07-28 |
| #14305 | Task/CRMF-4192 _crmf-4188 be crmf append the call transcript and metadata to the existing lead's voice history | ApexChat.Web | 2025-07-25 |
Chat Web Widget Configuration: Pre-Chat and Video Greet Invitation Handling
1 PR## Capability Overview
This capability manages the state transition logic for chat invitations within the ApexChat web widget. It specifically ensures that the widget correctly identifies the origin of a chat initiation when a video greeting is configured, preventing incorrect state assignment when the video greeting is not actively displayed.
## User/System Flow
1. A user interacts with the chat widget.
2. The system checks if `videoGreet` is enabled in the widget options.
3. If enabled, the system verifies if the `#apexchat_video_greet_invitation_wrapper` element is present in the DOM and currently visible (`display == 'block'`).
4. If the video greeting is visible, the chat initiation origin is set to `ApexChat.WidgetTypes.VideoGreetInvitation`.
5. If the video greeting is not visible, the system defaults the origin to `ApexChat.WidgetTypes.PreChat`.
6. The widget state is updated to…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13236 | Feature/4_9_6_1_Bug_CHAT-16259_PreChat_Bubble_Should_Disappear | ApexChat.Web/scripts | 2024-12-10 |
Chat Web Widget Infrastructure Documentation Update
20 PRs## Overview
The Chat Web Widget Infrastructure manages real-time communication streams, dashboard analytics data retrieval, file handling, and pre-chat UI rendering. It ensures robust connectivity, cross-domain security, and optimized data pathways.
## Real-Time Connectivity
The system utilizes the `fm.websync.client` for WebSocket-based communication. The client dynamically resolves the request URL by prioritizing `window.ApexChatBaseStreamUrl`, falling back to `ApexChatBaseUrl` if undefined.
## Analytics Data Retrieval
The `StatsManager` supports optimized fetching of `TotalChats` and `TotalLeads`. The VoiceAI API supports advanced filtering, sorting, and pagination for agent and call log data via `VoiceAIManager`.
## File Handling
The `ExtChatRoom` component validates file attachments. If a file is marked as `isDeleted`, the UI disables the download functionality and displays an er…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15330 | Prod into Beta | ApexChat.Web/scripts | 2026-04-21 |
| #15333 | localiQ-stream-url-fix-for-websocket-connections | ApexChat.Web/scripts | 2026-04-16 |
| #14948 | Core app staging into beta | ApexChat.Web/scripts | 2025-12-23 |
| #14417 | Bug/CHAT-17060_resize-prechat-bubble-for-main | ApexChat.Web/scripts | 2025-09-03 |
| #14392 | added cors for apexfeature1 | ApexChat.Web | 2025-08-28 |
| #14294 | Core app staging into beta | ApexChat.Web/themes | 2025-07-24 |
| #14292 | Bug/CHAT-17334_chatbar-ellipses-on-legacy | ApexChat.Web/themes | 2025-07-24 |
| #14279 | Beta | ApexChat.Core/Managers | 2025-07-23 |
| #14278 | Core app staging into beta | ApexChat.Core/Managers | 2025-07-23 |
| #14277 | Feature/5.6 into stage | ApexChat.Core/Managers | 2025-07-22 |
| #14266 | Bug/CHAT-17299_margin-issue-on-legacy | ApexChat.Web/scripts | 2025-07-22 |
| #14244 | Bug/CHAT-17322_transfer-to-live-agent-breaking-with-mc | ApexChat.Web/scripts | 2025-07-17 |
| #14243 | Feature/5.6 into stage | ApexChat.Web/scripts | 2025-07-16 |
| #14219 | WebAPI-Beta into Production | ApexChat.Core/Enums | 2025-07-11 |
| #14150 | CHAT-17276_ipad-mini-dom-alignment-issue_beta | ApexChat.Web/scripts | 2025-06-30 |
| #14149 | Bug/CHAT-16925_ipad-wrong-profile-detection-fix_beta | ApexChat.Web/scripts | 2025-06-30 |
| #14136 | Bug/CHAT-17276_condition-to-set-width-when-its-not-tablet | ApexChat.Web/scripts | 2025-06-26 |
| #14129 | Bug/CHAT-17276_ipad-mini-dom-alignment-issue | ApexChat.Web/scripts | 2025-06-25 |
| #14102 | Merging Production into RAG_1.1 | ApexChat.Core/Enums | 2025-06-12 |
| #14100 | Task/chat 17257 reduce web to conversion last system message | ApexChat.Web/scripts | 2025-06-12 |
Chat Web Widget Infrastructure Enhancements
9 PRs## Overview
This update introduces improvements to the chat web widget infrastructure, focusing on automated provisioning logic, database view updates for multi-language profile management, and enhanced legal compliance messaging in onboarding communications.
## Provisioning and Voice Form Logic
The provisioning system for voice services has been updated to include automated tier selection logic within the `VoiceForm.js` component. When a price tier is initialized at 0, the system now automatically evaluates the `tierOptionProvider`, `monthlyMin`, and `pricePerMinute` values to assign a default tier (1 or 2) if applicable. Additionally, input validation for voice provisioning notes has been hardened to prevent errors when notes are null.
## Database and Multi-Language Support
Database views `vwGetProfileTexts` and `vwProfileTextsByLanguage` have been updated to include comprehensive ma…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14097 | Beta | ApexChat.Core/Enums | 2025-06-11 |
| #14096 | Bugs/chat 17256 chat to text field rejects valid phone numbers | ApexChat.Web/scripts | 2025-06-11 |
| #13821 | Production | ApexChat.Web/scripts | 2025-04-08 |
| #13819 | Beta | ApexChat.Web/scripts | 2025-04-07 |
| #13741 | Beta | ApexChat.Web/scripts | 2025-03-10 |
| #13723 | Feature/5.1 | ApexChat.Web/scripts | 2025-03-05 |
| #13692 | Feature/widget improvement Stage | ApexChat.Core/Managers | 2025-02-28 |
| #13680 | Feature/widget improvement into Stage | ApexChat.Database/ApexChat | 2025-02-25 |
| #13653 | Beta | ApexChat.Web/scripts | 2025-02-21 |
Chat Web Widget Infrastructure Enhancements
7 PRs## Overview
This update introduces refinements to the ApexChat web widget infrastructure, specifically targeting layout positioning for pre-chat invitations and visual consistency for the chat bar component across different devices.
## Pre-Chat Invitation Positioning
The system now supports a configurable bottom margin for pre-chat invitations. When `preChatMarginFromBottom` is defined in the model, the widget dynamically calculates the `marginBottom` for the `apexchat_prechat_invitation_wrapper` element. This calculation accounts for both the custom margin and the height of the parent chat bar, ensuring that the invitation does not overlap with the chat bar when positioned at the bottom of the viewport.
## Chat Bar Visual Adjustments
Visual updates have been applied to the chat bar to improve rendering, particularly on iOS Safari. Key changes include:
- Adjusting the height of dynamic…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14202 | Beta into production | ApexChat.Web/scripts | 2025-07-09 |
| #14190 | Bug/CHAT-17302_prechat-margin-issue-with-CB-bottom | ApexChat.Web/scripts | 2025-07-08 |
| #14189 | Bug/CHAT-17302_prechat-margin-issue-with-CB-bottom | ApexChat.Web/scripts | 2025-07-08 |
| #14179 | Beta into production | ApexChat.Web/scripts | 2025-07-04 |
| #14178 | Bug/CHAT-17293_prechat-settings-margin-bottom_beta | ApexChat.Web/scripts | 2025-07-04 |
| #14176 | Beta into production | ApexChat.Web/themes | 2025-07-04 |
| #14173 | Bug/CHAT-17294_rd-chatbar-distorted-ios-safari | ApexChat.Web/themes | 2025-07-03 |
Chat Web Widget Infrastructure: Poke Message and Lead Management Enhancements
6 PRs## Overview
This update migrates poke message scheduling logic from the server-side to the client-side, providing more granular control over visitor engagement. Additionally, it refines the agent dashboard's lead management interface, specifically regarding phone number handling and validation.
## Poke Message Infrastructure
The chat widget now manages poke message jobs locally on the client. The `ApexChat.PokeMessageJob` handles the lifecycle of these messages, including starting, stopping, and resetting timers based on user activity (clicks, scrolls, inputs, or keyups).
- **Lifecycle Management**: Poke jobs are initialized upon chat room loading and are automatically stopped when a chat ends or when the visitor is identified as a non-visitor participant.
- **Activity Detection**: The system resets the poke timer when user activity is detected within the widget, ensuring pokes are no…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15089 | Feature/CHAT-17475_moved-poke-logic-to-client | ApexChat.Web/scripts | 2026-02-03 |
| #15086 | Revert "Task/revert-select-phone-number-changes" | ApexChat.Web/scripts | 2026-01-29 |
| #15084 | Feature/5.12 into stages | ApexChat.Web/scripts | 2026-01-28 |
| #15083 | Task/revert-select-phone-number-changes | ApexChat.Web/scripts | 2026-01-28 |
| #15079 | Feature/5.12 into stages | ApexChat.Web/scripts | 2026-01-27 |
| #15063 | Feature/5.12 into stage | ApexChat.Web/scripts | 2026-01-22 |
Chat Web Widget UI Customization and Interaction Handling
4 PRs## Overview
This feature area covers improvements to the chat web widget's UI responsiveness and the handling of specific question types, particularly date and time selection. It ensures that data submitted via the widget is correctly formatted and that the UI layout remains stable across different column configurations.
## Date and Time Question Handling
The system now includes specific logic for `TimeCalendar` question types. When a user interacts with a date/time selection, the widget performs the following:
- **Data Sanitization**: Selected items are trimmed of whitespace and serialized into a JSON array string before being stored in `textContactInfo`.
- **State Management**: The `questionTypeChatLogIdToBeUpdated` property is explicitly removed for `TimeCalendar` interactions to prevent potential state conflicts during the submission process.
## UI Layout Adjustments
Updates to the…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13883 | Bug/CHAT-17167_QT-Date-time | ApexChat.Web/scripts | 2025-04-24 |
| #13881 | Bug/CHAT-17167_date-time-qt-fix | ApexChat.Web/scripts | 2025-04-24 |
| #13880 | stage | ApexChat.Web/themes | 2025-04-24 |
| #13879 | Bug/CHAT-17170_chatbar-no-ellipses-with-single-tab | ApexChat.Web/themes | 2025-04-24 |
Chat, SMS, and Telephony Provider Documentation Update
18 PRs## Overview
The Chat, SMS, and Telephony provider subsystem manages communication channels, specifically handling Twilio and Bandwidth integrations. It facilitates SMS message processing, number verification, request validation, CRM-specific telephony provisioning, real-time verification status tracking, URL shortening services, and AI-driven conversation management for web-to-SMS transfers.
## System Flow
1. **Request Reception**: Incoming SMS requests are received and processed via `GetApexRequestUnvalidated` to handle potential markup.
2. **Data Sanitization**: SMS bodies are HTML-encoded to prevent XSS.
3. **Chat Handling**: `SMSChatHandler` processes the sanitized data. If a Web-to-SMS transfer is initiated, the system completes the transfer and triggers an AI conversation update.
4. **Provisioning & Verification**: The system supports CRM appointment telephony, including purchasin…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15370 | Bug/CRMF-5250 Incorrect Twilio Number Status | ApexChat.Core/ThirdParty | 2026-04-29 |
| #15364 | Beta into staging | ApexChat.Core/Managers | 2026-04-28 |
| #15363 | Core app staging into Beta | ApexChat.Core/Providers | 2026-04-28 |
| #15358 | fix html in sms error | ApexChat.Core/Managers | 2026-04-27 |
| #15299 | Task/TwillioNumberVerificationErrorDisplay | ApexChat.Core/ThirdParty | 2026-04-03 |
| #15266 | Bug/CRMF-5250 Incorrect Twilio Number Status & Missing Email | ApexChat.Core/ThirdParty | 2026-03-27 |
| #15221 | Core app staging into beta | ApexChat.Core/ThirdParty | 2026-03-16 |
| #15218 | Use the tech support email address for the notification email | ApexChat.Core/ThirdParty | 2026-03-13 |
| #15024 | Feature/crmf into stages | ApexChat.Core/ThirdParty | 2026-01-07 |
| #15022 | Task/CRMF-4967 Handle Twilio Phone Number Statuses | ApexChat.Core/ThirdParty | 2026-01-06 |
| #15021 | Task/CRMF-4967 Handle Twilio Phone Number Status | ApexChat.Core/ThirdParty | 2026-01-06 |
| #15013 | Task/CRMF-4967 Handle Twilio Phone | ApexChat.Web/Services | 2026-01-05 |
| #15002 | Task/CRMF-4967 Handle Twilio Phone Number Statuses | ApexChat.Core/Models | 2026-01-02 |
| #14790 | Task/CRMF-4662 CLONE for URL Shortener | ApexChat.Core/Managers | 2025-12-02 |
| #14639 | Task/CRMF-4733 Purchase a phone number for the legacy API | ApexChat.Core/ThirdParty | 2025-11-03 |
| #14111 | Convert Web to sms in AI | ApexChat.Core/Managers | 2025-06-18 |
| #14109 | Task/ai rag 1.1 send text transfer message to ai | ApexChat.Core/Managers | 2025-06-17 |
| #13955 | Feature/5.4 Stage | ApexChat.Core/ThirdParty | 2025-05-15 |
chat_core_engine_smarthub_integration
12 PRs## Overview
The SmartHub integration capability introduces a structured framework for managing company-specific features and usage-based billing within the ApexChat ecosystem. This integration allows for the configuration of feature limits, such as user count restrictions, and provides a mechanism for tracking and canonicalizing billable usage events. Recent updates have expanded the billing logic to support specific Voice AI overage calculations and improved SSO provider management.
## System Flow
1. **Configuration**: Administrators define SmartHub features via the `FeatureManager`. Features are validated for uniqueness (excluding deleted records) and persisted with specific metadata, including `IsSmartHubFeature` flags.
2. **Feature Enforcement**: The system tracks `CompanySetting` entities, which now include `UserLimitEnabled` and `NumberOfUsersAllowed` fields to enforce account-lev…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15536 | Beta into production | ApexChat.Core/Providers | 2026-08-04 |
| #15520 | SmartHub WebApi Beta into Production | ApexChat.Core/Managers | 2026-07-26 |
| #15519 | SmartHub Beta into Production | ApexChat.Core/Managers | 2026-07-26 |
| #15513 | Beta tinto webapi | ApexChat.Web | 2026-07-22 |
| #15512 | Core app staging into beta | ApexChat.Web | 2026-07-22 |
| #15509 | fix nuget version | ApexChat.Web | 2026-07-22 |
| #15508 | Task/crmf fix nuget version | ApexChat.Web | 2026-07-21 |
| #15504 | Beta into webapi beta | ApexChat.Core/Managers | 2026-07-20 |
| #15503 | Azure webapi staging into webapi beta | ApexChat.Core/Managers | 2026-07-20 |
| #15502 | Core app staging into webapi | ApexChat.Core/Managers | 2026-07-20 |
| #15484 | Crm flows configuration event removed | ApexChat.Core/Managers | 2026-07-07 |
| #15441 | BetaintoAI-3.7Legacy | ApexChat.Database | 2026-06-06 |
Chatbot Language Transfer Capability
1 PR## Overview
The Chatbot Language Transfer capability allows the system to programmatically reconfigure a chat session's language settings during an active conversation. This feature enables a seamless transition when a chatbot identifies that a user requires support in a different language, updating the chat metadata and notifying participants accordingly.
## Workflow
1. **Request Initiation**: A request is triggered via the `ChatbotLanguageTransferRequest` service endpoint, providing the `chatId` and the target language.
2. **System Notification**: The system sends an initial message to the chat informing the user that the transfer is in progress.
3. **Language Resolution**: The system resolves the provided display name to a three-letter ISO language code.
4. **Transfer Execution**: The `ChatbotLanguageTransfer` handler updates the `Chat` object with the new language, sets the transfer…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14353 | Feature/ai 32 chatbot multi lang implementation | ApexChat.Core/ChatTransferring | 2025-08-13 |
Chatbot Workflow Engine and AI Conversation Updates
20 PRs## Overview
The Chatbot Workflow Engine supports explicit workflow versioning, cache management, and AI-driven document-based generation. Recent updates have expanded the AI conversation capabilities, including phone verification via OTP, enhanced chatbot provisioning, and new configuration options for business-to-visitor communication.
## Workflow Management
- **API Integration**: New endpoints under `api/v1/chat-flows` allow for the creation, retrieval, and updating of chatbot flows using `CreateChatbotChatFlowDTO` and `UpdateChatbotChatFlowDTO`.
- **Data Persistence**: Workflows are stored in the `[AI].[ChatbotChatFlows]` table, tracking `NodesJson`, `EdgesJson`, and audit metadata.
- **Bot Types**: The system supports `CustomChatFlowBased` and `Autopilot` modes.
## AI-Driven Workflow Generation
- **Document Support**: `ChatbotChatFlowManager` supports generating workflows from atta…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15412 | Task/AI-692 Add default constraints | ApexChat.Database/ApexChat | 2026-05-13 |
| #15395 | Task/AI-692 Add WorkflowType column to ChatFlows and ChatFlowHistory | Lib/Internal | 2026-05-06 |
| #15380 | GreetScriptbotChat after log on scriptbot enabled | ApexChat.Core/Managers | 2026-05-04 |
| #15375 | Bug/SmsScriptBotEnabledGreetingMessage | ApexChat.Core/Managers | 2026-05-03 |
| #15372 | Staging Sync | ApexChat.Core/Data | 2026-04-30 |
| #15352 | Core app staging | ApexChat.Core/Managers | 2026-04-23 |
| #15346 | Bug/ai 688 workflow greeting message not updating on visitor | ApexChat.Core/Managers | 2026-04-23 |
| #15347 | Task/prod into staging | ApexChat.Core/Data | 2026-04-22 |
| #15343 | Production into Feature/crmf | ApexChat.Core/Data | 2026-04-21 |
| #15268 | Task/ai 615 workflow from ai to accept documents 2 | ApexChat.Core/Managers | 2026-03-27 |
| #15214 | TASK/AI-644_UserNameDisplayinWFhistory | ApexChat.Core/DTOs | 2026-03-13 |
| #14999 | Prod into feature | ApexChat.Core/Data | 2026-01-02 |
| #14657 | Task/ChatBot-WorkFlow Remove ChatFlowType column | ApexChat.Database | 2025-11-04 |
| #14656 | Task/ChatBot-WorkFlow Remove ChatFlowType column | ApexChat.Database | 2025-11-04 |
| #14650 | Task/ChatBot-WorkFlow Integrate ChatbotChatFlow endpoints | Lib/Internal | 2025-11-04 |
| #14648 | Task/AI-Q4-3.5 Create ChatbotChatFlows table | ApexChat.Database/ApexChat | 2025-10-31 |
| #13988 | Task/000-PRMerge-Test-into-Staging-3.1 | ApexChat.Core/Managers | 2025-05-21 |
| #13974 | Corestage | ApexChat.Core/Managers | 2025-05-20 |
| #13957 | Feature/5.4 stage | ApexChat.Core/Managers | 2025-05-15 |
| #13937 | Task/ai 107 phone validation with otp | ApexChat.Web/Handlers | 2025-05-12 |
Chatbot Workflow Engine Management
5 PRs## Overview
The Chatbot Workflow Engine provides a set of management capabilities for AI-generated chatbot flows. It allows for the programmatic generation, enabling, disabling, and deletion of chat flows associated with specific bot identifiers. The system integrates with an internal AI conversation API to handle these lifecycle operations.
## Workflow Management
The engine exposes RESTful endpoints to manage the state of chatbot flows:
- **Generation**: Triggers the creation of a new chat flow based on a provided `botId`.
- **Lifecycle Control**: Provides endpoints to enable, disable, or delete existing flows.
- **Data Handling**: The system returns `ChatbotChatFlowBO` objects, ensuring that generated workflows are returned to the caller for immediate use or display.
## Error Handling
All operations are wrapped in `try-catch` blocks within the `ChatbotChatFlowManager`. Exceptions enc…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15117 | return generated workflow | ApexChat.Core/Managers | 2026-02-06 |
| #15115 | AI-587 AI-generated workflow auto-saves | Lib/Internal | 2026-02-06 |
| #15107 | Beta into prod | Lib/Internal | 2026-02-04 |
| #15096 | Feature/ai 3.6 to beta | Lib/Internal | 2026-02-03 |
| #15072 | Task/AI-528,AI-548_API_client_Changes | Lib/Internal | 2026-01-26 |
Chatbot Workflow History and Greeting Management
3 PRs## Overview
The Chatbot Workflow History and Greeting Management capability provides infrastructure for versioning chatbot conversational flows and managing multi-option greeting messages. This system allows developers to track changes to workflow nodes and edges, ensuring that updates to chatbot logic are preserved with associated notes.
## Workflow History
The system captures snapshots of chatbot workflows (nodes and edges) whenever a flow is created or updated. When a `VersionNote` is provided during a create or update operation, the system automatically triggers a background save to the `ChatbotChatFlowsHistory` table.
### Key Features
- **Versioning:** Tracks historical states of chatbot flows via `ChatbotChatFlowsHistory`.
- **Greeting Management:** Supports storage of multiple greeting messages and associated options per workflow via the `WorkflowGreetingMessages` and `Workflow…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15120 | TASK/AI-590-Ability-to-save-multiple-workflow-greeting-messages | ApexChat.Database | 2026-03-02 |
| #15155 | Task/AI-589 Workflow history client generation | Lib/Internal | 2026-02-23 |
| #15139 | TASK/AI-589-Workflow-History-Versioning | ApexChat.Core/DTOs | 2026-02-23 |
Company Management and SmartHub Feature Configuration
4 PRs## Overview
This feature set introduces enhanced company management capabilities, specifically focusing on user limit enforcement and the integration of SmartHub features. It provides administrators with the ability to define specific operational constraints and feature sets at the company level.
## User Limit Enforcement
Administrators can now enable a 'User Limit' for a company. When enabled, the system enforces a maximum number of allowed active users.
- **Validation**: If a user attempts to add a new user when the limit is reached, the system throws an `ArgumentException`.
- **Constraint**: When updating company settings, the system prevents setting the allowed user count to a value lower than the current number of active users.
- **UI**: A new spinner field is available in the company management interface to set the allowed user limit, which is hidden by default unless the 'Enable…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15303 | Feature/crmf 4.0 into Feature/crmf | ApexChat.Core/Data | 2026-04-06 |
| #15301 | Task/crmf 5142 enable user limit per company | ApexChat.Web/scripts | 2026-04-03 |
| #15255 | Task_CRMF-5247-SmarthubFeatures company featuers | ApexChat.Core/Data | 2026-04-03 |
| #15288 | CRMF-4907 CRM configure button get dissappear if user configure in past and then disable it | ApexChat.Web/scripts | 2026-04-01 |
CRM Appointment SMS Telephony Integration
1 PR## Overview
This feature introduces a dedicated workflow for purchasing and configuring SMS phone numbers specifically for CRM appointment scheduling. It extends the existing telephony provider infrastructure to support automated provisioning and webhook integration for inbound appointment-related SMS traffic.
## System Flow
1. The system initiates a request to purchase a phone number via the `ISmsProvider` interface using the `BuySmsNumberForCrmAppointment` method.
2. The `TwilioSmsProvider` implementation searches for available US-based local or toll-free numbers.
3. The system retrieves the `AppointmentWebhookUrl` from the application configuration to facilitate inbound messaging routing.
## Configuration
A new configuration key, `AppointmentWebhookUrl`, has been added across all environment files (Azure, Beta, Development, Production, Staging) to define the endpoint for inbound app…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15111 | Task/CRMF-5141 Add the webhook URL to Twilio | ApexChat.Web/config | 2026-02-04 |
Device Detection and Tablet Identification Logic
2 PRs## Overview
The device detection subsystem identifies user hardware profiles to optimize the delivery of chat interfaces. The system distinguishes between mobile devices, tablets, and desktop environments to ensure appropriate UI rendering and script loading.
## Device Identification Logic
The system utilizes `navigator.userAgent` and feature detection to categorize devices:
- **iPad Detection**: Specifically targets iPad devices, including iPadOS 13+ which identifies as 'Macintosh' by checking for the presence of the `ontouchend` event.
- **Android Tablet Detection**: Identifies Android devices that do not contain the 'mobile' string in their user agent.
- **Other Tablets**: Uses regex patterns to identify Kindle, Playbook, and Windows-based touch tablets.
- **Mobile Detection**: Uses a comprehensive regex list to identify standard mobile handsets, with a fallback check for screen widt…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14122 | Bug/CHAT-16925_ipad-wrong-profile-detection-fix | ApexChat.Web/scripts | 2025-06-23 |
| #14118 | Bug/CHAT-16925_ipad-wrong-profile-detection-fix | ApexChat.Web/scripts | 2025-06-20 |
Facebook AI Integration and Messaging Enhancements
1 PR## Overview
The Facebook AI integration capability enables robust handling of Facebook Messenger interactions within the ApexChat platform. This update ensures that automated AI responses and system messages are correctly routed, deduplicated, and processed asynchronously.
## System Flow
1. **Message Reception**: Incoming Facebook webhooks are processed via `FacebookHandler`, which now utilizes `HttpTaskAsyncHandler` to handle requests asynchronously.
2. **Validation and Echo Suppression**: The system validates incoming data and suppresses echo messages (messages sent by the platform itself) by comparing the `appId` against the stored `FacebookAppId` and checking for configured greeting text.
3. **Chat Routing**: Messages are assigned to existing chat rooms. The system prevents duplicate log entries by checking existing `ChatLog` records based on message content and creation time.
4. **…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14895 | Feature/FacebookAI | ApexChat.Core/Managers | 2025-12-17 |
Facebook Chat Integration Documentation
10 PRs## Overview
The Facebook Chat integration facilitates communication between agents and Facebook Messenger users. The system utilizes the Facebook Graph API (v23.0) for all communication, authentication, and page management. Integration errors are surfaced directly in the UI to assist with troubleshooting.
## System Flow
1. Incoming webhooks are processed asynchronously via `FacebookHandler` (using `HttpTaskAsyncHandler`).
2. The `FacebookManager` validates incoming data. Echo detection now includes both `appId` verification and comparison against configured `FacebookChatGreetingText` to prevent redundant processing.
3. Valid messages are assigned to chat rooms via `ChatManager`.
4. When an agent sends a message, `FacebookChatProvider` transmits the content via `FacebookManager.SendMessage`, including optional metadata.
5. AI-driven chat responses are filtered to prevent sending automate…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15516 | Merge pull request #15515 from apexchat/beta | — | 2026-07-23 |
| #15515 | Beta | ApexChat.Web/config | 2026-07-23 |
| #15494 | add error logs to facebook warning message | ApexChat.Web/Pages | 2026-07-13 |
| #14785 | stages into 5.9 | ApexChat.Core/Managers | 2025-12-01 |
| #14718 | Task/CRMF-4784-Update-CRM-URL-Prod | ApexChat.Core/Managers | 2025-11-18 |
| #14713 | Feature/FacebookAI | ApexChat.Core/Managers | 2025-11-14 |
| #14712 | Feature/FacebookAI | ApexChat.Core/Managers | 2025-11-14 |
| #14711 | Revert "Integrate AI Chatbot into Facebook Chats" | ApexChat.Core/Managers | 2025-11-14 |
| #14683 | Integrate AI Chatbot into Facebook Chats | ApexChat.Core/Managers | 2025-11-13 |
| #14335 | Bug/UIUX-3070 Blank Page Appears After Saving Facebook Integration | Lib/Internal | 2025-08-06 |
Nylas V3 Appointment Scheduling Integration
85 PRs## Overview
This capability integrates the Nylas V3 scheduling service into the ApexChat platform, enabling automated appointment page creation, sales representative association, and robust error handling for API interactions.
## System Flow
1. **Scheduling Page Creation**: When a scheduling page is created or updated, the system generates a unique slug by appending a millisecond-precision Unix timestamp to the page name to ensure uniqueness.
2. **Nylas Integration**: The system utilizes a `NylasV3GrantId` to authenticate and associate sales representatives with scheduling pages.
3. **Resilience**: During the provisioning of a Nylas scheduling page, the system enforces a 7-second initial delay followed by a retry policy (up to 3 attempts) to handle potential authentication or API latency issues.
