Search for conversations by CRM integration reference

Date Released: 2023-11-02

In Quiq sites integrated with Oracle, Salesforce, Zendesk or Microsoft Dynamics, you can now search by a CRM record identifier, in addition to the Quiq Conversation ID, with the Search by ID button in the Closed Conversations search pages. When you click on the Search by ID button so that the Open Conversation dialog opens, in sites with a CRM integration a Reference Type menu field displays below the Conversation ID search field, where you can select the type of record identifier to search by (the available options depend on which CRM the site is integrated with), and a search field displays below that where you can enter the CRM record identifier text to search for.

In Quiq sites with an Oracle integration you can search by Reference Number & Incident ID, with Salesforce you can search by Case Number, Case ID & Lead ID, with Zendesk you can search by Ticket ID, and with Microsoft Dynamics you can search by Case Number, Case ID & Task ID.

Similar to searching by the Quiq Conversation ID, the full exact value for the CRM record identifier has to be entered for the search to return the record - if an invalid search value is entered, the search will fail and a validation error will display. The other filters in the Closed Conversations search page don't affect searching by CRM record identifier at all - so for example, a conversation that falls outside the Date Range currently selected in the Closed Conversations page will still be returned.

Note that if the Conversation ID and a CRM record identifier search field are both populated with valid values, but they point to different Quiq conversations, the search will always return the conversation associated with the Conversation ID by default.

Affected Users: Manager, Administrator

Google Analytics Support

Date Released: 2023-08-17

Quiq offers an integration with Google Analytics for Conversation Starters Page Configurations, where you can enable specific Chat events to be sent to your Google Analytics account when those events are triggered by a customer. To enable this feature, enable the Enable Google Analytics toggle button on the Google Analytics tab for the selected Page Configuration in Admin > Conversation Starters > Page Configuration, then define the configuration options for the integration and select the events that you'd like to track.

Please visit here for additional documentation.

Note that the Google Analytics integration is supported in Conversation Starters Chat but not in legacy Chat, so if your organization would benefit from using Google Analytics and you're currently using legacy Chat, you can discuss migrating to Conversation Starters by contacting Quiq Support.

Affected Users: Administrator

New Message Catalog editor

Date Released: 2023-07-27

Introducing our new Admin >Message Catalog editor, which allows for better message management across your business. The Message Catalog allows Admins to define reusable messages that can be leveraged across multiple areas of the Quiq product, including all areas that Snippets can be selected, and in Proactive AI, Conversation Rules, and Bots. This allows you and your team to share commonly used messages quickly and easily, saving time and eliminating typographical errors. e.

All Snippets in your Quiq site, both those available for everyone & those owned by individual agents, automatically have corresponding Catalog Messages. This allows Admins the ability to easily view, create and modify all Snippets in your Quiq site from the Message Catalog. The Snippets set to be available for everyone will be listed in the Global view in the Message Catalog, and those owned by individual agents will be listed in the Agent view. Please note that going forward, global Snippets (those set to be available for everyone) can be viewed, created and modified from the Message Catalog editor, instead of in the Settings > Snippets editor. Agents can still view, create & update their individually-owned Snippets from the Snippets editor.

To create a new global Snippet in the Message Catalog, select the product areas that you want it to be visible from in the Message's Availability settings. For all agent-facing Snippet scenarios, select Agent Conversations, Outbound Notifications, and Start Conversation. To find and edit a Snippet in the Message Catalog, use the Search button to search by Label, Trigger or ID.

Message Variables & Placeholders can also be defined in Catalog Messages. Placeholders are a new feature that allow an Admin to define spots in a Snippet that agents may need to fill out manually at the time they are authoring the message, before the message is sent to the customer. Placeholders display as an editable UI input form directly within the message text to draw the agent’s attention and assist in filling everything out before sending the message. A Message Variable set as a placeholder can be associated with a Field, in which case it will only need to be manually populated by the agent if that field doesn't have a value when the Snippet is selected. Placeholders can also be defined without an associated Field, which means that the placeholder will always need to be filled in by the agent. This type of placeholder may be useful if your organization makes use of Snippets that contain spots in the message's text content that always need to be filled in by your agents before the message is sent to the customer - adding a placeholder to those locations in the Snippet's text will allow the agent to more easily see where that content needs to be set.

Documentation is available to help you get started using the Message Catalog. Affected Users: Administrator

Staff Admins can now perform the Roles CSV Export in Admin > Roles

Date Released: 2023-07-27

Users who have the Staff Admin permission level now have access to the Export Role Data button in Admin > Roles, so they can perform a Roles CSV Export. This allows Staff Admins to view the Users associated with each Role.

Affected Users: Staff Admins

New Quiq UI Theme reminder for Admins

Date Released: 2023-07-20

We're very excited to introduce an updated UI that refreshes the look and feel of the Quiq application for your users, but doesn't change any of the existing features or functionality! A popup reminder will now display on the Messaging and Admin tabs for Admin users if the new UI theme hasn't been enabled for your Quiq site yet. The popup allows Admins to learn more about the updated theme, and easily enable the new theme for your Quiq site right from the popup with an Enable New Theme button. You can also enable the new theme with the New Theme Enabled toggle button in Admin > Agent UI > Agent Settings. Note that when the new theme is enabled, other Quiq tabs that are already open will need to be refreshed for the change to apply.

