Release Notes

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

The following features and updates are included in this release:



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

The following features and updates are included in this release:



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.

  • New User: List of Users that interacted with the Bot for the first time in the selected period.
  • Self Service Users: List of Self Service Users that interacted with the Bot in the selected period.
  • Analyst Users: List of Analysts that interacted with the Bot in the selected period.

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

The following features and updates are included in this release:



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:

  • User Requests Metrics - Total User Requests and Total Agent Accepted Requests
  • User Exits Metrics - User Abandoned Requests
  • Agent Exits Metrics - Agent Abandoned Requests

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:

  1. When an Agent connects with the user, the timestamp for the conversation between the user and agent is captured and is shown in the agent chat console conversation.
  2. The text box expands to a maximum of 3 rows instead of the text scrolling horizontally as you type. 
  3. The Agent is notified when a user requests for ‘Transfer to Agent’. The alerts are prompted in the following ways.
    • The browser tab blinks
    • Alert sound to the Agent
    • Text ‘New user waiting’ appears in a pop up while hovered

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

The following features and updates are included in this release:



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

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

This release contains only bug fixes documented on the Published Fixes page.

Release 1.16.1 – February 2020

The following features and updates are included in this release:



Auto-authentication for Slack and MS teams using Channel Source Data

Enhanced user experience by enabling auto authentication of user on Slack and MS Teams using Channel Source Data

For more information, see Manage Tenant Settings

Questions for Non-English Tenants

New ‘Questions’ module is now available for non-English Tenants for simplified FAQs and Small Talks.

For more information, see Add Questions and Answers

Support Slash commands in LUMA for Slack channel with Dynamic Form support

Improved usability by leveraging channel specific features supported by Slack. Luma now supports Slash command and Dynamic Dialog for Slack channel.

For more information, see Using Slash Commands

String operations to read JSON response

String functions are now available to support inbound mapping and messages.

For more information, see Data Manipulation Functions in Luma

Other Enhancements

The following improvements are available as part of the release:

  • New content type "text/plain" is now available in Web Services to support user payloads in Web service Outbound mapping.
  • Luma now supports uploading attachments to SDM via chat channels using Email and Web service fulfilment. New OOTB skill to update SDM tickets with attachments is now available.
  • Error information for Follow ups are now available in Troubleshoot Logs.

Release 1.16 - December 2019

The following features and updates are included in this release:

Auto-authentication for Chat Channels

Improve customer experience by eliminating manual registration for users when chatting with the Bot for the first time on a new chat channel. Supported channels include Slack and WhatsApp.

For more information, see Manage Tenant Settings

Slack on Serviceaide Channel Framework

Slack is now available as one of the chat channels, supported on the Serviceaide Channel Framework, which allows for configuration directly in the Skills Builder Ui and improves performance by eliminating dependency on 3rd party software.

For more information, see /wiki/spaces/DOC/pages/1056834294

Other Enhancements 

The following improvements are available as part of the 1.16 release:

  • PATCH is one of the methods that is available in Web services in addition to GET, POST, PUT, and DELETE, to perform an Azure AD operation using Luma. It is used to update partial resources such as a field or a set of changes for a resource.
  • Enable/Disable welcome messages for new users using the ‘Show Welcome Message’ toggle button while configuring the Web Widget.
  • Title and Subtitle fields are added for Cards to be available as placeholders.

For more information, see Configure Web Widget

Release 1.15 - October 2019

Please note the release number 1.14 was skipped to align our internal and external numbering. The following features and updates are included in the 1.15 release:

Transfer to Agent Improvements

The transfer to agent process now supports multiple queues. When a user begins the transfer to agent process they are prompted to select a group that they want to chat with. For example, if a user wants to chat regarding an HR issue or an IT issue they can select the approriate group.

The Group object includes the following improvements to support this more flexible transfer to agent process:

  • Agent chat console shows the group/queue the agent belongs to.
  • The list of groups displays along with information on if any agents are active.
  • Allow an agent to transfer an active conversation to another group. This helps when the user's issue is better handled by a different group.
  • The 'Used For' setting is available in the group and selection is mandatory. This setting specifies if the group will be leveraged for  'Permission' to skills or the 'Agent transfer' process or both. If 'Agent Transfer' is selected only analysts and above are allowed to be in the group. If you select both 'Permission' and 'Agent Transfer' this group will be used for routing transfer to agent requests and permission on skills for Analyst and above roles.
    For more information, see Manage GroupsTransfer to Agent Skill, and Agent Chat Console
Agent chat metrics enhancement

An additional filter is available to filter the support groups and all the metrics are filtered for the individual group. ‘All’ option is available to view the aggregated metrics.

