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Release 1.16.11 - June 2021
This release contains only bug fixes documented on the Published Fixes page.
Luma Automation Integration- March 2021
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Update | Description |
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Integration with Automation Workflows | Luma introduces new Automation workflows that allow you to automate tasks on remote services, servers, applications, and hardware. It removes the need to manually perform repetitive or rules-based tasks. Automation workflows are predefined processes for a specific business process that can be used to streamline the resolution of high volume and low complexity issues such as ‘Enabling an AD Account’ or ‘Resetting a password.’ For more information, refer to Automation |
This release contains only bug fixes documented on the Published Fixes page.
Release 1.16.10 - December 2020
This release contains only bug fixes documented on the Published Fixes page.
Release 1.16.9 - November 2020
This release contains only bug fixes documented on the Published Fixes page.
Release 1.16.8 - September 2020
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Update | Description |
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Network Error notification on Agent Chat Console | A visual notification to the Agent is now available on the Agent Chat console. In case of a network issue, Support Agents will see a pop-up message, informing the Agent of the network interruption. For more details, refer Agent Chat Console |
Common Error Message on Bot Configuration | A place holder for Common Error Message is now available on the Bot Configuration page. The message is configurable and is presented if an error is encountered while processing the requests. For more details, refer Manage Bot Configuration |
Disable Agent Chat Dashboard for Analyst | Agent Chat Dashboard can now be disabled for Support Agents. You may contact the Serviceaide support team to disable the Agent Chat Dashboard for the Analyst role in your tenant. For more information, refer View Agent Chat Dashboard |
This release contains bug fixes documented on the Published Fixes page
Release 1.16.7 - July 2020
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Update | Description |
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Available Agent Metric on Agent Chat Console Dashboard | A new Live metric to indicate available Support Agents can now be viewed on Agent Chat Console Dashboard. The information can also be downloaded into a .xlsx file. For more details, refer View Agent Chat Dashboard |
Download Users Metrics information on Bot Dashboard | You can now download the below metrics from the User section on Bot Dashboard, in a .xlsx file.
For more details, refer Bot Dashboard Overview |
Agent Idle Session Timeout in Manage Agent Chat Console Settings | A new Tenant setting to manage Agents Idle Session timeout is now available. The configuration is used to end the Agent's login session after the allowed inactivity. For more information, refer Manage Agent Chat Console Settings |
This release contains bug fixes documented on the Published Fixes page
Release 1.16.6 - June 2020
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Update | Description |
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Download Historical Metrics option for Agent Chat Console Dashboard | You can now download Data Reports from the Historical Metrics section on Agent Chat Dashboard. Following reports are now downloadable:
For more details, refer View Agent Chat Dashboard Note: The downloaded reports contain data starting from the feature release date. |
Updates on Agent Chat console | The following improvements on the Agent chat console are available in this release:
For more information, refer Agent Chat Console |
Followup message and Notifications are sent to a specific channel | Default channel configuration for followup and notifications are now available. As an administrator, you can now specify the default channel for followup and Notifications. Please get in touch with the Serviceaide support team to configure the default channel for your tenant. For more information, go to the Automated Follow-up Skill wiki article |
Ability to handle skill change or continue the same skill during conversation | The ability to control the skill change during the conversation is now possible. During a Skill execution, if the user enters a phrase that matches a different skill, the system now continues executing the current skill. Skill transfer is ignored, with an exception to Transfer to Agent Skill. Note: Support ticket should be raised to disable triggering a new skill and to continue with the current skill. |
This release contains bug fixes documented on the Published Fixes page
Release 1.16.5 - April 2020
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Update | Description |
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Attachment support for MS Teams and WhatsApp channels | Attachment support on MS Teams and WhatsApp channel through Luma is now available. End users will now be able to use attachment icon to attach documents through MS Teams and WhatsApp channels for skills that require a file as a user input. Note: For MS Teams, the functionality is only available for the Luma Channel Connector packages that are published on Teams Portal. For WhatsApp the attachment name will be random generated UUID for Image files and can send the following file types images, video, text, and PDF files. Refer https://www.twilio.com/docs/whatsapp/guidance-whatsapp-media-messages#supported-mime-types |
This release contains bug fixes documented on the Published Fixes page
Release 1.16.4 - April 2020
This release contains only bug fixes documented on the Published Fixes page.
Release 1.16.3 - March 2020
This release contains only bug fixes documented on the Published Fixes page.
