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Release 3.4 - March 2024
In Progress...
Feature | Description |
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Support for reusable Subflows | Enhance your skill-building experience and streamline conversations with reusable subflows. Subflows are reusable 'Functions' within a skill, eliminating the need to branch to another skill. This promotes reusability by allowing subflows to be used across multiple skills, enhancing efficiency and consistency in your development process. The sub-flows can be easily created and managed under the Subflow section. Add the sub-flows to your skills using Conversation Step 'Execute sub-flow'. |
Customize system skill behavior | Enhance user experiences by personalizing System Skills based on your organization's unique requirements. System skills, like User Registration, Welcome, What can you do and Transfer to agent, are now customizable, allowing you to tailor them to your specific needs instead of triggering out-of-the-box functionality. You can configure a skill to be triggered when the System Skill is requested. |
Business Domain Management | Enhance security and control while tailoring interactions to specific business needs. Classify customer business domains at the tenant level and configure conversation permissions based on domain status; A whitelisted Domain for unrestricted access, Blacklisted Domains for blocked domains, and Greylisted or Unclassified domains for conditional approval. For more information, refer to Business Domain Management |
New Conversation Steps | The following Conversation Steps are available as part of this release:
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Support for New start up | New startup skills integrated with Generative AI and Changegear OOTB skills |
Customized Startup Skills for standalone VA | Ability to enable custom startup behavior for standalone VA customers and configure skill presentation template. |
Support for Monthy Session-based licensing | The following updates are part of the release to support Monthly Session consumption:
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Visual Designer Improvements | The following updates Visual Designer updates are part of this release:
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Provisioning Luma Knowledge with Luma Virtual Agent | VA & KM can now be provisioned together via the Luma Super Admin portal. As a super admin, you can choose to provision Luma Knowledge, Superset and Automation at the time of Luma Va provisioning or later. The system would automatically provision the tenants and correlate. This also irradicates the need to execute User sync. Note: New Luma Knowledge tenant must always be created via Luma VA Super admin screen. For correlating Existing tenant, please reach out to support team. |
Other Enhancements | Following are other enhancements that are part of this release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 3.3 - December 2023
Feature | Description |
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Visual Designer Enhancements | Improving the usability of Visual Designer, the following updates are part of this release:
For more information, refer to Creating a skill with Visual Designer |
Troubleshooting Logs for Follow-ups | Get better insights and control over your configured Follow-ups. Following are the updates that are part of this release:
For more information , refer to Follow-up |
Improved Skill search | Luma now uses SBERT (Sentence-BERT) in collaboration with RASA to provide a more robust and sophisticated intent identification system. This integration ensures more accurate skill matching. This is an optional feature and will be rolled out for only specific customers initially. |
Other Improvements | Following are the other changes that are part of this release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 3.2 - November 2023
Feature | Description |
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Enhancement to GUI Skill Builder | Bridging the gaps between the Visual Designer and the Classic Designer, the following updates in Visual Designer are done as part of this release:
For more information, refer to Building Conversation with Visual Designer. |
Improvements to Visual Designer | The following new updates are part of this release:
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Integrating AI services | As part of continuing efforts to integrate Generative AI in Luma Virtual Agent, the following updates have been done in this release:
For more information, refer to Generative AI in Luma |
Centralized Generative AI Configurations | Centralized Generative AI Configurations for Luma Suite of Products. Empowers Superadmins to effortlessly configure and oversee the Generative AI functionalities for all Luma products, simplifying management and optimizing control through one consolidated platform. A Superadmin can enable/disable Generative AI and configure OpenAI credentials for a new or an existing tenant with the ability to enable/disable features For more information, refer to Configure Generative AI Configurations. |
Schedule Notification | You can now schedule notifications in Luma. The notification can be scheduled via the Bot builder interface by the Tenant administrator or can be incorporated in Skill using the REST APIs. You can create one-time or recurring notifications The schedule also supports dynamic information, recipient lists, or schedules using the notification API. The information can be used to generate Notifications. Notifications on the WhatsApp channel can also be sent to unregistered users |
VA-KM unification | In the process of unifying Luma Knowledge and Luma Virtual Agent, the following updates are done as part of this release:
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Other enhancements | Following are the other enhancements that are part of this release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 3.1 - September 2023
Feature | Description |
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Enhancement to GUI Skill Builder | Bridging the gaps between the Visual Designer and the Classic Designer, the following updates in Visual Designer are done as part of this release:
For more information, refer to Building Conversation with Visual Designer. |
Usability improvements | In advancing the capabilities of Visual Designer, the following enhancements are done to elevate the end-user experience and easy skill building:
For more information, refer to Building Conversation with Visual Designer. |
WhatsApp (Direct) Channel Integration | Luma VA can now be accessed through WhatsApp Direct, eliminating the need for third-party service providers. You now have the flexibility to configure WhatsApp directly, simplifying the process and cost-saving for the customers. |
Support for Login with credentials to the Luma Mobile App | Streamlined access to the Luma Mobile App through user credentials is now available. In addition to the Magic Link option, Administrators, and Skills developers can now access the Luma Mobile App using their Bot builder credentials. Furthermore, users can also reset their passwords via OTP for added security. Note: The Login with credentials support is extended to include end-users, allowing them to log in with their credentials. When logging into the mobile app, end-users can generate a password using OTP and proceed to access their accounts with ease. For more information refer to Login to the Mobile App. |
Multiple profile support in the Luma Mobile App | Luma Mobile App now supports seamless login to multiple environments or tenants without the hassle of repeated logins. Users can effortlessly switch between different tenants, whether using credentials or a magic link, with just a single click. For more information refer to Login to the Mobile App. |
Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 3.0.2 - July 2023
Feature | Description |
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Support for Cards | The Visual Skill Designer now supports Card carousel to create interactive and visually appealing experiences for users. The card carousel enables you to showcase multiple cards simultaneously, allowing users to browse through various options or information in a more intuitive and engaging manner. In your skills, you can use cards in the following ways:
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Decision Prompts Cards | New Decision Prompts - Cards are designed to create dynamic decision paths in a skill. Decision Prompt - Card is a combination of Card prompts and Conditions. The control allows you to present options to the user in form cards, and based on the response, the next steps in the skill are configured. |
This release also contains bug fixes documented on the Published Fixes page.
Release 3.0.1 - June 2023
This release contains only bug fixes documented on the Published Fixes page.
Release 3.0 - June 2023
Feature | Description |
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GUI Skill Builder | The New Visual Designer enables users to create Flow-based skills. Skill developers can drag and drop controls on the canvas and link sequentially to build and customize skills quickly and easily. |
Automatic User Phrase generation | Leverage Generative AI (Open AI) to generate User phrases for Luma Skills automatically. Note: To enable autogeneration of User phrases, Open AI should be enabled for the tenant. You may contact the Serviceaide support team to get it enabled on your tenant, |
One-Click Luma provisioning | Provisioning Luma for Change gear Customers is now just one click away! Our utility swiftly sets up Luma Virtual Agent and Luma Knowledge tenants, syncing Knowledge Articles and Service Catalogs from Changegear. Within minutes, Changegear customers can have Luma ready to go. |
Release 2.20.2 - April 2023
Feature | Description |
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Luma Mobile App- Integration with Maps | Luma Mobile App is now integrated with Maps. Use the Location tool to search and share location with your Location-based services quickly. In addition to sharing your current location, you can now search locations by name and coordinates or scroll through the map and pin location. |
New API for Group Import | Luma now provides an API to import groups using JSON Payload. The API can be configured as part of the Federated service for user sync between your ITSM system and Luma Virtual Agent. |
Release 2.20 - March 2023
Feature | Description |
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Luma VA User Administration | Added the ability to download Users, Group associated Users and Skills from UI |
Additional Filters on Skill Builder--> Skill list | |
Bulk Import of support groups with business hours using API and UI. Show Group Import History similar to User Import History with appropriate bot builder notifications about the progress | |
Skill configuration | Expose Tenant SubDomain as context variable @{tenant.subDomain} |
Add 'Clear Attributes' as an option in the Set attribute conversation step | |
Support Agent Enhancements | Added the ability for the user to send attachments (images) to the support agent so that agent can download them during the conversation with the User |
Channel enhancements | Option to Clear chat on Web widget, Test Bot, and Mobile App |
Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 2.19 - January 2023
Feature | Description |
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Service Catalogs in Luma VA | Find your Service Catalogs through Luma and create well-formed actionable tickets. You can now access Service Catalogs in your ITSM system through your Luma Virtual Agent. Import your existing Service Catalogs into Luma and enable end-users to search for the service catalog. You could also browse the catalogs using the new system skill 'Explore Catalog.' For more information refer to Explore-Catalog. Note: To use Service catalogs, Luma Knowledge should be configured for your organization. To procure Luma Knowledge tenant, please contact Serviceaide Support team. |
Startup Skills- Customize your Conversation | Customize the way the end-users see the information. You can now design conversations between Luma VA and the end user. Build your startup skills and trigger the whenever user searches for information or services through Luma VA. Categorize the skills using the new out-of-the-box category 'startup skills' to identify your start-up skills easily. For more information refer to Customize Conversation startup |
New Conversation Flow constructs for Knowledge and Service Catalogs | Building skills in Luma made it easier. Use the new conversation constructs to integrate your Knowledge base and Service Catalogs with minimum configurations. Following are the new constructs available in the Skill Builder.