The legacy theme will be retired on 7/31/23, and Quiq will upgrade all sites to the new theme at that time.

Affected Users: Administrator

Customer Sentiment added to Closed Conversations CSV export file

Date Released: 2023-07-11

The calculated Sentiment value is now included as a sentiment column in the CSV export files created from Reports > Closed Conversations and Reports > Insights (the CSV export is available in Reports > Insights after drilling down to view Conversations in a Funnel with a Journey Type of Conversation).

The sentiment value is a numeric representation of the customer's mood, which corresponds to the Customer Mood emojis that display in the Agent UI Conversations list and in Reports > Current Activity > Conversations, when the Customer Mood toggle buttons are enabled in Admin > Agent UI > Agent Settings. Sentiment values range from -1 to 1, and the value is a weighted average of the last 5 customer messages in the conversation, with the most recent message being more impactful than the previous messages. For reference, a sentiment value of 0.0000 results in the smiley face emoji being displayed, so positive sentiment values indicate a positive customer mood, whereas negative values would indicate the opposite.

If a conversation is started via the Start Conversation dialog and the customer does not respond, no sentiment value is calculated and the column in the CSV will be blank.

Affected Users: Administrator

Introducing Conversation Goals

Date Released: 2023-05-11

Conversation Goals can now be configured so you can track and report on how well your Bot is performing key tasks or jobs. Goals have predefined values, and come with a standard set of built-in reporting, making it easy to understand where your automation is working well, and where you can optimize.

Goals can be set by configuring a Set a goal action in in the Configuration Pane of the Bot Designer by selecting a Goal and one of the predefined values of Attempted, Succeeded, or Failed. The Conversation Handled Goal is available by default, and additional Goals can be be configured under Admin > 'Conversation Goals', or inline when adding a Set a goal action in the Bot Designer. A Goal Summary button is available in the upper right corner of the Flow Pane that allows you to see which Goals are being referenced when editing a Bot. A colored indicator appears on the corner of each Behavior in the Flow Pane to show which are setting a Goal. Further information about configuring Goals can be found in the Goals Documentation.

Reporting on Goals is found under Reports > Insights > 'Bot Goals'. The Summary section provides an overview of how your bots are performing with charts showing the proportion of conversations handled by Bots, compared to those that were escalated to a human agent, a comparison of how many conversations had a Succeeded verses Failed goal, and which Goals are being set. The Details section provides a breakdown of the Total, Succeeded and Failed conversations per each configured Goal. Additional details about Goal reporting can be found in the documentation.

Affected Users:Manager, Administrator

Formatting Options for Message Variables on Date/Time Fields

Date Released: 2023-04-13

When using a date/time field in a Message Variable (e.g. conversation.startTime) in Conversation Rules or the Quiq Bot Designer, you can now select a Format option for the date/time. Previously the value would always be shown as a number representing the unix timestamp of the field.

When a date/time field is selected for a Message Variable, the Format can be set to Date and time, and then additional Parameters can be selected to choose the formatting string to use for the display of the Message Variable's value. By default when no specific Display format is set, the date/time will be formatted like 4/12/2023.

Affected Users: Administrator

Prevent web chat user from typing a response setting now available

Date Released: 2023-04-13

A Prevent web chat user from typing a response checkbox, disabled by default, is now available in Conversation Rules and Quiq Bot Messages that contain a Quiq Reply - that option was previously only available in the Quiq Bot Designer for Gather Intent Behaviors. This setting is only supported in Web Chat (it's ignored in all other platforms), so the Prevent web chat user from typing a response checkbox isn't available in any Platform Override tabs other than Web Chat.

When the Prevent web chat user from typing a response checkbox is enabled for a Conversation Rule or Quiq Bot Message, the Chat window's message form is disabled and displays the placeholder text Please select an option above when that Quiq Reply message is sent to the customer - this prevents the customer from typing a message, so they must select a button for the Quiq Reply to continue. Note that if another message is sent by the agent before the customer makes a selection for the Quiq Reply message, the Chat message form does become editable again.

Affected Users: Administrator

Compliance Tools

Date Released: 2023-03-29

A new Compliance Tools section is available in Admin. Customers can be searched for by Phone Number or Email Address, and the returned customer data can then be permanently deleted as required for compliance purposes. This is a useful tool for handling GDPR (General Data Protection Regulation) and/or CCPA (California Consumer Privacy Act) requests you receive from your customers.

A maximum of 500 Phone Numbers and 500 Email Addresses can be searched for at a time, and the numbers/addresses can be entered comma or new line separated.

The data associated with customers that are currently associated with Active, Inactive, or Unassigned/Queued conversations can't be deleted. If you search for a customer in that state, the Search Results section does display, but the Delete Records button is disabled and the text One or more customers have been flagged for non-deletion. This typically occurs when a customer is currently in an active conversation displays. This is the case as long as at least one customer returned in the search is in that state, even if other customers included in that same search can be deleted.

When customer data is deleted, that data can not be retrieved or restored, so please use caution when doing so - deletion is a permanent process. A Customer Data Deleted entry type is reported in Admin > Security > Audit Log when customer data is deleted from the Admin > Compliance Tools page.

Affected Users: Administrator