Release Date: 18 April, 2025

New features and enhancements

Seamless Transition from WhatsApp to WebChat for Live Chat

_#86er4f1cm, #enhancement, #widget, #webchat_

KeyReply is thrilled to introduce a new feature that enables a seamless transition between WhatsApp and WebChat for Live Chat interactions. This enhancement allows clients’ end users to transition from a WhatsApp chat to a WebChat session without any disruption in the conversation, ensuring continuous interaction. The feature retains all chat history and integrates it into a single, unified conversation log, ensuring a smooth and uninterrupted customer service experience.

Previously, switching between messaging platforms would start a new session, which could lead to customer confusion and potential loss of context. With this new feature, users can seamlessly continue their conversation without losing any important context, regardless of the platform they choose. Whether your users are switching from WhatsApp to WebChat due to network issues or personal preference, the chat session remains intact, and agents can continue providing support without any gaps in the conversation history.

This feature is designed to improve flexibility, enhance the user experience, and optimise customer service workflows by allowing agents to manage multiple communication channels more efficiently. By preserving the entire chat history across different platforms, this new capability ensures a more cohesive and consistent experience for both end users and agents.

To activate this feature, please contact our Customer Success and Project Manager (CSPM), and enjoy a more seamless and flexible Live Chat experience.

Enhanced Outreach Feature: Create and Update Contacts Directly in Chat

_#86ercqgj7, #enhancement, #outreach, #dashboard_

KeyReply is excited to introduce a new enhancement to our Outreach feature, which is designed to streamline proactive communication and engagement with patients and individuals seeking healthcare information or services. In this version, clients now have the ability to create or update contacts directly within the chat session, simplifying the process of managing outreach efforts.

With the updated Editor/Content Node, clients can configure the system to create or update outreach contacts directly from the chat interaction. By utilizing the new custom event, `outreach_update_contact` client data can be captured from the chat session and trigger the creation of new contacts or updates to existing ones in real-time. This enhancement reduces manual intervention, improves efficiency, and ensures seamless integration of chat interactions with contact management.

For more information and to get started with this new functionality, please reach out to our Customer Success and Project Manager (CSPM). This update helps you improve engagement and simplify outreach workflows, providing a more effective experience for both clients and end users.

KnowledgeBase

Download Uploaded Documents in Knowledge Base

_#86erfqb6r, #enhancement, #genai, #knowledgebase, #dashboard_

KeyReply introduces an enhancement to the Knowledge Base, now allowing users to download uploaded documents. Previously, you may not have been aware of the content inside documents uploaded by others. With this update, you can now easily download and view the documents within the Knowledge Base, ensuring better accessibility and content management. This feature enhances transparency and allows for quick verification of document content.

Track Document Uploads with Time and User Details in Knowledge Base

_#86erfqbyj, #enhancement, #genai, #knowledgebase, #dashboard_

KeyReply is pleased to introduce an enhancement to the Knowledge Base, making it easier to track and manage document uploads. In previous versions, it was difficult to know who uploaded documents or articles and when they were uploaded. With this update, we’ve added new columns that display the time of upload and the user who uploaded each document. This enhancement provides greater transparency and accountability, making it easier for users to track changes and manage content effectively within the Knowledge Base.

Edit Tags in Knowledge Base for Better Content Management

_#86er8yqvm, #enhancement, #genai, #knowledgebase, #dashboard_

KeyReply is excited to introduce an enhancement to the Knowledge Base, allowing users to edit tags on documents and articles. Previously, once tags were assigned, they could not be easily modified. With this update, users can now add, remove, or update tags as needed, ensuring that content is properly categorized. After making changes to tags, please allow a few minutes for GenAI to update and ensure accurate responses. This enhancement improves content organization and makes it easier to maintain a relevant and well-tagged Knowledge Base.

Search Content with Tags in Knowledge Base

_#86erupv3t, #enhancement, #genai, #knowledgebase, #dashboard_

KeyReply has introduced an exciting new enhancement to the Knowledge Base, allowing users to search by tags in addition to searching by document or article name. Previously, the search functionality was limited to content titles only, but now you can easily find relevant content by searching for specific tags. This feature helps you quickly locate the right information, improving content accessibility and making your Knowledge Base more efficient and organized.

Customizable Styling for Maintenance Banner

_#86erv1b2k, #enhancement, #setting, #maintenance, #banner_

KeyReply introduces an enhancement to the Maintenance Banner, allowing users to customize its styling using HTML tags. Now, you can edit the banner using HTML elements such as <p>, <span>, <div>, <b>, and <strong>. Additionally, we’ve whitelisted specific style properties for customization, including color, font-size, and background-color, giving you greater control over the banner’s appearance. This update enhances flexibility, allowing for a more personalized and visually appealing maintenance message.

Bug fix

• [#86era20q1] Fixed the issue where the sort order was not functioning properly.
• [#86ert1rh5] Fixed GenAI Preview does not work with stream response on/off
• [#86er52buc] Fixed error in export of undeliverable message in WhatsApp
• [#86ermn4fr] Fixed GenAI responded with the incorrect answer (not following the prompt) when the Knowledge Base was not found

*