For more information, refer to Build Conversation Flow. |
Luma Mobile App IOS support | Luma Virtual Agent is now available on IOS mobile platform. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk.
For more information, refer to Configure Mobile App. |
Changes to existing Conversation flow constructs | In addition to the new conversation constructs the following conversation items have been enhanced to build better skills easily.
For more information, refer to Create Skill. |
Other enhancements | Following are the other enhancements that are part of this release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 2.18.1 - December 2022
This release contains only bug fixes documented on the Published Fixes page.
Release 2.18 - November 2022
Feature | Description |
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Support for Luma Mobile App | Luma Virtual Agent is now available in a Mobile App. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk. Luma Bot Builder now provides additional configurations to support the new voice-enabled Mobile App as a chat channel. As an Administrator, you can configure Mobile App for your tenant and enable end-users to converse with Luma VA via the Mobile App. For more information, refer to Configure Mobile App. |
Improved card layout in Web Widget | Improved card layout to enhance the visual symmetry of the web widget. Each card in the carousel now follows pre-defined dimensions, and the size does not change based on the card text. Longer text in cards is masked and can be viewed using the 'view more...' option. |
Other Enhancements | Following are the other enhancements that are part of this release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 2.17.3 - November 2022
This release contains only bug fixes documented on the Published Fixes page.
Release 2.17.2 - October 2022
Feature | Description |
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Support for WhatsApp templates in Follow ups notifications | Luma Virtual agent now supports Whatsapp template for Follow up notifications. You can now configure your follow-ups to use Whatsapp templates such as HSA template to send notification on Infobip Whatsapp channel. You may also create custom templates that can be used to send follow up notifications. |
New Tenant Configurations | You can now override the SageMaker configurations for your tenant. This enables the administrator to have more flexibility to choose the instance types or timeouts per tenant. |
This release contains only bug fixes documented on the Published Fixes page.
Release 2.17.1 - September 2022
This release contains only bug fixes documented on the Published Fixes page.
Release 2.17 - August 2022
Feature | Description |
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Automation Workflows in Skill Builder | You can now trigger the Legacy and Automation Designer workflows as part of your Luma skills. For a Luma tenant with integration to Serviceaide Automation, the Legacy workflows and the workflow configured in Automation Designer can be added as conversation steps in the skill. This is managed at the tenant level. Note: For new tenants or first-time Automation configurations, only Designer workflows are enabled. The Legacy workflows can be enabled on-demand from the backend. |
Improvements on Dashboard | Following are the new updates available on Luma Dashboard:
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New Transformation function | Support for the new transformation function Custom Date format - Using Epoch Seconds Time to convert Epoch time in seconds to date time in the specified timezone and format. For more information, refer to Using Transformation functions |
Other Improvements | Following are the other improvements that are part of the release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
This release also contains bug fixes documented on the Published Fixes page.
Release 2.16.4 - July 2022
Feature | Description |
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Improvement in Conversation History | Integration Execution logs in the Conversation History page now display the execution start and end time. You can view the information based on when the integration is invoked from the action server and the operation is executed in the target system. |
Technical improvements | Following technical improvements are part of this release:
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This release also contains bug fixes documented on the Published Fixes page.
Release 2.16.1 - May 2022
Feature | Description |
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Technical Improvements | Following technical improvements are part of this release:
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This release also contains bug fixes documented on the Published Fixes page.
