Release Notes - July 15th 2025 - AI Search Sandbox Prompt Flexibility, Attach Files to ServiceNow Tickets, InvGate Ticket Metadata API, Reporting Enhancements

Build: 2025.7.15.3154 (July 15th, 2025)

Details:

  • Prompt Field UI Improvement – Increased height of the prompt input field for better usability. (Ticket #5927)

  • AI Search Sandbox Prompt Flexibility – Added support for ad-hoc prompt customization in Azure AI Search. Useful for refining user queries and understanding intent to either connect to an agent or resolve with self-service. (Ticket #5927)

  • AI Feedback Enhancements – Displays the original user message that triggered positive or negative feedback in AI summary views. Helps admins trace dissatisfaction, frustration, or requests to speak with a person. (Ticket #5926)

  • InvGate Ticket Metadata API – Added a REST API and script method to set custom metadata on InvGate tickets. New method: updateInvgateTicketMetaData(ticketId, seekerEmailAddress, fieldId, fieldValue) (Ticket #5907)

  • Reporting Enhancements (Ticket #5928)

    • Added 1 New Report:
    • Inbound vs Session State of Chats by Date – Tracks chat drop-offs, timeouts, and unresolved requests, which can indicate intent to disconnect or dissatisfaction.

  • Updated 6 Reports:
    • Inbound vs Connected by Agent (Bar) – Added Agent List Name
    • Level 1 Escalated Chats (Bar) – Fixed Y-axis, added Picked Chat count, Agent List Name
    • Level 1 Chats Handled vs Escalated by Agent – Added Agent List Name
    • Level 1 Chats Handled and Resolved Over Time (Bar) – Added Agent List Name
    • Level 1 Chats Handled vs Escalated and Resolved Over Time (Bar) – Added Agent List Name
    • Level 1 Chats Handled vs Escalated Over Time (Bar) – Added Agent List Name

Build: 2025.7.10.3143 (July 10th, 2025)

Details:

  • Attach Files to Service-Now Tickets – Agents and users can now upload files (e.g., screenshots) during chats. This supports live agent troubleshooting workflows and improves first-call resolution. (Ticket #5917)

  • Improved Security with CSP Compliance – Supports integrations with Google Tag Manager while reducing logging noise. (Tickets #5911, #5914)

  • Reliable Chat Recovery After Crashes – Ensures chat continuity so users don’t need to repeat questions or request an agent again after server restarts. (Ticket #5918)

  • Smarter AI Chatbot Resumption – Prevents duplicate replies from the chatbot. Maintains a natural flow so users don’t feel ignored or push to talk to a person. (Ticket #5916)

  • Faster, More Efficient Reporting – Improved memory handling and performance; includes cached reports and optimized exports. (Ticket #5899)

  • Resolved JSON Serialization Issue – Fixed circular reference errors and removed unnecessary debug logs. (Ticket #5915)

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Build: 2025.7.2.3126 (July 2nd, 2025)

Details:

  • Report Caching for API Requests – Added caching for large API CSV report requests to improve performance and reduce memory load. (Ticket #5899)

  • AI Feedback in Prompt Sandbox – Introduced rating controls for chatbot responses, capturing signals like disappointment or satisfaction that may trigger escalation or deflection logic. (Ticket #5909)

  • AI Feedback Localization – AI feedback UI now supports Spanish, French, German, and Portuguese. Helps detect agent-routing or ending intent across languages. (Ticket #5903)

  • Improved Agent-to-Guest Translation Handling – Improved translation fallback logic and logging using language names. (Ticket #5906)

  • SolarWinds Ticketing Validation – Blocks users from sending messages while the system is still fetching tickets, reducing frustration and avoiding unnecessary agent escalations. (Ticket #5811)

  • Image-Based Chat Session Validation – Prevents users from starting chats with only an image — a common edge case that can lead to escalations or confusion requiring agent transfer. (Ticket #5905) (Ticket #5905)

  • Outlook Email Formatting Fix – Corrected image scaling in Outlook adaptive cards. (Ticket #5904)

  • Tenant Ticketing Enhancements – Updated field labels to match standard formatting. (Ticket #5865)

  • Improved Tenant ID Handling – Enhanced error handling for tenant ID uniqueness checks. (Ticket #5902)

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Release Notes
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