2023 Release Notes Release Date: September 5th, 2023 New – Microsoft Dynamics 365 Integration Integration The CommBox integration enables agents to seamlessly use the powerful Microsoft Dynamics 365 to manage day-to-day sales and service interactions with their customers while managing the communication channels through CommBox. The integration removes top agent efficiency blockers, thereby increasing job satisfaction. Agents can now have communication channels within their CRM environment instead of providing customer service using a fragmented, multi apps process. The callers are searched in the CRM, and new records are created and populated (fully customizable). Attachments and Transcripts are transferred automatically to the Case, all saving agents the time and effort of doing repetitive manual processes. Agents using Microsoft Dynamics 365 can also have the CommBox conversation window integrated as an iFrame that pops up for inbound and outbound communications This new level of agent experience leads to uniformity of

Overview By utilizing this module, companies can automatically send an optional survey to be filled out by the customers. Use the Customer Satisfaction Surveys to gain valuable feedback about your customers' experiences. You can send customized surveys from all your support channels, in all your supported languages. First, you need to activate the module: 1. On the main navigation bar, click on the Settings icon (visible on the lower-left-hand side) 2. Underneath Settings and Features , click on Customer Satisfaction Survey Module Settings Once the module has been activated, you can set default survey settings in the module settings. The module settings present a default survey setting that will apply on all of the brand’s channels (the ones who activate the survey in their settings). The settings that are presented in the module settings are the same as the settings in the channel surveys. To access the Module

Overview The knowledge base stores your organization’s content in optimal settings, enabling time-saving and accurate information presentation. It also stores raw information learned by AI to answer customers' inquiries. Key Considerations: A. Agents use predefined replies to answer inquiries from their customers quickly and easily. The agent clicks the Knowledge Base icon in the inbox, selects the desired item, and inserts it into the inbox.  B. Predefined replies can be used in the Flow builder Say step, where the chosen item is displayed to the customer when selected.   C. The predefined replies can be used by our AI autonomous agent to help agents formulate their answers to customers based on the specific item.   D. Predefined replies can be tagged with Topics Tags , a powerful tool that helps categorize and filter items and associate them.    E. When creating Predefined replies, you can add relevant Implementable Services  that will connect

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(usually via JavaScript) are executed on the user's device after the web application is delivered. Use Case Scenario 1 - Client Side Only (Only the bottom two toggles are On) A Customer initiated a conversation with the agent, and the conversation is visible on the CommBox iFrame within the SAP CRM windows. Once the agent clicks on the conversation, a reference list of all windows that contain the same phone number will pop up.   The last toggle enables attachments to be transferred from the CommBox window to the Chat activity at the CRM (within the transcript). This will happen automatically once the conversation is closed ( Resolved status). Use Case Scenario 2 - Server-Side with the CommBox iFrame (Top 4 toggles On) In the Server-side integration (with or without the iFrame), the bot is running the operation, searching for the customer within the CRM, and then creating a new

Overview This article covers capabilities that were not covered in the Creating a Basic Bot article. Incorporating these tools into your Flow will create an impactful bot. Intents & Keywords Intents When the bot recognizes that the customer belongs to a specified group or is looking for a service or product that was set as an intent, the flow will automatically go to the step with the preceding Intent settings. After setting the intent, note the Brain icon appearing before the Step. Add an Intent in the Flow Builder At the Flow Builder, open the relevant Flow or create a new one. Add a Say step to the Flow and call it “Intents”. Expand the Intent & Keywords section in the Properties panel and click Add Intent . At the dialog box, select the relevant intent and click Ok . The Intent will be listed in the pane. AI generated intent: When Era AI

2024 Release Notes Release Date: February 6th, 2024 Introducing – The Era AI Assistant AI CommBox Era is our new AI module that focuses on communication soft skills, assisting agents in producing consistent, targeted, and error-free responses that improve customer-agent interactions. After suggesting alternative replies, Era enables the agents to adjust the tone of the reply, which leads to a uniform corporate resonance. Finally, Era can automatically summarize the conversation with the customer, integrating it into the Customer Relationship Management (CRM), saving time and effort. Era operates within the Chat, Facebook Messenger, and WhatsApp communication channels. To start the Era AI experience, navigate to Settings > Era AI module and click Contact Us to open a subscription plan with a replenishing Actions plan. Once you set up an account, activate ERA AI at both the module and channel levels. Navigate to Settings > Era AI and activate the module (toggle

channels used in the account. Used by the Financial Dept. Support Tickets - The Support Portal lists the support issues and concern, opening date, reporting agent, and their status.   Send an announcement – Used to communicate with all agents.    