Release 2.16 - May 2022
Feature | Description |
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VSA performance optimization | Technical updates to improve the performance of the Bot. The change optimize the Virtual Agent's response time during conversations. |
Web Widget update | Luma Web widget bot icon is updated to new Luma Agent icon. Note: For the change to take effect, update to the Web Widget configuration files. |
This release contains only bug fixes documented on the Published Fixes page.
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Release 2.15 - March 2022
Feature | Description |
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Improved KPI calculations | Luma Virtual Agent now enables you to conditionally set your KPIs during Skill execution. You can now calculate Luma KPIs as part of parent as well as sub-skills. New Conversation Item 'Set KPIs' allows the Skill developers to calculate or update KPIs as required during a conversation. Additionally, KPIs can also be updated as part of Rule conditions. For more information, refer to Create Skill Note: For your existing skills, the KPIs metrics configured at the skill level are migrated as the last step in the conversation flow. You might see a difference in KPI calculations for the existing skills as the KPIs will now be calculated on the last branched skill instead of the parent skill. In case the skill branches to a sub-skill, KPIs will not be calculated until reconfigured. This is because prior to the 2.15 release, Sub skills did not support KPIs. It is recommended that you review the existing skills and update the KPI configurations appropriately. |
Export KPI Dashboard | Download your KPI Dashboard information into an excel file. You can now generate a single report with the information on all the KPI metric measurements available on the Luma KPI Dashboard. You may filter the information on various columns such as KPI Metric Type, dates, Session ID, Channels and view the reports as required. For more details, refer to KPI Dashboard |
Download User Adoption and Training Opportunities Metrics | You can now download and view detailed information on the 'User Adoption' and 'Training Opportunity' for your Bot. Luma VA now allows you to download the following metrics available on the Luma Usage Dashboard.
For more details, refer to Usage Dashboard |
Whatsapp via Infobip updates | Following are the updates on Whatsapp via Infobip chat channel:
For more details, refer to Create Skills. |
New views for Custom Reports | You can now create custom reports on LUMA usage information. The following database views are now available to expose the customer information which can be used to create reports:
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New Conversation context variables | You can now use the End user conversation while creating ticket via Luma Virtual Agent. The new Conversation context variables 'Transcript Json' and 'Transcript Text' are used to capture the complete transcript of the user conversation which can be used as additional information when creating a support ticket or any other skill creation. For more information, refer to Use Variables in Skills |
Other Enhancements | Following are the other enhancements that are part of the release:
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This release also contains bug fixes documented on the Published Fixes page.
Release 2.14 - January 2022
Feature | Description |
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New Luma API 'Get Channel Account Records' | New Luma API 'Get Channel Account Records' is available. The API enables the skill developers to retrieve the list of channel accounts for users available in Luma VA. You can also filter the user list based on details such as contact ID, username. For more details, refer to Luma APIs for User Registration → GetChannelAccountsRecords |
Improvement in Luma Knowledge and Luma Virtual Agent Integration | Luma Knowledge - Luma Virtual Agent integration is updated as part of the release. Luma VA does not send Small talk and System skill phrases to Luma Knowledge. This avoids the inaccurate knowledge gaps in Luma Knowledge. |
Improvement to Web Widget | You can now configure your bot to initiate a custom skill every time the web widget is reopened. By default, the Welcome skill is triggered when the web widget is opened after the initial conversation. |
Other Improvements | Following are the other enhancements that are part of this release:
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Release 2.13.2 - December 2021
Feature | Description |
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Presenting Knowledge through Luma Virtual Agent | Luma now avoids duplicate Knowledge Articles that are related to more than one topic. In a Article list view, a Knowledge article with multiple relevant topics is displayed under the topic with the most matching topic (highest posterior probability). |
New KM context variables | You can now use KM context variables to refer to below Knowledge and Article information:
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Release 2.13.1 - December 2021
Release 2.13 - December 2021
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Feature | Description |
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Feedback Survey | Feedback Surveys are now available in Luma Virtual Agent. You can now send a Satisfaction Survey and Feedback request to end-users after skill execution and completion of the User-Support Agent conversation. The survey response can be used to calculate Customer Satisfaction Ratings for your bot. The Survey can also be triggered as part of specific skills. You can use the OOTB Survey or create a customized survey specific to your Bot or skill. For more information, refer to Customer Feedback and Satisfaction Survey. |
Customer Satisfaction Metrics on Usage Dashboard | View your Customer Satisfaction ratings on Usage Dashboard. A new section 'Satisfaction Survey' is now available on the dashboard that provides cumulative information on the Surveys triggered to end-user by the Luma Virtual Agent. The metrics include the conversations from all Chat channels configured for your tenant (except the Test Widget). For more information, refer to Usage Dashboard. |
Email integration | Luma Virtual Agent now supports Email integration that enables the system to send emails to end-users. As an Administrator, you can configure the email server for your tenant. Email integrations can be added to a Skill as a conversation item. You can also create multiple email templates and use the same in Skills on a need basis. This reduces the redundant and manual effort of writing and Email configuration every time an email needs to be sent. For more information, refer to Email Integrations. |
Improvements in Export and Import | You can now export Feedback Survey Configurations and Email Integrations from one bot to another. The configurations can be exported and imported into a target environment. When exported, all relevant entities such as Email Server instances, Templates are also exported. For more information, refer to Bot Export and Import. |
Other Improvements | Following are other improvements that are part of this release.