For more information, see View Agent Chat Dashboard

Support for triggering welcome skill on Web widget connection

An administrator can configure the Welcome Skill to be triggered while accessing the Web widget after completion of a skill. The Welcome Message should not be triggered from Web widget if the user is in conversation with Luma.

For more information see Configure Web Widget

Phone number in the contact sync from ISM to Luma  

An administrator can sync phone numbers populated in Intelligent Service Management(ISM) on a regular interval. 

For more information see Synchronize Users from CA SDM and ISM

Release 1.13 - August 2019

The following features and updates are included in this release:

Design complex multi-product workflows with the Automation Designer

A remodeled and improved Automation engine with a workflow designer is available in Luma. This includes the ability to launch multi-step workflows that connect to Active Directory, VMWare, Windows, Linux and more directly from a skill. Automation allows organizations to automate tasks on remote services, servers, applications, and hardware. It can dramatically streamline the way IT operates, shifting most or all of the system administration tasks from people to the system.

Please note Automation is an add-on license and not out of the box. To try Automation in your Staging environment contact your account manager or

To learn about the feature, see Automation

Communicate wait time to the user during Transfer to Agent process

Previously when an end user requested a transfer to agent, they would see a single message with no detail on when their request would be answered. With this release, the user will see the estimated wait time. This provides the user with visibility on how long they should expect to wait for an agent so that they can make a decision to wait or exit. The estimated wait time is calculated by the previous seven days average wait time.

For more information, see Manage Agent Chat Console Settings#AgentChatAvailability.

Service Desk Business hours for Transfer to Agent 

To improve the user experience, a Service Desk Administrator can now set the business hours for when the Transfer to Agent process will be available. As a result, when a user makes a request outside the business hours, the user will get an immediate response about the unavailability of agents with a custom message defined by the administrator.

For more information, see Manage Agent Chat Console Settings#AgentChatAvailability.

Configurable create ticket action from Agent Chat Console 

An Agent can create a ticket from Agent Chat Console in any configured Service Management or ticketing system. The Administrator can configure a web service operation to create a ticket by selecting the Web Service Connector and the respective Web Service Connector Operation.

For more information, see Manage Agent Chat Console Settings#CreateTicket.

Warn on duplicate phrases across skills

Ensuring that user phrases match the correct skill can be a difficult task, especially in support organizations where there are many similar requests. Multiple skills may have the same phrase in them making it hard for the Natural Language Processing (NLP) to match the right skill. Using the Training module assists in improving NLP matching and in this release, a new phrase validation feature is available. In the phrases section of a skill, a developer or administrator can understand potential conflicts by viewing duplicate exact match phrases across skills.  

For more information, see Creating your First Skill.

Customer configurable Exit/Abort Flow 

Build a custom experience for when a user exits a skill, which provides insight into trends of how users are interacting with Luma. The Abort tab helps Administrators customize how users exit a skill before fulfillment occurs and how the bot will respond afterward. 

For more information, see Manage Aborted Skills.

Customer configurable Fallback/Post Fallback Flow As an Administrator/Developer, you can build a custom experience for when a user enters a phrase that the NLP engine doesn’t understand. An Administrator and developer can do the following:
  • Configure how the bot should respond when the user's input does not match any skills.
  • Define when the fallback skills will be triggered to the user and what message should be displayed.
 For more information, see Manage Post Fallback.
Customer configurable Bot specific threshold validation message and responses

Administrators and developers can customize how the bot responds after the configured skill matching threshold value is reached. The customers can have more control on how the bot reacts to low NLP matches by defining messages and suggested skills for each process.

For more information, see Manage Threshold Validation.

ITSM skills are editable ITSM skills can now be edited which was not possible earlier. 

