Capacity Release Notes

01/18/2022

What's Updated

Helpdesk

  • Watch Ticket Email

The Ticket Watcher emails have been updated to include additional meta data such as status changes, priority changes and more.

Analytics

  • Analytics API 

Capacity now provides an API if you would like to export analytics data from the platform. 

If advanced analytics is enabled for your instance, you can ask your Customer Success Manager to provide an authentication token that will allow you to access the API. See details here

What's Fixed

Articles

  • Link Editor suggests invalid links

We solved a minor bug where link suggestions appended http:// to the current text. This worked fine for normal web links but variables, mailto addresses, etc would result in an invalid link.

12/31/2021

With the last release of the year, we have a few more goodies out.

What's New

Helpdesk

  • Email Interceptor

Under Settings -> App Settings -> Helpdesk -> Email, you can now configure the Email Interceptor. The Email Interceptor is designed to deflect tickets from ever being created in the first place. This feature was designed for public-facing Web Concierges that are available to the general public.

By default, you can select Never send, which creates the ticket just like it used to.

Slightly more automated, you can select Send and create ticket simultaneously which will create the ticket but also send KB suggestions. If one of those suggestions is thumbed up, the ticket will resolve.

Even more, automated still, you can select Send but do not create ticket. In this case, the email suggestions will be sent out and a ticket will only be created if the response was thumbed down.

You can edit the default open and closed states under Settings -> App Settings -> Helpdesk -> Transitions:

12/20/2021

Santa came early this year, with the biggest release of the year!

What's New

Guided Conversations

  • Form Card

Our Collect Info card is great at collecting information one question at a time. But sometimes you want to collect info all at once. Enter the Form Card: 

With the Form Card, you can create a Form directly in a Guided Conversation:

Now the Form will show up in the Concierge to collect information all at once.


All Form fields are required.

  • KB Search

In the past there was no great way of searching the KB, Cloud Drive or Articles in a Guided Conversation. With the new KB Search card, we can do just that:


Helpdesk

  • Linked Tickets

Tickets can link to other tickets by relationships (ex. Blocks, Relates To, Duplicates etc):

Ticket search is by Title only, with additional search options coming in a future release!

Live Chat

  • GC Post Chat

Now you can Launch a Guided Conversation after a chat session is completed. This can be used to collect rating feedback from the end user or to email out a copy of the Livechat session transcript.

Go to Settings -> Teams
Then select the appropriate Team and scroll to the bottom. Here you can configure your default Guided Conversation post-chat:

 


To add the Live Chat transcript post chat, you can use the following variable:

{{livechat_session_transcript}}


IDP

  • Redactions in the Console

Our Document Redaction Workflow node has a Redaction Suggestion Mode which allows you to review any redactions in the Console before completing the redaction:

You can edit existing redaction suggestions or add new redactions directly in the Console:

Articles

  • Private Sites

Until this release, all Sites have been designated as Public - meaning they are accessible on the web to anyone who reaches the url. With Private Sites, only logged in Capacity Bot Users of your org will have access to this knowledge. 

Private Sites are designated by the lock icon. You can also add an authenticated Concierge to these sites as well.

What's Improved

Helpdesk

  • Status Filter Clean Up

Do you like déjà vu? We sure don't. Until recently if you have two Projects with the same ticket status - they both showed up in the Filter list.

Before:After:

Now you'll only see one filter per status across Projects.

  • Reply to Asker while adding new Knowledge

We've added back the ability to create new knowledge and respond to the asker at the same time. To send an email to the asker with the new response, check the "Reply to Asker" box.

 

  • Wider view for ticket tasks

We have made the Create new Knowledge, Map to Knowledge & Start a Workflow sections wider after multiple reports of text getting cut off.

Workflows

  • Async mode for Helpdesk Ticket node updates

This release we launched async mode, but we weren't pushing ticket variables out. Now you can use:

{{ticket.uuid}}
{{ticket.title}}
{{ticket.link}}
{{ticket.slug}} 

 later on in the Workflow.

What's Fixed

Guided Conversations

  • Date/Time Card

    Have you ever had lunch at midnight? Neither have we, so we fixed a bug that switched 12pm and 12am.

11/22/2021

What's New

Settings

  • Magic Link Config

Under Settings -> Security -> Access Management, you can now enable or disable accessing Capacity console via a magic link.

  • Project Owner Setting

Capacity Projects now have project owners. This field is important because it can be used for sending escalation emails from the Automations app. By default, project owners are  creators of a project. 