## Error Handling and Constraints
- **Retry Policy**: The `NylasPolicy` handles exceptions…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14138 | handle appointment fields | ApexChat.Core/Managers | 2025-06-26 |
| #14137 | Task/chat 17176 support appointment time and page name in subject | ApexChat.Core/Managers | 2025-06-26 |
| #13731 | Bug/chat 17025 appointments are not getting booked | ApexChat.Web/Pages | 2025-03-06 |
| #13728 | Corestage | ApexChat.Web/Pages | 2025-03-05 |
| #13666 | Task/bug fixes merge prod | ApexChat.Core/DTOs | 2025-03-03 |
| #13649 | added nylas placeholder for beta config | ApexChat.Web/config | 2025-02-20 |
| #13646 | update NylasClientId NylasTargetUrl | ApexChat.Web/config | 2025-02-20 |
| #13643 | Task/widget improvement merge production | ApexChat.Core/DTOs | 2025-02-20 |
| #13581 | Production into CRMF | ApexChat.Core/DTOs | 2025-02-11 |
| #13576 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/DTOs | 2025-02-10 |
| #13568 | Prod to ConversationalAI | ApexChat.Web/Pages | 2025-02-10 |
| #13542 | Bug/CHAT-16816__Appointment_page_white_space_issue | ApexChat.Web/Pages | 2025-02-04 |
| #13539 | merge production into 5.1 | ApexChat.Web/Pages | 2025-02-04 |
| #13500 | Production | ApexChat.Web/Pages | 2025-01-27 |
| #13499 | Feature/4.9.9 | ApexChat.Web/Pages | 2025-01-27 |
| #13493 | Production | ApexChat.Web/Pages | 2025-01-24 |
| #13492 | Beta | ApexChat.Web/Pages | 2025-01-24 |
| #13473 | Production | ApexChat.AppointmentScheduler | 2025-01-22 |
| #13472 | Beta | ApexChat.AppointmentScheduler | 2025-01-22 |
| #13468 | Feature/4_9_9_Bug_CHAT-16746_Appointment_Page_Timezone_Dropdown_Missing | ApexChat.AppointmentScheduler | 2025-01-21 |
| #13465 | Feature/4_9_9_Bug_CHAT-16590_Provisioning_SalesRep_Server_Timeout_Error | ApexChat.Core/Managers | 2025-01-21 |
| #13463 | Production | ApexChat.Core/Managers | 2025-01-21 |
| #13462 | Feature/4.9.9 into Beta | ApexChat.Core/Managers | 2025-01-21 |
| #13458 | Feature/4_9_9_Bug_CHAT-16747_Rescheduling_Issue_With_Reminder | ApexChat.Core/Managers | 2025-01-20 |
| #13454 | Feature/4_9_9_Task_CHAT-16224_Reminder_Signature_Verification_Logs | ApexChat.Web/Services | 2025-01-20 |
| #13453 | Feature/4_9_9_Task_CHAT-16224_Reminder_Signature_Verification_Logs | ApexChat.Core | 2025-01-17 |
| #13451 | Feature/4_9_9_Task_CHAT-16224_Reminder_Signature_Verification_Logs | ApexChat.Web/Services | 2025-01-17 |
| #13448 | Feature/4_9_9_Task_CHAT-16224_Reminder_Signature_Verification | ApexChat.Web/Services | 2025-01-17 |
| #13443 | Production-2.9.9 | ApexChat.Core/Data | 2025-01-16 |
| #13442 | WebAPI Beta | ApexChat.Core/Data | 2025-01-16 |
| #13439 | Feature/4.9.9 (Stage) into Beta | ApexChat.Core/Data | 2025-01-16 |
| #13429 | Feature/4.9.6.1 | ApexChat.Web/Templates | 2025-01-15 |
| #13412 | Feature/4.9.6.1 | ApexChat.Core/Managers | 2025-01-12 |
| #13400 | Feature/4.9.6.1 | ApexChat.AppointmentScheduler/Models | 2025-01-09 |
| #13397 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-09 |
| #13396 | Feature/4_9_6_1_Bug_CHAT-16685_Incorrect_Data_Reminder_Of_Rescheduled_Meetings | ApexChat.Core/Managers | 2025-01-09 |
| #13395 | Feature/4.9.6.1 | ApexChat.Web/Pages | 2025-01-09 |
| #13392 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-08 |
| #13391 | Feature/4_9_6_1_Bug_CHAT-16685_Incorrect_Data_Reminder_Of_Rescheduled_Meetings | ApexChat.Core/Managers | 2025-01-08 |
| #13368 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-06 |
| #13367 | Feature/4_9_6_1_Bug_CHAT-16667_Reminder_Saving_Error_Fix | ApexChat.Core/Managers | 2025-01-06 |
| #13365 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.AppointmentScheduler | 2025-01-06 |
| #13364 | Feature/4_9_6_1_Bug_CHAT-16668_Unable_to_Remove_Scheduling_Page | ApexChat.AppointmentScheduler | 2025-01-06 |
| #13362 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-06 |
| #13361 | Update variable name | ApexChat.Core/Managers | 2025-01-06 |
| #13360 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-06 |
| #13359 | Feature/4_9_6_1_Bug_CHAT-16667_Reminder_Saving_Error | ApexChat.Core/Managers | 2025-01-06 |
| #13349 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-03 |
| #13348 | Feature/4_9_6_1_Bug_CHAT-16663_Lead_Sending_Issue | ApexChat.Core/Managers | 2025-01-03 |
| #13345 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Extensions | 2025-01-03 |
| #13344 | Feature/4_9_6_1_Bug_CHAT-16660_Add_Canada_Missing_TimeZone | ApexChat.Core/Extensions | 2025-01-03 |
| #13337 | Merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-01 |
| #13336 | Feature/4_9_6_1_Bug_CHAT-16653_Reminder_TimeZone_Issue | ApexChat.Core/Managers | 2025-01-01 |
| #13333 | Feature/4.9.6.1 | ApexChat.AppointmentScheduler/Models | 2025-01-01 |
| #13331 | Feature/4.9.6.1 | ApexChat.AppointmentScheduler | 2025-01-01 |
| #13325 | Feature/4.9.6.1 | ApexChat.Core/Data | 2024-12-31 |
| #13323 | Feature/4.9.6.1 | ApexChat.Core/Extensions | 2024-12-31 |
| #13321 | Feature/4.9.6.1 | ApexChat.Web/Templates | 2024-12-31 |
| #13314 | Feature/4.9.6.1 | ApexChat.AppointmentScheduler | 2024-12-27 |
| #13310 | Feature/4.9.6.1 | ApexChat.Web/Templates | 2024-12-26 |
| #13300 | Feature/4.9.6.1 | ApexChat.AppointmentScheduler | 2024-12-24 |
| #13296 | Feature/4.9.6.1 | ApexChat.AppointmentScheduler/Models | 2024-12-23 |
| #13290 | Task/ChangeNylasConfigV2 | ApexChat.Web/config | 2024-12-23 |
| #13286 | Feature/4_9_6_1_Bug_CHAT-16580_Misc_Email_Issues | ApexChat.Web/Templates | 2024-12-20 |
| #13283 | Task/change nylas config v2 | ApexChat.Web/config | 2024-12-20 |
| #13280 | Feature/4.9.6.1 | ApexChat.Core/Data | 2024-12-20 |
| #13279 | Feature/4_9_6_1_Bug_CHAT-16604_Outlook_Rep_Page_Not_Migrating_Company_After_Authorization | ApexChat.Core/Managers | 2024-12-19 |
| #13278 | Feature/4_9_6_1_Bug_CHAT-16582_Phone_Number_Address_Field_Not_Filled_For_Very_First_Page_Build_Issue | ApexChat.Web/Pages | 2024-12-19 |
| #13277 | Feature/4_9_6_1_Bug_CHAT-16582_Phone_Number_Address_Field_Not_Filled_For_Very_First_Page | ApexChat.Web/Pages | 2024-12-19 |
| #13273 | Merge_branch_production_into_Feature_4_9_6_1 | ApexChat.Core/Data | 2024-12-19 |
| #13265 | Feature/4_9_6_1_Bug_CHAT-16590_Provisioning_Representative_Server_Timeout_issue | ApexChat.Core/Managers | 2024-12-17 |
| #13261 | Feature/4_9_6_1_Bug_CHAT-16581_Resend_Appointment_Issue | ApexChat.Core/Managers | 2024-12-16 |
| #13256 | Feature/4_9_6_1_Bug_CHAT-16584_NYLAS_Unique_Slug_Fix | ApexChat.Core/Managers | 2024-12-16 |
| #13255 | Feature/4_9_6_1_Bug_CHAT-16584_NYLAS_Unique_Slug | ApexChat.Core/Managers | 2024-12-16 |
| #13245 | Revert "ChangeNylasConfigV2"" | ApexChat.Web/config | 2024-12-11 |
| #13244 | Task/ChangeV2Nylas2 | ApexChat.Web/config | 2024-12-11 |
| #13238 | Revert "ChangeNylasConfigV2" | ApexChat.Web/config | 2024-12-11 |
| #13234 | ChangeNylasConfigV2 | ApexChat.Web/config | 2024-12-10 |
| #13139 | Feature/4_9_6_1_Bug_CHAT-16443_Lead_Not_Sending | ApexChat.Core/Managers | 2024-11-15 |
| #13137 | Feature/4_9_6_1_Task_CHAT-16212_Hosted_Auth_Not_Working_Fix | ApexChat.AppointmentScheduler/Extensions | 2024-11-14 |
| #13107 | fix nylas auth issue for google | ApexChat.AppointmentScheduler/Interfaces | 2024-11-13 |
| #13110 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Fixes | ApexChat.AppointmentScheduler/Models | 2024-11-05 |
| #13108 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Event_Id_Adjustments | ApexChat.Core/Managers | 2024-11-04 |
| #13105 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_In_NYLAS_V3_Event_Id_Adjustments | ApexChat.Core/Data | 2024-11-04 |
| #13021 | Feature/4_9_8_Task_CHAT-16224_Reminder_In_NYLAS_V3 | ApexChat.AppointmentScheduler/Models | 2024-10-21 |
Portal Access Control: Communications Hub Manager Role
1 PR## Overview
The portal access control system has been updated to include a new security role: `CommunicationsHubManager`. This role is designed to manage communications-related features within the ApexChat platform.
## Role Implementation
The `CommunicationsHubManager` role is integrated into the system's role provider, ensuring that it is automatically provisioned for companies within the platform. The system now includes this role in the standard set of user permissions, allowing administrators to assign it to users to grant specific access rights associated with the Communications Hub.
## Configuration Updates
To support the functionality required by the Communications Hub, the system configuration files for Azure and Staging environments have been updated. The `AIConversationApiKey` is now parameterized (`#{AIConversationApiKey}#`), replacing the previous empty values. This change…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15644 | Task/crmf 6632 add new role communications hub manager | ApexChat.Web/config | 2026-09-17 |
Portal Appointment Scheduling Documentation Update
20 PRs## Overview
The Portal Appointment Scheduling capability provides a web-based interface for users to book, reschedule, and cancel appointments via the Nylas Scheduling component. The system is responsive, utilizing a grid-based layout. It supports voice-based appointment provisioning, email alias configuration, and migration to Nylas V3 API infrastructure. Recent updates include enhanced UI controls for the scheduler editor, improved cancellation workflows, and robust data handling for phone/address fields.
## System Flow
1. The user navigates to the Appointment Scheduler booking page.
2. The system renders the `nylas-scheduling` component within a `scheduling-wrapper` container.
3. CSS grid styling ensures the logo and scheduling component are centered; iframe heights are dynamically adjusted for booking/rescheduling pages.
4. Cross-origin requests are validated against a whitelist in…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13783 | Production | ApexChat.Web/Pages | 2025-03-18 |
| #13781 | Beta | ApexChat.Web/Pages | 2025-03-18 |
| #13773 | Bug/CHAT-17062_appointment-scheduling-page-on-phone | ApexChat.Web/Pages | 2025-03-17 |
| #13586 | Task/UIUX-2819-Add-section-for-Appointment-Setting | ApexChat.Core/DTOs | 2025-02-12 |
| #13561 | Task/UIUX-2819-Add-section-for-Appointment-Setting | ApexChat.Core/DTOs | 2025-02-07 |
| #13558 | Task/UIUX-2819-Add-section-for-Appointment-Setting | ApexChat.Core/DTOs | 2025-02-07 |
| #13537 | Story/CRMF-3546 Update Sender Name for Appointment | ApexChat.Core/Managers | 2025-02-04 |
| #13489 | Task/conversational ai merge prod | ApexChat.Core/Data | 2025-01-27 |
| #13484 | Feature/4.9.9 into Beta | ApexChat.Core/Extensions | 2025-01-23 |
| #13475 | Feature/4_9_9_Bug_CHAT-16750_Appointment_Page_Timezone_Issue_In_Chat_Lead_Tabs | ApexChat.Core/Extensions | 2025-01-22 |
| #13192 | Feature/4_9_6_1_Bug_CHAT-16512_Timezone_And_Language_UI_Fix | ApexChat.Web/Templates | 2024-11-29 |
| #13185 | Feature/4_9_6_1_Bug_CHAT-16513_hide_preview_And_Back_Button_In_Schedular_Editor | ApexChat.Web/Templates | 2024-11-28 |
| #13180 | Feature/4_9_6_1_Bug_CHAT-16501_Cancel_Booking_Page_Close_After_Cancellation | ApexChat.Web/Pages | 2024-11-27 |
| #13178 | Feature/4_9_6_1_Task_CHAT-16220_Cancel_Reason | ApexChat.Core/Models | 2024-11-27 |
| #13175 | Feature/4_9_6_1_Bug_CHAT-16492_Booking_ReScheduled_Page_Height | ApexChat.Web/Pages | 2024-11-26 |
| #13174 | Feature/4_9_6_1_Bug_CHAT-16489_Lead_Sending_Failed_When_Booking_ReScheduled | ApexChat.Web/Pages | 2024-11-26 |
| #13164 | Feature/4_9_6_1_Bug_CHAT-16453_White_Glove_Not_Working_For_Phone_and_Address_For_Sms | ApexChat.Core/Managers | 2024-11-21 |
| #13161 | Feature/4_9_6_1_Bug_CHAT-16453_White_Glove_Not_Working_For_Phone_and_Address | ApexChat.Core/Managers | 2024-11-20 |
| #13159 | Feature/4_9_6_1_Task_CHAT-16449_Add_provisioning_SalesRep_And_Page_For_V3_fix | ApexChat.Core/Managers | 2024-11-20 |
| #13157 | Feature/4_9_6_1_Task_CHAT-16449_Add_provisioning_SalesRep_And_Page_For_V3 | ApexChat.Core/Data | 2024-11-19 |
Portal Authentication and Security
2 PRs## Overview
This feature area encompasses improvements to user authentication flows and backend service reliability during company management operations. It ensures correct redirection for new users and robust data handling during company duplication processes.
## User and System Flows
### Welcome Email Redirection
When a new user is invited via SSO, the system generates a welcome email containing a password change link. The system now explicitly routes this link to the `/crm` path on the CRM subdomain to ensure users are directed to the dashboard rather than encountering a blank screen.
### Company Duplication
During the company duplication process, the system performs a series of operations including data cloning and billing field clearing. The service now includes a null-check validation before executing the `DuplicateCRMFlowData` method, ensuring that the operation only proceeds if…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13927 | Bug-CRMF-3825_Invite-link-redirection-results-in-blank-screen | ApexChat.Core/Managers | 2025-05-09 |
| #13921 | Bug/CRMF-3814 Error toast message appears when user changes | ApexChat.Web/Services | 2025-05-08 |
Portal Billing and Payment Processing Update
9 PRs## Overview
The portal billing and payment processing system has transitioned from legacy Stripe charge-based processing to a modern PaymentIntent-based workflow. This update improves payment security and compliance by leveraging Stripe's latest APIs, introducing a dedicated credit card session management page, and adding support for PaymentMethod objects.
## Payment Processing Flow
1. **Initialization**: The system retrieves Stripe configuration (API keys, public keys, and target URLs) from the application settings.
2. **Tokenization**: When a payment is initiated, the system tokenizes credit card information using the Stripe processor.
3. **Session Management**: The `CreditCardSession.aspx` page facilitates secure checkout sessions using the Stripe v3 JavaScript SDK, redirecting users to the Stripe-hosted checkout experience.
4. **Payment Execution**: The backend uses `CreateAndConfir…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12984 | Production into CRMF | ApexChat.Core/Data | 2024-10-14 |
| #12959 | Production | ApexChat.Resources | 2024-10-07 |
| #12755 | Task/update stripe to use payment intent | ApexChat.Resources | 2024-10-07 |
| #12953 | Beta | ApexChat.Core/DTOs | 2024-10-04 |
| #12952 | Stages | ApexChat.Core/DTOs | 2024-10-04 |
| #12942 | Merging WebAPI-Beta into Production Tag: 4.4 :tada: | ApexChat.Core/DTOs | 2024-10-03 |
| #12940 | Stages | ApexChat.Resources | 2024-10-02 |
| #12938 | Task/4.9.6.2 merge stripe | ApexChat.Resources | 2024-10-02 |
| #12928 | Task/stripe chat 16281 error appears on saving account | ApexChat.Core/Managers | 2024-10-01 |
Portal Billing and Pricing Documentation Update
7 PRs## Overview
The Portal Billing and Pricing system manages automated invoice generation, usage-based billing calculations, and reporting for ApexChat services. Recent updates improve the granularity of invoice reporting, refine voice usage calculations, introduce configuration options for direct streaming links, standardize database schema, and integrate new CRM portal connectivity and AI qualification metadata.
## Invoice Generation and Reporting
The system now supports more detailed invoice attachments by utilizing dedicated stored procedures (`GetInvoiceAttachmentVoiceInbox` and `GetInvoiceAttachmentVoiceRetainers`). These procedures aggregate voice call data and retainer information based on company mappings. Invoice line items now explicitly include the company key alongside the company name to improve identification in billing exports. Cross-database queries for invoice generation…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15356 | Beta | ApexChat.Core/Managers | 2026-04-30 |
| #15329 | Beta | ApexChat.Core/Managers | 2026-04-16 |
| #15323 | Beta | ApexChat.Database/ApexChat | 2026-04-11 |
| #15309 | fixed issues | ApexChat.Core/Managers | 2026-04-06 |
| #15308 | Need to add external table references in the Sp | ApexChat.Database/ApexChat | 2026-04-06 |
| #15302 | Task/chat 17879 voice minutes | ApexChat.Core/Data | 2026-04-06 |
| #13852 | Feature | ApexChat.Core/Managers | 2025-04-18 |
Portal Billing Management
11 PRs## Overview
The Portal Billing Management capability provides a centralized system for managing company invoices, payment methods, and billing-related permissions. It integrates with Stripe for payment processing and provides structured data access for billing information.
## System Flow
1. **Authorization**: Access to billing resources is gated by `BillingViewer`, `BillingManager`, or `SuperAdministrator` roles.
2. **Account Resolution**: The system resolves accounts associated with a company via either direct account-company mapping or host-based provisioning.
3. **Payment Method Retrieval**: The system fetches active credit card details, optionally synchronizing metadata (last 4 digits, card brand) directly from Stripe.
4. **Invoice Processing**: Invoices are retrieved for a company, with performance-optimized asynchronous processing to fetch payment details from Stripe.
## Constrai…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14261 | Feature/5.6 | ApexChat.Core/Managers | 2025-07-18 |
| #14260 | Feature/5.6 | ApexChat.Core/Managers | 2025-07-18 |
| #14259 | use select | ApexChat.Core/Managers | 2025-07-18 |
| #14258 | Feature/5.6 | ApexChat.Core/Managers | 2025-07-18 |
| #14257 | Feature/5.6 | ApexChat.Core/Managers | 2025-07-18 |
| #14255 | async fuction | ApexChat.Core/Managers | 2025-07-18 |
| #14253 | Feature/5.6 into stage | ApexChat.Core/Managers | 2025-07-18 |
| #14235 | Feature/5.6 into stages | ApexChat.Core/Managers | 2025-07-15 |
| #14230 | Task/UIUX-000-PRMerge-Prod-into-Develop-4.5 | ApexChat.Core/Managers | 2025-07-14 |
| #14229 | Production into azure-webapi-develop - Billing | ApexChat.Core/Managers | 2025-07-14 |
| #14209 | Azure webapi staging into Beta Billing release | ApexChat.Core/Managers | 2025-07-09 |
Portal Billing Management Documentation Update
14 PRs## Overview
The Portal Billing Management system handles the retrieval and processing of invoice payment details via the Stripe API. The system ensures that payment information is correctly associated with customer records. Recent updates have introduced stricter access controls, optimized transaction history filtering, and improved API documentation consistency.
## System Flow
1. **Authorization Check**: The system validates that the requester has either `BillingViewer` or `SuperAdministrator` roles.
2. **Payment Retrieval**: The system fetches payment information for a given `PaymentID` using `StripeManager.GetPayment`.
3. **Customer Context Resolution**: The system extracts the `CustomerId` from the `stripePaymentInfo` object.
4. **Detail Fetching**: The system calls `StripeManager.GetCardDetails` to retrieve card metadata.
5. **Data Normalization**: Maps card data to the invoice obj…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15130 | Testing | ApexChat.Core/Managers | 2026-03-04 |
| #15150 | Prod into Beta | ApexChat.Core/Managers | 2026-02-19 |
| #14794 | Fix Hangfire data issue | ApexChat.Core/Managers | 2025-12-02 |
| #14594 | Feature/crmf stages | ApexChat.Web/Services | 2025-10-13 |
| #14592 | Feature/crmf stages | ApexChat.Web/Services | 2025-10-13 |
| #14590 | Core app staging | ApexChat.Core/Data | 2025-10-10 |
| #14587 | fix build error TrialDays added | ApexChat.Core/DTOs | 2025-10-08 |
| #14580 | Core app staging | ApexChat.Core/Enums | 2025-10-08 |
| #14579 | fix GenerateInvoiceAddMonthlyBilling 'Must declare the scalar variabl… | ApexChat.Database/ApexChat | 2025-10-08 |
| #14575 | Prod into 5.7 | ApexChat.Database/ApexChat | 2025-10-08 |
| #14568 | Fix-bug-in-GenerateInvoiceAddMonthlyBilling-sp | ApexChat.Database/ApexChat | 2025-10-07 |
| #14132 | Bug/UIUX-2979 transaction history filter | ApexChat.Core/Managers | 2025-06-25 |
| #14125 | Allow superadmin to access billing info | ApexChat.Core/Managers | 2025-06-24 |
| #14112 | Bug/Billing-SwaggerNotWorking | ApexChat.WebApi/Controllers | 2025-06-18 |
Portal Billing Management: Invoice Attachment Reporting
7 PRs## Overview
The Portal Billing Management system includes an automated reporting feature for generating invoice attachments in XLSX format. Recent updates optimize how lead category data is processed and displayed within these reports, ensuring that the 'LeadCategory' column is only included and populated when lead categories are actively configured for a specific company.
## Invoice Attachment Generation Flow
1. The system iterates through a list of leads associated with an invoice.
2. For each unique company, the system checks if any lead categories are defined.
3. If categories exist, the 'LeadCategory' column is dynamically added to the report table.
4. During row population, the system verifies if the lead has a valid category ID before attempting to fetch and display the category name.
5. If no categories are configured for the company, the 'LeadCategory' column is omitted from th…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14045 | Core app staging Beta | ApexChat.Core/Managers | 2025-05-27 |
| #14041 | Feature/5.4-to-core_app_staging | ApexChat.Core/Managers | 2025-05-26 |
| #14036 | Feature/5.4-core_app_staging | ApexChat.Core/Managers | 2025-05-26 |
| #14034 | Feature/5.4 | ApexChat.Core/Managers | 2025-05-26 |
| #14032 | Feature/5.4 | ApexChat.Core/Managers | 2025-05-26 |
| #14029 | Core app staging to beta | ApexChat.Core/Managers | 2025-05-26 |
| #14028 | Feature/5.4 | ApexChat.Core/Managers | 2025-05-26 |
Portal Billing QuickBooks Integration
3 PRs## Overview
The Portal Billing QuickBooks integration manages the mapping of internal billing line items to specific QuickBooks product identifiers. The system automatically resolves product IDs based on fee types, payment types, and associated feature configurations to ensure accurate invoice generation.
## System Flow
When generating an invoice line item, the system evaluates the `FeeType` and `PaymentType` to determine the appropriate QuickBooks product ID. The process follows these steps:
1. **Type Identification**: The system checks if the item is a 'Monthly' fee, 'One Time' setup fee, or a specific object type (e.g., Lead, Chat, SMS).
2. **Configuration Lookup**: It retrieves base product IDs from application settings (e.g., `itemRefMonthlyFees`, `itemRefLeadFees`).
3. **Feature Resolution**: If the fee type ends in specific suffixes like " Fee" or " Fees", the system strips the s…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14880 | handle billing item suffix 'fees' | ApexChat.Core/Managers | 2025-12-15 |
| #14879 | fix qb product id not work for monthly type | ApexChat.Core/Managers | 2025-12-15 |
| #14877 | Task/chat 17680 change billing notification email address and resolve stack trace issue | ApexChat.Core/Managers | 2025-12-15 |
Portal Checklist v2 Documentation Update
3 PRs## Overview
The Portal Checklist v2 capability introduces a configurable "Customer Pain Points" section and enhanced interaction controls for checklist items within the company checklist settings.
## Functionality
- **Configuration Toggle**: Users can enable or disable the "Customer Pain Points" section via a checkbox in the `UsersChecklistPanel`.
- **Custom Notes Management**: When enabled, a specialized UI component (`CheckListCustomerNotes`) allows for the creation, ordering, and management of specific message entries.
- **Data Persistence**: Notes are stored as a serialized JSON string in the `ChecklistConfig` database table. The system automatically deserializes this data into a list of `ChecklistNotes` objects.
- **Checklist Item Interaction**: Users can toggle checklist item statuses between 'Pending' (0) and 'Not Applicable' (2) by clicking the item icon. This allows for the rev…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14783 | Task/5.9 merge prod2 | ApexChat.Database/ApexChat | 2025-12-01 |
| #14782 | 5.9 | ApexChat.Database/ApexChat | 2025-12-01 |
| #12930 | Feature/4_9_8_Task_CHAT-15972_Checklist_V2_Ability_To_Unmark_NotApplicable_To_Cross | ApexChat.Web/scripts | 2024-10-01 |
Portal Company Agents Tab Documentation
4 PRs## Overview
The Portal Company Agents tab allows for the configuration of user limits and AI-driven chat transfer settings. This documentation covers the management of user limits and the 'ChatBot to Live Agent Transfer' feature.
## Functionality
### User Limits
When the user limit feature is toggled off, the associated hidden input field is no longer subject to mandatory validation. By setting `allowBlank` to `true`, the application allows the form to be submitted without requiring a value in the user limit field.
### ChatBot to Live Agent Transfer
This feature allows the AI chatbot to transfer active chats to live agents or operators.
- **Dependency:** This feature requires the 'AI Bot' setting to be enabled. If a user attempts to enable 'ChatBot to Live Agent Transfer' while the AI Bot is disabled, the system will automatically revert the setting to false and display an error alert…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15453 | fix in place for enable user limit | ApexChat.Web/scripts | 2026-06-12 |
| #14583 | Feature/5.7 stages | ApexChat.Core/Enums | 2025-10-08 |
| #14582 | Task/AI-478_Add_ChatBot_to_Live_Agent_Transfer_flag_inside_company | ApexChat.Core/Enums | 2025-10-08 |
| #14578 | fix build errors | ApexChat.Core/Enums | 2025-10-08 |
Portal Company Configuration: CRM Integration Management
1 PR## Overview
The Portal Company Configuration capability manages the visibility and state of CRM integration settings within the company management interface. This update ensures that the 'Configure' button and associated CRM settings remain accessible and correctly synchronized when a user toggles CRM integration status.
## Functionality
- **Dynamic Visibility**: The CRM configuration container now dynamically shows or hides based on the state of the CRM integration checkbox. Visibility is restricted to users with administrator privileges.
- **State Synchronization**: When CRM integration is disabled, the system ensures the configuration UI elements (such as the 'Configure' button) remain available for re-configuration rather than disappearing.