Release 1.12.1 - July 2019

The following features and updates are included in this release:

User RegistrationLuma 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:

  • Use the new 'Image URL' field on skills to set an image for the Skill. This will be shown in card format when the skill is shown in the carousel format for the Welcome Skill. The Image URL field supports all major image formats and the image dimensions are chat channel-specific. 
  • Skills that do not have an image defined in Image URL will continue to display as a card without an image.

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.

Release 1.12 - June 2019

The following features and updates are included in this release:

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:

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
  • In Web Widget, when transfer to agent is triggered and an agent accepts the chat, all the messages sent from the agent will show the agent's name and the generic agent avatar configured for web widget. To customize the agent icon in web widget, see Customize Web Widget Styles.
  • In other chat channels, when an agent types a message through Agent chat console, all the messages will have the agent's name as prefix. For example, Chris Gupta says <message>.

For more information see Agent Chat Console

Release 1.10 - March 2019

The following features and updates are included in this release:

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.

Release 1.9 - February 2019

The following features and updates are included in this release:

KPIs for Training and Skills

The Bot Dashboard provides addition insight into usage, NLP accuracy and transactions usage. The following metrics have been added or improved:

  • Unmatched Phrases - The percentage of phrases entered by users that did not match a skill. Calculated as unmatched phrases divided by total phrases. Previously this metric was a number and is now a percentage. Click the metric to go to the Training workspace.
  • Aborted Skills - The percentage of skills that were exited early by users. Calculated as aborted skills divided by total executed and aborted skills. This was previously a number and is now a percentage. Click the metric to go to the Training workspace.
  • Average Accuracy of the Bot - Indicates how accurate the bot is at matching user phrases to skills. A lower number indicates that more skills, training and phrases may be required. Calculated as the average NLP score of all entered phrases.
  • Total Phrases Trained - The number of phrases added to skills by type of training during the selected time period. User Assisted training is based on phrases added when Automated Training is enabled. For more information on how to enable Automated Training, see Manage Bot Configuration
  • Percentage of Skills that Fall Below the Required Threshold - The percentage of skills that are not meeting the configured NLP threshold. When a phrase does not meet the threshold a user will be prompted with the Validation message. To view your configured NLP Threshold, see Manage Bot Configuration.
  • Number of Skills that Contributed to 80% of Bot Conversation Transactions - The number of skills that together contribute to 80% of the bots conversation transactions. This provides insight into the skills that are having the highest impact on users.

For more information, see Bot Dashboard Overview.

Subscription Management - Enforcement and Monitoring 

Subscription Management focuses on ensuring that Administrators have all the information they need on their current Luma licensing and transaction usage. This area of the product has been enhanced to provide further insight into licensing and renewals..

  • Automated Workflow transactions are tracked separately from Conversation transactions.
  • When either Conversation or Automated Workflow transactions reach 75%, 85%, 95% of the limit, an email is sent to the Billing and Technical contacts
  • At 95% auto-refill is done if Auto-refill option is enabled. 

Please contact your Serviceaide account manager or if you have any questions about your subscription or activating Automation.

For more information on Subscription Management, see Subscription Information.

Launch Agent Chat Console from Skills Builder

Now all authorized users, analyst and above roles, can launch Agent Chat Console from Skills Builder regardless of your ITSM system. A new icon is available on the left navigation pane in the Skills Builder to launch Agent Chat Console. A new browser tab will open for Agent Chat Console.

For more information, see Agent Chat Console.

Ordering Welcome Skills

Administrators have more control to create a custom welcome experience for each user role in Luma. This includes setting the order of skills within the Welcome Skill. The following enhancements are available:

  • Bulk update the skills that are included in the Welcome Skill directly from the Skills list grid. Select the skils you want to add or remove using the row check box and then click the button at the bottom of the grid.
  • Set the order of skills for each role under Bot Configuration. Skills can be shown in alphabetical order by name (A-Z or Z-A), based on total executions (most executed skill to least executed) or a custom order set by the administrator.
  • The custom order option allows the Administrator to drag and drop skills into a custom order for the selected role.
  • A new 'Display Permitted Skills Only' option will limit the skills shown in the Welcome to only those that are specifically assigned to that role. For example, if the Display Permitted Skills only option is selected for Analysts, that means analysts will not see skills for lower permission groups such as those in assigned to the Self-Service role.

