Release Notes v2.2

  • Updated on Jan 28, 2026
  • Published on Jun 7, 2024
  • 6 minute(s) read
Prev Next

What's New?

Digital Agent v2.2 Release Notes provides new feature details, feature enhancements and fixes to known issues in the current release. Many of these new features are incorporated based on customer feedback and inputs. We thank you for your valuable feedback and time.

Highlights

Discover the highlighting features of Digital Agent v2.2 Release!

New Features

The following section provides a sneak-peek of the new features introduced in this release:

Feature Name

Feature Description

Benefits

LAT - Chat Transfer


User persona: Admin/Analyst

Live Agents have the flexibility to transfer ongoing chats to other Live Agents with appropriate skills/expertise, or to the queue. They can also mention the reason for transferring the chat while initiating the chat transfer process.

For more information, refer LAT - Chat Transfer.

  • Enhance efficiency and effectiveness of customer interactions

  • Reduce response times

  • Deliver personalized assistance to the end users

LAT - Chat Assignment and Routing

User persona: Admin/Analyst

Chat Assignment & Routing feature in Digital Agent provides the functionality to broadcast the live agent chat transfer requests to all the Live Agents or automatically assign them to the Live Agents. The decision between broadcast and auto assignment relies on the requirements and goals of the organization.

For more information, refer LAT - Chat Assignment and Routing.

  • Flexible and versatile assignment of chat requests to Live Agents

  • Improve customer experience and operational efficiency

  • Reduce the waiting time for users

LAT - Canned Responses

User persona: Admin/Analyst

Canned Responses is a repository of pre-defined responses readily available for Live Agents to utilize while they chat with the end users. This streamlines the process of addressing common queries or issues.

For more information, refer LAT - Canned Responses.

  • Enhance customer experience by quickly responding to end user queries

  • Increase chat resolution rates and reduce response time

  • Improve the productivity of Live Agents by providing quick access to pre-defined responses

Quick Links

User persona: End User

Quick Links are short, commonly used phrases that Digital Agent recognizes and displays to the end user to help with frequent ticketing topics for a specific customer.

Note: Contact our support team to get Quick Links configured.

For more information, refer Quick Links.

  • Refine Digital Agent responses to deliver better user experience

  • More accurate responses and a higher likelihood of resolving the issue on the first attempt

Import Canned Responses - Golden Set

User persona: Admin

Import and edit Canned Responses from a predefined Golden Set to the Workbench. The effortless selection and editing options allow you to customize Canned Responses as needed, while keeping unused Canned Responses available for later.

For more information, refer Import Canned Responses.

  • Reduces the time and effort required to create and update Canned Responses

  • Enhances productivity and ensures that responses are both accurate and consistent

Approval flow

User persona: Analyst

Digital Agent allows you to efficiently manage tickets, enabling actions like approving, rejecting, referring, forwarding, or putting them on hold directly within the chat interface.

For more information, refer Approval flow.

  • Reduces the need to navigate multiple interfaces

  • Enables continuous ticket processing

  • Streamlines ticket management by allowing instant actions

Capture User Feedback

User persona: End user

Collect user feedback for critical conversations, such as after creating Service Requests or Incidents and after conversation with a Live Agent to gain valuable insights.

For more information, refer Capture User Feedback.

  • Understand user pain points and preferences to deliver more intuitive user experience

  • Feedback on ticket logging can highlight inefficiencies or areas for more effective resolutions

Feature Improvements

The following section provides a sneak-peak of the feature enhancements done in this release:

Feature Enhancement

Description

Benefits

Reports and Dashboard Widgets

User persona: Admin

Following widgets are added/enhanced in the Reports & Dashboard that improve monitoring and analysis of the performance of Digital Agent:

  • Chat Transfer Statistics

  • Chat Transfer Reasons

  • Chat Transfer Volume Trend

  • Chat Transfer Reason by Agents

  • Total time saved using Canned Responses 

  • Agent usage of Canned Responses

  • LAT Trends

  • Adoption Report by Location

  • Feedback Report

  • Volume of Feedback widget

  • Feedback Distribution widget

For more information, refer Reports and Dashboard Widgets.