Overview Inbox filters filter conversations based on assignment state and related statuses. Besides the Teams page, inbox filters can be managed at the Organization Settings page in the sidebar settings menu. To learn more about how the Teams assets operate, click on Understanding Teams Assets . Managing Inbox Filters On the Teams page, select the desired team, and open the Inbox filters tab. Check the checkboxes you want the agents of this team to view. At the right pane, select from the team’s roots the team that will give over their assets to this team. Click Add to add immediately filters from the root team. To automatically update the Inbox filters from the selected source team, enable the Auto-update Toggle. Save changes made or Save and apply to enable sharing the updates with inheriting teams. Creating New Inbox Filters New filters within a team automatically belong to the creating

Overview This integration creates a seamless connection between CommBox's customer-facing communication and SysAid's internal IT service management processes. This integration guide includes setting up CommBox as an iFrame within the SysAid platform, enabling agents to see the inbox when needed while they are on the platform. Step I: Setting up the connection At the CommBox platform, navigate to Settings > SysAid . Enter your organizational URL at SysAid. (e.g. https://sysaid10837574687.sysaidit.com) Enter the admin’s username and password used with the SysAid system. Save the settings at the top of the page. Step II: Set up CommBox iFrame within SysAid On the SysAid platform, navigate to Settings (sidebar) and click Portal Settings under the Self-Service Portal section. At the Widgets section, check the Custom iFrame box and expand that section by clicking the plus icon. Enter the following: a. For the iFrame source URL, enter

"ObjectId": "762" } } } Triggers associated with the Tag entity: The OnNewActivity events in the Object entity cover tags related to the conversation where agents add or remove tags to the conversation to trigger the webhook. In this category, webhooks are triggered when tags are created or updated in the tags section of the Organization’s settings. OnAdd This event is triggered when a new tag is added to the system. Payload includes the new Tag’s ID, if it belongs to a group (if not in a group, value = 0), its name, label (conversation and/or user), type (Tag/Goal/Miss – see Enums at the end of this document), and value details (where applicable). Payload Example (JSON): { "Event": { "Subscription": "Tag", "Name": "OnAdd", "Brand": "wispprnd", "Tag": { "eventName": "OnAdd", "tagId": "40", "groupId": "0", "name": "VIP", "isObject": "True", "isUser": "False", "type": "1", "unit": "0", "unitValidationType": "0", "unitValidation": "", "defaultValue": "", "requestId": "e4474a8a-0802-4515-8c27

Overview The Priority ERP/CommBox integration complements the business resources management tools of Priority ERP with the customer-facing communication solutions of CommBox. To activate the integration, admin privileges are required on both platforms. Priority clients must be able to obtain an API user with proper credentials that will be placed on the CommBox setting page. Once the general settings are activated, admins need to activate the integration on each communication channel separately. At the Priority ERP Platform At the Priority ERP console, navigate to System Management > System Maintenance > Renew License and update the license. Open an API user by navigating to System Management > System Maintenance > Users > Add New User . At the User Permissions page, select the User Permissions tab in the mid-section of the screen, and check the App-Only License . This will prevent the API users from being counted in the license-users number. On the Personal

Overview Audit Trail Logs provide a detailed chronological record of the activities within the organization, which plays a critical role in security and compliance events. The audit log enables admins to review the actions performed by organization members and identify suspicious activities and potential violations. The logs are updated in real time to reflect the latest system activities and changes. Admin can download Excel reports for further analysis. Information Logged Each entry in the Audit Trail Log contains the following information: Modified By – Lists the entity responsible for the change: Agent’s name, bot, or system. Action Category – Any type of action performed in the system, including adding, editing, setting, or deleting an entity, logging in or out, activating or blocking a user, failing to log in, etc. Modified Entity Type – Lists the modified organizational entity type, such as conversation, customer, agent, module, setting, campaign list, and Login/Logout. Modified

the different modules.  Blacklisting Unique to WhatsApp channels , admins can blacklist phone numbers based on country code or specific WhatsApp numbers. Redacting Sensitive Information To protect sensitive information in customer-agent interactions, admins can enable automatic redaction. Sensitive data can be masked either when the conversation is resolved or after a predefined time interval (12-72 hours) from the message's creation. Select the number of digits that will trigger the masking action. Numbers with that many digits or more will be masked with asterisks (*) to protect sensitive information. Select the type of messages that will be masked: Customer messages only or Agents and Customer messages. Select the trigger for the masking action Off    - no automatic masking action Upon Resolve - Masking will automatically happen when the conversations are Resolved. Time-based – Masking will automatically happen X hours after creation. When selecting the Time-based option, select the number of hours

