Release Notes: December 2017

By January 12, 2018Product Updates
Boomtown Release Notes December

December was a short month, but here are the new features released.

 

Email Support Enhancement

While you’ll never get the real-time engagement or conversational nature of chat support in email, we’re working to make email support be as easy to use as possible. We’ve made a few enhancements that will help and will continue to strive for a complete omnichannel support experience no matter what channel your customers prefer.

  1. Added a formatting bar in the Relay Desktop email composer window to allow bold, italics, etc. in responses.
  2. Email subject line and cc: email addresses can be edited in the email composer window
  3. The email modal in Relay Desktop will include the thread history for context

Boomtown Email Support Update

 

 

Communications Channel Auto-Responder

We removed one more step when it comes to providing support across channels. When responding to inbound communications from customers, the outbound message will now automatically send back to the channel it came from so you don’t need to choose the channel each time.

For example, if someone sends a text message, a response will automatically be sent back via text message. This eliminates having to pre-append the comm channel type (i.e. typing /email:) before responding.

Relay users can still switch the channel by adding the slash commands(/sms: /email: /fb:) if the message needs to be sent to a channel other than the original source and we will be adding a button next month to simplify this further.

Boomtown Relay Communication Auto Responder

 

 

Get Support Button on Facebook

This feature is an add-on to the Facebook Integration. Currently, the Facebook Integration connects an Organization’s Facebook page to a Team’s public chatroom. This new button will allow Facebook to automatically create an Issue in Relay and enable a support team to continue the conversation through Messenger right from the Issue modal.

On clicking the ‘Get Support’ button on the organization’s Facebook page, the user will be directed to this page with a welcome message and will be asked to provide Issue details. The logo and the buttons on this page are private labeled and will be updated based on the team on which the integration is done.

 

Boomtown Facebook Get Support 1

Boomtown Facebook Get Support 2

The instructions for setting up the Get Support button can be found during the Facebook Integration setup.

 

Jira Integration

Similar to our other integrations, this new integration allows us to send tickets any instance of JIRA.  This is a one-way integration that sends the following:

  1. Boomtown Issue ID
  2. Issue Owner (Admin/Partner Team)
  3. Issue Type
  4. Issue Category
  5. Issue Status
  6. Resolution Status
  7. Log Notes (posted to Comments)
  8. Issue
  9. Diagnosis
  10. Resolution
  11. Parent ID
  12. Issue Source
  13. Equipment/Support tags
  14. Issue Device
  15. Special Notes
  16. Issue URL

The setup of the JIRA Integration is similar to other integrations and can be done at the Team Level of an Org from Team -> Integrations.

Boomtown Jira Integration

 

 

 

Connect Updates

We made a number of updates to Connect on Android, iOS and Poynt. Hope you enjoy!

Connect on Android

Snap Picture: Added functionality to snap a picture while in the video chat! The user does this by clicking the camera icon on the right side of the screen (Check Screenshot). The user will have an option to save the picture or discard it after the snap is taken.

 

 

Emoticons: Similar to Connect iOS, support for emoticons is added to Connect Android.

Boomtown Connect Emojis

Fullscreen Call notifications: Added full-screen call notifications to mimic the behavior of an incoming call when calling from Relay -> Connect. Added the avatar of the user calling in the full screen notification.

Boomtown Connect Full Screen Call Notification

 

 

Button Support: Button Support has been added to Connect iOS. The Knowledge bots as well as Melody bots can be deployed in the Customer Chats.

Boomtown Connect Bot Buttons

 

Cancel Ticket Prompt: Added a prompt to confirm ticket cancellation which will prevent accidental cancellation of ongoing tickets while browsing through Connect.

Boomtown Connect Cancel Notification

 

Audio Output Button: Fixed audio output button so the audio output goes to the speaker and not the earpiece.

Bug Fixes: Verified and fixed app crashes on Service History and improved video and chat quality in the application.

UI Update: Added a slider at the bottom of the video panel to hide the buttons on the screen while in a video chat.

Boomtown Connect Slider

 

 

Connect on Poynt

Null Error: Fixed a bug where the error “Null Error” was constantly being seen on the Connect application on some Poynt devices.

Other Updates: All the other updates mentioned in the Connect Android section are applicable to Connect Poynt as well. As a part of the standardization effort, we have made sure that Connect app on all Android-based devices will have the same core with customizations depending on the device complexities.

 

 

Connect on iOS

Sketch Functionality: Added the ability to draw/sketch on the screen and customize the sketch color via a color picker.

  1. Open a Video Chat session

  2. Draw on the screen with your finger to sketch

  3. Click the pencil icon in the upper-right to open up a color picker to change the color if desired

  4. Click the trash can icon in the upper-right to remove the sketch from the screen

 

Boomtown Connect AR Sketch Boomtown Connect AR Sketch Color Picker

 

Distance Measurement: Ability to measure the distance between two points on the screen during Augmented Reality mode in video chat.

  1. Open Augmented Reality Mode via the My Business profile

  2. An initial pop-up will explain how to best use this feature.

  3. Wait until AR mode finds a level plane for the measurement which will cause the icon to turn green in the third screenshot below

  4. Press the button with a ruler icon once to set the beginning measurement point, drag your phone to the end measurement point, press the button with a ruler icon again to complete the measurement.

  5. The measurement distance will be displayed.

Boomtown Connect AR Distance Measurement Home Boomtown Connect AR Distance Measurement Notification Boomtown Connect AR Distance Measurement Boomtown Connect AR Distance Measurement Done

This is useful functionality for remote site surveys to determine accurate cable run distances or to troubleshoot wifi problems due to access point distances.

 

 

 

ToolBox Updates

ToolBox on iOS has been updated with the following features:

Sketch Functionality: Added the ability to draw/sketch on the screen and customize the sketch color via a color picker.

  1. Open a Video Chat session

  2. Draw on the screen with your finger to sketch

  3. Click the pencil icon in the upper-right to open up a color picker to change the color if desired

  4. Click the trash can icon in the upper-right to remove the sketch from the screen

 

Boomtown ToolBox Sketch Boomtown ToolBox Sketch Color Picker

 

Distance Measurement: Ability to measure the distance between two points on the screen during Augmented Reality mode in video chat.

  1. Open Augmented Reality Mode via the Tech Profile

  2. An initial pop-up will explain how to best use this feature.

  3. Wait until AR mode finds a level plane for the measurement which will cause the icon to turn green in the third screenshot below

  4. Press the button with a ruler icon once to set the beginning measurement point, drag your phone to the end measurement point, press the button with a ruler icon again to complete the measurement.

  5. The measurement distance will be displayed.

 

Boomtown ToolBox AR Home Boomtown ToolBox AR Notification Boomtown ToolBox AR Distance Measurement Boomtown ToolBox AR Distance Measurement All Set

 

If you have any questions at all, don’t hesitate to reach out to us via chat in Relay. We’d love to hear your feedback!