March 2025 Release Notes
Release Date: March 4th, 2025
Release Notes Publication: February 25, 2025

New – AI Performance Testing

Knowledge base, AI
The CommBox AI Autonomous Agent is designed to deliver highly accurate and relevant answers to customer inquiries. With the new performance testing mechanism, admins can use measurable success metrics to ensure that AI responses are correctly based on Knowledge Base items. This enables organizations to deploy the bot confidently, knowing customers will receive the information they need.
Click here for the new user guide.

New – BI Insight Dashboards – in Spanish

BI
[Customer Requested Feature]
CommBox is proud to announce that the BI Insights Dashboards are now available in Spanish. This service is expanded to the Conversations Dashboard, Agents Dashboard, and Tags Dashboard.
Contact your CS if you would like to implement this service in your brand.

New – Intents Running on AI

Intents
Admins can now save time and effort by letting AI handle intent creation instead of manually training it. By checking a box in the channel settings, clients with active AI accounts can have all customer-agent interactions automatically tagged for intent. Instead of training each intent, admins only need to name it – the AI takes care of the rest.

Enhancement – Linked Mail Conversations

Conversations
[Customer Requested Feature]
Agents can now link email conversations that were forwarded within the organization and improve communication oversight and management.
The receiving agents can click the Forwarding icon at the top and open the source conversation to gain context and background, or they can just hover over the icon to see the conversation ID and the name of the sending agent.
Forwarding agents also have a linked icon to the last forwarding to enable the agents to follow the conversation track. The conversation’s remarks will also include links to the conversation’s handling agents.

Note: Additional Forwarding by the same source will only show the last conversation transfer at the icon.

Enhancement – JSON Format Adjustments

Webhooks
[Customer Requested Feature]
With our V4 webhooks interface, developers can now better understand the webhook events they want to listen to. We adjusted the JSON format to match our XML format, and now it includes fields that introduce the event, including the subscription type, event name, and brand used.

Note: Changes affect only REST APIs. Existing webhooks will have the same output, and once deleted, older versions of webhooks are not retrievable.
Click here for the updated list.