Release 1.16.2 – March 2020
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Release 1.12.1 - July 2019
The following features and updates are included in this release:
Update | Description |
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User Registration | Luma provides Administrators a configurable approach to register users in Luma and associate them with the required chat channels. Administrators can register users through email, SMS or another approach of their choosing. The default role associated with users after registration is Self Service User. For more information, seeCreate a Custom User Registration Process. |
Display Images on cards within the Welcome Skill | To provide a more visual welcome experience for users, the following enhancements are available in this release:
For more information, seeCreating your First Skill and Define Welcome Skills. |
Display images on cards for values within List type Attributes | Administrators can provide users with images on cards to give users a more visual option when selecting a value for an attribute. Images are displayed in chat channels only when the skill is shown as a card or a card carousel. For more information, seeCreating attributes that retrieve values from outside of Luma. |
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Update | Description |
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Conditional Follow-ups | Conditional Follow-Ups allow unlimited configuration for following up on objects from any web service enabled system. This is critical for organizations who want to automate following up on pending tickets, pending approvals, and so on. Reaching out to a user through chat typically has a higher response rate and should improve Mean-Time-to-Resolution (MTTR) on tickets as well as overall communication between the support team and users. For more information, see Create Conditional Follow-up |
Agent Chat Dashboard | A brand new Agent Chat Dashboard is available. Users who have issues communicating with Luma can directly request to communicate with a live Agent. The Agent Chat Console is an interface for agents to handle multiple inbound requests from users. The Agent Chat Dashboard provides managers with real-time and historical insight into the transfer to agent process. This helps monitor usage and plan for staffing levels based on volumes. For more information, see View Agent Chat Dashboard |
Support for multiple-factor authentication in Web Service Connectors | For web services that require multiple authentications, a Login Webservice Operation checkbox is available on the Web Service connector page to fetch the authentication token. For more information, see Create a Rest Connector |
Release 1.11 - May 2019
The following features and updates are included in this release:
Update | Description |
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Measure Customer Satisfaction | One of the most important criteria to measure the success of your Luma bot is customer satisfaction, often referred to as CSAT. It is essential to understand if users are satisfied with their interactions with the bot. To measure customer satisfaction, a satisfaction survey can now be triggered directly in the chat conversation for skills and transfer to agent scenarios. The high-level results are available on the Dashboard and detailed results can be exported to CSV. For more information see Measure Customer Satisfaction |
Enhanced Inbound Notification API | When the Notification API is called, an immediate response will be sent back informing the calling user/application that the request was received, if it is properly formatted, and the list of users to whom the notification will be sent. For more information see Send Notifications to Luma Users from other Applications |
Synchronize User, Group, and Global User Attributes from external Systems Including Active Directory | Now, you can sync data from other ITSM systems and Active Directory to Luma using the Sync Utility. This utility is primarily used to import information such as users, groups, group membership, and global user attributes. For more information see Sync Data from Other Sources |
Improved Visibility when the User is Chatting with a Person |
For more information see Agent Chat Console |
Release 1.10 - March 2019
The following features and updates are included in this release:
Update | Description |
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Skill Access Defined for Users and Groups | Define more granular access to skills at the user and group level. Now the Administrator can organize skills and users together to define access to execute skills. An Administrator can create, edit and delete groups to manage skill. Once the groups are created, assigning users to groups will help to allocate skills to a set of users in bulk, instead of assigning them to each user. Users can also be part of multiple groups. For more information, see Manage Groups. |
Configure WeChat as a Chat Channel | Since Luma has an omni-channel approach to allow users to interact using different chat channels, We Chat is the latest addition. It helps organizations to send and receive messages to WeChat users using the WeChat Messaging API. For more information, see Configure WeChat. |
Send Files Using Email and Web Service Fulfillment | Luma supports attachments to be sent via chat channels using Email and Web service fulfillment. While communicating, in addition to sending text, the end user can also send advanced messages that carry various information such as images and documents in a variety of file formats such as Text, PNG, JPEG, PDF, and MS Office. For more information, see Send Attachments Using Skill Fulfillment. |
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The Luma 1.9 Web Widget is compatible with Luma 1.10, however if you want to leverage new functionality such as sending files to Luma you must download the latest Web Widget files |
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Update | Description |
