Release Notes

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 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

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

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 Groups, Transfer to Agent Skill, and Agent Chat Console

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

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

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

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 info@serviceaide.com. 

To learn about the feature, see Automation

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.

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.

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.

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.

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.

• 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.

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.

The default role associated with users after registration is Self Service User.

For more information, seeCreate a Custom User Registration Process.

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.

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.

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

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

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

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

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

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

• 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

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.

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.

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.

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 

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

Now, you can configure your bot to communicate with users via Google Hangouts.  

For more information, refer to Configure Google Hangouts

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 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

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.

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

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

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

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

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.

Now, you can make “SkillName” available as the context variables to use in the fulfillment.

For further details refer to Creating your First Skill.

• 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.

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.

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.

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.

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.

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