Release notes

Stay informed about the latest updates, enhancements, and bug fixes in Hubtype.

v20240917.0 - October 16th, 2024

⚡️ Improvements

  • Knowledge base: We’ve upgraded the model used from gpt-3.5-turbo to gpt-4o-mini, resulting in more accurate answers, improved quality of responses, and a further reduction in the risk of hallucinations.
  • AI Translations: We've upgraded the model used from gpt-3.5-turbo to gpt-4o-mini on the AI translator for agents, to ensure improved quality and accuracy.
  • Auto-assign case: We've improved the auto-assign logic so that whenever a case is automatically assigned to an agent, and the agent unassigns him or herself from the case, the case will automatically be auto-assigned to another available agent.

🛠️ Bug fixes

  • SSO bug fixed: We received feedback about the SSO login not working correctly in some instances during the past few days. We detected the bug and solved it, now users are able to log in correctly via SSO.
  • Case automatically discarded: We noticed some inconsistency in the resolve messages whenever a case was automatically discarded by the system. We improved the naming to make it clear at any point what specific action was taken to resolve a case.

v20241009 - October 9th, 2024

✨ What's new?

Conversation explorer

You can now analyze and read through conversations, including the ones that were exclusively handled by the automation (with no agent intervention). We introduced a new section in analytics in which you can access a table with all of the conversations happened in the selected period. Use the filters to narrow down your research and click on the conversations to expand them and read what you customers are saying.

New metrics in Project Analytics

We added two new relevant metrics in Projects analytics: "Created cases" and "Average first answer time".

  • Created cases: Total number of cases created within the selected period.
  • Avg. first answer time: Average time customers spent waiting for the first agent response for cases created within the selected date range.

If you need more details about how these metrics are calculated, please access our Projects Metrics Glossary from the home page.

v20241002.0 - October 2nd, 2024

⚡️ Improvements

  • New columns in case archive: We added two new columns in case archive, "first_attended_ by" and "last_attended_ by" so that now you can visualize who were the first and last agents attending a case.
  • Case info button: We improved the UI of the button opening the case info panel in Inbox. Now it is more intuitive for your agents to understand how to open and use the case info panel while attending cases.
  • Fallback trigger on deprecated buttons: When a user clicks a button from a past conversation that is no longer available, the conversational app will now respond with a fallback message. This ensures the conversation is smoothly redirected to the appropriate, updated flow.
  • Bot actions available throughout the whole conversation: You can now trigger custom actions defined in the bot’s code at any point within the conversation flow. This enhances flexibility, allowing the bot to perform specific tasks based on your unique requirements throughout the entire interaction.
  • Smart Intents: We’ve upgraded the model used from gpt-3.5-turbo to gpt-4o-mini, delivering improved accuracy and enhanced performance.

🛠️ Bug fixes

  • Font size adjustments in inbox: We noticed some inconsistencies with the font sizes in Inbox and fixed them to ensure consistency in our UI.
  • Fixed contact reason bug: We fixed a reported bug about the contact reason not appearing in a case header after the case was reopened by another agent.

v20240917.0 - September 18th, 2024

✨ What's new?

WhatsApp Cloud integration now available

WhatsApp Cloud integration is now accessible for all active organisations. This new feature allows seamless integration with WhatsApp Cloud, enabling better communication and enhancing customer interactions.

⚡️ Improvements

  • Inbox
    • We improved the UI of the chat-box by expanding the width of the message bubbles to enhance readability.
    • We improved the auto-assign logic so that, whenever a case is auto-assigned, and subsequently it is transferred to another queue, it will be auto-assigned to an agent in the destination queue.
  • Auto-save: You asked, and we listened! We’ve reduced the auto-save interval in Flow Builder, allowing your conversational experiences to be saved more quickly and efficiently. This improvement ensures a smoother and faster building process.

🛠️ Bug fixes

  • Publish on reload bug fix: We’ve resolved an issue in the Flow Builder that prevented users from publishing their conversational experiences after reloading, even when no changes had been made. You can now publish without any issues, ensuring a smoother workflow.

v20240904.0 - September 4th, 2024

✨ What's new?

Seamless flow navigation

You can now navigate easily between connected flows. When the flow you’re working on is linked to other flows, a new section called ‘Go to Previous Flows’ will appear in the green component where the flow begins (either Conversation Start or Flow Start).