- **Layout Management**: The system performs explicit layout refreshes (`doLayout()`) when the CRM integration status changes, ensuring the UI…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15310 | CRMF-4907 CRM configure button get dissappear if user configure in past and then disable it | ApexChat.Web/scripts | 2026-05-06 |
Portal Company Configuration: Phone Number OTP Verification
1 PR## Overview
This feature introduces phone number verification capabilities for the portal, allowing companies to enforce OTP (One-Time Password) verification for phone-based interactions. The system tracks verification status at the individual chat level and provides a configuration toggle at the company level.
## System Flow
1. **Configuration**: The system provides a `PhoneVerificationEnabled` flag on the `Companies` table, which defaults to `0` (disabled).
2. **Chat Tracking**: When a chat is initiated, the system tracks whether the phone number associated with that chat has been verified via the `IsPhoneVerified` boolean flag on the `Chats` table.
3. **Persistence**: Database schema updates ensure that new chat records and company configurations include these fields with default values of `false` to maintain backward compatibility.
## Constraints and Edge Cases
- **Default State**:…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13922 | Task/AI-234 phone number otp verification enabled | ApexChat.Core/Data | 2025-05-08 |
Portal Company Management and AI Conversation Enhancements
3 PRs## Overview
This update introduces enhancements to company settings, AI-driven conversation management, and Facebook Messenger integration. The system now supports granular control over lead note hyperlinks and improves the reliability of background job processing and authentication handling.
## Company Management
- **Lead Note Hyperlink Control**: A new configuration option, `DisableLeadNotesHyperlink`, has been added to company settings. This allows administrators to toggle the visibility or functionality of hyperlinks within lead notes.
- **Voice Recording Validation**: Added null-coalescing checks when retrieving visitor and business voice recordings to prevent potential runtime exceptions during company updates.
## AI Conversation and Chat Flow
- **Chat Flow Management**: Introduced new DTOs (`CreateChatbotChatFlowDTO`, `UpdateChatbotChatFlowDTO`) and a manager class (`ChatbotChat…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14799 | prod into Q4-3.5 | ApexChat.Core/Managers | 2025-12-04 |
| #14763 | additional null check | ApexChat.Core/Managers | 2025-11-26 |
| #14760 | Task/prod into 5.9 | ApexChat.Core/Managers | 2025-11-26 |
Portal Company Management and Chat Configuration Enhancements
15 PRs## Overview
This update introduces several enhancements to the Portal Company Management system, focusing on chat window configuration, CRM integration stability, and improved data retrieval for company management.
## Key Features
- **Floating Chat Window Control**: Added a new `AllowFloatingChatWindow` setting to company profiles, allowing administrators to toggle the floating behavior of chat windows. This setting is persisted in the database and exposed through the company initialization and invitation models.
- **Company Name Retrieval**: Introduced a new API endpoint (`/companies/{companyKey}/name`) to retrieve a company's name based on its unique key, providing a secure way to verify company identity.
- **CRM Integration Stability**: Refined the `IsCRMFlowsConfigured` logic to ensure it is only updated via dedicated configuration methods, preventing accidental overwrites from stan…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15595 | Get the company name based on the company key | ApexChat.Core/Managers | 2026-08-27 |
| #15593 | Prod in to stages | ApexChat.Core/Managers | 2026-08-25 |
| #15589 | check box removed | ApexChat.Web/scripts | 2026-08-24 |
| #15586 | Prod into PLG | ApexChat.Core/Managers | 2026-08-24 |
| #15583 | * Get the company name based on the company key. | ApexChat.Core/Managers | 2026-08-21 |
| #15579 | Bug/CRMF-3503 SMS Chat is initiated in background when a workflow | ApexChat.Core/Managers | 2026-08-21 |
| #15577 | Bug/CRMF-3503 SMS Chat is initiated in background | ApexChat.Core/Managers | 2026-08-20 |
| #15575 | Task/core app staging into webapi | ApexChat.Core/Managers | 2026-08-20 |
| #15573 | Core app staging | ApexChat.Core/Managers | 2026-08-20 |
| #15572 | Task/prod into stage | ApexChat.Core/Managers | 2026-08-20 |
| #15571 | Beta into webapi beta | ApexChat.Core/Managers | 2026-08-20 |
| #15569 | Production into Feature9 | ApexChat.Core/Managers | 2026-08-20 |
| #15563 | Beta into Production | ApexChat.Core/Models | 2026-08-19 |
| #15554 | Bug/Fetch SmartHub flags from database instead of cache | ApexChat.Core/Managers | 2026-08-11 |
| #15552 | core-app-to-beta | ApexChat.Core/Models | 2026-08-10 |
Portal Company Management and Profile Customization Enhancements
4 PRs## Overview
This feature update introduces expanded configuration capabilities for company profiles and chat interfaces. It includes new database schema support for visitor-to-business communication settings, advanced theme customization for chat profiles, and infrastructure support for an external Invitation Service.
## Capability Details
- **Company Configuration**: Added `VisitorNumberToBusiness` boolean flag to the company schema, allowing for granular control over visitor-to-business communication logic.
- **Profile Theme Customization**: Introduced a new `ProfileThemeCustomization` data model and controller. This supports custom branding, including text color types, background colors, and background gradient colors, exposed via `ProfileDTO`.
- **Video Greeting Enhancements**: Added a `SoundEnabled` property to `ProfileVideoGreet` to allow toggling audio for video greetings.
- **Se…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14051 | Beta into Production | ApexChat.Core/Managers | 2025-05-28 |
| #14047 | Task/otp complete flow | ApexChat.Core/Managers | 2025-05-27 |
| #14018 | 5.4 Beta | ApexChat.Core/Managers | 2025-05-23 |
| #14011 | Fixed CoreStage into core_app_staging :origin: production | ApexChat.Core/Managers | 2025-05-22 |
Portal Company Management and Voice Integration
7 PRs## Overview
This feature area encompasses updates to the portal's company management subsystem, including schema extensions for configuration, the introduction of voice-related data structures, and integration with external voice APIs (8x8).
## Capability Details
- **Company Configuration**: The system now supports additional configuration fields for companies, including `Notes`, `NotesEnabled`, `PricingNotes`, and `ClientAssociation`. These fields are integrated into the `ChecklistConfig`, `CompanyVoicePage`, and company view models.
- **Voice Integration**: A new `VoiceManager` facilitates communication with an external Voice API. It supports fetching active agent statuses (filtering for 'Available' and 'Busy' states) and retrieving customer data from a dedicated `ApexVoice` database provider.
- **Dashboard Enhancements**: New DTOs (`VoiceQuickStatsDTO`, `CallRecordingsDTO`, `Contract…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13097 | Azure webapi staging into azure-webapi-beta | ApexChat.Core/Managers | 2024-10-31 |
| #13094 | CoreStage into WebAPI-Staging | ApexChat.Core/Managers | 2024-10-31 |
| #13092 | Production | ApexChat.Core/Managers | 2024-10-31 |
| #13084 | Beta | ApexChat.Core/Managers | 2024-10-30 |
| #13071 | Feature/4.9.8 into Stage | ApexChat.Core/Managers | 2024-10-25 |
| #13058 | Corestage into WebAPI-Staging | ApexChat.Core/Models | 2024-10-23 |
| #13048 | prod into stage | ApexChat.Core/Models | 2024-10-22 |
Portal Company Management Core: WhatsApp Integration and CRM Enhancements
9 PRs## Overview
This capability encompasses updates to company management workflows, AI-driven conversation configuration, CDN invalidation logic, and the introduction of WhatsApp integration. It supports phone number OTP verification, new AI qualification types, and enhanced pre-chat configuration options.
## AI Conversation Management
The system supports advanced configuration for AI-driven conversation flows. Key updates include:
- **Qualification Types:** Added support for 'QualificationTypes' in appointment booking, call connect, and lead qualification DTOs.
- **Sub-question creation & Ordering:** Ability to define sub-questions and update sort order for Case Types and Must Ask categories.
- **Data Schema:** Added 'IsBirthday' tracking to AgentScriptAnswer and ChatLog models.
## WhatsApp Integration
- **Configuration:** Added support for WhatsApp Meta App integration, including App ID…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15657 | Merge Beta into Azure-WebAPI-Beta | ApexChat.Core/Managers | 2026-09-29 |
| #13917 | Task/AI-234 phone number otp verification enabled | Lib/Internal | 2025-05-08 |
| #13875 | Stage | ApexChat.Core/Managers | 2025-04-23 |
| #13874 | CRM company not getting created for CRM flows | ApexChat.Core/Managers | 2025-04-23 |
| #13789 | Production | ApexChat.Core/Managers | 2025-03-19 |
| #13788 | Bug/AI-130_and_cdn_issue | ApexChat.Core/Managers | 2025-03-19 |
| #13787 | Feature | ApexChat.Core/Managers | 2025-03-19 |
| #13782 | added chatbot cdn invalidation url beta | ApexChat.Core/Managers | 2025-03-18 |
| #13770 | Beta | ApexChat.Core/Managers | 2025-03-14 |
Portal Company Management Enhancements
93 PRs## Overview
This update introduces improvements to the Portal Company Management subsystem, focusing on CRM integration validation, automated script bot configuration, and robust header handling for messaging services.
## CRM Flows and Business Category Validation
The system now enforces a dependency between the 'CRM Flows Enabled' flag and the 'Business Category' selection. Users are prevented from enabling CRM flows if a business category has not been selected. If a user attempts to enable the flag without a category, the system triggers an alert and resets the input. Additionally, a validation check prevents form submission if the CRM flag is enabled while the primary category is null.
## Automated Script Bot Configuration
When a company is configured with AI Bot capabilities enabled, the system automatically assigns a Script Bot User ID by fetching the first available assistant fro…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15656 | check crm enabled | ApexChat.Core/Managers | 2026-09-25 |
| #15654 | 4.1 staging into beta | ApexChat.Core/Models | 2026-09-25 |
| #15651 | Bug/CRMF-6707-AuditDetails-Updated-For-CRMConfig-With-FallBacks | ApexChat.Core/Managers | 2026-09-24 |
| #15643 | GetCRMFlowsUserCompanies count updated | ApexChat.Web/MessagingConsumers | 2026-09-23 |
| #15649 | Bug/CRMF-6707-Pass-UserDetails-Before-CRMConfigSave | ApexChat.Core/Managers | 2026-09-22 |
| #15645 | Feature/crmf | ApexChat.Core/Managers | 2026-09-17 |
| #15637 | Task/CRMF-6646-Add-CommunicationsHub-To-Legacy | ApexChat.Core/Managers | 2026-09-15 |
| #15636 | Task/crmf 6539 is PLG signup beta merge | ApexChat.Core/Data | 2026-09-14 |
| #15630 | Task/CRMF-6539_Self-Signup_Identifier_for_the_CompanyGrid | ApexChat.Core/Data | 2026-09-10 |
| #15606 | Task/crmf 6451 400 error appears when other categories | ApexChat.Database | 2026-08-27 |
| #15604 | remove catgeory type = 0 check | ApexChat.Database/ApexChat | 2026-08-27 |
| #15601 | CRMF-6451 400 error appears when Other Categories | ApexChat.Database | 2026-08-27 |
| #15600 | Smarthub Premium Checkbox Added | ApexChat.Core/Managers | 2026-08-27 |
| #15492 | Task/CRMF-5975 WebsiteSignUp soft deletion | ApexChat.Core/Managers | 2026-07-09 |
| #15490 | Core app staging into stages | ApexChat.Core/Managers | 2026-07-09 |
| #15487 | Featur9 Feature/crmf itno stages for smarthub | ApexChat.Core/Managers | 2026-07-08 |
| #15486 | Prod in to Feature9 | ApexChat.Core/Managers | 2026-07-08 |
| #15479 | Task/CRMF-5975 SmartHub SignUp handler | ApexChat.Core/Managers | 2026-07-07 |
| #15478 | old features publish from legacy | ApexChat.Web | 2026-07-02 |
| #15470 | only publish if features havce changed or if the smart hub was previo… | ApexChat.Core/Managers | 2026-06-24 |
| #15464 | Bug/CRMF-5780 Fixed CRM parameter error while duplicating a company | ApexChat.Core/Managers | 2026-06-19 |
| #15459 | Task/SmarthubSubscription removed hasChanges check | ApexChat.Core/Managers | 2026-06-17 |
| #15449 | save issues solved-5142 | ApexChat.Core/Managers | 2026-06-09 |
| #15446 | ticket solved-5124 | ApexChat.Core/Data | 2026-06-09 |
| #15444 | fix company not saving issue, giving invalid entries error | ApexChat.Web/scripts | 2026-06-08 |
| #15417 | Bug/CRMF-5566 Fixed nullable object must have a value error | ApexChat.Core/Managers | 2026-05-19 |
| #15361 | Task/CRMF-5247 Resolved flag issue | ApexChat.Core/Managers | 2026-04-27 |
| #15338 | numberfield for numberOfUsersAllowed | ApexChat.Web/scripts | 2026-04-20 |
| #15325 | Bug/CHAT-17883_scroll_is_not_available_in_AgentsOperators | ApexChat.Web/scripts | 2026-04-13 |
| #15261 | Bug/CRMF-5249-Company-Selector-Syncing | ApexChat.Web/Pages | 2026-03-27 |
| #15226 | Bug/CRMF-5249-Error-message-appears-on-login | ApexChat.Web/Pages | 2026-03-17 |
| #15222 | Bug/CRMF-5217-User-did-not-get-logged-in-back | ApexChat.Web/Pages | 2026-03-17 |
| #15041 | Revert "Feature/crmf into stages" | ApexChat.Web/scripts | 2026-01-13 |
| #15040 | Feature/crmf into stages | ApexChat.Web/scripts | 2026-01-13 |
| #15033 | Bug/CRMF-4907 CRM configure button get disappear | ApexChat.Web/scripts | 2026-01-13 |
| #15005 | CRMF Beta into Production | ApexChat.Web | 2026-01-05 |
| #15004 | Core app staging into beta | ApexChat.Web | 2026-01-05 |
| #15003 | Feature/crmf into stages | ApexChat.Web | 2026-01-05 |
| #14705 | Prodcution | ApexChat.Core/Data | 2025-11-14 |
| #14702 | Bugs/chat 17492 disable clickable hyperlinks | ApexChat.Core/Data | 2025-11-13 |
| #14693 | fix Sequence contains more than one element | ApexChat.Core/Managers | 2025-11-12 |
| #14627 | production into 5.9 | ApexChat.Core/Data | 2025-10-22 |
| #14608 | Feature/crmf into Prodcution | ApexChat.Core/Data | 2025-10-15 |
| #14607 | Beta into web api beta | ApexChat.Core/Data | 2025-10-15 |
| #14606 | Azure webapi staging into beta web api | ApexChat.Core/Data | 2025-10-15 |
| #14605 | Core app staging into beta | ApexChat.Core/Data | 2025-10-15 |
| #14604 | Feature/crmf into Beta | ApexChat.Core/Data | 2025-10-15 |
| #14586 | Task/merge staging into webapi staging | ApexChat.Core/Data | 2025-10-08 |
| #14581 | Feature/5.7 web api stages | ApexChat.Core/Data | 2025-10-08 |
| #14576 | Feature/5.7 stages | ApexChat.Core/Data | 2025-10-08 |
| #14561 | DataType Update For New Portal CompanyGrid Fix | ApexChat.Core/DTOs | 2025-10-06 |
| #14449 | Bug/CRMF-4499-If-a-customer-with-CRM-access-logs-in | ApexChat.Web/Pages | 2025-09-12 |
| #14442 | Bug/CRMF-4488-Missing-No-results-found-message | ApexChat.Web/Pages | 2025-09-09 |
| #14441 | Task/CRMF-4456-Update-the-design-for-select-organization | ApexChat.Web/Pages | 2025-09-09 |
| #14435 | Task/CRMF-4456-Update-the-design-for-select-organization | ApexChat.Web/Pages | 2025-09-09 |
| #14433 | Task/crmf 4456 update the design for select organization | ApexChat.Web/Pages | 2025-09-08 |
| #14431 | Task/CRMF-4456-Update-the-design-for-select-organization | ApexChat.Web/Pages | 2025-09-05 |
| #14374 | Reverted LogoBackgroundColor column in data generated Host.cs | ApexChat.Core/Data | 2025-08-22 |
| #14367 | Production into CRMF | ApexChat.Core/Managers | 2025-08-21 |
| #14341 | Azure webapi beta into Production | ApexChat.Core/Managers | 2025-08-08 |
| #14334 | Fix/add-istest-column | ApexChat.Database/ApexChat | 2025-08-05 |
| #14333 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/Managers | 2025-08-05 |
| #14318 | Merging Production into Azure WebAPI -Develop | ApexChat.Core/Managers | 2025-07-30 |
| #14314 | Task/UIUX-2943I-want-the-abilty-to-see-my-reps-contact-information | ApexChat.Core/Managers | 2025-07-30 |
| #14287 | Feature-crmf-Bug-CRMF-4208_CRMF-4218_Single-userID-appears-in-multiple-companies-due-to-same-email-address | ApexChat.Core/Providers | 2025-07-23 |
| #14272 | Azure webapi staging into beta | ApexChat.Core/Managers | 2025-07-22 |
| #14085 | Core app staging | ApexChat.Core/Managers | 2025-06-10 |
| #14082 | Production into WebAPI-Deveop Sync | ApexChat.Core/Managers | 2025-06-10 |
| #14078 | Production into CoreApp Staging | ApexChat.Core/DTOs | 2025-06-04 |
| #13865 | Enable crm error on new company save | ApexChat.Web/scripts | 2025-04-22 |
| #13858 | Bugs/CRMF-3856_Misleading_Error_When_Configuring_CRM_Before_Saving_Co… | ApexChat.Web/scripts | 2025-04-21 |
| #13857 | CRMF-3785 Crm configure button appears as enabled | ApexChat.Core/Managers | 2025-04-21 |
| #13829 | fix build error | ApexChat.Core/Managers | 2025-04-10 |
| #13827 | AI-130 Remote server returned 404 | ApexChat.Core/Managers | 2025-04-10 |
| #13595 | Feature/crmf into 5.1 | ApexChat.Core/Managers | 2025-02-13 |
| #13512 | Bug/CRMF-3561 Unable to Enable CRM Due to Incorrect 'Add Business Category' Prompt | ApexChat.Web/scripts | 2025-02-06 |
| #13461 | Feature/5.1 into WebAPI Develop | ApexChat.Core/Data | 2025-01-21 |
| #13456 | Task/5.1-CHAT-16557_Cancelation_reason_is__In_Provisioning__do_not_se… | ApexChat.Core/Managers | 2025-01-20 |
| #13432 | Task/4.9.9 merge bug fixes | ApexChat.Core/Data | 2025-01-15 |
| #13430 | Feature/4_9_9_Task_CHAT-16714_Performance_Issue_On_Production | ApexChat.Core/Managers | 2025-01-15 |
| #13228 | Feature | ApexChat.Core/DTOs | 2024-12-10 |
| #13219 | Beta into Production Tag 4.4.10 Voice dashboard | ApexChat.Web/scripts | 2024-12-09 |
| #13217 | Beta into WebAPI-beta | ApexChat.Core/Data | 2024-12-06 |
| #13138 | Production into WebAPI-Develop | ApexChat.Core/Data | 2024-11-14 |
| #13122 | Merging Production | ApexChat.Core/Data | 2024-11-11 |
| #13044 | Feature/4_9_8_Bug_CHAT-16383_Pricing_Tier_Based_option_Field_issue_In_Voice_Tab | ApexChat.Core/Managers | 2024-10-22 |
| #13034 | Bug/UIUX-2648-Online-Agents | ApexChat.Core/Managers | 2024-10-21 |
| #13033 | Feature/4_9_8_Bug_CHAT-16383_Pricing_And_Address_Field_issue_In_Voice_Tab | ApexChat.Core/Managers | 2024-10-21 |
| #13018 | WebAPI-Develop into WebAPI-Beta | ApexChat.Core/Managers | 2024-10-18 |
| #13016 | Task/000-Add-Voice-Enabled-Flag | ApexChat.Core/Managers | 2024-10-18 |
| #12932 | CRMF-1035_header-issue-fix | ApexChat.Messaging | 2024-10-01 |
| #12924 | Feature/4_9_8_Task_CHAT-16301_Add_Validation_To_Prevent_Enabling_CRM_Flag | ApexChat.Web/scripts | 2024-09-30 |
| #12918 | Feature/4_9_8_Bug_CHAT-15508_Legacy_Portal_Mesage_In_Groups_Grid | ApexChat.Web/scripts | 2024-09-30 |
Portal Company Management Enhancements
7 PRs## Overview
This update introduces several enhancements to company management within the portal, focusing on telephony configuration, lead tracking, and compliance documentation.
## Telephony Configuration
Companies can now define a custom `CallConnectSendDigitsDelay` value. This setting allows administrators to override the default four-second wait time ('wwww') when dialing extensions via Twilio. The system retrieves this value from the company settings during the call queuing process to ensure accurate extension dialing.
## Compliance and Documentation
An `OptinDocumentLink` field has been added to company settings. This allows users to specify a custom URL for opt-in documentation. This link is utilized by the Twilio SMS provider during toll-free number verification, replacing the previous hardcoded document link with the company-specific configuration.
## Lead Tracking
Lead data…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14268 | Core app staging into beta | ApexChat.Core/Managers | 2025-07-22 |
| #14262 | Production into WebAPI-Staging | ApexChat.Core/Data | 2025-07-21 |
| #14252 | Feature/5.6 | ApexChat.Core/Managers | 2025-07-18 |
| #14250 | beta into stage | ApexChat.Core/Data | 2025-07-18 |
| #14249 | Prod into stage | ApexChat.Core/Data | 2025-07-18 |
| #14240 | Feature/5.6 into stage | ApexChat.Core/Data | 2025-07-16 |
| #14239 | adjusted www for twilio extension calls | ApexChat.Core/Data | 2025-07-16 |
Portal Company Management Permissions
4 PRs## Overview
This feature updates the authorization logic for managing company groups within the portal. It restricts access to group-related entities and operations based on a combination of company relationship status and specific user roles.
## Access Control Logic
Access to group management is now strictly governed by the following criteria:
- **Company Relationship**: The user's company must have an `administrator` relationship status.
- **User Roles**: Access is further filtered by the `groupeditor` or `groupviewer` roles.
- **System-Level Access**: The `ApexChat.canRead('group')` check has been tightened to require both the administrator relationship and either `administrator` or `superadministrator` roles, effectively limiting the scope of who can view or manage group entities.
## Group Management Operations
Within the `ShifterPanel` component, UI elements for moving items (suc…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13005 | Feature/4_9_8_Task_CHAT-16366_Vendormax_GroupEditor_GroupViewer_Permission | ApexChat.Web/scripts | 2024-10-16 |
| #12994 | Feature/4_9_8_Task_CHAT-16366_Vendormax_GroupEditor_GroupViewer_Permission_To_Add_Companies | ApexChat.Web/scripts | 2024-10-15 |
| #12980 | Feature/4_9_8_Bug_CHAT-16361_Group_Limit_Access | ApexChat.Web/scripts | 2024-10-11 |
| #12975 | Feature/4_9_8_Bug_CHAT-16361_Group_Limit_Access | ApexChat.Web/scripts | 2024-10-11 |
Portal Company Management Sync Updates
10 PRs## Overview
The portal company management system has been updated to enhance integration with QuickBooks, improve Facebook Messenger handling, optimize internal data synchronization, and expand company billing/tracking metadata. Key updates include robust asynchronous task handling, improved Facebook message echo prevention, refined URL extraction, and enhanced GCLID tracking for marketing attribution.
## System Flow
1. **Configuration**: The system supports `QBAccountIdCustomFieldId` for QuickBooks mapping and now includes `BillingStartDate` and `BillingEndDate` for company account management.
2. **Customer Sync**: Authentication (AccessToken/RealmId) is validated before syncing from `WebsiteSignUp`.
3. **Facebook Integration**: Incoming messages are processed via `FacebookManager`. Echoes are explicitly ignored. Debug reporting now includes `IsActive` status and `AccountManager` detai…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15194 | Task/UIUX-000-PRMerge-coreapp-into-webapi-staging | ApexChat.Web/scripts | 2026-03-06 |
| #15191 | 5.14 Core app staging into Beta | ApexChat.Web/scripts | 2026-03-06 |
| #15184 | Feature/5.14 into stage | ApexChat.Web/scripts | 2026-03-04 |
| #14928 | Bug/webapi staging merge staging | ApexChat.Core/Managers | 2025-12-19 |
| #14927 | Core app staging into webapi | ApexChat.Core/Managers | 2025-12-19 |
| #14916 | Production into WebAPI-Beta | ApexChat.Core/Managers | 2025-12-18 |
| #14915 | Production into CoreAppStaging | ApexChat.Core/Managers | 2025-12-18 |
| #14888 | Core app staging into webapi | ApexChat.Core/Managers | 2025-12-16 |
| #14869 | Core app staging | ApexChat.Core/Managers | 2025-12-16 |
| #13710 | Feature/bug fixes into stage | ApexChat.Core/Data | 2025-03-03 |
Portal Company Management: SmartHub Integration
15 PRs## Overview
The SmartHub integration within the Portal Company Management system enables granular control over company-specific features and CRM flow configurations. This capability allows administrators to manage SmartHub feature sets, toggle premium customer status, and synchronize these settings with downstream services via asynchronous messaging.
## System Flow
1. **Configuration**: Administrators update company settings in the Portal, including the `IsSmartHubPremiumCustomer` flag and specific SmartHub features.
2. **Persistence**: The system updates the `CompanySettings` and `CompanySmartHubFeature` tables.
3. **Synchronization**: The `CompanySmartHubFeatureManager` detects changes in features or the SmartHub enabled flag and triggers an asynchronous publish event (`PublishSmartHubFeaturesAsync`) to notify external systems.
4. **Consumption**: The `CRMFlowsConfiguredConsumer` proc…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15549 | Beta into prod | ApexChat.Core/Managers | 2026-08-10 |
| #15547 | Bug/Fixed SmartHub enabled flag issue | ApexChat.Core/Managers | 2026-08-10 |
| #15546 | CrmFlows Configuration Fix To BETA | ApexChat.Web | 2026-08-10 |
| #15543 | fix publish condition | ApexChat.Core/Managers | 2026-08-07 |
| #15539 | Consumer issue fixes | ApexChat.Web/MessagingConsumers | 2026-08-07 |
| #15534 | Refactoring | ApexChat.Core/Managers | 2026-08-03 |
| #15533 | Task/CRMF-6224 Publish SmartHub sync event when premium flag changes | ApexChat.Core/Managers | 2026-08-03 |
| #15532 | smarthub premium check/uncheck decision handling | ApexChat.Core/Managers | 2026-08-01 |
| #15531 | Extra publish event removed | ApexChat.Core/Managers | 2026-07-31 |
| #15529 | Task/CRMF-6224 Resolved naming conflict | ApexChat.Core/Managers | 2026-07-30 |
| #15528 | Task/CRMF-6224 Add smarthub premium customer flag | ApexChat.Core/Managers | 2026-07-30 |
| #15523 | Bug/CRMF-6213 Disabled smarthub grid by default | ApexChat.Web/scripts | 2026-07-29 |
| #15514 | SmartHubEnabled Flag Mapped With CrmFlowConfigured | ApexChat.Core/Managers | 2026-07-23 |
| #15505 | Add smarthub-features cls to SmartHubFeaturesGrid | ApexChat.Web/scripts | 2026-07-20 |
| #15501 | SmartHub Staging into Beta | ApexChat.Core/Managers | 2026-07-20 |
Portal Company Onboarding and SmartHub Signup
5 PRs## Overview
The Portal Company Onboarding and SmartHub Signup capability facilitates the automated provisioning of new company accounts, including the setup of SmartHub features, QuickBooks integration, and user account creation. The system handles the end-to-end lifecycle from initial signup request to the return of company metadata.
## System Flow
1. **Request Initiation**: The client submits a `SmartHubSignUpDTO` to the `/smarthub/signup` endpoint, providing headers for `companyKey` and `currentUserEmail`.
2. **Validation & Lookup**: The system validates the `companyKey` and retrieves the corresponding `hostKey` via `HostManager`.
3. **Execution**: The `SmartHubSignUpManager` triggers the `SmartHubSignUpHandler`, which:
- Generates the company record.
