Release Date: November 5th, 2024
Release Notes publication: Oct 29, 2024

At CommBox, we prioritize our clients’ needs and strive to incorporate their requests into our product. Moving forward, innovations inspired by client feedback will be labeled as Customer Requested Feature.

New – Teams - Connecting Channels

Teams
We’ve introduced significant updates to the Teams feature in CommBox, specifically designed to improve security, access control, and operational efficiency for large enterprises:

• Channel Ownership: A new ownership feature allows admins to set channels to be owned by a specific team, restricting visibility and control to those teams and their sub-teams, and improving overall security.

• Channel Connection: Channels can be connected for exclusive use by specific teams. Once a channel is connected, only that team and higher-level teams in the hierarchy can access it, ensuring secure, team-specific communication.

• Inbox Filtering: Agents can filter their inboxes to view only the conversations related to their team’s assigned channels, streamlining communication management.

• Enhanced Conversation Routing: Agents can route conversations to a specific team within the same channel type or use the Omni-routing option to direct conversations across different channel types, ensuring they are handled by the appropriate teams.

We recommend incorporating the Teams feature into your organization under the guidance of our customer success personnel to ensure a smooth transition and the greatest benefits.

Click here to learn more about the new Teams and the new changes.

New – Topic Tags

Knowledge Base
[Customer Requested Feature]
We are introducing Topic Tags, a new tag feature for categorizing and managing content across conversations, customers, and knowledge base items. With distinct visuals and the new Auto Topics feature, tags can now be applied automatically to knowledge base items within specific folders, saving time and enhancing organization. This update streamlines workflows, improves filtering, and boosts productivity in customer interactions.

New – Automatic User Provisioning

Security, Integrations
[Customer Requested Feature]
We’ve integrated the SCIM protocol to enable standardized identity management across platforms. This allows CommBox clients to create and manage users directly from their Identity Provider (IdP) of choice, such as Microsoft Entra ID (Azure). Any new users (agents or teams) added to the IdP will automatically be reflected in the CommBox platform, reducing errors and ensuring centralized, secure management. Once users are created, admins simply need to assign the appropriate permissions profile.

Click here for more information on integrating your IdP with CommBox.

New – Temporary Video Chat Links

Video Chats, Security
[Customer Requested Feature]
New Temporary Video Chat Links enhance security by providing a "Private Video Chat" setting generated exclusively for each customer. These links are valid for a single conversation and automatically expire once the conversation is resolved. Links not used expire 30 minutes after being issued, ensuring only the intended customer can access the video chat session.

Click here for more information on how to send a video chat link to the customer.

New – Adding AI Intents in Flows

Flow Builder, AI, Intents

When Era AI is enabled, the CommBox AI agent can automatically identify intents and redirect the flow to the appropriate step without requiring additional training, saving time and effort for system administrators.

Note:
The Intent Name should describe the customers’ entries you expect the system to send to this step. The language selected must match the language used in the Intent’s Name.

New – Object Activity API

API
The new API allows users to retrieve specific conversation details based solely on activity type, saving time and effort by avoiding large data responses. For instance, users can fetch only the conversation summary (21) or just the attachments within conversation remarks (10), instead of sifting through the full message content.

For more information, visit our API documentation portal.

New – Auto Assignment in Profiles

Permission Profiles, Auto assignment
[Customer Requested Feature]

Admins can now grant agents editing permission to a channel while blocking the auto-assignment mechanism from assigning conversations to those agents. The agent can still manually assign others or themselves to the conversation, enabling team managers to keep track of ongoing conversations, and add themselves when needed, without receiving an additional caseload.

Deprecation – Themes Module

Themes
The Theme module has been deprecated from our system. Agents can still select pre-set color schemes in General Settings under User Settings, and existing custom themes for brands will remain available in Personal Settings.
Click the agent’s icon at the top corner to open the Personal settings. Select the User Settings and click the General section. When it is opened, select the desired theme.