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Release 2.9.1 - June 2021
Release 2.9 - June 2021
Feature | Description |
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Conversation Flow | Display welcome skills upon successful registration of a new user using a custom registration skill. You can now trigger or branch to 'Welcome/what can you do" System skills from a Ruleset in a skill's conversation flow. For more information refer to Rule Set Overview |
Bulk User Import Improvement | Bulk Import APIs are updated to avoid the creation of unwanted inactive users from any source system to Luma VA. The Bulk import process ignores the inactive users in the source systems such as ISM and adds only active users to Luma. For more information, refer to Bulk Import Users and Groups via API |
Enhancements to Default Support Team Group | Following are the enhancements to 'Default Support Team'group in Luma:
For more information, please refer to Define Roles, Permissions, and Groups and Manage Groups |
Updates on Agent Chat Console | Following are the updates on Agent Chat Console:
For more information, please refer to Agent Chat Console |
This release also contains bug fixes documented on the Published Fixes page.
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Feature | Description |
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JSON and XML datatypes for Global and Custom User attributes | You can now create Global attributes and User Custom Attributes of “JSON” and “XML” data types. The attributes can be used the JSON and XML data received from third-party integrations. These attributes can be used only for populating values in the conversation flow. It cannot be used for prompting the end-user for input. For more information, refer to Create Attributes |
Improvements in Luma Notifications API | Luma Notification API has now been simplified. To reduce the complexity in composing simple text messages from external integrations, a new field “textMessage” has been added to the Luma notification API payload. You can directly populate the message in the field, instead of composing the JSON template in the “message” field. For more information, refer to Sending Notifications to Users From External Applications |
Luma 1.x migration to Luma VA | You can now migrate your Luma 1.x bot to the latest Luma Virtual Agent. The migration will copy your Skills, Integrations, Attributes, Configured Followups, and other components from 1.x environment to Luma VA. The Migration can be performed by the Serviceaide Operations team. You may get in touch with the Serviceaide Support team for more details. |
Transforming ISM Service Catalog to Luma Skills | You can now utilize your existing Service Catalog Items in ISM, to create tickets through Luma VA. Your existing workflow processes in ISM can be exposed as Skills in Luma VA, which can be used by End-users to create tickets via the Virtual Agent. The Serviceaide Operations team can perform the transformation for your environment. You may get in touch with the Serviceaide Support team for more details. |
Build and Publish Improvements | Technical improvements in the Luma training module to reduce Build and Publish time for your Bot. Luma VA now supports incremental training using virtual pools of objects, created and trained on Tenant provisioning. On each skill or attribute creation, the build and publish process only triggers NLP training, if a pre-trained pool of objects is available. This helps in avoiding Dialog training on every new skill or attribute creation, reducing the Bot training time. If the pool of Objects is exhausted and reaches the threshold, A new Object pool is created and trained. Configurations to manage the pool size and thresholds, objects.pool.size and objects.pool.consumption.threshold is configured at the Tenant Level. You may get in touch with the Serviceaide Support team for more details. Note: We will run Build and Publish along with the rollout to activate the feature. For more information, refer to Build and Publish |
Other enhancements | Following are the other enhancements done as part of the release:
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Release 2.7.2 - March 2021
Release 2.7.1 - March 2021
Release 2.7 - February 2021
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Release 2.6.1 - December 2020
Release 2.6 - December 2020
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The following features and updates are included in this release:
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