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Enhancements to Web Widget | As an enhancement, Location field has been added to the Additional Properties. This value is passed dynamically to obtain the user's chat location. For more information, see Configure Web Widget. |
Agent Chat Console | Agent Chat Console can be launched by authenticating the user's email address or Unique User Identification (UUID) such as alternative email address. For more information, see Agent Chat Console. |
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Update | Description |
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Global Attributes | Variables/Attributes can be declared as global attributes, and can be used to set the context in skills. For further details refer to Configure Web Widget. |
JSON Parser with Spaces | While parsing JSON response, the variables of attribute names or keys having special characters (such as space, period, hyphen and others), are truncated. To resolve this issue, enclose the advanced expressions (having spaces) between $\{ and \} and also support the older way of writing the expression in the same sentence. |
Release 1.8 - December 2018
The following features and updates are included in this release:
Update | Description |
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Post Fulfillment Actions | Encourage users to use skills to derive more value out of Luma. This can be done by triggering another skill or suggesting one or more skills once the previous skill is completed. For more information, see Post Fulfillment Actions. |
Enhancements to Conditional Branching | Conditional Branching has been enhanced to provide even more ways to adjust the conversation path based on user input. The following features are available:
For more information, see Conditional Branching. |
Enhancements to Web Widget | As an enhancement, Welcome message and CSS Styles are incorporated to Web widget. The Welcome Screen provides a customized message option to provide a brief overview, purpose, and capabilities of the bot. CSS describes how HTML elements are to be displayed on screen and controls the layout of multiple web pages all at once. For more information, see Configure Web Widget. |
Create Frequently Asked Questions (FAQs) | A skills builder user can now import Frequently Asked Questions (FAQs) from a file or a URL into Luma. This helps users find answers to common questions through a conversation with Luma. Please note this feature is currently in Beta and is for English language bots only. For more information, see Create Frequently Asked Questions (FAQs) |
Suggested Training | Bots need to be trained effectively to provide relevant responses to the users’ queries. This is often known as supervised training and is done by an administrator. To greatly reduce the this manual effort, Luma now supports automated training. Luma learns from user responses to skill validation messages and automatically adds phrases to skills. This immediately improves the Machine Learning engine. For more information, see Assign Phrases to Suggested Skills. |
Conversation Parameter Validation | As a skills builderadministrator or developer you can validate the user's input for mandatory conversation parameters using regular expressions. This ensures that the user's input matches the required format such as an email address, number, phone number of IP address. This greatly helps prevent incorrect data during a conversation. For more information, see Conversation Parameter Validation. |
Error Handling for Web Services | Error handling detects and prevents a run-time error which occurs while executing a skill, typically due to an invalid response from API call. This feature helps ensure that the end-user knows the exact reason why an error occurred. For more information, see Error Handling for Web Services. |
Manage Date Format | A Skills Builder user can now capture a date in various formats including Epoch, pass that to a web service in the required format and translate it to a more user friendly format. For more information, see Manage Date Format for Attributes. |
Automatic Spelling Correction | An automatic spelling correction option is now available in Luma. The misspelled words entered by the user are auto-corrected before passing to the NLP engine for evaluation. You can activate this feature by contacting Serviceaide support athttps://support.serviceaide.com. For more information, see Manage Bot Configuration. |
Luma Transactions and Subscription Information | Luma transactions and tenant subscription information which includes Entitlement details, Transaction History Log, and Refill History are now available on the Subscription Information tab in the Settings page. This provides transparency into Luma usage. For more information, see Subscription Information. |
BMC Remedy Web Service Connector | Connect your bot to BMC Remedy to create, update and take action on the BMC Remedy tickets. A list of available out-of-the-box skills for BMC Remedy is available on the wiki. This connector is available for all customers and the skills can easily be imported into your bot by contacting Serviceaide Support. For more information, see Out-of-the-box Skills for BMC Remedy. |
Freshservice Web Service Connector | Connect your bot to Freshservice to create, update and take action on Freshservice tickets. A list of available out-of-the-box skills for Freshservice is available on the wiki. This connector is available for all customers and the skills can easily be imported into your bot by contacting Serviceaide Support. For more information, see Out-of-the-Box Skills for Freshservice. |
ServiceNow Web Service Connector | Connect your bot to ServiceNow to create, update and take action on ServiceNow tickets. A list of available out-of-the-box skills for ServiceNow is available on the wiki. This connector is available for all customers and the skills can easily be imported into your bot by contacting Serviceaide Support. For more information, see Out-of-the-box Skills for ServiceNow. |