- Invokes `CompanySmartHubSetupCommand` to enable features and provision the user.
- Creates a default admin user and associa…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15544 | Task/Legacy SignUp Response | ApexChat.Core/Managers | 2026-08-07 |
| #15542 | prod into stage | ApexChat.Web/scripts | 2026-08-07 |
| #15526 | Beta into prod | ApexChat.Web/scripts | 2026-07-30 |
| #15522 | Task/CRMF-6018 Email verification | ApexChat.Core/Managers | 2026-07-28 |
| #15507 | Core app staging into beta | ApexChat.Web/scripts | 2026-07-21 |
Portal Company Profile Management
19 PRs## Overview
The Portal Company Profile Management system supports 'Pop-Up Message Overlay' capabilities, 'Call Connect Whisper' recording configurations, 'Chatbar' styling options, and 'Pre-Chat Header' customization. The system allows administrators to configure automated chat overlays, manage voice recording defaults, define visual styles for the chat interface, and set custom headers for pre-chat interactions.
## System Flow
1. **Configuration**: Administrators define pop-up message settings (text, AI-generation, delay), select default voice recordings, set Chatbar visual styles (Rounded or Squared), and configure the 'Pre-Chat Header' text.
2. **Validation**:
- Pop-up: Max 512 characters, max 9999 seconds delay.
- Recordings: Enforces a single default selection for both visitor and business recordings.
- Chatbar: Defaults to 'Rounded' (value 1).
- Database: Schema inclu…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14996 | Bug/CRMF-4907 CRM configure button get dissappear | ApexChat.Web/scripts | 2026-01-01 |
| #14994 | 5.10 Beta into Production | ApexChat.Web/scripts | 2026-01-01 |
| #14985 | added contsraint names | ApexChat.Database/ApexChat | 2025-12-30 |
| #14982 | 5.10 Stages into beta | ApexChat.Database/ApexChat | 2025-12-30 |
| #14984 | Task/IncreaedPopupMessageTimeout | ApexChat.Web/scripts | 2025-12-29 |
| #14980 | Feature/5.10 | ApexChat.Web/scripts | 2025-12-29 |
| #14979 | Core app staging into WebAPI Staging | ApexChat.Database/ApexChat | 2025-12-29 |
| #14971 | Feature/5.10 | ApexChat.Web/scripts | 2025-12-26 |
| #14970 | Feature/5.10 into stag | ApexChat.Database/ApexChat | 2025-12-26 |
| #14954 | 5.10 into 5.11 | ApexChat.Web/scripts | 2025-12-23 |
| #14776 | simplified recording validation logic | ApexChat.Web/scripts | 2025-11-28 |
| #14174 | Task/UIUX-2943-I-want-the-abilty-to-see-my-reps-contact | ApexChat.Core/Managers | 2025-07-03 |
| #14162 | Task/5.6 merge production | ApexChat.Core/Managers | 2025-07-02 |
| #14160 | Production into Feature/5.6 | ApexChat.Web/scripts | 2025-07-02 |
| #14159 | Beta into production | ApexChat.Database/ApexChat | 2025-07-02 |
| #13743 | Production | ApexChat.Core/Data | 2025-03-10 |
| #13724 | Beta | ApexChat.Core/Data | 2025-03-05 |
| #13718 | Feature/widget improvement stage | ApexChat.Database/ApexChat | 2025-03-04 |
| #13717 | Alter View updated to resolve error over Staging | ApexChat.Database/ApexChat | 2025-03-04 |
Portal Data Archiving and Purging System
8 PRs## Overview
The portal data archiving system synchronizes visitor file upload records, popup-generated message metadata, and request logs from the primary database to the data warehouse. Additionally, the system includes a dedicated Data Purging service that manages the lifecycle of chat records based on company-specific retention policies.
## System Flow
1. **Schema Initialization**: Tables `VisitorFileUploads`, `PopupGeneratedMessages`, and `RequestLogs` are maintained in the warehouse database.
2. **Data Synchronization**: Stored procedures perform incremental syncs by comparing maximum `ID` values between the primary and warehouse databases.
3. **Data Persistence**: Records are inserted into the warehouse. For `RequestLogs`, the system purges records older than one month from the production database.
4. **Data Purging Service**: The `ApexChat.DataPurge` service identifies chats elig…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15485 | Prod | ApexChat.Database/ApexChat | 2026-07-07 |
| #15483 | Add_VisitorLogId_in_PopupGeneratedMessages | ApexChat.Database/ApexChat | 2026-07-06 |
| #15469 | Beta into Production | ApexChat.Core/Managers | 2026-06-23 |
| #15468 | create_table_popupgenerated_messages | ApexChat.Database | 2026-06-23 |
| #14778 | Add RequestLogs to Warehouse DB | ApexChat.Database/ApexChatWarehouse | 2025-12-02 |
| #14090 | Feature/ai rag to stage | ApexChat.DataPurge | 2025-06-11 |
| #14086 | Production into AI-RAG | ApexChat.DataPurge | 2025-06-10 |
| #14081 | Add console logs to DataPurge task | ApexChat.DataPurge | 2025-06-04 |
Portal Database Optimization
1 PR## Overview
The Portal Database Optimization capability introduces targeted indexing strategies to improve query performance for the `Companies` and `AI.ChatMessages` tables. These optimizations are designed to reduce latency for operations involving knowledge base lookups and chat session retrieval.
## Technical Implementation
The system applies the following database indexes:
- **Companies Table**: A new index `Idx_Companies_KnowledgeDatabaseEnabled` is created on the `KnowledgeDatabaseEnabled` column, including the `KnowledgeBaseEmail` column to optimize lookups for enabled knowledge bases.
- **AI.ChatMessages Table**: A new index `Idx_ChatMessages_ChatSessionId` is created on the `ChatSessionId` column to accelerate retrieval of messages associated with specific chat sessions.
## Constraints and Error Handling
- **Idempotency**: The implementation uses `IF NOT EXISTS` checks to ens…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13567 | Task db performance optimization indexes for Chat Messages and Companies Tables | ApexChat.Database | 2025-02-07 |
Portal Deployment and Versioning Update: Voice Agent Enhancements and Security Integration
4 PRs## Overview
This update introduces new configuration capabilities for Voice Agents within the ApexChat platform, increments the system versioning to 5.14.2, and integrates mandatory security compliance protocols for the WebAPI staging environment.
## Voice Agent Configuration
The `VoiceAgentDTO` has been extended to support automated post-call transcript processing. Two new properties are now available:
- **PostTranscriptUrl**: A string field defining the destination endpoint for transcript data.
- **PostTranscriptBeforeCallTransfer**: A boolean flag that determines whether transcript data should be posted prior to initiating a call transfer.
## Security Compliance
As of PR-13636, all deployments to the WebAPI staging environment must adhere to the core security checklist, ensuring authorization, injection prevention, XSS output escaping, and sensitive data protection are implemented a…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15384 | Azure webapi beta into production | — | 2026-05-05 |
| #15383 | Beta into Production | ApexChat.Core/DTOs | 2026-05-05 |
| #15381 | Azure webapi staging into beta | ApexChat.Core/DTOs | 2026-05-05 |
| #13636 | Corestage into WebaPI stage | — | 2025-02-20 |
Portal Deployment Configuration Update
19 PRs## Overview
The portal deployment configuration subsystem manages the integration of messaging consumers, build pipeline tokenization, environment-specific configuration, and cross-origin resource sharing (CORS) policies for ApexChat web applications. This system ensures CRM flow registrations, secure pipeline execution, and environment-specific settings management.
## Messaging Infrastructure
The system utilizes MassTransit for message handling. The `CRMFlowsConfiguredConsumer` is explicitly registered with its corresponding `CRMFlowsConfiguredConsumerDefinition` during the application startup sequence in `Global.asax.cs`.
## Security and CORS
CORS policies are managed via IIS URL Rewrite rules in `Web.config`. The `AddCrossDomainHeader` rule maintains a whitelist of allowed origins. Hangfire dashboard security has been updated to use `IDashboardAuthorizationFilter` for role-based acc…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15540 | Consumer definition explicitly added | ApexChat.Web | 2026-08-07 |
| #15530 | Task/CRMF-6224 Resolved version issue | ApexChat.Web | 2026-07-30 |
| #15525 | prod into stage | Apexchat-App-WebApi-Beta.yml | 2026-07-30 |
| #15313 | Azure webapi beta into production | Apexchat-App-WebApi-Beta.yml | 2026-04-09 |
| #15296 | remove personal email from quote cc which were added for testing | ApexChat.Web/config | 2026-04-02 |
| #15294 | prod into stages | ApexChat.Web/scripts | 2026-04-02 |
| #15293 | Beta into production | ApexChat.Web/scripts | 2026-04-02 |
| #15281 | Beta inti prod | ApexChat.Core/Managers | 2026-03-31 |
| #15260 | Azure webapi beta into production | ApexChat.Web/scripts | 2026-03-30 |
| #15254 | Beta into Production | ApexChat.Web/scripts | 2026-03-30 |
| #15028 | added cors for invitation.apexfeature8.xyz | ApexChat.Web | 2026-01-08 |
| #14837 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Web | 2025-12-10 |
| #14824 | Feature/5.7.2 into stages | DevOps-yml-scripts | 2025-12-09 |
| #14820 | Disable Hangfire for Staging | ApexChat.Core/Web | 2025-12-06 |
| #14806 | disable hangfire for staging and restructure startup | ApexChat.Core/Web | 2025-12-04 |
| #14225 | prod into stage | ApexChat-TaskRunner.yml | 2025-07-11 |
| #14210 | [ReachLocal TaskRunner] - Increase Timeout on HttpClient to 5 minutes | ApexChat.Integration/ReachLocal | 2025-07-09 |
| #13220 | Merging WebAPI-Beta into Production Tag: 4.4.10 | — | 2024-12-09 |
| #13153 | Production | azure-pipelines-beta.yml | 2024-11-19 |
Portal DevOps Pipeline: Build Cleanup Configuration
1 PR## Overview
The Portal DevOps pipeline includes a cleanup phase designed to remove unnecessary files and directories from the build environment before deployment or packaging. This ensures that the build artifact contains only the required components and reduces the overall footprint of the deployment package.
## Build Cleanup Process
During the execution of the `feature-sso-4-1.yml` Azure Pipeline, a PowerShell script task executes a `Remove-Item` command. This command recursively deletes specific directories and files from the `$(Build.SourcesDirectory)` to prevent the inclusion of legacy data, documentation, sample media, and auxiliary tools in the final build output.
## Constraints and Edge Cases
- The cleanup process relies on hardcoded paths relative to the build source directory. If these directory structures change in the repository, the cleanup task may fail to locate the item…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12997 | Update feature-sso-4-1.yml for Azure Pipelines | DevOps-yml-scripts | 2024-10-15 |
Portal Document Management System Update
12 PRs## Overview
The portal document management system supports configurable file size limits and robust attachment handling. Administrators can define a specific size limit (currently 10MB) via application settings. The system has been updated to improve S3 storage organization, enforce file extension validation, and standardize thumbnail generation. The DocuSign integration has been updated to handle brand retrieval with robust error handling, ensuring that API failures return a 'No record found' state rather than crashing the UI. Recent updates have standardized the RestSharp dependency across the solution to version 112.0.0 to ensure compatibility with DocuSign eSign SDK 6.4.0.
## System Flow
1. **Configuration**: The system reads `DocumentSizeLimitInMBs` for size constraints and `chat-attachments-container` / `chat-attachments-container-folder` for S3 storage routing.
2. **Validation**:…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14281 | return hardocded values | ApexChat.Core/Managers | 2025-07-23 |
| #14280 | send hardcoded brands data | ApexChat.DocuSign | 2025-07-23 |
| #14275 | Core app staging | ApexChat.DocuSign | 2025-07-22 |
| #14273 | Bug/5.6-CHAT-17260_Docusign_data_in_the_UI_for_the_template_settings | ApexChat.DocuSign | 2025-07-22 |
| #14147 | Task/CHAT-17260_Retainer_accounts_are_not_showing_hellosign_data | ApexChat.DocuSign | 2025-06-30 |
| #13031 | Feature/ai into stage | ApexChat.Web | 2024-10-21 |
| #13030 | Revert "docusgin package update" | ApexChat.Web | 2024-10-21 |
| #13028 | Feature/ai to stage | ApexChat.Web | 2024-10-21 |
| #13024 | docusgin package update | ApexChat.Web | 2024-10-21 |
| #13020 | Revert "docusign fix" | ApexChat.Web | 2024-10-18 |
| #13019 | docusign fix | ApexChat.Web | 2024-10-18 |
| #13017 | fix docusign issue | ApexChat.DocuSign | 2024-10-18 |
Portal Documentation Updates: Developer Environment Setup
1 PR## Overview
The `ApexChat.Documentation` subsystem provides standardized guidance for developers to initialize the `ApexChat.Main` codebase. The documentation has been migrated from a legacy Word document format to a structured Markdown file, improving accessibility and maintainability for onboarding.
## Setup Workflow
The environment setup process involves the following technical requirements:
1. **Tooling Installation**: Installation of Visual Studio, Git (with recommended GUI managers), and SQL Server 2022.
2. **Repository Configuration**: Cloning the `ApexChat.Main` repository and ensuring Git Credential Manager is active.
3. **Network Configuration**: Modifying the Windows `hosts` file to map local development domains (`db.local.apexchat.com`, `local-db`) to `127.0.0.1`.
4. **Database Initialization**: Executing migration scripts via `ApexChat.Database\migrate.ps1` with appropriate…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15418 | Task/update developer documentation | ApexChat.Documentation | 2026-05-21 |
Portal Feature Management
5 PRs## Overview
The Portal Feature Management system handles the registration and validation of features within the ApexChat platform. It ensures data integrity during the creation or update of features and manages specific configurations related to SmartHub integration, including tracking modification timestamps and dynamic tree-based category selection.
## Feature Logic and Validation
When adding or updating a feature, the system performs a name duplication check to prevent collisions. The validation logic filters for active features by checking the `IsDeleted` status, ensuring that names of previously deleted features do not block the creation of new ones.
During the persistence phase, the system maps feature properties to the data layer. This includes the `IsSmartHubFeature` flag and the `ModifiedOn` timestamp. The `IsSmartHubFeature` flag is used to resolve the appropriate `SmartHubFe…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15496 | check undeleted feature names | ApexChat.Core/Managers | 2026-07-14 |
| #15493 | Feature/crmf | ApexChat.Core/Managers | 2026-07-09 |
| #15491 | staging issue fix | ApexChat.Core/Managers | 2026-07-09 |
| #15276 | Task/crmf 5246 is smart hub flag | ApexChat.Core/Data | 2026-04-02 |
| #14787 | Feature/5.9 | ApexChat.Web/scripts | 2025-12-01 |
Portal Integration Hub: AdHocTaskRunner and HubSpot Model Expansion
5 PRs## Overview
The portal integration hub provides connectivity between ApexChat and external platforms, specifically HubSpot for CRM data synchronization, QuickBooks for accounting operations, and CareHQ for CRM services. The system utilizes an `AdHocTaskRunner` to manage data exchange and synchronization tasks.
## HubSpot Integration
The system supports automated synchronization of company data between ApexChat and HubSpot. The integration includes:
- **Data Models**: Defined structures for company profiles, including fields for MRR, unpaid balances, industry, and sales/account management assignments. Models include `HubspotCompanyModel`, `HubspotCreateCompanyRequest`, `HubspotSearchCompanyResult`, `HubspotCreateCompanyResponse`, `HubspotGetOwnersResult`, `HubspotPropertyResult`, and `BulkUpdateHubspotRequest`.
- **Bulk Updates**: Support for bulk updating HubSpot company objects via def…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15476 | Merge `production` into `staging3` | ApexChat.Automation | 2026-07-02 |
| #15463 | Task/Return-Error-Message-From-Phone-Api | ApexChat.Web/Services | 2026-06-17 |
| #14647 | CareHQ CRM hot fix | ApexChat.Core/ThirdParty | 2025-10-30 |
| #13119 | Production | ApexChat.Core/DTOs | 2024-11-08 |
| #12921 | WebAPI-Staging into WebAPI-Beta | ApexChat.Core/DTOs | 2024-09-30 |
Portal Integration: ReachLocal Notification Configuration
2 PRs## Overview
The ReachLocal integration service manages automated notifications for specific lifecycle events within the ApexChat platform. The system is configured to route administrative alerts regarding account updates, creations, activations, and deactivations to a centralized support email address.
## System Configuration
The integration utilizes a static configuration model defined in `ApexChat.Integration/ReachLocal/ServiceConfig.cs`. Previously, the system retrieved notification email addresses dynamically from the application's configuration settings (`ReachLocalUpdateCreateNotificationEmail` and `ReachLocalActivateDeactivateNotificationEmail`).
As of the latest updates, these notification targets are hardcoded to `[email protected]`. This change ensures that all lifecycle-related notifications for ReachLocal integrations are consistently routed to the designated support…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12958 | Beta | ApexChat.Integration/ReachLocal | 2024-10-07 |
| #12957 | Stages | ApexChat.Integration/ReachLocal | 2024-10-07 |
Portal Lead Management Analytics
6 PRs## Overview
The Portal Lead Management Analytics system provides a structured view of lead data, optimized for performance and reporting. It integrates lead information with company and host-level metadata to support comprehensive analytics and lead tracking.
## System Flow
1. **Data Indexing**: The system utilizes a specialized non-clustered index (`IX_Leads_PortalLeadsView1_Perf`) on the `Leads` table to accelerate query performance for the `PortalLeadsView1` view.
2. **View Aggregation**: The `PortalLeadsView1` SQL view joins `Leads` with `Companies`, `Hosts`, `Users`, `LeadCategories`, and `Groups` to provide a unified data set.
3. **Schema Exposure**: The application layer exposes `HostID` and `HostName` as part of the `PortalLeadsView1` data model, allowing for host-specific filtering and reporting in the portal UI.
## Constraints and Error Handling
- **Performance**: The view us…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14929 | [Database] Add Index and Improve PortalLeadsView | ApexChat.Database/ApexChat | 2025-12-23 |
| #14940 | Azure webapi staging into beta | ApexChat.Core/Managers | 2025-12-22 |
| #14939 | Core app staging api | ApexChat.Web/scripts | 2025-12-22 |
| #14937 | Beta into stage | ApexChat.Core/Managers | 2025-12-22 |
| #14936 | Task/merge prod into beta | ApexChat.Core/Managers | 2025-12-22 |
| #14935 | Production into beta | ApexChat.Core/Managers | 2025-12-22 |
Portal Lead Management Categories
1 PR## Overview
The Portal Lead Management system includes functionality to categorize leads using a hierarchical structure. Recent updates enforce strict selection rules to ensure that only "leaf nodes" (categories that do not contain sub-categories) can be selected within the Lead Categories dropdown interface.
## System Logic and Constraints
- **Leaf Node Identification**: The system processes lead categories to determine their hierarchy. A category is marked as a `isLeafNode` if it has a `ParentID` other than 0 and is not a parent to any other existing category.
- **Selection Validation**: The `LeadCategoriesCombo` component now includes a validation check during the `setValue` process. If a user attempts to select a category that is not a leaf node (or a root category with `ParentID` 0), the selection is rejected, and the operation is aborted.
- **Tree Rendering**: The `LeadCategoriesF…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12944 | Feature/4_9_8_Bug_CHAT-16292_Folder_Should_Not_Appear_In_Dropdown_Of_Rules_Section | ApexChat.Web/scripts | 2024-10-03 |
Portal Leads Data Management
2 PRs## Overview
The Portal Leads Data Management system handles the retrieval, schema definition, and lifecycle management of lead data within the ApexChat platform. It ensures that lead records are correctly mapped to host entities and provides mechanisms for company data duplication while maintaining configuration integrity.
## Database Schema and Performance
The `PortalLeadsView` has been updated to include a `HostID` column. This change maps the `dbo.Hosts.ID` field directly into the lead view, allowing for more efficient querying of lead data associated with specific hosts. The data access layer has been updated to expose `HostID` as a nullable integer property, ensuring compatibility with existing data models.
## Company Data Management
The system includes logic for duplicating company records. When a company is duplicated, the system now explicitly resets CRM flow configurations (`I…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14920 | [Database] Add HostID column to PortalLeadsView | ApexChat.Core/Data | 2025-12-19 |
| #14889 | Bug/CRMF-4901 Lead grid and other features are not working | ApexChat.Web/Services | 2025-12-16 |
Portal Messaging Infrastructure Enhancements
5 PRs## Overview
The portal messaging infrastructure has been updated to improve header handling, logging, and error management within the messaging pipeline. These changes ensure more robust communication between services and better visibility into message processing.
## Key Capabilities
- **Case-Insensitive Header Resolution**: The system now utilizes a custom `GetValueIgnoreCase` extension method for `IDictionary<string, string>`, ensuring that message headers (such as `companyKey`, `userEmail`, and `requestId`) are correctly retrieved regardless of casing.
- **Enhanced Messaging Reliability**: The `MessagingPublisher` has been updated to enforce the presence of required headers during the message publishing process. If headers are missing, they are automatically injected into the message context.
- **Improved Observability**: The `SendEmailRequestConsumer` now includes explicit logging d…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12995 | Prod into AI | ApexChat.Messaging | 2024-10-16 |
| #12987 | Production | ApexChat.Messaging | 2024-10-14 |
| #12986 | Beta | ApexChat.TaskRunner | 2024-10-14 |
| #12985 | Stages | ApexChat.TaskRunner | 2024-10-14 |
| #12978 | feature-crmf-bug-CRMF-2886_Newly-added-users-or-edited-existing-users-are-not-visible-until-the-page-is-refreshed | ApexChat.Messaging/Publishers | 2024-10-11 |
Portal Notification Management Documentation Update
5 PRs## Overview
The Portal Notification Management system handles the processing, sanitization, and delivery of push notifications, specifically focusing on ApexFlows-related alerts. The system ensures that notification content is stripped of HTML tags and decoded for display on mobile devices, while also filtering out specific notification types to reduce noise. Additionally, the system provides onboarding services for usage metering and supports appointment reminder redirection.
## Notification Sanitization
To ensure consistent rendering on mobile clients, all `ApexFlows` notification titles and descriptions are processed through the `PushNotificationSanitizer`. This utility performs the following actions:
- **Multi-level HTML Decoding:** Recursively decodes HTML entities (up to 5 iterations) to resolve nested encoding.
- **HTML Stripping:** Removes all HTML tags using a compiled regular…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15655 | Crmf4.1 core app staging beta | ApexChat.Core/Managers | 2026-09-25 |
| #15650 | Task/CRMF-3956 Block email clicked and email opened push notifications | ApexChat.Core/Managers | 2026-09-22 |
| #15582 | Revert "Merge pull request #15551 from apexchat/Task/UserAuthorized.a… | ApexChat.Web/Pages | 2026-08-21 |
| #15423 | Bug/CRMF-5566 Fixed request failed error | ApexChat.Web/Services | 2026-05-25 |
| #13711 | Task/CRMF-3565 reminders push notification redirection | ApexChat.Core/Enums | 2025-03-03 |
Portal Notification System Documentation Update
8 PRs## Overview
The Portal Notification System manages the lifecycle of system notifications through an asynchronous messaging architecture. The system relies on the `ApexFlows.Shared.Contracts.Messaging` library to handle event-driven communication between services. The system now supports expanded notification types, including lead, chat, SMS, email, and appointment interactions.
## System Flow
The system processes notifications via a consumer-based architecture. When a notification event is triggered, the `NotificationGenerated` event is published to the message bus. The `NotificationSavedConsumer` listens for this event to process and persist the notification data. The `NotificationManager` handles interactive push notifications for specific statuses. Additionally, the `SendEmailRequestConsumer` processes outgoing email requests, including appointment-related communications, with integr…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15410 | Renamed event to NotificationGenerated | ApexChat.Web | 2026-05-12 |
| #13388 | Beta into Production | ApexChat.Web/scripts | 2025-01-08 |
| #13342 | Task/CRMF-3453 Push notification for new leads/chats received from dashboard | ApexChat.Core/Enums | 2025-01-02 |
| #13231 | Prodution | ApexChat.Core/Managers | 2024-12-10 |
| #13229 | Stage | ApexChat.Core/Enums | 2024-12-10 |
| #13209 | Beta | ApexChat.Core/Managers | 2024-12-10 |
| #13226 | notification work added | ApexChat.Core/Enums | 2024-12-09 |
| #12934 | feature-crmf-log-appointment-email-notification | ApexChat.Web/MessagingConsumers | 2024-10-01 |
Portal Onboarding and Billing Capability
15 PRs## Overview
The Portal Onboarding and Billing capability provides an automated, PLG-driven (Product-Led Growth) signup and provisioning flow for new SmartHub customers. This system handles business registration, user account creation, feature provisioning, and billing integration.
## System Flow
1. **Validation**: The system validates the business name and email address to ensure uniqueness and compliance.
2. **Company Creation**: A new company record is generated, including setting business categories and enabling SmartHub features.
3. **User Provisioning**: A default administrator user is created with the `CRMAdmin` role. The system ensures the user is set to active and enabled status.
4. **Feature Publishing**: SmartHub features are mapped and published based on the selected business category.
5. **Billing Integration**: Usage events are tracked via a vendored outbox pattern to ensur…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15594 | Task/CRMF-6450-Smarthub signup recieves business phone number from smarthub | ApexChat.Core/Managers | 2026-08-25 |
| #15591 | Feature/PLG | ApexChat.Core/Managers | 2026-08-25 |
| #15588 | fix build errors | ApexChat.Core/Managers | 2026-08-24 |
| #15587 | Feature/PLG into Beta | ApexChat.Core/Managers | 2026-08-24 |
| #15585 | Task/beta into PLG | ApexChat.Core/Managers | 2026-08-24 |
| #15581 | Fixed merge issues | ApexChat.Core/Managers | 2026-08-21 |
| #15580 | Bug/CRMF-6381 Fixed business category mapping | ApexChat.Core/Managers | 2026-08-21 |
| #15578 | Task/CRMF-6377_PLG-Admin_is_created_by_default | ApexChat.Core/Managers | 2026-08-21 |
| #15568 | skip Your portal is now active email | ApexChat.Core/Managers | 2026-08-19 |
| #15566 | Bug/CRMF-6363_Duplicate_emails_being_sent_on_PLG_signup | ApexChat.Core/Managers | 2026-08-19 |
| #15565 | Task/Set CRMAdmin as signup user default role | ApexChat.Core/Managers | 2026-08-19 |
| #15561 | Allow Google signup validation to skip email until OAuth completes. | ApexChat.Core/Managers | 2026-08-18 |
| #15557 | auth0 validation implemented-6318 | ApexChat.Core/Managers | 2026-08-13 |
| #15556 | Task/Add validation to signup process | ApexChat.Core/Managers | 2026-08-11 |
| #15555 | Bug/CRMF-6316 Set new users as active and enabled | ApexChat.Core/Managers | 2026-08-11 |
Portal Onboarding and Billing Data Expansion
4 PRs## Overview
This update enhances the portal onboarding and billing infrastructure by introducing mandatory business registration fields to the company profile and provisioning workflows. The system now tracks the country of registration and the registration number for all accounts, ensuring these details are captured during the onboarding process and persisted within the core data models.
## Data Model Enhancements
The following fields have been added to the `Account`, `Company`, and `ProvisioningRequest` data schemas:
- **BusinessRegistrationIssuingCountry**: A string field (max 100 characters) to record the country where the business is registered.
- **BusinessRegistrationNumber**: A string field (max 128 characters) to store the official business registration identifier.
These fields are exposed via `CompanyDTO` and `OnBoardingDTO` to support API-driven updates and are marked as `[U…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15306 | Core app staging into beta | ApexChat.Core/Data | 2026-04-06 |
| #15305 | Azure webapi staging | ApexChat.Core/Data | 2026-04-06 |
| #15290 | Core app staging | ApexChat.Core/DTOs | 2026-04-01 |
| #15286 | Core app staging into webapi | ApexChat.Core/Data | 2026-04-01 |
Portal Onboarding and Billing Management
44 PRs## Overview
This capability manages the onboarding process for new company accounts and enhances the agent dashboard's lead management and chat transfer controls. It enforces strict validation on company keys and provides improved handling for lead phone number updates.
