Version 3.1

Version 3.1

13 May, 2025

VA

Improvements

VA

• Agentic AI:

  • AI Agent Avatar Icon Selection:
    Users can now choose from prebuilt avatars when creating an AI Agent. Avatars can be selected via a new edit icon, applied instantly, or reset to default. Custom uploads are also supported (max 100 kB, JPG/PNG).

  • AI Agent Static Contexts
    New static context variables have been introduced for AI Agent flows to improve scenario control. These include LastAiAgentOutput, LastAiAgentName, and LastAiAgentToolName, which store the latest AI Agent response, agent name, and tool used, respectively. These values update automatically and return "undefined" if not set.

  • AI Agent Export & Import
    AI Agents can now be exported and imported to support easier transfer between projects. Users can export an AI Agent as a JSON file with customizable options (e.g., avatar and sub-agents), and later import it via the AI Agents page. During import, key details like name, LLM configuration, and model must be completed, with validations applied to ensure proper setup. This feature simplifies AI Agent reuse across different environments.

• Adding "Id" Under Sessions in Reporting API:
  As a Virtual Agent (VA) user, a new Id parameter has been added under the sessions section of the Reporting API. This enhancement enables better data integration with external tools like Tableau by allowing a clear relationship to be established between the messages and sessions tables. The Id field is now available in the updated endpoint response structure.

• Minor UI Improvements:
  Several minor improvements have been made to the user interface to enhance user experience and usability.

• Minor Bug Fixes:
  Various minor bugs have been addressed to improve overall system stability and performance.

LC

• Receiving Attachments from Live Agent:
  Agents can now send files directly to customers through the LC Hub Conversations screen. With this new feature, agents can easily share necessary documents or supporting materials during live interactions, helping to resolve issues faster and significantly improve the customer experience. Sent files are securely stored and presented to customers as downloadable links. There is a file size limit of 10 MB; files larger than this will not be processed.