Clicking on this section will open a list of connected flows, allowing you to jump directly to any of them by clicking the Open button.

Case filtering update

We added a new filtering item in Inbox. By selecting "Online" as filter, you will be able to only visualize the cases in which the enduser is currently online.

Case sorting update

We added a new sorting option in Inbox. You are now able to sort cases based on their creation time, ascending or descending.

⚡️ Improvements

  • Inbox
    • We improved the UI of user status message (user offline & user online) in order to give more visual space to agent and user messages.
    • We expanded the width of the message bubbles in the chats so that they are now easier to navigate through.
  • Agents analytics
    • We added tooltips for each column in the agents performance table to clearly explain what each metric represents.
    • We improved the formatting of the csv export of agents performance.
  • Character counter: A character counter is now available for message and button entries, allowing you to easily monitor the length of your messages as you define your conversational experience.

🛠️ Bug fixes

  • Publish button update: We’ve refined the behaviour of the Publish button in Flow Builder to prevent publishing until the flow is saved without any errors.
  • Close or reload page: We’ve resolved an issue that could cause minor data loss when closing or reloading Flow Builder. Your flow is now automatically saved, ensuring you can safely close or reload the page without losing any progress.
  • Flow name change fix: We’ve fixed a bug in Flow Builder that occasionally prevented flow name changes from being saved. Name changes now work as expected.
  • User typing: We improved the behaviour of the three dots showing agents when a user is typing. If a user starts typing and then goes offline, we will stop showing the three dots.

v20240821.0 - August 22nd, 2024

✨ What's new?

Say goodbye to manual saving, we’ve got it covered!

We’re excited to introduce Auto-Save, a new feature that ensures your work is always protected. Now, as you create or edit your flows in the Flow Builder, every change is saved automatically in real-time. No need to worry about losing your progress, just focus on building and we’ll handle the rest.

The save button is now a thing of the past. Instead, you’ll see a confirmation message at the top bar next to the Preview button whenever your work is saved.

If there are any errors with your conversational flow during the save, you’ll be notified via the notification center, and any problematic content will be clearly marked with an orange icon, making it easy to identify and resolve errors.

Planning to close your flow before it’s saved? No worries! We’ll ensure your latest changes are saved before closing. And if you prefer manual saves, you can still use the Command+S shortcut to save your work whenever you like.

⚡️ Improvements

  • UI improvement: We’ve refreshed the UI of the Knowledge Base activation modal to bring it in line with the rest of the app. This update ensures a more cohesive and seamless user experience, with a look and feel that’s consistent across the entire platform.

🛠️ Bug fixes

  • Knowledge base access: We’ve fixed an issue where clicking the AI icon in the navigation bar was mistakenly opening the old version of the Knowledge Base instead of the new one. Now, you’ll be directed to the latest version as intended.
  • Source editing: Previously, when a source file wasn’t processed correctly, it was impossible to edit the source. We’ve resolved this issue. Now, the edit modal will open with the source name intact, allowing you to re-upload the file easily.

v20240814.0 - August 14th, 2024

✨ What's new?

Agent performance analytics

We're excited to announce updates on Agent Analytics. We are adding a new view that will help you monitor how agents are managing cases. You will be able to access the new view at app.hubtype.com/analytics/agents. If you prefer the previous version, you can always access it via the banner on top of the page.

If you want to know more about what each metrics means and how they are calculated, please refer to our glossary.

Only 1 user editing at the same time

Flow Builder now allows only one user to edit a conversational experience at a time. If someone else is working on it, you’ll be notified and given the option to end their session.

Once the session has been ended, the other user will be informed.

Notifications center

We’ve introduced a new notification center in Flow Builder. Now, when you save your conversational experience, any content with errors will be highlighted with an orange icon, making it easier to spot issues. An additional orange icon will also appear as a button next to the save button, indicating that there are errors in the flow.

To open the errors list, click the error button in the top bar and they will be displayed. If any errors are due to missing Content IDs, you can easily generate them using AI.

⚡️ Improvements

Knowledge base

We've improved the way of processing knowledge base sources. From now on, when you access a knowledge base and add a source, a modal will open in which you will have to define a title and upload a file in pdf, doc, xlsx or txt format.