## Onboarding Validation
The system enforces a strict naming convention for company keys during the onboarding process. Company keys must consist exclusively of alphanumeric characters (a-z, 0-9). Any input containing spaces or special characters triggers a validation error, preventing the creation of invalid company records in the database.
## Agent Dashboard and Lead Management
- **Chat Transfers**: The agent dashboard now supports an `isOperatorEnabled` flag. When enabled, this flag restricts the visibility of the 'Transfer Chat' option for agents, providing more granular control over chat routing.
- **Lead Phone Upd…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15646 | Task/CRMF-6686-AIbot and Scriptbot enabled in signup request | ApexChat.Core/Managers | 2026-09-17 |
| #15638 | Bug/CRMF-6539-CompanySetting-Entry-Created-For-PLGSignUp | ApexChat.Core/Managers | 2026-09-15 |
| #15633 | Prod into WebApi Staging | ApexChat.Core/Managers | 2026-09-11 |
| #15521 | Prod into Feature | ApexChat.Core/Managers | 2026-09-10 |
| #15625 | Merge/prod into core app staging | ApexChat.Core/Managers | 2026-09-08 |
| #15624 | Merge Production to core_app_staging | ApexChat.Core/Managers | 2026-09-08 |
| #15621 | Floating Widget Beta into Production | ApexChat.Core/Managers | 2026-09-07 |
| #15619 | Task/CRMF-6537-Map time zones in apexchat from smarthub | ApexChat.Core/Managers | 2026-09-04 |
| #15618 | Beta | ApexChat.Core/Managers | 2026-09-04 |
| #15617 | Bug/crmf-values-not-publishin-for-smarthub-premium-feature | ApexChat.Core/Managers | 2026-09-02 |
| #15616 | Task/CRMF-6517-Temporary Country set to default in account creation as well. | ApexChat.Core/Managers | 2026-09-02 |
| #15614 | CRMF-6500 welcome email recieved from the PLG Smarthub | ApexChat.Core/Managers | 2026-09-02 |
| #15610 | Azure webapi beta into Production | ApexChat.Core/Managers | 2026-09-01 |
| #15609 | PLG Beta into Production | ApexChat.Core/Managers | 2026-09-01 |
| #15612 | Task/CRMF-6394-Fix for business website | ApexChat.Core/DTOs | 2026-08-31 |
| #15605 | Task/CRMF-6455-enablenewportal flag used | ApexChat.Core/Managers | 2026-08-27 |
| #15603 | Task/CRMF-6455-PLG user is incorrectly granted New Portal access — should be restricted to Smarthub only | ApexChat.Core/Managers | 2026-08-27 |
| #15598 | Feature/PLG into Feature/crmf | ApexChat.Core/Managers | 2026-08-27 |
| #15597 | Beta into webapi | ApexChat.Core/Managers | 2026-08-27 |
| #15596 | Feature/PLG into Beta | ApexChat.Core/Managers | 2026-08-27 |
| #15425 | Beta to Production | ApexChat.Database | 2026-05-30 |
| #15424 | Voiceai prod | ApexChat.Database | 2026-05-29 |
| #15419 | Prod into Stages | ApexChat.Core/DTOs | 2026-05-22 |
| #15014 | Bug/CHAT-17759__Credit_card_number_gets_linked_with_wrong_account | ApexChat.Web/scripts | 2026-01-05 |
| #14467 | Task/UIUX-2618-Add-Trial-option-to-new-portal | ApexChat.Core/DTOs | 2025-09-22 |
| #14453 | Task/5.7 merge prod | ApexChat.Core/Managers | 2025-09-15 |
| #14447 | Task/UIUX-2618-Add-Trial-option-to-the-new-portal | ApexChat.Core/DTOs | 2025-09-15 |
| #14440 | Beta into Prod | ApexChat.Core/Managers | 2025-09-09 |
| #14438 | Core app staging into beta | ApexChat.Core/Managers | 2025-09-09 |
| #14437 | Bug/CHAT-15938_he_package_is_removed_from_the_host_ | ApexChat.Core/Managers | 2025-09-09 |
| #14222 | Beta into Production | ApexChat.Web/Templates | 2025-07-11 |
| #14217 | Core app staging into beta | ApexChat.Web | 2025-07-11 |
| #14211 | Task/CHAT-17305_Update_the_success_screen | ApexChat.Web | 2025-07-10 |
| #13522 | Task/chat 16841 setup fee, email address for billing not reflected in company | ApexChat.Web/scripts | 2025-01-30 |
| #13520 | remove duplicate billingEmail in voice form | ApexChat.Core/Managers | 2025-01-30 |
| #13481 | added placeholders for StripeTargetUrl | ApexChat.Web/config | 2025-01-22 |
| #13480 | added StripeTargetUrl placeholder | ApexChat.Web/config | 2025-01-22 |
| #13479 | added error logs | ApexChat.Web/Pages | 2025-01-22 |
| #13477 | Revert "Merge pull request #13441 from apexchat/Task/UIUX-2818-Hide-T… | ApexChat.Web/scripts | 2025-01-22 |
| #13433 | Feature/5_1_Task_CHAT-16531_Remove_The_ProRate_from_Quote | ApexChat.Core/Managers | 2025-01-15 |
| #13387 | Feature/4.9.6.1 | ApexChat.Web/Pages | 2025-01-08 |
| #13381 | Feature/4.9.6.1 | ApexChat.Web/Pages | 2025-01-07 |
| #13334 | Corestage to beta | ApexChat.Web/scripts | 2025-01-01 |
| #13318 | Corestage to beta | ApexChat.Web/scripts | 2024-12-31 |
Portal Onboarding and Billing Management
15 PRs## Overview
This capability enhances the portal onboarding and billing management system by introducing granular control over account provisioning, AI chatbot integration, and trial period configurations. The system now supports dynamic account type selection, AI-specific settings (including 'Suggest Agent' and 'Auto Pilot' modes), and nullable trial day configurations to better support flexible onboarding workflows.
## System Flow
1. **Onboarding Configuration**: During the signup process, administrators or users select account types. If the 'AI Chatbot' account type (ID 3) is selected, the system enforces the selection of an AI Chatbot type.
2. **Data Persistence**: The system updates `WebsiteSignUp` and `ProvisioningRequest` records to include new fields for `AiChatbotEnabled` and `AiChatbotType`.
3. **Validation**: The system validates that an AI Chatbot type is selected if the AI a…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14571 | Azure webapi beta into production | ApexChat.Core/Data | 2025-10-07 |
| #14570 | Beta into Production | ApexChat.Core/Data | 2025-10-07 |
| #14566 | Bug/Remove-TrialDays-Duplication-Fix-azure-webapi-beta | ApexChat.Core/DTOs | 2025-10-06 |
| #14562 | fix beta build error | ApexChat.Core/DTOs | 2025-10-06 |
| #14560 | Beta webapi | ApexChat.Core/Data | 2025-10-06 |
| #14559 | beta webapi | ApexChat.Core/Data | 2025-10-06 |
| #14558 | Core app beta | ApexChat.Core/Data | 2025-10-06 |
| #14554 | Core app staging webapi | ApexChat.Core/Managers | 2025-10-06 |
| #14553 | Feature/4.6.1 into stage | ApexChat.Core/Managers | 2025-10-06 |
| #14545 | Core app staging webi | ApexChat.Core/Data | 2025-10-03 |
| #14544 | Feature/4.6.1 UI ux into stages | ApexChat.Core/Data | 2025-10-03 |
| #14539 | Feature/4.6.1 into stages WebaPI | ApexChat.Core/Data | 2025-10-02 |
| #14538 | staging webapi | ApexChat.Web/config | 2025-10-02 |
| #14537 | Feature/4.6.1 into stage | ApexChat.Core/Data | 2025-10-02 |
| #14526 | Task/UIUX-2618-Add-Trial-option-fix | ApexChat.Core/DTOs | 2025-10-01 |
Portal Onboarding and Billing Management
3 PRs## Overview
This feature area covers updates to the Blazeo portal onboarding documentation and modifications to the script management workflow within the application.
## Billing Documentation
The onboarding template has been updated to clarify the billing process for customers. Blazeo now explicitly states that upon cancellation, a final prorated invoice is issued following the 30-day notice period.
## Script Management Workflow
The script tree interaction logic has been simplified. Previously, the system performed an asynchronous check via `mappingExists` to verify if script questions were linked to external services (EP/PreChat/greetings) before allowing a template change. The system now proceeds directly to updating the script tree, removing the validation check that prevented changes when mappings existed.
## PRs
#15116 — Updated billing terms in the onboarding template; ApexChat.…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15116 | Feature/5.12 | ApexChat.Web/Templates | 2026-02-06 |
| #15114 | prod into 3.6 | ApexChat.Web/scripts | 2026-02-06 |
| #15103 | Core app staging into Beta | ApexChat.Web/scripts | 2026-02-03 |
Portal Onboarding and Billing Pricing Logic
4 PRs## Overview
This capability updates the portal onboarding and billing system to correctly handle 'Per Item' and 'Per Minute' pricing models. The system now distinguishes these variable-cost models from fixed monthly fees during the signup and onboarding email generation processes, ensuring that total fee calculations and UI displays are accurate.
## User and System Flow
1. **Data Retrieval**: During the `Page_Load` event on the `SignUp` page, the system fetches the feature price list.
2. **Categorization**: The system separates pricing items into 'Monthly' fees and a new 'Per Minute/Per Item' category.
3. **Calculation**: When calculating the total onboarding fee, the system subtracts both monthly fees and any 'Per Minute' or 'Per Item' fees from the total to prevent double-counting or incorrect billing totals.
4. **Display**: The `SignUp.aspx` page renders a dedicated table section for…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13068 | Feature/4_9_8_Bug_CHAT-16400_Onboarding_Issue_With_Per_Item_In_Total_More_Changes | ApexChat.Web/Pages | 2024-10-24 |
| #13060 | Feature/4_9_8_Bug_CHAT-16400_Onboarding_Issue_With_Per_Item_In_Total_Override_Case | ApexChat.Web/Pages | 2024-10-23 |
| #13054 | Feature/4_9_8_Bug_CHAT-16400_Onboarding_Issue_With_Per_Item_In_Total | ApexChat.Web | 2024-10-23 |
| #13052 | Feature/4_9_8_Bug_CHAT-16400_Onboarding_Issue_With_Per_Item_In_Total | ApexChat.Web/Pages | 2024-10-23 |
Portal Onboarding and Billing: Card Verification Code (CVC) Input Handling
1 PR## Overview
This capability manages the input validation logic for the Card Verification Code (CVC/CSC) field during the portal onboarding and billing process. It ensures that user input is restricted to numeric characters.
## Functionality
The system monitors the `csc` input field for keyup events. When a user enters data, the system automatically strips any non-numeric characters from the input string using a regular expression (`/\D/g`). The resulting numeric string is then updated in the input field.
## Constraints and Edge Cases
- **Input Sanitization**: The system enforces a numeric-only policy for the CVC field. Any non-numeric characters (such as spaces, dashes, or letters) are immediately removed upon entry.
- **Length Limitation**: Previous constraints that strictly limited the input to 3 digits have been removed. The system now allows the input field to accept numeric sequen…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13719 | Bug/chat 17016 card cvv issue | ApexChat.Web/scripts | 2025-03-04 |
Portal Onboarding and Provisioning
2 PRs## Overview
The Portal Onboarding and Provisioning system manages the automated generation of company keys during the onboarding process. When a company initiates an onboarding request, the system evaluates the provided data to ensure a valid company key is assigned.
## Onboarding Logic
During the `UpdateOnBoarding` process, the system checks if a `CompanyKeyRequest` is missing. If the `CompanyKeyRequest` is null or empty, the system now verifies that a `CompanyName` has been provided. If both conditions are met (missing key, present name), the system automatically generates a company key using the `ProvisioningRequestManager.GeneratePossibleCompanyKeys` method and assigns the first available option to the request.
## Mermaid Flowchart
```mermaid
graph LR
A[Receive Onboarding DTO] --> B{CompanyKeyRequest is empty?}
B -- Yes --> C{CompanyName is present?}
C -- Yes --> D[Generate C…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13811 | Production Patch - Task/UIUX-2903-Onboarding-and-Conversation-Issues | ApexChat.WebApi/Controllers | 2025-03-27 |
| #13809 | Task/UIUX-2903-Onboarding-and-Conversation-Issues | ApexChat.WebApi/Controllers | 2025-03-27 |
Portal Profile Configuration Update
15 PRs## Overview
This update introduces enhancements to the Portal Profile configuration, including new AI-driven pop-up message overlay options, expanded video greet management, ElevenLabs AI voice integration, and the formalization of the 'Launch Chat Window' configuration. Security hardening remains a priority with parameterized query implementation.
## Pop Up Message Overlay
Administrators can now configure a pop-up message overlay for the chat widget. New fields include:
- **Enable Pop Up Message Overlay**: Toggles the overlay functionality.
- **Pop Up Message Text**: The static text to display in the overlay.
- **Generate Pop Up Text From AI**: Enables AI-assisted generation of the overlay message.
- **Pop Up Message Delay Seconds**: Configures the time delay before the overlay appears.
### Constraints and Validation
- **Conflict Resolution**: The system prevents enabling both 'Launch…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15564 | Update ProfileForm.js | ApexChat.Web/scripts | 2026-08-19 |
| #15428 | Fix SQL Injection risk | ApexChat.Core/Managers | 2026-05-31 |
| #15038 | Revert "Feature/4.8.1 UI to staging" | ApexChat.Core/DTOs | 2026-01-12 |
| #15036 | Feature/4.8.1 UI to staging | ApexChat.Core/DTOs | 2026-01-12 |
| #15011 | Task/prod into azure webapi beta | ApexChat.Web/scripts | 2026-01-05 |
| #14995 | Beta into weba api beta | ApexChat.Web/scripts | 2026-01-05 |
| #14795 | Bug/UIUX-3165-Widget-changes-changes-from-the-new-portal | ApexChat.Core/DTOs | 2025-12-03 |
| #14792 | 5.9 to beta | ApexChat.Core/Managers | 2025-12-02 |
| #14784 | Feature/5.9 into stage | ApexChat.Core/Managers | 2025-12-01 |
| #14423 | Core app staging into beta | ApexChat.Web/scripts | 2025-09-04 |
| #14412 | 5.7.1 into Beta | ApexChat.Core/Data | 2025-09-02 |
| #14395 | Feature/5.7.1 into stage | ApexChat.Core/Data | 2025-08-29 |
| #14383 | move flag under prechat tab | ApexChat.Web/scripts | 2025-08-26 |
| #14379 | set box label for Launch chat window | ApexChat.Web/scripts | 2025-08-25 |
| #14378 | CHAT-17394__Launch_Chat_Window'_flag_is_missing_in_profile_section | ApexChat.Web/scripts | 2025-08-25 |
Portal Profile Configuration: Chatbar Border Style
2 PRs## Overview
This feature introduces a configurable 'Chatbar Border Style' for portal profiles, allowing administrators to toggle between 'Rounded' and 'Squared' visual styles for the chat interface. The configuration is persisted in the database and integrated into the Profile management UI.
## User Flow
1. **Selection**: In the Profile configuration form, the user selects a theme.
2. **Automatic Update**: When a theme is selected, the system triggers `skinChanged` and automatically updates the 'Chat Bar Border Style' field based on the theme's `themestyleValue`.
3. **Manual Override**: Users can manually adjust the 'Chat Bar Border Style' using the new dropdown field, which defaults to 'Squared'.
4. **Persistence**: Upon saving the profile, the `ChatbarBorderStyle` value is stored in the `Profiles` database table.
## Technical Implementation
- **Database**: A new `ChatbarBorderStyle`…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14157 | Beta into Production | ApexChat.Web/scripts | 2025-07-02 |
| #14151 | Task/chat 17261 into beta | ApexChat.Core/Models | 2025-07-01 |
Portal Provisioning Requests Documentation Update
13 PRs## Overview
The Portal Provisioning Request form manages account type configurations for client portals. Recent updates have introduced native support for AI Chatbot configurations, refined logic for company key generation, corrected validation logic for third-party appointment scheduling integrations, and fixed voice feature persistence during form submission.
## Functionality
- **AI Chatbot Configuration:** Users can enable AI Chatbot functionality via the 'AI Chatbot Enabled' checkbox. When checked, the 'AI Chatbot Type' radio group becomes visible, allowing selection between 'Auto Send' (1) and 'Suggest Agent' (2).
- **Data Persistence:** The system includes 'AiChatbotEnabled' (boolean) and 'AiChatbotType' (integer) fields in the provisioning request schema. Voice feature settings are now explicitly validated during the save process to ensure data persistence.
- **Company Key Genera…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15634 | Bug/CHAT-18017_VAOptionRemoved | ApexChat.Web/scripts | 2026-09-17 |
| #14557 | Core app staging webapi | ApexChat.Web/scripts | 2025-10-06 |
| #14556 | Feature/4.6.1 into stage | ApexChat.Web/scripts | 2025-10-06 |
| #14532 | Task/Chat 17343-Provisioning-Radio-Updated | ApexChat.Web/scripts | 2025-10-01 |
| #13980 | Feature/5.4 Stage | ApexChat.Web/Templates | 2025-05-21 |
| #13964 | Feature/5.4 | ApexChat.Web/scripts | 2025-05-19 |
| #13944 | Feature/5.4 Stages | ApexChat.Core/Data | 2025-05-13 |
| #13824 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/Managers | 2025-04-08 |
| #13820 | Azure webapi develop into WebAPI-Staging | ApexChat.Core/Managers | 2025-04-07 |
| #13817 | WebApi | ApexChat.Core/Managers | 2025-04-03 |
| #13383 | merge Feature/4.9.6.1 into Feature/4.9.9 | ApexChat.Core/Managers | 2025-01-07 |
| #13382 | Feature/4_9_6_1_Bug_CHAT-16675_ThirdParty_Page_Migration_Issue | ApexChat.Core/Managers | 2025-01-07 |
| #12988 | Feature/4_9_8_Bug_CHAT-16364_Voice_Feature_Setting_Not_Saving_In_Provisioning | ApexChat.Web/scripts | 2024-10-14 |
Portal Reporting and Analytics Documentation Update
20 PRs## Overview
The Portal Reporting and Analytics subsystem optimizes dashboard metric retrieval for 'Total Chats' and 'Total Leads' via the `StatsManager`. The system supports expanded company feature flags (DocuSign, Voice, AI Bot) and provides enhanced CRM user management. Reporting now includes granular location data (City, State, Zip) and standardized account type filtering. Recent updates have standardized date filtering to use EST-converted UTC timestamps, added strict validation for CRM call logs, and refined retainer and operator analytics. Date range queries now utilize exclusive upper-bound logic to ensure accurate same-day reporting.
## System Flow
1. **Reporting**: The `GetQuickStatsFromWarehouse` method evaluates `noFiltersApplied`. If absent, it executes a direct `ISNULL(SUM(...), 0)` query. Lead reports include explicit City, State, and Zip fields. Date filtering utilizes U…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15322 | Production | ApexChat.Core/DTOs | 2026-04-10 |
| #15317 | Bug/UIUX-000-Total-Chats-Count-Issue | ApexChat.Core/DTOs | 2026-04-10 |
| #15316 | Bug/UIUX-000-Total-Chats-Count-Issue | ApexChat.Core/Managers | 2026-04-10 |
| #15300 | Task/CRMF-5390-Update-Google-Analytics-Event-Tracking | ApexChat.Web/Pages | 2026-04-03 |
| #15283 | Task/CRMF-5390-Update-Google-Analytics-Event-Tracking | ApexChat.Core/Models | 2026-04-01 |
| #15282 | Task/CRMF-4596-Login-Events | ApexChat.Web/Pages | 2026-03-31 |
| #15279 | Task/CRMF-4596-Login-Events | ApexChat.Web/config | 2026-03-30 |
| #15269 | Bug/CRMF-5249-Error-message-appears-on-login | ApexChat.Web/Pages | 2026-03-30 |
| #14613 | Production into 5.7.2 | ApexChat.Core/DTOs | 2025-10-16 |
| #14610 | Azure webapi beta into Prod | ApexChat.Core/DTOs | 2025-10-15 |
| #14609 | Beta into Production | ApexChat.Web/scripts | 2025-10-15 |
| #14600 | Feature/5.7 stage | ApexChat.Web/scripts | 2025-10-14 |
| #14599 | Core app staging webapi | ApexChat.Core/Models | 2025-10-14 |
| #14598 | Feature/5.7 stage | ApexChat.Web/scripts | 2025-10-14 |
| #14329 | Task/UIUX-3065-Difference-in-Inbound-Quick-Stat | ApexChat.Core/Stats | 2025-08-04 |
| #14263 | Bug/UIUX-3016-retainer-analytics-aren't-correct | ApexChat.Core/Managers | 2025-07-21 |
| #14236 | Task/UIUX-2921-Analytics-do-not-display-operators | ApexChat.Core/Managers | 2025-07-15 |
| #14113 | Bug/UIUX-2956-Retainers-Overview-graph-in-voice | ApexChat.Core/Stats | 2025-06-19 |
| #14058 | UIUX-2951 - production fix same date analytics issue fixed | ApexChat.Core/Managers | 2025-05-29 |
| #14057 | UIUX-2951 - same date fix | ApexChat.Core/Managers | 2025-05-29 |
Portal Reporting and Analytics: Voice and Call Analytics
14 PRs## Overview
The Portal Reporting and Analytics capability has been extended to support comprehensive voice and call tracking analytics. This update introduces new data models, API endpoints, and visualization logic to track outbound call performance, call quality trends, and inbound call metrics.
## System Flow
1. **Data Collection**: The system utilizes a new `ApexVoice` database connection to aggregate call data from the `Inbox` and `CallScores` tables.
2. **Request Processing**: Users request analytics via `VoiceStatsController` endpoints (`/api/v1/voicestats/quickstats` or `/api/v1/voicestats/chartsNGraph`).
3. **Filtering & Aggregation**: The system applies filters based on date ranges, company relationships, and specific host IDs using `GraphPack` utility methods.
4. **Visualization**: Data is processed into DTOs (e.g., `OutboundCalls`, `CallQualityStats`) and returned to the dash…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14009 | Feature/5.4 into CoreStage | ApexChat.Web/scripts | 2025-05-22 |
| #14001 | Feature/5.4 Stage | ApexChat.Web/scripts | 2025-05-22 |
| #13970 | Feature/5.4 stage | ApexChat.Core/Managers | 2025-05-20 |
| #13967 | Fix migration issue with LeadsAnalytics SP | ApexChat.Database/ApexChatWarehouse | 2025-05-20 |
| #13960 | Feature/5.4 stage | ApexChat.Web/scripts | 2025-05-19 |
| #13147 | Production | ApexChat.Warehouse | 2024-11-18 |
| #13146 | Beta | ApexChat.Warehouse | 2024-11-18 |
| #13142 | CoreStage_Bug_CHAT-16421_Error_Running_Transcript_Report | ApexChat.Warehouse | 2024-11-17 |
| #13133 | Production | ApexChat.Database/ApexChat | 2024-11-14 |
| #13132 | Beta | ApexChat.Database/ApexChat | 2024-11-14 |
| #13129 | Beta | ApexChat.Warehouse/Models | 2024-11-13 |
| #13127 | CoreStage_Bug_CHAT-16430_Revert_Billable_Leads_Report_Formatting_And_Columns | ApexChat.Warehouse/Models | 2024-11-13 |
| #12926 | Task/UIUX-2583-Outbound-calls-Graph-UIUX-2586 | ApexChat.Core/Stats | 2024-10-02 |
| #12898 | Task/UIUX-2567-Inbound-Calls-&-UIUX-2568-&-UIUX-2569-&-UIUX-2578 | ApexChat.WebApi | 2024-10-01 |
Portal Reporting and Logs Enhancements
2 PRs## Overview
This update introduces improvements to report data formatting, export consistency, and UI presentation within the portal reporting subsystem. These changes ensure that report exports contain accurate, human-readable values and that UI elements handle long strings gracefully.
## Reporting Data and Export Improvements
- **Export Formatting**: Data models for Lead Delay, Lead Detail, and Lead Summary reports have been updated with explicit `Order` attributes to ensure consistent column ordering in exported datasets.
- **Human-Readable Values**: Boolean fields such as `isSMS`, `isExitPopup`, and `isMobile` are now converted to "Yes"/"No" strings during the report generation process for better readability in exported files.
- **Conditional Column Exclusion**: The system dynamically excludes columns from exports if no relevant data is present (e.g., if no leads are marked as SMS o…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12998 | break hostids to new lines | ApexChat.Web/scripts | 2024-10-15 |
| #12965 | Feature/4_9_8_Bug_CHAT-15584_Report_Export_Values | ApexChat.Warehouse/Models | 2024-10-09 |
Portal Reporting and Logs Update: AI Token Tracking
6 PRs## Overview
This update introduces improvements to the ApexChat portal, focusing on reporting data accuracy, dashboard UI usability, log readability, enhanced security for lead data handling, robust authentication/redirection logic, and Knowledge Base search functionality. Additionally, it expands analytics coverage for VideoGreet, Popup Message, and Pre-Chat Message features, introduces AI-driven URL management infrastructure, and adds granular token usage tracking for AI chat interactions.
## Reporting and Logs
- **Lead Reports**: The 'Category' field has been fully deprecated and removed from `LeadSummaryReport` and `LeadDetailReport` grid views and database aggregations. Logic has been updated to hide these columns unless explicitly applied within the company configuration.
- **Log Readability**: The `GetAgentActivityLoginDetails` stored procedure now enforces an `ORDER BY CreatedOn…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15602 | Bug/UIUX-3324-Billable-Leads-Count-Drastically-Mismatches | ApexChat.Database/ApexChatWarehouse | 2026-08-27 |
| #15025 | Ai q4 3.5 into stages | ApexChat.Database/ApexChat | 2026-01-07 |
| #14744 | Add PreChatMessageLogs to Warehouse DB | ApexChat.Database/ApexChatWarehouse | 2025-12-02 |
| #14706 | Prod into Beta | ApexChat.Database/ApexChat | 2025-11-14 |
| #14703 | Update PortalLeadsView1.sql | ApexChat.Database/ApexChat | 2025-11-13 |
| #13524 | Task/AI-5 Track Token Usage per Message | ApexChat.Database/ApexChat | 2025-01-31 |
Portal Role-Based Access: Scheduling Roles
1 PR## Overview
The portal role-based access system has been extended to include two new security roles: `SchedulingTeamManager` and `SchedulingUser`. These roles are integrated into the existing CRM and user management infrastructure, allowing for granular permission assignment within the ApexChat platform.
## Role Integration
- **Role Provisioning**: The `ApexChatRoleProvider` now automatically ensures the existence of `SchedulingTeamManager` and `SchedulingUser` roles for companies when `EnsureRoles` is invoked.
- **User Model Updates**: The `User` model has been updated to include boolean flags `IsSchedulingTeamManager` and `IsSchedulingUser`, which are populated during user retrieval based on assigned roles.
- **Authentication & Authorization**: The system now recognizes these roles during SSO synchronization and database queries. Specifically, the `UserManager` has been updated to inc…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15377 | Task/Scheduling_Team_Manager_&_Scheduling_User_role | ApexChat.Core/Managers | 2026-05-11 |
Portal SmartHub Feature Integration
2 PRs## Overview
The Portal SmartHub Feature Integration provides a mechanism to categorize system features as "SmartHub"-specific. This capability allows administrators to flag features within the onboarding and management interface, ensuring that specific business logic or UI components can distinguish between standard features and those designated for the SmartHub ecosystem.
## User and System Flow
1. **Configuration**: Administrators interact with the `FeaturesPanel.js` UI component to toggle the `isSmartHubFeature` checkbox.
2. **Data Persistence**: When a feature is added or updated via the `FeatureManager`, the `isSmartHubFeature` boolean is mapped to the `Features` database table.
3. **Schema Management**: The system utilizes a SQL migration script to ensure the `Features` table contains the `isSmartHubFeature` bit column, defaulting to `0` (false).
## Constraints and Edge Cases
- *…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15182 | Revert "Changes added to smarthubfeature" | ApexChat.Core/Data | 2026-03-04 |
| #15178 | Changes added to smarthubfeature | ApexChat.Core/Data | 2026-03-03 |
Portal SSO and Host Routing
2 PRs## Overview
The Portal SSO and Host Routing system manages authentication provider lookups for specific hosts. It ensures that when a request is processed for a given host, the system correctly identifies the associated Single Sign-On (SSO) provider, even if a direct mapping by Host ID is not explicitly defined.