For more information, see Define Welcome Skills.

Global User Attributes

An Administrator can create up to 10 custom user attributes within Settings/Tenant Information. These attributes can be used across all users and all skills with the following format @user.custom.<global attribute name>. 

Global User Attributes are helpful in setting a value from one skill and using it in other skills. They can be set on session start of the Web Widget or using Set Value within a Skill. The value of a Global User Attribute is stored until it is overwritten. For example if it is to be used across all users and skills. Global user variables can be used across skills and are used to set the users context in the channels.  

For more information see Manage Tenant Settings.

Transfer to Agent Available in Actions and Rules 

Administrators and developers can now build conversations that trigger the transfer to agent process based on user input. This is useful if the user wants to escalate during a conversation or is confused and needs to talk to a person.

Transfer to agent can be triggered from Pre-conversation actions, Conditional branching rules and Post fulfillment.

For more information see Transfer to Agent Skill.

Release 1.8.2 - January 2019

The following features and updates are included in this release:

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.

Release 1.8.1 - December 2018

The following features and updates are included in this release:

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:

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:

  • Set Fields/Clear Fields on rules. Using these options the administrator can set different values other than which is captured in the previous skill and an option to reset all the captured values when branching. This functionality provides the user the ability to clear a specific field value or all field values which you defined in the skill earlier and also set fresh values for fields according to the requirement. 
  • Define Custom Criteria: In addition to Match All and Match Any, administrators and developers can now define custom criteria to evaluate conditions within a rule. For example a custom criteria could be Condition 1 and (Condition 2 or Condition 3). This allows much more flexible branching based on user responses.

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 builder administrator 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 at

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:

  • Add default cursor locations to all screens
  • Move Training from the main navigation menu (left navigation panel) to under Bots. It is now accessible only from the Bot Dashboard. This was done as Training is specific to a single Bot and is not shared across bots.
  • Skill Key fields now support Conversation Parameter names in addition to @Conversation format
  • New Filter and filter tags on skills list screen

Release 1.7.2 - November 2018

This release contains only bug fixes documented on the Published Fixes page.

Release 1.7.1 - October 2018

This release contains only bug fixes documented on the Published Fixes page.

Release 1.7 - October 2018

The following features and updates are included in this release:

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.

  • Active Directory
  • Linux System
  • Microsoft Windows
  • Serviceaide
  • VMWare

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:

  • Visual indicator for default sort order on grids, sort order preference persists.
  • Skill list filter persists when moving back and forth to skill detail page.
  • Set default cursor location on all screens.
  • Clean up of moving from new web services operation back to connector.
  • Fix button styling/consistency issues.
  • Clean up label case inconsistencies.

Release 1.6.3 - September 2018

This release contains only bug fixes documented on the Published Fixes page.

Release 1.6.2 - September 2018

The following features and updates are included in this release:

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
  • This section is used to prompt the user with a message and configuring system actions based on the user response.
  • Entering user prompt is optional. If the user prompt is left blank, then associated skill will be executed without the user prompts.
  • Each user's response can be configured to invoke a Sub-action.

For further details refer to Create Actions.

Inbound MappingContext 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.
For further details refer to Create Actions.

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

The following features and updates are included in this release:

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:

  • Encourage users to leverage existing resources before going through a well-formed ticket skill
  • Reduce the cost of support
  • Track success with a closed ticket behind the scenes

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:

  • Add and remove ITSM and System skills.
  • Edit existing phrases, prompts, and text responses etc.

Note: During the version upgrade process, utterances are not modified.

For further details refer to Creating your First Skill

Release 1.6 - August 2018

This release contains bug fixes and new features called out below.


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 SettingsFor 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-upsThe 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:

  • Test Bot
  • Agent Chat Console
  • SDM Connector
  • Training
  • UI localization
  • Edit Bot
  • Generic Rest Connector
  • Skype for Business on Premise

Release 1.4 - April 2018

As part of 1.4 release following topics features are available:

  • Change Password
  • Creation of Bot
  • Creating channel
  • Copy or Duplicate a Skill
  • Administration Guide to SDM Connector
  • Enabling the Channels
  • Resolution Follow-Up
  • Machine Learning Configuration
  • Configuring Web Widget and DirectLine Channel