Workflows

  • Async mode for Helpdesk Ticket node

Earlier whenever a ticket was created from a workflow, the workflow had to wait at the ticket step until the ticket was moved to Done. With the new async mode, tickets can be created without pausing the workflow. Check "Run in Parallel" box to create a ticket in async mode.

 

What's Improved

Helpdesk

  • Reply to Asker while adding new Knowledge

We have added back the ability to create new knowledge and respond to the asker at the same time. To send an email to the asker with the new response, check the "Reply to Asker" box.

 

  • Wider view for ticket tasks

We have made the Create new Knowledge, Map to Knowledge & Start a Workflow sections wider after multiple reports of text getting cut off.

What's Fixed

Knowledge Base

  • Adding Content Group access to files

    A bug that failed to save Content Groups on files has now been fixed. Content Groups can now be added to files similar to exchanges.

10/25/2021

What's New

Automations

  • Start of Workflow 

We have added the ability to Start a Workflow from an automation. This means that if the status of a Capacity Helpdesk ticket changes, a Capacity workflow can be kicked off to make updates in a 3rd party system.

Concierge Settings

  • Authenticated Concierge Content Settings 

You now have can control the content that is accessible from an authenticated concierge. The feature provides additional ways to tailor the experience for Copilots who want to deliver different content experiences to authenticated users without updating any settings in your SSO provider.

  • Content Groups only - All content that an authenticated user has access to (via content groups) is available in the concierge 

  • Content Groups and Concierge Group - An authenticated user can only access content that is available to the concierge (via concierge group) and that they have access to (via content group)

  • Concierge Group only -  Authenticated users have access to all the content available to the concierge (via concierge group)


Helpdesk

  • Watch a Ticket

You can now watch a ticket in Capacity Helpdesk. This means Copilots who are "watching a ticket" will receive notifications when a ticket is updated. This handy collaboration feature is important to keep your team up to date.


What's Improved

Automations

  • Renaming an Automation

You can now rename preexisting automations saved in Capacity Console.

Knowledge Base

  • Previous/Next now work in content to search Results

This feature provides navigational improvements for Copilots to browse through their search results quicker. You can test this my searching in Capacity console, clicking on the first result then navigating using the Previous/Next buttons.


10/10/2021

What's New

Sites & Articles

  • Navigate previous/next folder & article

We have added previous and next buttons to easily go back and forth between articles and other folders at the same level.

Web Concierge

  • Required Feedback

For additional insight into quality of knowledge and addressing customer needs, we have added a setting to require thumbs up/down after each exchange/conversation is complete.


9/27/2021

What's improved

Knowledge Base

We updated the Content Group Access Control Panel UX to give Copilots a more a streamlined experience. 

Guided Conversations

  • Card Visibility Labeling

To provide additional clarity to Copilots who build guided conversations, we've added labeling to cards that do not appear to users who engage with Capacity. 

Articles

  • Link Editor 2.0 

We've added an updated link editor for Copilots that generates hyperlinks to link to websites and Capacity Cloud Drive Files

  • Sort Order

You can now reorder all the articles and folders inside of a Capacity Articles Site. You can sort articles and folders manually, by alphabetical order or by date crated.



9/13/2021

What's improved

Knowledge Base

We have officially retired our legacy Knowledge Base and launched a new version. Some key things to note are - 

  • Improved Organisation

All the items are grouped into properly demarcated sections - Knowledge Base, Filters, Sites and System Messages.


  • Improved Navigation

All items have breadcrumbs at the top to easily navigate up and down the folder hierarchy

  • Create New 

Button for creating dialogs, exchanges and folders has been moved to top right. The flow is also improved in that adding something new does not directly add to the folder list without providing a name. 

  • Folder Content Layout

Folder and dialog contents are better organized and can be now available in a familiar tile view as well with the option to switch back to list view.

For more details, please see Knowledge Base docs

8/30/2021

What's new

Articles

  • Image Preview

Images embedded inside of an article are now expandable. Prior to this release, an reader would have to use the"zoom" feature in their browser.

HelpDesk

  • CoPilot Ticket Notification Improvement

Email notifications are no longer sent when a reporter makes changes to their own ticket.

Knowledge Base

  • Previous/Next Navigation Buttons

You can now navigate from exchange to exchange using previous and next buttons on the top right of the exchange editor. We added this feature to reduce the time it takes to navigate through a series of exchanges in a dialogue.