Twilio for WhatsApp | End-users can chat with Luma via WhatsApp. This integration is done through Twilio with their new Twilio for WhatsApp integration. Note: This is currently available in Beta from Twilio. For more information, see Configure Twilio for WhatsApp. |
Added WSDL File uploading feature | Now, you can upload a WSDL file of the SOAP API which you want to connect to. For more information, see Create a SOAP Connector. |
Skills Builder Usability Improvements | Several improvements were made to the Skills Builder user interface to improve usability including the following:
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Release 1.7 - October 2018
The following features and updates are included in this release:
Update | Description |
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Configure Web Widget | Luma is available through many different chat channels, but for some organizations it's critical to provide access through a company intranet or internet site. The Luma Web Widget is a small piece of code that can easily be embedded into a website to allow launching a chat with Luma directly from that site. For more information, refer to Configure Web Widget, Customize Web Widget Styles, and Troubleshooting the Web Widget |
Web Widget Integration with SharePoint | The Luma Web Widget is an embeddable widget that allows you to integrate Luma where your users are. This includes internet or intranet sites such as SharePoint, making it simple for your users to get support. For more information, refer to Configure Web Widget for SharePoint |
Configure Google Hangouts | Now, you can configure your bot to communicate with users via Google Hangouts. For more information, refer to Configure Google Hangouts |
Automation Workflow | Automation workflow is a number of configured steps in succession for a specific business process. It helps prioritize the actual task than efforts on the processes which support the task. It eliminates the need for a member of the support team be involved for high volume and low complexity issues such as 'Enabling an AD Account' or 'Resetting a password'. Automation service configurations are predefined. Using the Automation page you can edit the existing configurations according to your requirement. Serviceaide provides a list of service configurations. Following are the list of services and the respective mapping fields associated to it.
For more information, refer to Automation Workflow and Configure Services for Automation Workflows |
Conditional Branching | Conditional branching is the process of branching from one skill to the other. This is often useful when a user asks for a generic request and through the conversation parameters, you want to direct them to a more specific request. Custom rules can be defined for each conversation parameter within a skill. These Rules contain conditions that are evaluated after the user responds to the parameter and decide what skill to move to based on the user's response. As an administrator/developer, you can add and edit response options for custom skills. As a result, you can customize the response that Luma uses specific to your organization's requirements. For more information, refer to Conditional Branching and Skill Execution via Conditional Branching |
Transaction Enforcement and Monitoring | A new Dashboard metric is available that displays the number of transactions the user owned versus the number of transactions used. It helps the tenant administrator to ensure compliance with license agreements and purchase more transactions if necessary. |
Configure Multiple ITSM Connectors | Multiple ITSM connectors are supported in LUMA. The user can configure multiple ITSM connectors in the same tenant, both ISM and SDM can be configured and made available to a single Bot. For more information, refer to Configure Multiple ITSM Connectors |
Use Email Notifications for Skills | Skill fulfillment can be done in many different ways including a text response, web service call, or sending an email. Email is a simple and fast way to integrate with many other systems including Facilities, CRM or Service Desk applications. An Administrator can configure the email server and trigger emails from a specific email address. Email templates can be created to standardize outbound communications used during skill fulfillment. For more information, see Use Email Notifications for Skills |
Create Notification Templates | An administrator can trigger custom notifications to users from external systems using an API. The notifications can be in the form of text, images, or cards. They can be triggered to an individual, group of users, or to all Luma users. Notification templates can be used for both automated notifications and to manually trigger messages using the inbound API. For more information, refer to Create Notification Templates |
Execute Guest User Skill | Anonymous/guest users can now execute skills in Luma in customer's website without any log in credentials. By default, User Registration skill is available at the system level for the Guest users to register with Luma. Foe more information, see Execute Guest User Skill |
Usability Improvements | These are the list of usability improvements in the Skills Builder:
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Update | Description |
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Skill Name | Now, you can make “SkillName” available as the context variables to use in the fulfillment. For further details refer to Creating your First Skill. |
User Prompt Options |
For further details refer to Create Actions. |
Inbound Mapping | Context attributes set in the Inbound Mapping webservice in an action will be available during skill fulfilment. For example, @context.created_id Key can be used during the skill fulfilment. For further details refer to Creating your First Skill. |
User Prompt Options to be shown as Quick replies | The options defined in the User Response Options section are displayed as quick replies in the channel as Yes and No, and triggers the respective Sub-action. For further details refer to Create Actions. |