## System Flow
When the system processes a request for a host, it attempts to resolve the SSO provider using the following logic:
1. **Host ID Lookup**: The system first queries for an SSO provider associated directly with the `HostID`.
2. **Domain Fallback**: If no provider is found via the `HostID`, the system performs a secondary lookup using the host's `Domain` to identify the associated provider.
3. **Provider Retrieval**: Once a provider is identified, the system proceeds to generate the necessary authentication cookies (e.g., `RedirectNewPortalKey`) to facilitate the SSO…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14921 | GetProviderInfoFromHostID Fall back to GetProviderInfoFromDomain | ApexChat.Web/Handlers | 2025-12-19 |
| #14894 | Tasl/CRMF-4899-Enable_CRM_at_Domain_Level_for_All_Associated_Hosts | ApexChat.Core/ThirdParty | 2025-12-16 |
Portal SSO Authentication and CRM Redirect Management
15 PRs## Overview
This capability manages Single Sign-On (SSO) authentication flows with specific support for differentiating between standard portal access and CRM-specific portal redirection. The system utilizes cookies and query parameters to track user intent, ensuring that users are routed to the appropriate portal (V2 or legacy) and login experience based on their CRM-enabled status.
## System Flow
1. **Initiation**: The system checks for the `isCRMRedirect` flag via cookies or query strings during authentication or migration events.
2. **Validation**: The `CompanySelector` and `Authorized` pages validate the user's CRM status and host configuration.
3. **Redirection**: Based on the `redirectToNewPortal` and `redirectToCRMPortal` flags, the system constructs a target URL. If a CRM redirect is active, the system appends `?isCRMRedirect=true` to the destination URL.
4. **Communication**:…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13765 | Production - CRMF Changes | ApexChat.Web/Pages | 2025-03-12 |
| #13764 | Beta | ApexChat.Web/Pages | 2025-03-12 |
| #13763 | stage | ApexChat.Web/Pages | 2025-03-12 |
| #13762 | Bug/CRMF-3714-Login-with-I-used-to-login-differently | ApexChat.Web/Pages | 2025-03-12 |
| #13758 | Feature/crmf stage | ApexChat.Web/Pages | 2025-03-11 |
| #13757 | Feature_crmf_CRMF-3702_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-03-11 |
| #13755 | Feature/crmf stage | ApexChat.Web/Pages | 2025-03-11 |
| #13754 | Feature_crmf_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-03-11 |
| #13753 | Feature/crmf Stage | ApexChat.Web/Pages | 2025-03-11 |
| #13752 | Feature_crmf_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-03-11 |
| #13750 | Bug/CRMF-3693-Incorrect-redirection-on-Access-Denied | ApexChat.Web/Pages | 2025-03-10 |
| #13737 | Feature_crmf_CRMF-3624_CRMF-3677_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-03-07 |
| #13736 | Feature_crmf_CRMF-3624_CRMF-3677_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-03-07 |
| #13735 | CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-03-07 |
| #13721 | Feature_crmf_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Core/Managers | 2025-03-05 |
Portal SSO Authentication and User Preference Management
12 PRs## Overview
The Portal SSO Authentication system manages secure user identity verification, token exchange, and user-specific portal routing. Recent updates introduce persistent user preferences for portal types (Customer Portal vs. CRM), enhanced session management, and improved security for cross-portal navigation.
## Authentication Flow
When a user initiates an SSO login, the system processes the callback at the `Authorized.aspx` endpoint. The system detects if the request originates from a Smarthub integration via the `isSmarthub` query parameter. If detected, the system overrides standard client credentials with Smarthub-specific IDs.
Following successful authentication, the system manages user-specific preferences. Users can now be associated with a `PreferredCompanyID` and `PreferredPortalType` (CustomerPortal or CRM). The system validates the user's session and provides mechani…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15553 | add proivder id in error | Lib/Internal | 2026-08-10 |
| #15551 | Task/user authorized.aspx page as callback | ApexChat.Web/Pages | 2026-08-10 |
| #15421 | Beta into Prod | ApexChat.Web/Pages | 2026-05-22 |
| #15420 | Core app staging into beta | ApexChat.Web/Pages | 2026-05-22 |
| #14938 | Core app staging into beta | ApexChat.Core/Managers | 2025-12-22 |
| #14490 | Feature/sso test into Production (SSO Release) 🎯 | ApexChat.Web/Pages | 2025-09-25 |
| #14486 | Feature/sso test into Beta (SSO RELEASE) 🥇 | ApexChat.Web/Pages | 2025-09-24 |
| #14485 | Feature/sso test into Beta (SSO RELEASE) 🥇 | ApexChat.Web/Pages | 2025-09-24 |
| #14484 | Task/CRMF-4465-Login-Mechanisim-SSO-Patch | ApexChat.Web/Pages | 2025-09-24 |
| #14483 | Task/CRMF-4465-Login-Mechanisim-SSO-Patch | ApexChat.Web/Pages | 2025-09-24 |
| #14476 | Task/CRMF-4465-Login-Mechanisim-SSO-Patch | ApexChat.Web/Pages | 2025-09-23 |
| #14473 | Bug/CRMF-4546-screen-stuck-on-loading-after-selecting | ApexChat.Web/Pages | 2025-09-22 |
Portal SSO Authentication Management
7 PRs## Overview
This capability manages the Single Sign-On (SSO) authentication lifecycle for the CRM portal, ensuring secure session validation and proper redirection for new and existing users. It integrates state validation to prevent unauthorized authentication attempts and handles complex redirection flows for users transitioning between the portal and the CRM.
## Authentication Flow
1. **Initiation**: When a user initiates login or account migration, the system generates a unique `sso_state` GUID, stored in a secure, HttpOnly cookie with a 5-minute expiration.
2. **Authorization**: The user is redirected to the identity provider (Auth0) with the `state` parameter included in the URI.
3. **Validation**: Upon return, the `Authorized.aspx` page validates the `state` parameter against the stored cookie. If validation fails, the session is rejected.
4. **Redirection**: For CRM access, the…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15186 | Bug/CRMF-5263-The-user-is-not-able-to-login-in-to-the-CRM-portal | ApexChat.Web/Pages | 2026-03-04 |
| #15183 | Bug/CRMF-5263-The-user-is-not-able-to-login-in-to-the-CRM | ApexChat.Web/Pages | 2026-03-04 |
| #15146 | Beta into Production | ApexChat.Web/Pages | 2026-02-18 |
| #15145 | Core app staging into Beta | ApexChat.Web/Pages | 2026-02-18 |
| #15141 | Task/CRMF-4710-New-User-Not-Redirected | ApexChat.Web/Pages | 2026-02-18 |
| #15140 | Task/CRMF-4710-New-User-Not-Redirected | ApexChat.Web/Pages | 2026-02-17 |
| #15135 | Task/CRMF-4710-New-User-Not-Redirected | ApexChat.Web/Pages | 2026-02-16 |
Portal System Caching: Company Configuration Synchronization
1 PR## Overview
The Portal System Caching capability ensures that company-level configuration flags are correctly synchronized within the application's memory cache. Specifically, it manages the mapping of CRM flow status to the Smart Hub feature flag during the company object initialization process.
## System Flow
1. The `CacheManager` initiates a request to retrieve company data based on a specified column and value.
2. The system fetches the raw data and utilizes the `ModelFactory` to instantiate a `Company` object.
3. The system explicitly maps the `IsCRMFlowsEnabled` property from the data source to the `IsSmartHubEnabled` property on the `Company` model.
4. The `Company` object is then populated with additional settings via `CompanyManager.GetCompanySettings` before being stored in the cache.
## Constraints and Edge Cases
- **Default Value Handling**: If the `IsCRMFlowsEnabled` prope…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15406 | Fixed missing flag in cache | ApexChat.Core/Managers | 2026-05-08 |
Portal System Configuration and Azure SignalR Integration
28 PRs## Overview
This update transitions the ApexChat WebAPI infrastructure to utilize Azure SignalR for real-time communication, replacing the previous self-hosted Redis-backed SignalR implementation. The changes include comprehensive updates to dependency management, configuration placeholders, and environment-specific deployment settings.
## System Flow
1. **Configuration Injection**: Environment-specific configuration files (Azure, Staging, Production, Beta, Test) are updated to include placeholders for `RedisConnection`, `AIConversationBaseUrl`, and `Azure:SignalR:ConnectionString`.
2. **Dependency Update**: The project removes legacy Redis-based SignalR packages and integrates `Microsoft.Azure.SignalR.AspNet` and associated Azure SDK dependencies.
3. **Startup Initialization**: The `Startup.cs` file is modified to replace the local `RunSignalR()` call with `RunAzureSignalR()`, routing…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14694 | prod to AI-Q4-3.5 | ApexChat.Web/Pages | 2025-11-13 |
| #14692 | Prod into Beta | ApexChat.Monitoring | 2025-11-12 |
| #14691 | disable appinsights due to issues in SDK | ApexChat.Monitoring | 2025-11-12 |
| #14687 | Prod into WebAPI | ApexChat.WebApi | 2025-11-12 |
| #14686 | Production into Beta | ApexChat.Web/Pages | 2025-11-12 |
| #14685 | Temprorarily disable app insights | ApexChat.WebApi | 2025-11-12 |
| #14684 | Temprorarily disable App Insights init due to issues with SDK | Lib/Internal | 2025-11-12 |
| #14676 | Task/CRMF-4733 Purchase a phone number for the legacy API | ApexChat.Web | 2025-11-10 |
| #14674 | Task/UIUX-3142-Disable-the-Widget-editor-for-customers | ApexChat.Core/Managers | 2025-11-07 |
| #14673 | Production into webapi-beta | ApexChat.Web/Pages | 2025-11-07 |
| #14662 | Bug/UIUX-3127-Company-selector-page-does-not-show | ApexChat.Web/Pages | 2025-11-05 |
| #14551 | Beta | ApexChat.Web/config | 2025-10-06 |
| #14534 | Update HangFire configs | Lib/Internal | 2025-10-02 |
| #14525 | Task/staging into beta | ApexChat.WebApi | 2025-09-30 |
| #14524 | fix Microsoft.IdentityModel.Tokens not found | ApexChat.WebApi | 2025-09-30 |
| #14523 | Azure webapi staging into Azure webapi beta | ApexChat.WebApi | 2025-09-30 |
| #14522 | Beta into WebAPI Beta | — | 2025-09-30 |
| #14521 | Revert "Microsoft.Bcl.AsyncInterfaces" | ApexChat.WebApi | 2025-09-30 |
| #14519 | Microsoft.Bcl.AsyncInterfaces | ApexChat.WebApi | 2025-09-30 |
| #14516 | code cleanup | ApexChat.WebApi | 2025-09-30 |
| #14510 | fic verifyjwt stopped working error Could not load file or assembly … | ApexChat.WebApi | 2025-09-29 |
| #14509 | AzureSignalRConnectionString placeholder for staging | ApexChat.WebApi | 2025-09-29 |
| #14507 | custom errors off | ApexChat.WebApi | 2025-09-29 |
| #14506 | customErrors off | ApexChat.WebApi | 2025-09-29 |
| #14505 | Using Azure signalR | ApexChat.WebApi | 2025-09-29 |
| #14497 | AIConversationBaseUrl placeholder | ApexChat.WebApi/Config | 2025-09-25 |
| #14496 | added RedisConnection placeholders for webapi | ApexChat.WebApi/Config | 2025-09-25 |
| #14472 | Stages into WebAPI stage | — | 2025-09-19 |
Portal System Configuration and SignalR Infrastructure Updates
5 PRs## Overview
This update encompasses system-level configuration changes for the ApexChat portal, including error handling adjustments, search engine optimization, and refinements to the SignalR communication infrastructure. Additionally, logic for chat poke requests has been updated to improve scheduling efficiency.
## System Configuration
- **Error Handling**: The `customErrors` mode in `Web.config` is now set to `Off`, disabling custom error pages and allowing detailed error information to be surfaced.
- **Search Engine Optimization**: The `robots.txt` file has been updated to use an integer value for the `Crawl-delay` directive, ensuring compatibility with standard web crawlers.
## SignalR Infrastructure
- The SignalR routing configuration in `Startup.cs` has been consolidated. The redundant `app.MapSignalR()` call was removed in favor of a scoped `map.RunSignalR()` execution within…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14371 | off custom errors | ApexChat.Web | 2025-08-22 |
| #14361 | Fix robots.txt for Marketing team | ApexChat.Web | 2025-08-18 |
| #14349 | Beta into Production | ApexChat.Core/Providers | 2025-08-12 |
| #14345 | use runSignalr inside Map | ApexChat.WebApi/App_Start | 2025-08-08 |
| #14344 | remove extra mapsignalr | ApexChat.WebApi/App_Start | 2025-08-08 |
Portal System Configuration and Staging Infrastructure
3 PRs## Overview
This capability encompasses the configuration management, staging environment synchronization, and data model extensions required to support AI-driven chat bots, voice services, and appointment scheduling within the ApexChat portal system.
## System Flow
1. **Configuration Loading**: The system utilizes `ApexChat.Configuration.Config` to manage environment-specific settings, including Stripe API keys, AI bot base URLs, and document size limits.
2. **Staging Synchronization**: Deployment pipelines and configuration files (e.g., `appSettings.staging.config`) ensure that staging environments point to dedicated AI endpoints (e.g., `ai.apexstage.xyz`) and local database connections.
3. **Data Model Integration**: The system schema has been extended to support AI bot interactions via `ChatLog` (tracking `IsAIBotReply` and `IsForAIBot`) and `CompanyChatBot` entities.
4. **Provision…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13002 | Task/azure webapi staging merge ai | ApexChat.Core/Models | 2024-10-16 |
| #13001 | AI into Stage | ApexChat.Web/config | 2024-10-16 |
| #12968 | Task/merge production into ai | ApexChat.Core/Managers | 2024-10-10 |
Portal System Configuration Updates
22 PRs## Overview
This update introduces new configuration parameters for the Stripe payment integration across all environment-specific application settings. The system now supports a public-facing Stripe key and a target URL for payment processing, allowing for more granular control over Stripe interactions.
## Configuration Changes
The following keys have been added to `appSettings` files across all environments (Azure, Beta, Development, Production, Staging, and Test):
- **StripePublicKey**: Stores the public Stripe API key.
- **StripeTargetUrl**: Defines the destination URL for Stripe-related operations.
In Beta and Production environments, these values are managed via placeholders (`#{StripeApiKey}#`, `#{StripePublicKey}#`, `#{StripeTargetUrl}#`), indicating that these values are injected during the deployment or build process rather than being hardcoded in the source repository.
## D…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13843 | Production | ApexChat.Configuration | 2025-04-16 |
| #13573 | Production into Beta | ApexChat.Web/config | 2025-02-10 |
| #13390 | Feature/4.9.6.1 | ApexChat.Web/config | 2025-01-08 |
| #13374 | Stage2 | ApexChat.WebApi/Config | 2025-01-07 |
| #13369 | Update Web.config | ApexChat.Web | 2025-01-06 |
| #13366 | Update Web.config | ApexChat.Web | 2025-01-06 |
| #13357 | Feature/4.9.6.1 into 4.9.9 | ApexChat.WebApi/Config | 2025-01-06 |
| #13354 | Update Web.config | ApexChat.Web | 2025-01-06 |
| #13347 | Corestage chatbot into WebAPI-Staging | ApexChat.Web/config | 2025-01-03 |
| #13346 | ConvAI to Stage | ApexChat.Web/config | 2025-01-03 |
| #13232 | new v2 update branch | ApexChat.Web/config | 2024-12-10 |
| #13151 | Feature/4_9_6_1_Update_WebhookSecret | ApexChat.Web/config | 2024-11-18 |
| #13141 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_Signature_Verification | ApexChat.Core | 2024-11-15 |
| #13140 | Feature/4_9_6_1_Task_CHAT-16224_Reminder_Signature_Verification | ApexChat.Web/config | 2024-11-15 |
| #13135 | Update reminder acknowledge message | ApexChat.Web/Services | 2024-11-14 |
| #13118 | Production | ApexChat.Database/ApexChat | 2024-11-08 |
| #13117 | Beta | ApexChat.Database/ApexChat | 2024-11-08 |
| #13116 | Stage | ApexChat.Core/Managers | 2024-11-08 |
| #13115 | Enable data dog | ApexChat.Database/ApexChat | 2024-11-08 |
| #13103 | Production | ApexChat.Core/Managers | 2024-11-01 |
| #13102 | stages into beta | ApexChat.Core/Managers | 2024-11-01 |
| #13079 | Production into Stage | ApexChat.Web/config | 2024-10-29 |
Portal System Configuration Updates
20 PRs## Overview
The portal system configuration capability manages authentication security, third-party integration settings (QuickBooks, CRM, Twilio), and lead management workflows. It provides mechanisms for SSO state validation, custom field mappings, data synchronization, CRM-specific appointment verification, and company-level feature toggles.
## System Flow
1. **Authentication**: Manages SSO state cookies with a 30-minute expiration. Supports bypass validation for long-form states.
2. **Configuration**: Centralized manager handles dynamic updates to QuickBooks API parameters (OAuth2), custom field IDs, and company-specific settings (e.g., operator attachments, lead note formatting, AI chatbot status, and Twilio OTP service configuration).
3. **Integration**: Supports QuickBooks customer record creation, invoice retrieval, and lead data synchronization. CRM phone verification endpoints…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15251 | Beta into webapi | ApexChat.Web/scripts | 2026-03-25 |
| #15239 | Bug/CRMF-5249-Error-message-appears-on-login | ApexChat.Core/Managers | 2026-03-25 |
| #15208 | Azure webapi beta into prod | ApexChat.Web/scripts | 2026-03-10 |
| #15203 | web api beta | — | 2026-03-09 |
| #15198 | Task/FixPlaceholderqbAccountIdCustomFieldId | ApexChat.Web/config | 2026-03-06 |
| #15197 | Core app staging into beta webapi | ApexChat.Web/scripts | 2026-03-06 |
| #15193 | Beta into weba api | ApexChat.Web/scripts | 2026-03-06 |
| #15192 | Core app staging into web api | ApexChat.Web/scripts | 2026-03-06 |
| #15019 | Feature/crmf merge into staging | ApexChat.Web/Services | 2026-01-06 |
| #14876 | companySettings null check | ApexChat.Core/Managers | 2025-12-15 |
| #14870 | change BillingNotificationEmailAddress and resolve stack trace issue | ApexChat.Core/Managers | 2025-12-12 |
| #14867 | Bug/CRMF-4893 Error appearing on configuring | ApexChat.Core/Managers | 2025-12-12 |
| #14858 | Core app staging into webapi | ApexChat.Web/config | 2025-12-11 |
| #14857 | Core app staging | ApexChat.Core/Managers | 2025-12-11 |
| #14825 | Core app staging into web api stage | ApexChat.Core/Managers | 2025-12-09 |
| #14389 | Prod into Beta | ApexChat.Core/DTOs | 2025-08-28 |
| #14194 | Feature/billing section | ApexChat.WebApi/Config | 2025-07-08 |
| #14193 | Feature/billing section stage | ApexChat.WebApi/Config | 2025-07-08 |
| #14192 | Task/chat 17303 unable to download invoices from the transaction | ApexChat.WebApi/Config | 2025-07-08 |
| #13942 | TwilioOTPServiceSID for feature environment | ApexChat.Web/config | 2025-05-12 |
Portal System Configuration: CareHQ API Integration
1 PR## Overview
The CareHQ API integration facilitates the retrieval of sales channel identifiers from the CareHQ platform. This capability ensures that the system can programmatically identify and interact with specific communication channels configured within the external CRM environment.
## Capability Details
The system performs a GET request to the "groups" endpoint of the CareHQ API to fetch available sales channels. It applies a filter to specifically target the "Live Chat" channel. Upon receiving the response, the system parses the JSON data to extract the unique identifier (`_id`) associated with the channel named "Live Chat".
## Flow
The system initiates a request to the CareHQ API, filtering by the name "Live Chat". It then iterates through the returned collection to match the name attribute and returns the corresponding system ID for further processing.
## Constraints and Error…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14682 | Merge `production` into `core_app_staging` | ApexChat.Core/ThirdParty | 2025-11-12 |
Portal System Configuration: Invitation Service Integration
4 PRs## Overview
This update introduces the `InvitationServiceUrl` configuration parameter to the portal system. This capability enables the platform to dynamically resolve the base URL for the invitation service, which is used when generating provisioning scripts for AI-enabled chatbots.
## System Flow
1. **Configuration Loading**: The system retrieves the `InvitationServiceUrl` from the application settings based on the current environment (e.g., production, staging, development).
2. **Provisioning Request**: When a company requests a provisioning template, the `ProvisioningRequestManager` checks if the AI chatbot is enabled.
3. **Script Generation**: If enabled, the system sets the domain to the `InvitationServiceUrl` and constructs a script tag pointing to the invitation service bundle.
4. **Template Rendering**: The system renders the `InstructionsProvisioningCompany.html` template, inj…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14140 | Bug/UI ux 2981 terms and conditions appears by default | ApexChat.WebApi/Config | 2025-06-26 |
| #14124 | Bug/UIUX-2981 terms and conditions appears by default | ApexChat.WebApi/Config | 2025-06-24 |
| #14016 | Feature/5.4 | ApexChat.Web/config | 2025-05-22 |
| #13996 | Feature/5.4 stage | — | 2025-05-22 |
Portal Theme Customization and Chat Bar Enhancements
12 PRs## Overview
The Portal Theme Customization feature allows administrators to configure background color settings, manage interactive pop-up message overlays, and select specialized chat themes. Users can select from various color modes and themes, including the 'Rounded Dynamic Premium' theme. The system also manages advanced chat bar invitation configurations, including responsive layout adjustments, column class management, and dynamic height handling.
## User Flow
1. **Configuration**: In the Portal Profile settings, administrators select a chat theme, configure theme colors, and toggle the 'Enable Pop Up Message Overlay'.
2. **Theme Selection**: Selecting 'Rounded Dynamic Premium' automatically enables and locks branding settings, requiring a brand color selection.
3. **Pop-Up Setup**: When enabled, administrators define the message text (up to 512 characters) and set a delay time (i…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15615 | Task/Chat-Flag-AllowFloatingChatWIndow-Remove-hide | ApexChat.Web/scripts | 2026-09-03 |
| #15611 | Epic/CHAT-17942_add-rd-premium-theme-in-company-profile | ApexChat.Web/scripts | 2026-09-01 |
| #15608 | hide-floating-chatWIndow-from-Profile-FE | ApexChat.Web/scripts | 2026-08-31 |
| #14789 | Feature/5.9 | ApexChat.Web/scripts | 2025-12-01 |
| #13989 | Feature/5.4 Stages | ApexChat.Web/scripts | 2025-05-21 |
| #13987 | hide sound enabled checkbox | ApexChat.Web/scripts | 2025-05-21 |
| #13869 | Feature | ApexChat.Web/themes | 2025-04-22 |
| #13868 | Feature | ApexChat.Web/themes | 2025-04-22 |
| #13866 | Production | ApexChat.Web/themes | 2025-04-22 |
| #13859 | Bug/CHAT-17157_horizontal_bar-with-two-options | ApexChat.Web/scripts | 2025-04-21 |
| #13854 | Bug/CHAT-17146_prechat-options-inline | ApexChat.Web/themes | 2025-04-18 |
| #13841 | Production | ApexChat.Web/themes | 2025-04-16 |
Portal User Access Control and CRM Flow Updates
15 PRs## Overview
The Portal User Access Control system manages user permissions and synchronization between the portal and CRM services. Recent updates have refined user provisioning, CRM data retrieval, company account classification, and SSO email synchronization. The system prioritizes `IsSmartHubEnabled` as the primary gatekeeper for CRM flows.
## User and System Flow
When a user is created or updated, the system evaluates the company's configuration to determine if synchronization with CRM services is required. The system now supports advanced filtering for CRM users via `searchText` parameters in the `GetCrmUsers` service. Additionally, the system classifies company accounts into an `AccountType` based on enabled feature flags during export operations. User updates now include logic to synchronize `SSOEmail` from the CRM if the local value is null or empty.
## Constraints and Edge Cas…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15450 | CRMF-5768 Hide "portal" tab from the roles Scheduling | ApexChat.Core/Managers | 2026-06-12 |
| #15437 | rremaining cases Bug/NewuserNotGettingPublishedForSchedulerOnly | ApexChat.Core/Managers | 2026-06-04 |
| #15435 | fix remaining areas of Bug/NewuserNotGettingPublishedForSchedulerOnly | ApexChat.Core/Managers | 2026-06-04 |
| #15434 | Bug/NewuserNotGettingPublishedForSchedulerOnly | ApexChat.Core/Managers | 2026-06-04 |
| #15422 | Task/CRMF-CreateUser-Condition-Updated | ApexChat.Core/Managers | 2026-05-22 |
| #14603 | Feature/5.7 | ApexChat.Core/DTOs | 2025-10-14 |
| #14593 | Bug/CRMF-4625 Users are not visible in the Roles | ApexChat.Web/Services | 2025-10-13 |
| #14591 | Bug/CRMF-4625 Users are not visible in the Roles | ApexChat.Web/Services | 2025-10-13 |
| #14589 | stage | ApexChat.Core/Models | 2025-10-10 |
| #14585 | Bug/CRMF-4608 Activity logs are not appearing for the new user on first login | ApexChat.Core/Models | 2025-10-09 |
| #14021 | feature-crmf-CRMF-3965_User-roles-are-not-getting-saved-in-Data-base-when-changed-from-CRM | ApexChat.Web/MessagingConsumers | 2025-05-23 |
| #14014 | CRMF into Stage | ApexChat.Core/Managers | 2025-05-22 |
| #14013 | * log added | ApexChat.Core/Managers | 2025-05-22 |
| #14012 | Core_app_staging into Feature/5.4 | ApexChat.Database/ApexChatWarehouse | 2025-05-22 |
| #14010 | Fix migration issue with warehouse db into CoreStage | ApexChat.Database/ApexChatWarehouse | 2025-05-22 |
Portal User Authentication and Management
4 PRs## Overview
This capability manages user authentication, session token generation, and role-based access control within the ApexChat portal ecosystem. It includes support for SSO-based logins, mobile-specific token policies, and integration with CRM-related user management.
## Authentication and Session Management
The system generates JWTs for authenticated users. A specific SSO provider ID (106) is reserved for the ApexChat Mobile App, which triggers an extended token expiry policy of 999 days, compared to the standard 1-day expiry for web sessions. The authentication flow now explicitly tracks the `SSOProviderId` during the login process to ensure correct policy application.
## Role-Based Access Control
The system includes a role provider capable of retrieving all roles for users within a specific company context. This is integrated into the messaging consumer layer to filter user da…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14552 | Beta into production | ApexChat.Core/Managers | 2025-10-06 |
| #14529 | Feature/crmf into stage | ApexChat.Web/config | 2025-10-01 |
| #14528 | Task/PRMerge-Prod-into-Feature-crmf | ApexChat.Core/Managers | 2025-10-01 |
| #14527 | Production into Fature/crmf | ApexChat.Core/Managers | 2025-10-01 |
Portal User Authentication and SmartHub Migration
7 PRs## Overview
This capability manages user authentication lifecycles and the transition of CRM-related services to the 'SmartHub' platform. It encompasses secure cookie management, SSO integration, and the standardization of communication links for invited users.
## Authentication and Cookie Management
The system provides centralized methods for destroying authentication tickets. The `AuthenticationManager` now supports cross-domain cookie handling, ensuring that authentication state is correctly cleared or updated across different subdomains. When a user logs in via SSO, the system explicitly handles the removal of legacy authentication cookies to prevent session conflicts.
## SmartHub Migration
The platform has transitioned from 'CRM' branding to 'SmartHub'. This includes:
- Updating internal configuration settings and URL generation logic to use the `smarthub.` subdomain.
