Release Date: 19 June, 2025

New features and enhancements

Add Citation Support in GenAI Responses

_#86et78vmr, #new-feature_

_#citations #genai, #webchat_

With this enhancement, GenAI responses can now include source citations for greater transparency and trust. In each persona, you can enable citation display and configure whether to show summarized citations or the full source details. Additionally, you can adjust the confidence threshold to control the accuracy and relevance of citations included in the responses, ensuring users receive well-supported information.

WhatsApp BulkSend Enhancement

_#86er596mp, #86eqwp9u6, #enhancement_

_#whatsapp, #ux, #ui_

• Added a new column “Created By” under the Sent tab in WhatsApp Bulk Send to show who initiated each message.
• Additionally, the Sent tab now defaults the start date filter to today’s date for quicker access to recent activity.

Chat Data Purging Feature for Live Chat

_#86erm9xhx, #new-feature,_

_#privacy, #livechat, #data #purge, #chathistory_

KeyReply is proud to introduce an advanced Chat Data Purging capability designed to provide organizations with granular control over live chat content management, while ensuring the integrity and continuity of critical analytics and operational data.

This feature empowers administrators to selectively purge live chat conversation content within a configurable retention period, specifically targeting chat data from a defined number of days prior up to the current date. Importantly, chat history preceding this retention window remains fully preserved, safeguarding valuable historical data.

Administrators can specify which visitor data to remove and apply conditional purging criteria—such as confirming prior export of chat data to external CRM systems—thereby ensuring compliance and operational efficiency. Additionally, AI-driven chatbot conversations occurring before and after live chat sessions are maintained to preserve conversational context.

Crucially, the purging process is designed to have zero impact on analytics and reporting functions. Comprehensive live chat metrics, including session volumes, durations, abandonment rates, and agent performance indicators, remain accurate and accessible. Reports distinctly differentiate between web-based and WhatsApp live chat interactions, providing clear insights across communication channels.

Configuration and management of this feature are accessible via the KeyReply dashboard under Settings > Handover > Chat Data Purging. The purging routine is automated and scheduled daily at 11 PM SGT, ensuring uninterrupted service availability and streamlined data governance.

Bug fix

• [86etfpgjy] Fixed the issue with the UI of the Form
• [86etf4je4] Fixed the issue with Form Export UI
• [86erb0de9] Fixed notification of Webex integrations
• [86et44cex] Fixed can not edit entity and intent with Unicode character in Watson API
• [86etab417] Fixed some Outreach automation configurations for Remider to get removed
• [86ethghwe] Fixed security for downloading chat history through email
• [86etrq6v4] Fixed some issues in the Supervisor Module
• [86etppg40] Fixed the issue where of end user can not upload an image/file for live chat

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