Response Type | In the Web Service Details tab, selecting the Response Type is optional. If the response is left blank, then the web service is invoked without sending any response to the user. |
Showing all tickets in a follow-ups without pagination | During the chat conversation in a channel, the follow-up ticket cards are displayed in a batch of 10 without pagination. For further details refer to Automated Follow-up Skill. |
Release 1.6.1 - September 2018
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Update | Description |
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Create Actions | As part of this release, a new feature Create Actions is added to enable a set of tasks that can be executed by the Skills Builder whenever it is invoked. Following are some of the key benefits of using Actions in Luma skills:
For further details refer to /wiki/spaces/CloudITSM/pages/786399233. |
Customize ITSM and System Skills | The user can now customize ITSM and system skills according to their requirement. The feature includes:
Note: During the version upgrade process, utterances are not modified. For further details refer to Creating your First Skill |
Release 1.6 - August 2018
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Update | Description |
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Manage Tenant Settings | The Settings workspace within Skills Builder allows Administrators to view and manage global settings, also called as tenant settings. These settings apply to all components within Luma and control areas such as your API access key, timeout settings for the Transfer to Agent Skill and helps you manage the users. For further details refer to Manage Tenant Settings. |
Manage Bot Configuration | The Bot Configuration page provides the bot details and includes two tabs – Bot Information and Follow-up. You can set variables that are specific to a bot in a single workspace. You can manage bot configuration such as the Natural Language Processing (NLP) threshold, Follow-Up Skills and General Settings. For further details refer to Manage Bot Configuration |
Define Roles and Permissions | This article defines the various roles and their permissions as part of User Management in Luma. The following table provides an overview of the various Roles available in Luma, and their respective Permissions as part of User Management. For further details refer to Define Roles and Permissions |
Create a SOAP Connector | Web Services allow you to build Luma conversations to connect to an unlimited number of third party and home grown applications. This makes Luma an incredibly powerful channel for user-driven automation and issue resolution. In the Web Services workspace you can add Connectors and Operations related allow Luma to connect to SOAP APIs. For further details refer to Create a SOAP Connector |
Bot Dashboard Overview | The Bot Dashboard is the home page of your Bot and displays the usage, user engagement, training opportunities, troubleshooting information and popular Skills as well as key navigation and configuration information. The Dashboard helps you understand key performance metrics for your bot. You can view the metrics for a selected period, maximum period being one year. The Bot Dashboard metrics help you to understand how effectively your users are leveraging the bot. The dashboard allows you to navigate to the related pages to view more details. Click the Training Opportunities tiles to navigate to the Training page; likewise, click the Troubleshooting tiles to navigate to the Troubleshooting page, and the Most Popular Skills tiles to navigate to the respective skills page. For further details refer to Bot Dashboard Overview |
Manage Users in Luma | Skills Builder allows you to add, edit, delete and deactivate users so that they can create, edit and test bots and skills in the Skills Builder UI, as well as leverage the Agent Chat Console and chat with Luma. If the Intelligent Service Management (ISM) or CA Service Desk Manager (SDM) Connector is configured, users are synced to the Luma platform automatically. Administrator can manage and add Luma specific roles such as Administrator, Developer, Analyst and Self Service User. Each role has specific permissions to use the Skills Builder. For further details refer to Manage Users in Luma. |
Send Luma Notifications using APIs | APIs are great interfaces to integrate different applications. An API exposes the functionality and features to the external applications. Luma provides an inbound API that allows external applications to interact with Luma, which can be used for scenarios such as notifying the bot users after completion of a service or request. For further details refer to Send Luma Notifications using APIs. |
Train Your Bot | To ensure the user phrases are properly matching to the skills, it’s important to train the Luma with periodic user data. Training is often referred to as 'Supervised training' since it involves training the NLP engine on how to better understand the user's language. The more phrases that the NLP engine has for a skill, the better it matches the phrases and even matches the skill to phrases that do not exist. For further details refer to Training your Bot |
Automate manual tasks using Follow-ups | The Follow-up process is a key feature available in Luma which eliminates manual and mundane tasks by automating the process to following up with various stakeholders. Follow-up can be done in various instances, for example, following up for pending approval, following up on pending customer information, or following up to close a resolved ticket. You can set the follow-up frequency and also the process Luma needs to perform in case the stakeholder does not respond to the follow-up messages. For further details refer to Automated Follow-up Skill. |
Release 1.5 - June 2018
As part of 1.5 release following features are available:
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