- Standardiz…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14793 | Bug/UIUX-3133-Invited-user-faces-login-issues-prod | ApexChat.Core/Managers | 2025-12-02 |
| #14755 | Bug/CRMF-4799 In the user invite email CRM link appears instead of Smart hub | ApexChat.Core/Managers | 2025-11-25 |
| #14752 | Beta into production | ApexChat.Web/config | 2025-11-24 |
| #14751 | Bug/CRMF-4799 In the user invite email CRM link appears instead | ApexChat.Core/Managers | 2025-11-24 |
| #14737 | Bug/CRMF-4799 In the user invite email CRM link appears instead of Smart hub | ApexChat.Core/Managers | 2025-11-21 |
| #14732 | Bug/CRMF-4799 In the user invite email CRM link appears instead of Smart hub | ApexChat.Core/Managers | 2025-11-20 |
| #14730 | Bug/CRMF-4799 In the user invite email CRM link appears instead of Smart hub | ApexChat.Core/Managers | 2025-11-20 |
Portal User Authentication Management
16 PRs## Overview
This feature introduces support for distinct login flows and authentication redirection between the standard ApexChat portal and a dedicated CRM portal. The system now supports environment-specific CRM portal URLs and maintains state via cookies to ensure users are routed to the correct destination after authentication.
## User Flow
1. **Initiation**: The system detects a login request. If the request includes an `isCRMRedirect` query parameter, it is tracked via a session cookie.
2. **Authentication**: Upon successful login, the system retrieves the user's refresh token and stores it in the `ViewState` if the CRM redirect flag is present.
3. **Redirection**: During the migration or post-login phase, the system checks for the `isCRMRedirect` cookie. If present, it retrieves the user's refresh token and redirects the user to the CRM portal URL with the SSO token and company k…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13703 | Feature/crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Core/Managers | 2025-03-01 |
| #13702 | Feature/crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Core/Managers | 2025-03-01 |
| #13701 | Feature/crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Core/Managers | 2025-03-01 |
| #13700 | Feature_crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Web/Pages | 2025-03-01 |
| #13696 | crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Web/Pages | 2025-02-28 |
| #13695 | crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Web/Pages | 2025-02-28 |
| #13693 | Feature/crmf_Bug-CRMF-3634_Unauthorized-access-to-a-field-in-graphql-api | ApexChat.Core/Managers | 2025-02-28 |
| #13675 | Story_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-02-25 |
| #13673 | Story_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-02-25 |
| #13672 | Story_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | Lib/Internal | 2025-02-25 |
| #13670 | Story_CRMF-3624_Different-Login-Pages-for-CRM-and-Portal | ApexChat.Core/Data | 2025-02-25 |
| #13606 | Task/UIUX-2770-Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-02-14 |
| #13605 | Task/UIUX-2770-Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-02-14 |
| #13604 | Task/UIUX-2770-Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/Pages | 2025-02-13 |
| #13594 | Task/UIUX-2770-Different-Login-Pages-for-CRM-and-Portal | ApexChat.Web/config | 2025-02-13 |
| #13571 | Task/UIUIX-000-version-update | ApexChat.WebApi/Config | 2025-02-10 |
Portal User Authentication Management
20 PRs## Overview
The Portal User Authentication Management system handles user session lifecycle, cookie-based domain management, and secure email communication for SSO and user onboarding. The system ensures consistent authentication states across subdomains and manages secure logout procedures.
## Authentication Lifecycle
- **Session Management**: The system enforces a fixed 1440-minute (24-hour) authentication timeout across all environments (Azure, Beta, Production, Staging, and Test), with `slidingExpiration` explicitly set to `false`.
- **Logout Procedures**: The `DestroyAuthTicket` process utilizes the `DestroyAuthCookie` method. This method clears authentication cookies by invoking `SetCookieAcrossDomains` to ensure consistent domain-wide invalidation, followed by `FormsAuthentication.SignOut()`. It supports source tracking via redirect parameters (`source`, `userId`, `jwt`).
- **Coo…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14931 | fix for exisiting user | ApexChat.Core/Managers | 2025-12-22 |
| #14930 | Bug/chat 17708 unable to add a user to a company | ApexChat.Core/Managers | 2025-12-22 |
| #14926 | Beta into stage | ApexChat.Monitoring/TelemetryProcessors | 2025-12-19 |
| #14901 | 5.7.2 Beta into webapi beta | ApexChat.Monitoring/TelemetryProcessors | 2025-12-17 |
| #14878 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Web | 2025-12-15 |
| #14875 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Web | 2025-12-13 |
| #14856 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Web | 2025-12-11 |
| #14850 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Core/Managers | 2025-12-11 |
| #14844 | slidingExpiration false | ApexChat.Web | 2025-12-10 |
| #14843 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Core/Managers | 2025-12-10 |
| #14841 | Bug/UIUX-3200-The-system-redirect-to-the-login-page | ApexChat.Core/Managers | 2025-12-10 |
| #14833 | Beta into 5.9 | ApexChat.Core/Managers | 2025-12-09 |
| #14831 | prod into beta | ApexChat.Core/Managers | 2025-12-09 |
| #14816 | `production` into `coreapp_stage2` | ApexChat.Core/Managers | 2025-12-05 |
| #14815 | `production` into `core_app_staging` | ApexChat.Core/Managers | 2025-12-05 |
| #14651 | Bug/UIUX-3133-Invited-user-faces-login-issues | ApexChat.Core/Managers | 2025-11-03 |
| #14649 | Bug/UIUX-3133-Invited-user-faces-login-issues | ApexChat.Web/Pages | 2025-11-03 |
| #14145 | Beta into production | ApexChat.Core/Managers | 2025-06-30 |
| #14116 | feature-crmf_Bug_CRMF-3867_Password-change-does-not-terminate-active-user-sessions | ApexChat.Core/Managers | 2025-06-18 |
| #14115 | feature-crmf_Bug_CRMF-3867_Password-change-does-not-terminate-active-user-sessions | ApexChat.Core/Managers | 2025-06-18 |
Portal User Management and Auth
20 PRs## Overview
This capability manages user authentication, SSO integration, invitation workflows, and granular role-based access control within the ApexChat portal. It ensures that user sessions are correctly mapped to specific SSO providers and companies, while providing robust handling for user invitations, data synchronization, and multi-company user resolution.
## Authentication and SSO Flow
The system enforces strict provider matching for SSO users. When a user logs in, the system validates their SSO provider against the company's host provider. If a mismatch is detected, the system restricts access to specific services (e.g., SmartHub) and provides visual feedback via tooltips in the Company Selector interface.
### Portal Session Management
When navigating to the New Portal, the system checks for existing authentication tokens. If a user lacks a primary 'Auth' cookie but possesses…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15409 | Task/CRMF-5320-User-Invitation-Resend-Request-Handled | ApexChat.Core/Managers | 2026-05-13 |
| #15405 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-07 |
| #15403 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Core/Interfaces | 2026-05-07 |
| #15402 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-07 |
| #15401 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-07 |
| #15400 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-07 |
| #15399 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-07 |
| #15398 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-07 |
| #15397 | Bug/CRMF-5478-Unable-to-login-in-a-company | ApexChat.Web/Pages | 2026-05-06 |
| #15396 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | ApexChat.Web/Pages | 2026-05-06 |
| #15394 | Revert "Bug/CRMF-5478-Unable-to-login-in-a-company-if-company" | Lib/Internal | 2026-05-06 |
| #15392 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-com | ApexChat.Core/Managers | 2026-05-06 |
| #15391 | Bug/CRMF-5478-Unable-to-login-in-a-company-if-company | Lib/Internal | 2026-05-06 |
| #15354 | Crmf 5451 fix first attempt user sync failure to crm | ApexChat.Core/Managers | 2026-05-04 |
| #15035 | Bug/UIUX-3230-New-Portal-session-expires-when-switching | ApexChat.Web/scripts | 2026-01-12 |
| #15017 | prod into stage | ApexChat.Web/scripts | 2026-01-06 |
| #14248 | Feature-crmf-Bug-CRMF-4208_Single-userID-appears-in-multiple-companies-due-to-same-email-address | ApexChat.Web | 2025-07-21 |
| #14208 | Task/billing section merge prod | ApexChat.Web/scripts | 2025-07-09 |
| #14075 | Feature/crmf into Stage | ApexChat.Web/MessagingConsumers | 2025-06-04 |
| #13319 | Task/ConversationalAI-UIUX-2741-Roles_and_Permissions_for_Chatbot_ | ApexChat.Core/Managers | 2024-12-31 |
Portal User Management and Auth: Google Analytics Integration
12 PRs## Overview
The Portal User Management and Auth system includes a client-side integration for Google Analytics that synchronizes visitor identification data. This update ensures the stability of the tracking script by validating the availability of the execution helper before attempting to process analytics data.
## Capability Details
The system captures the Google Analytics `client_id` and stores it locally within the browser. It then triggers a background request to the `googleanalyticshandler.ashx` endpoint, passing both the `client_id` and the `livechat_visitor_id` cookie. This process is wrapped in a conditional check to ensure that the `ApexChat.RunAsSoonAsWithDelay` function is defined before execution, preventing runtime errors if the script environment is not fully initialized.
## System Flow
1. The system retrieves the `client_id` from the Google Analytics `gtag` interface.
2…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13099 | Production Security Patch | ApexChat.Core/Managers | 2024-10-31 |
| #13098 | Beta_Bug_CHAT-16422_XSS_Display_Name | ApexChat.Core/Managers | 2024-10-31 |
| #13096 | Azure_WebApi_Staging_Bug_CHAT-16422_XSS_Display_Name | Lib/Internal | 2024-10-31 |
| #13095 | Azure_WebApi_Staging_Bug_CHAT-16422_XSS_Display_Name | Lib/Internal | 2024-10-31 |
| #13091 | CoreStage_Bug_CHAT-16422_XSS_Display_Name | ApexChat.Core/Managers | 2024-10-31 |
| #13066 | WebAPI-Beta into Production | Lib/Internal | 2024-10-24 |
| #13065 | WebAPI-Staging into WebAPI-Beta | Lib/Internal | 2024-10-24 |
| #13064 | Corestage into WebAPI-Staging | Lib/Internal | 2024-10-24 |
| #13063 | fixed login message | Lib/Internal | 2024-10-23 |
| #13061 | corestages/Task_MOBL-2679_Implement_flow_for_Verified_Twilio_Numbers | Lib/Internal | 2024-10-23 |
| #13059 | corestages/Task_MOBL-2679_Implement_flow_for_Unverified_Twilio_Numbers | Lib/Internal | 2024-10-23 |
| #12925 | Add null check around RunAsSoonAsWithDelay method | ApexChat.Web/scripts | 2024-10-01 |
Portal User Management and Authentication Enhancements
10 PRs## Overview
This update introduces enhanced authentication routing, CRM-specific portal integration, and improved error handling for user access management. The system now supports distinct routing logic for CRM-based portal requests and provides a standardized 'Access Denied' user experience.
## System Flow
When a user attempts to access the portal, the system evaluates the request origin and user permissions. If a user is authorized but lacks specific module access, the system triggers an 'Access Denied' modal. For SSO-enabled users, the system now distinguishes between standard portal access and CRM-specific portal access, dynamically generating the appropriate redirect URL.
## Key Features
- **CRM Portal Integration**: Added support for `CRMPortalUrl` configuration. The system can now detect if a request originates from a 'my.' subdomain and route users to a CRM-prefixed URL.
- **A…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13990 | Azure webapi staging into Legacy Staging | ApexChat.Core/Managers | 2025-05-21 |
| #13984 | Feature/5.4 into stage | ApexChat.Core/Managers | 2025-05-21 |
| #13983 | Azure webapi develop into WebAPI-Staging | ApexChat.Core/Managers | 2025-05-21 |
| #13978 | Task/AI-278-Create-Voice-History-Viewer-Role | ApexChat.Core/Managers | 2025-05-20 |
| #13932 | Feature/crmf Stages | ApexChat.Core/Managers | 2025-05-09 |
| #13761 | Production | ApexChat.Web/Pages | 2025-03-12 |
| #13760 | Beta | ApexChat.Web/Pages | 2025-03-12 |
| #13749 | Stage | ApexChat.Web | 2025-03-10 |
| #13747 | Bug/CRMF-3682-No-Validation-Appears-for-Non-Existent-Users | ApexChat.Web | 2025-03-10 |
| #13744 | Bug/CRMF-3682-No-Validation-Appears-for-Non-Existent-Users | ApexChat.Web/Pages | 2025-03-10 |
Portal User Management and Authentication Enhancements
16 PRs## Overview
This update introduces enhanced user management and authentication capabilities, specifically focusing on multi-portal support and improved session handling for users associated with multiple companies.
## Key Features
- **Preferred Portal and Company Tracking**: The system now tracks a user's `PreferredCompanyID` and `PreferredPortalType` (CustomerPortal or CRM). This allows the system to route users to their preferred environment upon authentication.
- **Authentication Security**: Added AES-256 encryption support for authentication management and improved cookie domain handling to support cross-subdomain authentication flows.
- **User Management API**: New methods allow for retrieving users by ID and updating their preferred company and portal settings.
- **Background Processing**: Reconfigured Hangfire queues, replacing the legacy 'lumin' queue with a dedicated 'poke-mess…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14727 | Core app staging into webapi staging | ApexChat.Web/Pages | 2025-11-19 |
| #14709 | Task/CRMF-4784-Update-CRM-URL | ApexChat.Web/config | 2025-11-17 |
| #14689 | Azure webapi beta into prod | ApexChat.Core/Managers | 2025-11-12 |
| #14688 | Beta into Prod | ApexChat.Core/Managers | 2025-11-12 |
| #14678 | Beta into azurewebapi beta | ApexChat.Core/Managers | 2025-11-10 |
| #14677 | Revert "Bug/UIUX-3133-Invited-user-faces-login-issues-beta" | ApexChat.Core/Managers | 2025-11-10 |
| #14665 | Beta into Production | ApexChat.Core/Managers | 2025-11-06 |
| #14661 | Bug/UIUX-3133-Invited-user-faces-login-issues-beta | ApexChat.Core/Managers | 2025-11-05 |
| #14655 | Bug/UIUX-3133-Invited-user-faces-login-issues | ApexChat.Core/Managers | 2025-11-04 |
| #14518 | stage into beta | ApexChat.Web/Pages | 2025-09-30 |
| #14517 | Core app staging into webapi | ApexChat.Web/Pages | 2025-09-30 |
| #14515 | Prod into stage | ApexChat.Web/Pages | 2025-09-30 |
| #14508 | Azure webapi beta | ApexChat.Web/Pages | 2025-09-29 |
| #14502 | Prod into Beta | ApexChat.Core/Managers | 2025-09-26 |
| #14501 | Prod into WebAPI Beta | ApexChat.Core/Managers | 2025-09-26 |
| #14489 | Prod. into 5.7 | ApexChat.Core/Managers | 2025-09-25 |
Portal User Management and Authentication Enhancements
2 PRs## Overview
This feature area encompasses updates to the portal's authentication flow, session management, and backend administrative capabilities for managing visitor interactions and file attachments.
## Authentication and Session Management
The portal's "Try New Portal" functionality has been updated to improve session persistence. The system now checks for the existence of the 'Auth' cookie within the browser's cookie list to determine if a user is already authenticated, preventing unnecessary redirects when switching between portal versions.
## Backend Capabilities
- **File Management**: The system now supports `.txt` files for uploads and includes a new `DeleteFileById` method in the `IVisitorAttachmentManager` interface.
- **AI Conversation Handling**: The `ConversationMessageManager` has been extended to support optional system messages during session initialization, allowing f…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15098 | Production into staging webapi | ApexChat.Web/scripts | 2026-02-03 |
| #15065 | Bug/UIUX-3230-New-Portal-session-expires-when-switching | ApexChat.Web/scripts | 2026-01-23 |
Portal Voice AI Analytics: Lead Type Management
3 PRs## Overview
The Portal Voice AI Analytics capability has been extended to support the categorization and management of call logs via a new 'Lead Type' attribute. This allows users to update the lead classification for specific call logs directly through the API.
## Data Model Updates
The `CallLogDTO` has been updated to include `LeadType` and `BillingType` fields, enabling these attributes to be retrieved as part of call log data. A new request model, `CallLogLeadTypeUpdateRequest`, has been introduced to facilitate bulk updates, requiring an array of call log IDs and a target `LeadType` integer.
## API Functionality
A new endpoint has been added to the `VoiceAIController` at `PUT api/v1/{companyId}/callLogs/leadType`. This endpoint accepts a `CallLogLeadTypeUpdateRequest` object and delegates the update operation to the `VoiceAIManager`, which communicates with the underlying Voice AI…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15185 | Feature/4.6.2.3 UI ux in webapi | ApexChat.Core/DTOs | 2026-03-04 |
| #15148 | Task/UIUX-3293-Add-column-to-Voice-AI-History-grid | ApexChat.WebApi/Models | 2026-02-18 |
| #15142 | Task/UIUX-3293-Add-column-to-Voice-AI-History-grid | ApexChat.Core/DTOs | 2026-02-18 |
Portal Voice AI Management
5 PRs## Overview
The Portal Voice AI Management capability provides administrative control over voice interaction data, specifically enabling bulk classification of voice logs and enhanced visibility into call metadata. This system allows administrators to categorize voice records into specific types (Live Call, Internal Test Call, Customer Test, or Spam) and automatically maps these types to billing categories.
## System Flow
1. **Data Retrieval**: The system fetches voice inbox records, now including `LeadType` and `BillingType` metadata.
2. **Bulk Classification**: Users can select multiple inbox IDs and submit a bulk update request via the `api/v1/voicestats/updatevoicetype` endpoint.
3. **Resolution**: The system resolves the `VoiceType` to a `BillableCategory` (e.g., Internal Test Calls are marked as Non-Billable, while others are marked as Billable).
4. **Persistence**: The `Inbox` ta…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15118 | Feature/4.6.2.3 UI ux into stages | ApexChat.Web/scripts | 2026-02-09 |
| #15099 | Feature/4.6.2.3 UI into staging | ApexChat.Web/scripts | 2026-02-03 |
| #15064 | Task/UIUX-3208-Add-column-to-Voice-intakes-grid | ApexChat.Core/DTOs | 2026-01-23 |
| #15062 | Task/UIUX-3208-Add-column-to-Voice-intakes-grid-to-filter-billable | ApexChat.Core/Enums | 2026-01-22 |
| #15059 | Task/UIUX-3247-add-a-column-for-the-company-UIUX-3246-UIUX-3245 | ApexChat.Core/DTOs | 2026-01-22 |
Portal Voice AI Management and CRM Integration
6 PRs## Overview
The Portal Voice AI Management capability provides infrastructure for managing voice recordings, generating secure access URLs for playback, and integrating lead data with external CRM systems like CareHQ. The system ensures that voice recordings are stored and retrieved securely via Amazon S3, while also providing robust filtering and reporting for voice-related metrics.
## System Flow
1. **Voice Recording Retrieval**: When a request for a recording URL is made, the `VoiceManager` extracts the filename from the provided URL and generates a pre-signed Amazon S3 URL with a 15-minute expiration window.
2. **CRM Lead Submission**: Leads are processed through the `CareHQCRM` provider, which maps lead data (name, email, notes) to CareHQ-specific fields, classifies phone numbers by country and type, and submits the enquiry via the `CareHQApiService`.
3. **Data Filtering**: Voice a…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14452 | Bug/crmf 4312 voice recording issue resolve | ApexChat.Web/config | 2025-09-15 |
| #14446 | Bug/CRMF-4458_Call_recording_is_missing_in_the_Voice_Section_in_Lead_… | ApexChat.Web | 2025-09-11 |
| #14445 | Bug/Call_Recording_Issue | ApexChat.Web/MessagingConsumers | 2025-09-10 |
| #14406 | Task/prod merge 5.7 | ApexChat.Web/config | 2025-09-01 |
| #14390 | Beta into Production | ApexChat.Web/config | 2025-08-28 |
| #14388 | Core app staging into Beta | ApexChat.Web/config | 2025-08-28 |
Portal Voice AI Management Documentation Update
20 PRs## Overview
The Portal Voice AI Management system provides administrative control over voice-based intake processes, call recordings, and integration webhooks. Recent updates have introduced ElevenLabs voice integration, enhanced recording metadata, expanded profile configuration capabilities, and advanced filtering/sorting for agent and call log management.
## Data Schema Updates
The system has transitioned from using `CompanyKey` to `BackendChannelName` across core DTOs and models. `CallLogDTO` includes `LeadType` and `BillingType`. The `VoiceRecordings` table has been extended to include `TargetAudience` (Visitor/Business) and `IsDefault` flags. A new `IsVoiceAIAgentEditor` permission has been added to the `User` model.
## Voice Agent & Recording Configuration
Voice agents support advanced webhook integration via `PostTranscriptUrl` and `PostTranscriptBeforeCallTransfer`.
- **Eleve…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15389 | Beta | ApexChat.Core/DTOs | 2026-05-06 |
| #15388 | Beta into webapi beta | ApexChat.Core/DTOs | 2026-05-06 |
| #15387 | Azure webapi staging into beta | ApexChat.Core/DTOs | 2026-05-06 |
| #15385 | Task/UIUX-3310-Voice-Intake-Add-Status-Column | ApexChat.Core/DTOs | 2026-05-05 |
| #15373 | Task/UIUX-3315-Webhook-URL-field-and-PostTranscriptBeforeCallTransfer | ApexChat.Core/DTOs | 2026-05-04 |
| #15274 | Tas/production into azure webapi beta | ApexChat.Core/Managers | 2026-03-30 |
| #15265 | Bug/UIUX-3308-Appointment-Booked-KPI-in-Voice | ApexChat.Core/Managers | 2026-03-27 |
| #15264 | Task/beta into core app staging | ApexChat.Web/scripts | 2026-03-27 |
| #15263 | Beta into stage | ApexChat.Web/scripts | 2026-03-27 |
| #15252 | Azure webapi beta into beta | ApexChat.Core/Managers | 2026-03-25 |
| #15238 | Bug/UIUX-3308-Appointment-Booked-KPI-in-Voice | ApexChat.Core/Managers | 2026-03-24 |
| #15196 | Core app staging into beta | ApexChat.Core/DTOs | 2026-03-06 |
| #15195 | Azure webapi staging into coreapp | ApexChat.Core/DTOs | 2026-03-06 |
| #14950 | 5.7.2 Azure webapi beta into Production | ApexChat.Core/Managers | 2025-12-23 |
| #14917 | Bug/AI-527-The-Select-Voice-popup-grid-in-Voice-AI | ApexChat.Core/Managers | 2025-12-18 |
| #14830 | 5.9 Beta into Production | ApexChat.Core/Managers | 2025-12-09 |
| #14811 | Task/5.7.2. into staging | ApexChat.Database/ApexChat | 2025-12-05 |
| #14144 | Feature/crmf into Beta | ApexChat.Core/Managers | 2025-06-30 |
| #14106 | Task/UIUX-2960-Implement-Sorting-and-Filtering-in-Agents | ApexChat.Core/Managers | 2025-06-13 |
| #14104 | Task/UIUX-2960-Implement-Sorting-and-Filtering-in-Agents | ApexChat.Core/Managers | 2025-06-13 |
Portal Voice Analytics Core Expansion
6 PRs## Overview
The Portal Voice Analytics capability provides comprehensive reporting and data visualization for voice-based communications. It enables users to track key performance indicators (KPIs) such as call volume, response times, call quality, and retainer status through a centralized dashboard, now supported by an expanded core data model.
## Key Functionalities
- **Quick Stats Widgets**: Real-time monitoring of metrics including Inbound/Outbound calls, Average Ring Time, Average Talk Time, and Response Time via Chat.
- **Advanced Graphing**: Visualization of trends including Call Quality, Peak Volume Times, Total Calls Generated, and Retainer Overviews (Offered vs. Signed).
- **Call Recording Access**: Secure retrieval of call recordings via pre-signed AWS S3 URLs, including detailed metadata via `CallRecordingsDTO`.
- **Data Filtering**: Support for filtering voice data by date…
| PR | Title | Area | Merged |
|---|---|---|---|
| #12964 | Task/UIUX-2570-Average-Chat-Response-Time | ApexChat.Core/DTOs | 2024-10-14 |
| #12960 | Task/UIUX-2580-Call-Recording-By-Id | ApexChat.WebApi/Config | 2024-10-08 |
| #12955 | Task/UIUX-2572-Average-ring-time | ApexChat.Core/DTOs | 2024-10-07 |
| #12946 | Feature/apex voice core into WebApi-develop | ApexChat.Core/Stats | 2024-10-07 |
| #12945 | Task/UIUX-2589-Peak-Volume-Time-Graph-&-UIUX-2592-&-UIUX-2595 | ApexChat.Core/Stats | 2024-10-03 |
| #12931 | Feature/apex voice core into WebAPI-Develop | ApexChat.Core/Models | 2024-10-01 |
Portal Voice Onboarding and Appointment Scheduling
24 PRs## Overview
This capability enables the configuration and management of voice-based onboarding and appointment scheduling within the ApexChat portal. It provides a structured workflow for provisioning voice services, managing sales representatives, and configuring calendar systems for automated appointment booking.
## System Flow
1. **Provisioning**: Administrators configure voice settings, including call forwarding numbers, CRM integration, and calendar system enablement.
2. **Appointment Setup**: Users define appointment types, URLs, and scheduling parameters via the portal interface.
3. **Data Management**: The system persists these configurations in the database, linking them to specific companies and provisioning requests.
4. **Communication**: The system supports automated email notifications for account re-activation and onboarding, utilizing configurable email aliases.
## Const…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13652 | fixed voice form notes length issue | ApexChat.Web/scripts | 2025-02-21 |
| #13651 | Azure webapi beta into production | ApexChat.Core/DTOs | 2025-02-21 |
| #13650 | Production | ApexChat.Core/Data | 2025-02-21 |
| #13627 | Azure webapi staging into Beta | ApexChat.Core/DTOs | 2025-02-19 |
| #13626 | Beta into WebAPI | ApexChat.Core/Data | 2025-02-19 |
| #13625 | Azure webapi develop into stage | ApexChat.Core/DTOs | 2025-02-19 |
| #13624 | Corestage into Beta | ApexChat.Core/Data | 2025-02-19 |
| #13623 | Corestage into WebAPI Stage | ApexChat.Core/Managers | 2025-02-19 |
| #13619 | Feature/5.1 into WebAPIDevelop | ApexChat.Core/Managers | 2025-02-19 |
| #13610 | Task/5.1 chat 16619 voice add section for appointment | ApexChat.Core/Managers | 2025-02-17 |
| #13609 | Feature/5.1 | ApexChat.Core/Data | 2025-02-17 |
| #13602 | Azure webapi develop into Stages | ApexChat.Core/DTOs | 2025-02-13 |
| #13600 | Fix Voice Appointment Build error | ApexChat.Core/DTOs | 2025-02-13 |
| #13599 | Azure webapi develop into stage | ApexChat.Core/Managers | 2025-02-13 |
| #13598 | Feature/5.1 into WebAPI | ApexChat.Core/Managers | 2025-02-13 |
| #13597 | Stage | ApexChat.Core/Managers | 2025-02-13 |
| #13589 | Azure webapi develop into Stage | ApexChat.Core/Data | 2025-02-12 |
| #13588 | Feature/5.1 into WebAPI | ApexChat.Core/Managers | 2025-02-12 |
| #13587 | Feature/5.1 into Stage | ApexChat.Core/Managers | 2025-02-12 |
| #13560 | Feature/5.1 into WebAPI | ApexChat.Database/ApexChat | 2025-02-07 |
| #13556 | Feature/5.1 into WebAPI | ApexChat.Web/scripts | 2025-02-06 |
| #13552 | Task/UIUX-2823-label updated to call center forwarding number | ApexChat.Web/scripts | 2025-02-06 |
| #13551 | Feature/5.1 into WebAPI | ApexChat.Web/scripts | 2025-02-06 |
| #13543 | regenerated website signup | ApexChat.Core/Data | 2025-02-04 |
Portal Web Configuration Settings: AI Conversation Base URL
1 PR## Overview
The `AIConversationBaseUrl` configuration setting defines the endpoint used by the core application to communicate with the AI conversation service. This setting is managed via the application's configuration files (`appSettings.beta.config` and `appSettings.production.config`).
## Configuration Management
Previously, the `AIConversationBaseUrl` was hardcoded to a specific static URL. The system has been updated to utilize a tokenized placeholder, `#{AIConversationBaseUrl}#`, allowing the value to be injected dynamically during the deployment or build process. This change enables environment-specific configuration management without requiring manual modifications to the source-controlled configuration files.
