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• In the Workspace area, when the Operator had unsent messages for multiple chats, switching between these work items cleared the unsent message from the Chat panel.
• The Operator Client did not remember the Chat window branding for non pre-translated languages when you tried to edit those settings. Instead, the All languages option was automatically selected when editing custom chat window branding on the Setup > Account Setup > Chat > Chat Window > Brandings tab.
• It was possible to send an invitation email to a deleted Operator from the Recycle Bin
• It was not possible to download attachments where the file name included a # character, such as test#123.pdf

Changes to the Chat Summary by Operator report

When you run the Chat Summary report grouped by Operator, it now contains the same information as when it is grouped in any other way. As of now, to view data that you have previously retrieved by the Chat Summary by Operator report, you can use the Operator Survey report.

• When an Operator accepts an SMS message in the Agent Workspace, the initial greeting is now displayed in the chat panel. To set up initial greetings, see How to add operators.
• Fixed an issue where outgoing emails with an invalid character could not be sent
• Operators now see an improved notification when they try to transfer a bot chat that the customer has already abandoned
• You can now select the following additional languages to auto-translate messages with Geofluent between customer and Operator in real-time:
  • Kazakh
  • Lithuanian
  • Serbian
  • Tagalog
  • Tamil

  For more information on using real-time translation, see How to set up auto-translation.

View operator availability and workload

In Monitor View, you can view operators' workload and availability per channel in real time. To see this information, go to the Live Agent Workload tab. For more information, see How to view Operators' live workload and availability in the Agent Workspace.

Force operators to log out from the Agent Workspace

In Monitor View, you can now select operators whom you want to log out from the Agent Workspace. See How to force Operators to log out from Bold360.

Display Last Assigned detail in Agent Workspace

Operators can now see who transferred a chat to their workspace. See How can I tell who transferred the chat to me.

Discontinue support for TLS 1.0 and 1.1 encryption

BoldChat supports TLS encryption version 1.2 only. Earlier versions are no longer supported.

Audit log for login and logout activity

The getAllAccessAuditLogs API method has been introduced to retrieve login and logout information on your account. For more information, see the Bold360 and BoldChat Developer Center.

• In Operator Activity reports, ASA (Average Speed to Answer) has been renamed to AASA (Assignment Average Speed to Answer). AASA calculates the time from when the agent received an assignment to the time the assignment was answered. See Operator Reports.
• Operators in the Agent Workspace with the Take Next Queued option enabled now receive notifications when there is a new work item in queue.
• Operators now receive notifications when there is a new work item in queue

The following fixes and improvements have been made in this release:

• Reason for ending a chat is now displayed in the Ended reason field both on the Customer Information Card in the Agent Workspace and in Monitor View when selecting a chat.
• Fixed an issue, where the number of active work items in the Agent Workspace was displayed incorrectly on the Active tab above the work items. This issue occurred when the operator navigated to the Search tab.
• Fixed an issue in Monitor View, where the operator had to select a chat folder manually to display chats on the Assigned to Agent tab. This issue occurred when operator did not have access to the top-level Chats folder.
• Fixed an issue where the operator?s email reply was undeliverable to the customer. This issue occurred when the customer used Microsoft Outlook as email client and the operator?s outbound email server was an Office 365 SMTP server.
• Fixed an issue where customer email replies were not updated in the Agent Workspace and there was no indication that a new message is available in an email thread.

Sign in to BoldChat

On March 16, 2020. the sign-in experience for BoldChat will change. From then on, you will be able to sign in to the Agent Workspace and the BoldChat Operator Client with your email address and password. For more information, see How to sign in to BoldChat?.

View stats on operator performance

Operators can have a quick view on their performance in the bottom-left corner of the Agent Workspace. Admins can add up to 10 performance indicators to the expanded operator stats view.

• In Agent Workspace, you can now search without adding a keyword as a search parameter.
• Agent Workspace has been visually improved to have a more modern look and feel. This includes an update of the icons for selecting your channel status:
  
• Several performance improvements to the overall operator experience have been introduced when working in Agent Workspace.

Changes to the sign-in process in BoldChat

Update your BoldChat Operator Client

By January 27, 2020, it is strongly suggested to upgrade your BoldChat Operator Client to version 15.2.6 or later. Users on an earlier version may not be able to sign in to BoldChat.

Email address and password policy

With the coming of the new sign-in process on March 16, 2020, BoldChat users may have to verify their email address and their password policy will also change. For more information on these changes, see About the new sign-in process in BoldChat.

Operators and admins will have the following experience when they sign in:

Multiple BoldChat accounts

From March 16, 2020, if you also have access to multiple accounts, you will have to select that after signing in to BoldChat. Operators and admins will have the following experience when they sign in and select a BoldChat account to work with:

Allowlisting

By January 31, 2020 your IT team must allowlist these URLs in your firewall settings to allow access to authentication.logmeininc.com and auth.bold360.com. For more information, see Allowlisting and BoldChat.

Operators can block abusive customers during chat

When operators chat with an abusive customer, they can block that person from chatting with your organization. Customers can be unblocked later.

BoldChat iOS Operator Application retired

The iOS Operator Application is no longer available. Installed apps stop working on February 3, 2020.

• Operators can filter their own work items in Monitor View. In Monitor View, you can list your own chats, emails, and messages on the Assigned to Agent and Closed tabs by clicking My items above the list of work items. Admins can prevent operators from filtering their own chats.
• To prevent operators from accidentally closing a chat or email thread, they must confirm ending a chat when clicking End Chat. Operators can also choose not to see this confirmation message in the future.
• The Agent Workspace has been visually improved to have a more modern look and feel.