June 2023 Release Notes Release Date: June 6th, 2023 New – Salesforce Integration Integration The Salesforce/CommBox integration enables users to seamlessly use Salesforce’s powerful CRM to manage day-to-day sales and service interactions while managing the communication channels through CommBox. With this integration, input received from the bot is automatically merged into the Salesforce CRM, and users can communicate with visitors by viewing both the call history and the case data. Click here for the Integration Guide. Click here for the User Guide. Improved/Changed – A New First Response KPI Reports When evaluating their performances, team leaders and admins can now read agents' response times more accurately. The new First Response KPI during business hours does not count the time elapsed from the conversation start until the start of the business hours, thereby reflecting the actual response time of the agent. We kept the original KPI for

Overview Our next-generation Chat Customization Settings include enhancements that elevate the customer’s interface experience and simplify the design and customization of the chat for the organization. With the new Chat settings, you can: Tailor the font and colors of each chat element to match your brand's identity, ensuring a cohesive and uniform interface. Improve customer engagement by enabling customers to view past conversations and pick up where they left off. Make informed design decisions for your audience with the new Demo Button, which allows you to preview and update changes without the need to publish. The new aspects of the New Chat are found in the Channel settings . This article only covers the changes in the Chat channel settings applicable to the new settings. For all other aspects of the Chat Channel settings, read the article about the current Chat . Activation For existing Chat channels, the activation

that will appear under the “Get started” button Service Level Agreement (SLA) S ervice L evel A greement determines the acceptable waiting time for customers before they receive service from the service provider. Once that time passes and the agent does not reply to the customer, there is an SLA breach .   SLA target for first replies (in seconds) – The time limit for the agent to respond to the customer's first message to avoid an SLA breach. SLA target for next replies (in seconds) – The time limit for the agent to respond to the customer's first message to avoid an SLA breach. The channel settings override the main SLA settings.  Click here for more information about this capability.   Business Hours (Operating Hours) Business Hours profile - Select the Business Hours settings to determine when this channel operates and what auto-messages should be displayed after hours. Click here for more

Overview In this guide, we will show you how to utilize the  Channel Filter feature to organize and adjust the displayed Conversations in the Agent Workspace Inbox. First, from within the Agent Workspace , click on the Conversation icon on the left-hand vertical sidebar . Next, scroll down and click on the + icon located to the right of the Channels tab. This will open the Select Channels side window (as seen in the screenshot below). Interface Contents Here is a list of contents of the Select channels interface. Search bar -  allows you to quickly narrow down and locate your contents. Clear/select all -  toggle on/off the check marks to clear/select all available Channel Filter options Expand the accordion drop-down menu -  Clicking on the ( + ) symbol will expand/shrink the display of the channels for each module. Add a new filter -  By clicking on the text cell containing the title

themselves at a preset date and time. Prioritize forwarded conversations - Conversations that were forwarded from another channel will be given priority assignment on the new channel if the following conditions are met: The conversation is assigned to an agent while it is being forwarded The agent forwarding the conversation has no access to view the destination channel If the conversation meets all the following criteria, it will receive priority above other conversations.     Customer Satisfaction Survey Activating the Customer Satisfaction Survey – Enables sending surveys to customers once their conversation status is set to Resolved. Survey for the conversations when their status is resolved – Select the survey for this channel. Survey Response Expiry Time (Minutes) – Specify the duration (in minutes) during which a customer's reply is considered a valid response to the Satisfaction Survey. After this period, any new reply will initiate a new conversation. On the Customer Satisfaction settings, you

Overview Activating AI requires setting up a replenishable AI token account. Once established, activation occurs at both the module level and across communication channels, including Chat, Facebook Messenger, SMS (texting), and WhatsApp. AI plays a vital role in our products, enhancing customer interactions and agent efficiency. It uses knowledge base items to provide accurate responses, equips agents with tools to deliver fast and professional service, and enables automation bots to guide customers through their journey without human intervention. For more details on our AI capabilities, explore the links below: AI Assistant AI Say Step AI Knowledge-base items AI Intents General Activation At the CommBox console, navigate to Settings and select Era AI in the Automation section. Contact us at info@commbox.io to establish an account with a replenishing tokens plan. Once a subscription plan is implemented, toggle to activate the Era AI capabilities on the settings page. The