  • Moving Files and Folders in Bulk

Moving files and folders works the same as moving articles and site folders. Click Move and select your directory.

Live Chat

Sounds

  • Live chats agents now have audible notifications when new messages arrive.

Attachment Support

  • Live chats agents can now download attachments collected inside a guided conversation

8/16/2021

What's new

Articles

  • Start/End Dates

    Articles can be scheduled to be published on a specific date and set to expire on a set date as well.

Cloud Drive

  • Attachments - Drag and Drop

    Files can be dragged and dropped into the Knowledge Base/Cloud drive.
     
  • Table of Contents Sidebar

    Table of contents for pdfs are now shown on the sidebar and can be used to navigate the document.

Guided Conversations

  • Date/Time Card

    The date time card in Guided conversations you will let you collect dates (in mm/dd/yy and dd/mm/yy), times and timezone information from a chat user.
    • Builder View

    • Chat view


  • Support for File Attachments in Email Card
    Files collected in a Guided conversation through a file upload card can be attached and sent out via an email card.



  • Save Guided Conversation as a Template
    Any guided conversation can be now saved as a template and used as a starting point for new guided conversations.

Helpdesk

  • Public Reply - Comment Attachments

  • Tasks - Start a Workflow

LiveChat

  • Canned Responses

    Quickly use pre-defined responses in a LiveChat instead of typing the same message multiple times across LiveChats.

What's improved

Guided Conversations

  • Error Messaging

    Error messages in a guided conversation are now shown in one list. Clicking on any error will take you to the exact location in the conversation where the error is occurring.

What's fixed

Guided Conversations

  • Deleting a logic card deletes all cards afterwards
  • Deleting a logic card now preserves cards following the first logic path.

8/02/2021

What's new

Articles

  • Favicon and Site Logo uploader added
    1. Go to Site → expand the Site Settings tab and then go to the Site Identity section.
    2. Click Upload (under logo or favicon) to open the system browser.
    3. Upload a new image in PNG format.
    4. Click Save, and you’ll see your logo appear on your web site.

What's improved

Cloud Drive

  • Knowledge Base Drag and Drop

  • Namespace output variables
    This feature is best used when the same (App Action) card is repeated in a conversation. Both sets of output variables can be referred to using the namespace.

Helpdesk

  • ğŸŽ‰ Email attachment support added on tickets generated via email


  • Email threading support that identifies relationships—threads, people involved in a conversation, attachments, and duplicate emails—and groups them together so you can view them as one coherent conversation.

What's fixed

Articles

  • Special characters no longer crash web site search
  •  Image styles are shown on published sites have been corrected to better correlated changes made in the editor

Automations

  • Fixed minor bug when selecting "Changed From" condition
  • Fixed email body where edits failed to save.

HelpDesk

  • Fixed when clicking on ticket threw browser errors on an intermittent basis

Knowledge Base

  • Fixed issue when users types a query fast in search box

7/19/2021

What's new

Articles

  • Additional Style Settings - Header Background Color, Header Text Color, Footer Text Color
  • Unauthenticated concierges can now be embedded into a published site.

Guided Conversations

  • Correspondence email field has been added to Create a Ticket card. Email collected in chat can be passed to this field for back and forth communication on a ticket.

What's fixed

LiveChat

  • A bug causing messages on one LiveChat to cross over to another LiveChat by the same agent on the agent side has been fixed.

Workflows

  • Duplicating an Action node in Workflow now copies input variables.

What's improved

Articles

  • Article slugs are mandatory, this is now reflected with an error message and save changes button disabled when slug field is empty.

Automations 

  • Due Date Trigger in the past can be selected

Concierge

  • SSO link for authenticated concierges now says "Click here to get started" instead of "Please click here to login".

Knowledge Base

  • Knowledge base search containing Guided Conversation results will strip HTML shown as part of conversation response.

Helpdesk

  • Ticket due dates can be in the past

7/5/2021

This update brings a whole host of small improvements and bug fixes,

What's fixed

Articles

  • 404 Page Button color leverages Site Theme Color
  • Custom CSS box now only supports CSS

Dev Platform

  • Fixed the time created/updated to reflect user local time

What's improved

Articles

  • Footers added
  • Updated site status "Passed Reviews" to "Published"
  • Added SEO Meta Description
  • Added SEO Title 

LiveChat

  • Chat Expiration: We will close and archive chats that have 30 minutes of inactivity OR if the customer leaves or closes the chat.

Was this article helpful?