  • Measure the efficiency of Live Agents in handling user queries

  • Assess the effectiveness of canned responses

  • Gain insights into different chat transfer metrics and user engagement


Open Q&A

User persona: End user

Digital Agent proactively engages users with an open-ended question, triggered either by a user-initiated reset action or after any input.

For more information, refer Create tickets.

  • Ensures seamless interaction and personalized assistance

  • Enhance user experience

  • Speeds up issue resolution by gathering relevant information promptly

Timeout functionality

User persona: End user

Digital Agent detects inactivity during a conversation and displays a message to re-engage the user, helping to maintain productivity and ensuring timely responses.

For more information, refer Create tickets.

  • Reduces waiting time and improves efficiency

  • Ensures timely completion of the conversation

  • Enhances user experience and satisfaction

Web link for Incident creation

User persona: End user

Provide a redirection link to the web application in chat response from Digital Agent for logging an incident for a specific tenant. To enable this configuration, please connect with the support team.

For more information, refer Create tickets.

  • Improve user experience

  • Greater customization capabilities within the incident management process

Relevant catalog not found

User persona: End user

If Digital Agent cannot find a relevant catalog while the end user is trying to log a ticket, it prompts the user to provide more information. Alternatively, it displays a message with a link for the user to log the ticket manually.

For more information, refer Create tickets.

  • Provides clear prompts for additional information, ensuring the user can refine their request

  • Offers a direct link to log a ticket, simplifying the process when no relevant catalog is found

None intent flow

User persona: End user

Digital Agent features a functionality where, if it doesn't understand the user input and lacks relevant help information, it prompts the user to provide more details or rephrase the question.

For more information, refer Create tickets.

  • Helps bridge the gap between the user's intent and Digital Agent's understanding

  • Increased user engagement

Different UI for restricted user

User persona: Admin

Configure to display a different chat container UI for restricted users, ensuring they see a tailored interface with limited features and access. To configure a different UI for restricted users, connect with our support team.

  • Give Admins better control over user access and interactions

  • Offer a user experience that is tailored to the specific needs

Customize display of Knowledge Article in the chat response

User persona: Admin

Configure to display Read More link in the Knowledge Article to either open the Knowledge Article in a new tab or display the Knowledge Article in a slider format. To customize the view of Read More link in Knowledge Article, connect with our support team.

For more information, refer Create Tickets.

  • Easier for users to access information

  • Customize viewing experience that can be aligned with specific use cases

Truncated Canned Response snippet

User persona: Admin

Lengthy snippets of Canned Responses get truncated with ellipses and displays the full content in a tooltip when hovered over.

For more information, refer LAT Canned Responses.

  • Better readability and accessibility

  • Clutter-free interface for better user experience

Loader in Reports

User persona: Admin

There is a visual indicator in all the Reports that signifies the page or data is currently loading.

For more information, refer Reports and Dashboard.

  • Ensures data is fully processed before any actions are taken

  • Improves user experience by preventing interruptions during processing

Version based rendering of Reports and Dashboard widgets

The Reports and Dashboard widgets are rendered based on the version of the Digital Agent.

For more information, refer Reports and Dashboard.

  • Allows older versions to display reports and widgets correctly, preventing issues with outdated interfaces

  • Ensures users see data and layouts specific to the version they are using

Content type display in Conversation Reports

User persona: Admin

Reports capture the content types like carousels, cards, or other interactive elements displayed in Digital Agent while in conversation with a user.

For more information, refer Reports and Dashboard.

  • Detailed and diverse data analysis by including multiple content types

  • Captures various content formats, ensuring no important information is overlooked

Unattended chat transfer message

User persona: End user

Digital Agent notifies users when their request to transfer a chat to a human agent is not accepted because of the unavailability of the agent. Digital Agent displays a message informing the user and continues assisting with their queries.

For more information, refer Live Agent Transfer.

  • Prevents frustration by clearly communicating when no human agent is available

  • Keeps users informed about the status of their request, reducing uncertainty

Live Agent Abandon

User persona: End user/Analyst

Digital Agent displays a message to the end user if the Live Agent disconnects due to internet issues, closing the Live Agent hub window, or the entire browser.

For more information, refer Live Agent Transfer.

  • Users know the conversation has ended, avoiding uncertainty or frustration

  • Signals a smooth transition of transferring the conversation to other available Live Agents