## Unlinked PRs
* PR-14500 — Updated the `AIConversationBaseUrl` setting in beta and production configuration files to use a dynamic placeholder instead of a hardcoded…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14500 | AIConversationBaseUrl for coreapp | ApexChat.Web/config | 2025-09-25 |
portal_security_and_auth
7 PRs## Overview
This capability manages the security configuration for JWT-based authentication, user account limits, and global error handling within the ApexChat portal.
## JWT Authentication Security
The system uses environment-based configuration for JWT security. The `AuthenticationManager` requires the `jwt_base64_secret` to be defined in application settings. If missing, the system throws an exception during token generation. Authentication errors (e.g., invalid company or disabled logins) are now logged via `log4net` and return a generic error message to the user to prevent information leakage.
## User Limit Enforcement
The system enforces company-specific user limits when creating new users or re-enabling existing disabled users. The `UserManager` validates the user count against subscription limits during the enablement process.
## Error Handling and Infrastructure
The portal no…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15500 | remove hardcoded JWT secret key and make it environment based | ApexChat.Web/config | 2026-07-17 |
| #15475 | limit fix for disabled user | ApexChat.Core/Managers | 2026-06-29 |
| #15474 | Revert "user limit fix-5142" | ApexChat.Core/Managers | 2026-06-29 |
| #15473 | user limit fix-5142 | ApexChat.Core/Managers | 2026-06-29 |
| #13043 | revert core restsharp from 110 to 106 | ApexChat.Core/Managers | 2024-10-22 |
| #13037 | vanta required changes | ApexChat.Web/Pages | 2024-10-22 |
| #13023 | Revert "Task/CHAT-16201_changing_restsharp_version" | ApexChat.Web | 2024-10-22 |
portal_system_configuration_v5_7_2
5 PRs## Overview
The portal system configuration has been updated to support enhanced chat attachment handling, new video greeting capabilities, improved integration settings, and robust monitoring/background job management. These changes introduce a framework for managing file uploads, CRM synchronization, and standardized telemetry logging.
## Chat Attachment Management
The system supports a structured approach to file attachments within chat rooms.
- **Validation**: Files are restricted to a maximum size of 10 MB and must adhere to a specific set of allowed extensions (e.g., jpg, png, pdf, docx, xlsx).
- **Storage**: New configuration keys (`ChatAttachmentsContainer`, `ChatAttachmentsContainerFolder`) allow for flexible cloud storage mapping.
- **Settings**: Administrators can toggle `EnableOperatorAttachments` and `EnableVisitorFileAttachments` via company settings.
## Video Greeting an…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14900 | 5.7.2 Core app staging into beta webapi | ApexChat.Core/Managers | 2025-12-17 |
| #14899 | Core app staging 5.7.2 into beta | ApexChat.Core/Managers | 2025-12-17 |
| #14779 | [Hangfire] Use Hangfire Service | ApexChat.Core/Web | 2025-12-04 |
| #14767 | Enable AppInsights and Set LogLevel to Error | ApexChat.Monitoring | 2025-11-27 |
| #14747 | Fix migration issues with new dev machine setup | ApexChat.Database/ApexChat | 2025-11-26 |
QuickBooks Sync: Per Minute Overage Line Items
1 PR## Overview
The portal's QuickBooks synchronization engine now supports the mapping of 'Per Minute' overage fee line items to specific QuickBooks product identifiers. This ensures that usage-based billing for voice services is accurately categorized within QuickBooks invoices.
## Functionality
When the system processes a line item with a `FeeType` of "OverageFee" and a `PaymentType` of "Per Minute", it dynamically determines the appropriate QuickBooks product ID based on the object name:
- **Voice AI Minutes**: If the object name contains "VoiceAI", the system maps the item to the "Voice AI Minutes" product category.
- **Voice Minutes**: For all other objects, the system maps the item to the "Voice Minutes" product category.
The system utilizes a helper method to sanitize object names by stripping any text following a parenthesis before performing the lookup, ensuring consistent matchi…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15407 | Per Minute Overage Line Items Sync to QB | ApexChat.Core/Managers | 2026-05-08 |
SmartHub Company Management and Feature Integration
8 PRs## Overview
The SmartHub management capability enables the configuration and validation of company-specific features, specifically focusing on CRM and Appointment Scheduling. This system allows administrators to manage feature enablement, perform user-level operations, and ensure data consistency across legacy and modern messaging architectures.
## System Flow
1. **Configuration**: Administrators enable SmartHub features for a company via the portal interface. The system validates that at least one of the required features (CRM or Appointment Scheduling) is selected.
2. **Persistence**: Feature settings are stored in the `Features` table, which now includes a `SmartHubFeatureType` column to distinguish between feature types.
3. **Synchronization**: When a company is duplicated, SmartHub settings are reset to prevent configuration leakage. User deletion requests are processed through the…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15455 | build issue resolved | ApexChat.Core/Managers | 2026-06-16 |
| #15454 | Task/crmf publish enum script fix | ApexChat.Core/Data | 2026-06-15 |
| #15452 | Enum published | ApexChat.Core/Data | 2026-06-12 |
| #15447 | Bug/CRMF-5713 User deletion synced to legacy | ApexChat.Core/Managers | 2026-06-09 |
| #15433 | Duplication of SmarthubFeatureEnabled and its features stopped-5690 | ApexChat.Web/Services | 2026-06-03 |
| #15432 | Task/CRMF-5136 Rename CRM Admin flag to SmartHub User | ApexChat.Web/scripts | 2026-06-03 |
| #15431 | Non blocker warning enabled-5657 | ApexChat.Web/scripts | 2026-06-01 |
| #15430 | Blocker Warning Enabled when Smarthub Feature Enabled when the user h… | ApexChat.Web/scripts | 2026-06-01 |
SmartHub Integration Documentation
16 PRs## Overview
The SmartHub integration manages the synchronization of feature configurations and user provisioning between the core platform and external messaging services. It enables the system to track, persist, and publish company-specific SmartHub feature subscriptions and handle user lifecycle events (creation, updates, and profile management) via HTTP endpoints.
## System Flow
1. **Feature/User Request**: The system receives requests via `ApexChatService.svc` (e.g., `/smarthub-users`, `/smarthub-users/{id}`, `/smarthub-users/{id}/profile`).
2. **Context Resolution**: Headers (`companyKey`, `companyID`, `userEmail`, `requestId`) are extracted. If `companyKey` is missing, it is resolved via `CompanyManager` using the `companyID` header.
3. **Processing**: `SmartHubUserManager` handles the logic, mirroring messaging consumer behaviors (e.g., `UsersCreationRequestedConsumer`).
4. **Per…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15408 | Renamed event to SmarthubSubscriptionChanged | ApexChat.Core | 2026-05-12 |
| #15404 | Fixed publishing CRMFlowsConfigurationRequest issue | ApexChat.Core/Models | 2026-05-07 |
| #15379 | Task/CRMF-5247 Modified smarthub feature publishing | ApexChat.Core/Managers | 2026-05-05 |
| #15362 | fix smarthub option not displaying in companyselector | ApexChat.Core/Managers | 2026-04-27 |
| #15360 | Task/CRMF-5247 Resolved version issue | ApexChat.Web | 2026-04-27 |
| #15357 | Task/CRMF-5247 Added headers | ApexChat.Core | 2026-04-24 |
| #15355 | Task/CRMF-5247 Modified publishing smart features | ApexChat.Core/Managers | 2026-04-24 |
| #15353 | Task/CRMF-5247 Created UI component SmartHubFeaturesGrid | ApexChat.Web/scripts | 2026-04-23 |
| #15311 | CRMF-5320-Create/Update-Smarthub-Path-To-CRM | ApexChat.Core/Managers | 2026-04-23 |
| #15339 | Task/CRMF-5247 Dynamic smarthub features | ApexChat.Core/Managers | 2026-04-21 |
| #15324 | Task/CRMF-5395 Modified publish company smarthub features | ApexChat.Core | 2026-04-13 |
| #15319 | Task/CRMF-5395 Publish company smarthub features | ApexChat.Core/Managers | 2026-04-10 |
| #15318 | Task/CRMF-5415-Reset-Password-SmartHub-Handled | ApexChat.Core/Managers | 2026-04-10 |
| #15315 | Task/CRMF-5321-SmartHub-hhtp-Request-UserUpdateProfile-Handled | ApexChat.Core/Managers | 2026-04-10 |
| #15292 | smarthub userUpdate Http request handled | ApexChat.Core/Managers | 2026-04-03 |
| #15250 | Task/CRMF-5320-Endpoint-Implementation-UserCreation-Smarthub | ApexChat.Core/Managers | 2026-04-01 |
SMS OTP Integration Documentation
9 PRs## Overview
The SMS OTP (One-Time Password) Integration provides a mechanism to verify visitor phone numbers during chat interactions. This feature allows companies to mandate phone verification, ensuring that visitor contact information is valid before proceeding with specific chat workflows or transfers.
## System Flow
1. **Configuration**: Administrators enable phone verification at the company level via the `PhoneVerificationEnabled` setting.
2. **Initiation**: During a chat session, the system triggers a `PhoneOTPDialog` (`ScriptsQuestionType.PhoneOTPDialog`) to prompt the user for verification.
3. **Verification**: The system uses `TwilioOTPVerificationService` to send an OTP. Upon successful validation, the system marks the chat as verified (`IsPhoneVerified = true`) and sends a system message of type `SMSOptIn`.
4. **Error Handling**: The `SendOTPHandler` provides feedback on OT…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14076 | Beta SMS OTP into Production | ApexChat.Web/config | 2025-06-04 |
| #14072 | add placeholders for TwilioOTPServiceSID | ApexChat.Web/config | 2025-06-03 |
| #14070 | Core app staging into Beta SMS OTP | ApexChat.Web/Handlers | 2025-06-03 |
| #14068 | AI-276 phone otp user cannot reply to QR in script Bot | ApexChat.Core/Managers | 2025-06-02 |
| #14066 | Feature/otp | ApexChat.Core/Managers | 2025-06-02 |
| #14052 | add TwilioOTPServiceSID for staging | ApexChat.Web/config | 2025-05-29 |
| #14046 | Feature/otp into stages | ApexChat.Web/Handlers | 2025-05-27 |
| #14042 | Task/otp complete flow | ApexChat.Web/Handlers | 2025-05-26 |
| #14002 | added error in SendOTPHandler.ashx | ApexChat.Core/ThirdParty | 2025-05-22 |
System Configuration and API Updates
8 PRs## Overview
The system configuration has been updated to include a new parameter, `UseDirectStreamingLink`, within the global settings, and to standardize database connection strings within the `web.config` file. CORS (Cross-Origin Resource Sharing) policies have been refined for security and origin matching, including support for new development and AI-related domains. Additionally, Google and Nylas API credentials have been updated across environment configurations, error handling in the `ApexChatUtilityService` has been modified for debugging, and a new `EndChat` endpoint has been exposed in the `ApexChatService`.
## Functionality
1. **Global Settings**: The `UseDirectStreamingLink` boolean field is accessible via the Global Settings interface, restricted to administrators, and persisted in the `GlobalSettings` database table. When enabled, the system utilizes direct streaming links…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15562 | web.config made correct | ApexChat.Web | 2026-08-18 |
| #13767 | CORS for invitation.apexchat.com | ApexChat.Web | 2025-03-13 |
| #13715 | Updated with CORS-Credentails | ApexChat.Web | 2025-03-03 |
| #13647 | show error message | ApexChat.Web/Services | 2025-02-20 |
| #13641 | update google client ids and client secrets | ApexChat.Web/config | 2025-02-20 |
| #13640 | update google client ids and client secrets | ApexChat.Web/config | 2025-02-20 |
| #13622 | fix cors regex | ApexChat.Web | 2025-02-19 |
| #13341 | stage | ApexChat.Web/Services | 2025-01-02 |
System Configuration and Infrastructure Updates
4 PRs## Overview
This documentation covers recent infrastructure and system configuration updates, including database schema enhancements for feature management, linked server configuration adjustments for Azure/Staging environments, and improvements to visitor IP address normalization.
## Feature Management Infrastructure
The system has been updated to support a new 'SmartHub' feature flag within the core data model. This includes:
- **Schema Updates**: The `Feature` table now includes an `isSmartHubFeature` boolean column (defaulting to 0).
- **Data Access**: The `Feature` and `FeatureController` classes have been updated to include `IsSmartHubFeature` in their insert and update operations.
- **Manager Logic**: The `FeatureManager` and `FeaturesPaymentTypeManager` have been updated to ensure the `IsSmartHubFeature` property is persisted during feature creation/updates and retrieved during…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15371 | fix linkedserver config of azure and staging | ApexChat.Web/config | 2026-04-29 |
| #15350 | build errors fixed | ApexChat.Core/Data | 2026-04-23 |
| #15344 | Task/feature.crmf 4.0 get smarthub fetaure fix v2-5246 | ApexChat.Core/Managers | 2026-04-22 |
| #15334 | Beta into Prod | ApexChat.Core | 2026-04-17 |
System Configuration: Cross-Origin Resource Sharing (CORS)
6 PRs## Overview
The ApexChat system manages Cross-Origin Resource Sharing (CORS) via IIS URL Rewrite rules defined in `ApexChat.Web/Web.config`. The system enforces security by validating the `HTTP_ORIGIN` header against a predefined regex pattern to determine whether to allow cross-origin requests.
## System Flow
1. A client initiates a cross-origin request to the server.
2. The IIS server inspects the `HTTP_ORIGIN` header.
3. The `AddCrossDomainHeader` rule evaluates the origin against a regex pattern containing authorized domains, subdomains, and local development environments.
4. If the origin matches, the server rewrites the `RESPONSE_Access_Control_Allow_Origin` header to mirror the requesting origin, effectively granting access.
## Constraints and Configuration
- **Regex Validation**: The system relies on a complex regex string to whitelist allowed origins. Changes to this configura…
| PR | Title | Area | Merged |
|---|---|---|---|
| #13714 | fix-a/c-2nd-scenario | ApexChat.Web | 2025-03-03 |
| #13713 | Bug/apexstagecorsissue | ApexChat.Web | 2025-03-03 |
| #13662 | Task/AddInvitationApexchatInCORS | ApexChat.Web | 2025-02-24 |
| #13660 | add explicit invitation.apexfeature4.xyz before generic | ApexChat.Web | 2025-02-24 |
| #13658 | added apexfeature4 explicitly | ApexChat.Web | 2025-02-24 |
| #13656 | fix cors | ApexChat.Web | 2025-02-21 |
System Deployment Configuration Update: WebToSMS Integration
10 PRs## Overview
The system deployment configuration manages the build pipeline and service architecture for the ApexChat application. Recent updates focus on refining the cleanup processes within the Azure DevOps pipeline, ensuring consistent access to authentication management services, stabilizing database migration scripts, and integrating the WebToSMS feature set.
## Deployment Pipeline
The Azure pipeline configuration (`azure-pipelines-beta.yml`) includes a cleanup step that removes unnecessary directories and files from the build environment. This process explicitly includes the `ApexChat.Workers.StatsJob` directory to prevent stale artifacts.
## Database Migration and Scripting
Database migration scripts (`migrate.ps1`) have been standardized to ensure compatibility across different PowerShell versions. The `ApexChat.Database/migrate.ps1` script now uses a consistent `Invoke-Sqlcmd`…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14967 | Beta in beta api | azure-pipelines-beta.yml | 2025-12-24 |
| #14965 | Core app staging into beta | — | 2025-12-24 |
| #14963 | Core app staging api | ApexChat.Web/Services | 2025-12-24 |
| #14962 | Bug/UIUX-3242 Fixed deployment issue | ApexChat.Web/Services | 2025-12-24 |
| #14961 | Bug/UIUX-3242 Fixed deployment issue | ApexChat.Web/Services | 2025-12-24 |
| #14941 | Merge pull request #14938 from apexchat/core_app_staging | — | 2025-12-22 |
| #14746 | Revert "Migration script fix for latest powershell" | ApexChat.Database | 2025-11-24 |
| #14745 | Migration script fix for latest powershell | ApexChat.Database | 2025-11-24 |
| #14742 | Fix Roundhouse script for VS Embedded Powershell | ApexChat.Powershell.Database | 2025-11-22 |
| #14098 | Stage into Beta | — | 2025-06-12 |
Visitor Attachment Management System
15 PRs## Overview
The Visitor Attachment Management system enables the secure uploading, storage, and retrieval of files shared by visitors during chat sessions. This capability includes support for various file types, automated thumbnail generation, and secure export functionality for both individual files and batched chat/lead attachments.
## System Flow
1. **Upload**: Visitors upload files via the chat interface. The system validates the file against a predefined list of allowed extensions and a 10MB size limit.
2. **Storage**: Files are processed, hashed, and stored in a configured S3 bucket. Thumbnails are generated for supported formats and stored alongside the original file.
3. **Retrieval**: Agents can view attachments within the chat transcript. The system uses a placeholder ("Attachment(s) received") in the UI, which is dynamically replaced with file names.
4. **Export**: Authorized…
| PR | Title | Area | Merged |
|---|---|---|---|
| #15047 | Story/CHAT-17127_added-new-question-type-visitor-attachment | ApexChat.Core/Data | 2026-01-22 |
| #15053 | Feature/5.12 into stages | ApexChat.Web/scripts | 2026-01-20 |
| #15034 | prod into 5.12 | DevOps-yml-scripts | 2026-01-12 |
| #15031 | Beta into Prod | ApexChat.Core | 2026-01-09 |
| #15030 | Core app staging into beta | ApexChat.Core | 2026-01-09 |
| #14975 | Bug/UIUX-3242 Added missing extensions | ApexChat.Core | 2026-01-07 |
| #15008 | prod into 5.12 | ApexChat.Web/scripts | 2026-01-05 |
| #15000 | Merge/production to 5.11 | ApexChat.Database/ApexChat | 2026-01-02 |
| #14998 | Prod into 5.11 | ApexChat.Database/ApexChat | 2026-01-02 |
| #14868 | Core app staging | ApexChat.Core/Managers | 2025-12-12 |
| #14866 | Task/chat 17692 download attachment endpoint | ApexChat.Core/Managers | 2025-12-12 |
| #14854 | Task/5.7.2 into stages | ApexChat.Core/Data | 2025-12-11 |
| #14842 | Feature/5.7.2 | ApexChat.Web/config | 2025-12-10 |
| #14809 | Task/5.7.2. into staging | ApexChat.Core/Managers | 2025-12-05 |
| #14808 | Feature/5.7.2 in web-api-stage | ApexChat.Core/Managers | 2025-12-05 |
Voice AI Management and Analytics
63 PRs## Overview
The Voice AI Management system provides comprehensive tracking, reporting, and management capabilities for call recordings, contract signing logs, and performance KPIs. It enables administrators to retrieve detailed call metadata, monitor ring time performance, and manage signed documents via secure API endpoints.
## System Flow
1. **Data Collection**: The system tracks call metadata, including intake types, language, and CRM-related identifiers, and stores them in the `Inbox` table.
2. **Performance Monitoring**: The system calculates ring time KPIs (30, 60, and 90-second intervals) to evaluate call center responsiveness.
3. **Detail Retrieval**: Users can query specific call details by ID, which aggregates data from the `Inbox`, `Transcripts`, and `ChannelMappings` tables.
4. **Document Access**: Signed documents are retrieved via a secure, time-limited pre-signed URL gene…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14095 | Bug/AI-108 - SMS WebToSms fixes | ApexChat.Core/Managers | 2025-06-11 |
| #14094 | Bug/AI-108 - WebToSMS feature fixes | ApexChat.Core/Managers | 2025-06-11 |
| #14089 | Task/UIUX-000-Voice-Agents-Editor-Role into Production Patch | ApexChat.Core/Managers | 2025-06-10 |
| #14088 | Task/UIUX-000-Voice-Agents-Editor-Role | ApexChat.Core/Managers | 2025-06-10 |
| #14084 | Azure webapi develop into WebAPI-Staging | ApexChat.DataPurge | 2025-06-10 |
| #14083 | Revert "Revert "Task/AI-304-Replace-Cancel-Button-with-Delete"" | ApexChat.Core/Managers | 2025-06-10 |
| #14064 | Task/AI-304-Replace-Cancel-Button-with-Delete | ApexChat.Core/Managers | 2025-05-30 |
| #14063 | Revert "Task/AI-304-Replace-Cancel-Button-with-Delete" | ApexChat.Core/Managers | 2025-05-30 |
| #14061 | Task/AI-304-Replace-Cancel-Button-with-Delete | ApexChat.Core/Managers | 2025-05-30 |
| #13985 | Task/UIUX-2940-Voice-timezone-timestamp | ApexChat.Core/Managers | 2025-05-21 |
| #13867 | Task/AI-164-AI-Voice-Section-APIs | ApexChat.Core/DTOs | 2025-04-22 |
| #13840 | Task/UIUX-2931-Voice-Analytics-Error | ApexChat.Core/Managers | 2025-04-16 |
| #13830 | WebAPI-Beta into Production Tag: 4.4.15 | ApexChat.Core/Managers | 2025-04-10 |
| #13823 | Azure webapi develop Voice Intake issue | ApexChat.Core/Managers | 2025-04-08 |
| #13822 | Bug/UIUX-2882-Portal-records-outbound-call-on-new-intake | ApexChat.Core/Managers | 2025-04-08 |
| #13803 | Task/UIUX-2886-Voice-intakes-need-to-have-filters | ApexChat.Core/Managers | 2025-03-24 |
| #13786 | Bug/UIUX-2882-Portal-records-outbound-call | ApexChat.Core/Managers | 2025-03-19 |
| #13779 | Task/UIUX-2886-Voice-intakes-need-to-have-filters | ApexChat.Core/Managers | 2025-03-18 |
| #13751 | Task/UIUX-2886-Voice-intakes-need-to-have-filters | ApexChat.Core/Managers | 2025-03-13 |
| #13665 | Feature/widget improvement into Stage | ApexChat.Core/Managers | 2025-02-24 |
| #13661 | Task/widget improvement merge 5.1prod | ApexChat.Core/Data | 2025-02-24 |
| #13659 | Production into Feature/WidgetImprovement | ApexChat.Core/Data | 2025-02-24 |
| #13540 | Task/UIUX-2549-Voice-Dashboard-Partner | ApexChat.Core/Managers | 2025-02-04 |
| #13531 | Task/UIUX-2549-Voice-Dashboard-Partner | ApexChat.Core/Managers | 2025-02-03 |
| #13505 | Task/UIUX-2823-modify-Call-Transfer-enabled | ApexChat.WebApi/Controllers | 2025-01-29 |
| #13501 | Feature/5.1 into WebAPI | ApexChat.Core/Data | 2025-01-28 |
| #13497 | Task/UIUX-2812-KPI-for-companies-with-appointment | ApexChat.Core/DTOs | 2025-01-27 |
| #13494 | Feature/5_1_Story_CHAT-16593_Voice_Onboarding_Remove_Firm_Transfer_And_Modify_Call_Transfer_Enabled | ApexChat.Core/Data | 2025-01-27 |
| #13464 | Task/UIUX-2743-Replace-voice-dashboard-calls-answered | ApexChat.Core/DTOs | 2025-01-21 |
| #13444 | Feature/5_1_Feature_CHAT-16623_Voice_Additional_Fields | ApexChat.Core/Data | 2025-01-16 |
| #13437 | Feature/5_1_Feature_CHAT-16594_Voice_Add_Notes_Section | ApexChat.Core/Data | 2025-01-15 |
| #13424 | Feature/5_1_Bug_CHAT-16596_Voice_Lead_Email_Address_Issue | ApexChat.Web/scripts | 2025-01-14 |
| #13422 | Task/corestage chatbot merge prod | ApexChat.Web/scripts | 2025-01-13 |
| #13419 | Merge_Production_into_Feature_4_9_9 | ApexChat.Web/scripts | 2025-01-13 |
| #13418 | Feature/5_1_Task_CHAT-16626_Voice_Cost_Field_Value | ApexChat.Web/scripts | 2025-01-13 |
| #13415 | Azure webapi beta into Production | ApexChat.Core/DTOs | 2025-01-13 |
| #13406 | Beta into webapi beta | ApexChat.Web/scripts | 2025-01-10 |
| #13405 | Production | ApexChat.Core/Data | 2025-01-10 |
| #13404 | beta_CHAT-16595_Voice_Tab_Not_Saving_Properly | ApexChat.Database/ApexChat | 2025-01-10 |
| #13403 | beta_CHAT-16595_Voice_Tab_Not_Saving_Properly | ApexChat.Core/Data | 2025-01-10 |
| #13196 | Production into CoreStage | ApexChat.Core/DTOs | 2024-12-03 |
| #13186 | Azure webapi beta into Production | ApexChat.Core/DTOs | 2024-11-28 |
| #13181 | WebAPI-Staging into WebAPI-Beta | ApexChat.Database/ApexChat | 2024-11-27 |
| #13177 | Azure webapi develop into WebAPI-Staging | ApexChat.Core/DTOs | 2024-11-27 |
| #13173 | Task/UIUX-2707-Add-Company-column-in-Voice-Revert | ApexChat.Core/DTOs | 2024-11-27 |
| #13171 | Azure webapi develop into WebAPI-Staging | ApexChat.Core/DTOs | 2024-11-25 |
| #13169 | Task/UIUX-2707-Add-Company-column-in-Voice | ApexChat.Core/Managers | 2024-11-25 |
| #13167 | Task/UIUX-2707-Add-Company-column-in-Voice | ApexChat.Core/DTOs | 2024-11-22 |
| #13166 | Azure webapi develop into Staging | ApexChat.Database/ApexChat | 2024-11-21 |
| #13163 | CRMF Changes to Beta | ApexChat.Web | 2024-11-21 |
| #13160 | Task/UIUX-2695-Add-KPI's-for-customer-of-calls | ApexChat.Core/Managers | 2024-11-21 |
| #13154 | Feature | ApexChat.Core/DTOs | 2024-11-19 |
| #13150 | Stages | ApexChat.Core/DTOs | 2024-11-18 |
| #13148 | Task/UIUX-2695-Add-KPI's-for-customer-of-calls | ApexChat.Core/DTOs | 2024-11-18 |
| #13143 | Task/UIUX-2662-Add-column-for-language-&-UIUX-2700 | ApexChat.Core/DTOs | 2024-11-18 |
| #13113 | Task/UIUX-2660-Call-recordings-table-should-have-phone-&-UIUX-2655 | ApexChat.Core/Managers | 2024-11-18 |
| #13128 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/Managers | 2024-11-13 |
| #13126 | Task/UIUX-2688-Voice-lead-detail-view-with-notes | ApexChat.Core/Managers | 2024-11-13 |
| #13124 | Azure webapi staging into WebAPI-Beta | ApexChat.Core/DTOs | 2024-11-12 |
| #13121 | Task/UI ux 2688 voice lead detail view with notes | ApexChat.Core/Managers | 2024-11-11 |
| #13120 | Task/UIUX-2688-Voice-lead-detail-view-with-notes | ApexChat.Core/DTOs | 2024-11-11 |
| #13109 | Task/UIUX-2667-Signed-Document-Vioce-Update | ApexChat.Core/DTOs | 2024-11-06 |
| #13106 | Task/UIUX-2666-Intake-Section | ApexChat.Core/DTOs | 2024-11-04 |
Web Widget Configuration Update
1 PR## Overview
This documentation covers updates to the Web Widget configuration, including UI layout adjustments, SMS initiation flow, theme expansion, tracking security, GCLID capture, Content Security Policy (CSP) compatibility, Video Greet behavior fixes, CORS origin management, and new Chat Bar customization options.
## UI Configuration
- **Dropdown Components:** Fixed width of 125 pixels for consistent visual alignment.
- **Theme Styles:** Added `Rounded_Dynamic_Plus` as a new theme option.
- **Chat Bar Customization:** Introduced `ChatbarBorderStyle` (Rounded/Squared) configurable via the Portal. The system automatically defaults to 'Rounded' when `Rounded_Dynamic_Plus` is selected.
- **Suggestion Styling:** Updated suggestion background color to `#c8e6e6` for improved visual clarity.
- **CTA Alignment:** Removed redundant padding in pre-chat options to ensure single-line display.…
| PR | Title | Area | Merged |
|---|---|---|---|
| #14641 | Bug/Chat-Windowed-Mode-Error-ApexFeature1 | ApexChat.Web | 2025-10-29 |