Once you have everything ready and add the source, it will be included in the knowledge base list and will be ready to be used.

🛠️ Bug fixes

  • WhatsApp Playground: With the Preview feature we released in early July, we considered all WhatsApp Playground integrations as test integrations, which meant that you could not test handoffs to a human agent by using them. We've re-treated them as before so that you can test the entire conversational experience on this channel, including the escalation to an agent.
  • Dutch (nl) added: Resolved an issue where Dutch (nl) was not available as a language option in Flow Builder.

v20240806.0 - August 6th, 2024

⚡️ Improvements

  • Define & Modify Smart Intent titles: We’ve limit how the smart intent titles are defined, so now all of them will be created in lowercases and using underscores instead of spaces. We’ve also included a modal to inform you about the consequences when you want to change it.
  • Preview & test the conversational experience: We’ve limit the testing experience only to web chat, so now when you click on the Preview button the web chat previewer will be opened.
  • Handoff disconnected: We’ve added the option to leave the handoff to an agent without triggering an automatic follow-up message. Now, when an agent closes a case, you can choose not to send a message afterwards.
  • UI improvements: We’ve improved the Flow Builder user interface and you will see some updates on the top bar and on the edit panel that appears on the right when you select a content.

v20240723.0 - July 23rd, 2024

⚡️ Improvements

  • User is typing: We have added a new indicator in the chat box that lets agents know when a user is typing. Agents will see three animated dots whenever a user is actively typing.

  • New messages notification: We have added a new indicator in the inbox that lets agent know whenever there are new messages from users. When agents are scrolling through a chat, they will be able to be notified whenever there are new incoming messages.

🛠️ Bug fixes

  • Fix Open flow button behaviour: We’ve fixed the behaviour of the Open flow button, so now we’ve assured that every time you click on it, the flow will be opened.
  • Fix drag & drop behaviour when including new contents on the flow: We’ve reviewed the drag & drop behaviour of the contents from the build panel to the flow board. Now we assure that you really drag the content you want to the flow avoiding to create contents on the bottom of the build panel.
  • URLs with invalid characters: We have identified that URLs could be included in Flow Builder that did not work correctly, this was because they included invalid characters. To avoid this situation, we have included an error to inform you of such situations.

v20240709.0 - July 7th, 2024

✨ What's new?

Preview & test the conversational experience

We’ve included the possibility to preview and test the conversational experience while you are building it in Flow Builder. As you can see in the image below, we’ve added a new button on the top-right corner to open the preview.

When you click on it, you will see that you can test the experience in web chat by default.

If you want to test it in WhatsApp you could add a WhatsApp Playground integration and then will be added to the preview list.

Once you click on the web chat, a new window will be opened and you will be able to test the conversational experience you’ve defined on Flow Builder.

Take into account that to preview the last changes you have to Save your conversational flow.

Above the web chat, you can choose the language and country in which you want to test, and restart the conversation to start from the beginning.

When the experience has handoff, the case will not be created, but it will inform you that the action has been performed correctly through a message specifying the queue in which it would be generated, so you can make sure that the cases arrive at the desired queue.

User feedback on knowledge base response

Now you can add thumbs up & down feedback buttons next to the knowledge base generated message in web chat channel, this way when the user receives an answer from the knowledge base, she/he will be able tell you if the information provided has been helpful or not.

To activate it, select the knowledge base component in the Flow Builder, when the right panel opens you will see a new switch called “Ask for user feedback”.

Once you activate it, you'll see thumbs up and thumbs down added to the component in the flow board, so you can identify at a glance whether it's activated or not.

⚡️ Improvements

  • We updated our Analytics Project page with clearly defined metrics and definitions. Our metrics glossary can be downloaded here.

v20240625.0 - June 25th, 2024

⚡️ Improvements

  • Respond on first interaction: When the end user sends a first message in a channel where the conversational app cannot be proactive, such as WhatsApp, and has a keyword match, a Smart Intent or an Intent, all messages in the main flow will be sent and then the message that matches the user's intention.
  • Removing reporting section: We are deprecating the reporting section from Helpdesk as now we are showing more accurate and detailed data in the Analytics pages.
  • Do not auto assign cases when user is offline: We added a new setting on Helpdesk that allows to avoid cases being automatically assigned if the customer is offline.