Release Notes

Release 2.17.1 - September 2022

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

Release 2.17 - August 2022

FeatureDescription
Automation Workflows in Skill Builder

You can now trigger the Legacy and Automation Designer workflows as part of your Luma skills. For a Luma tenant with integration to Serviceaide Automation, the Legacy workflows and the workflow configured in Automation Designer can be added as conversation steps in the skill. This is managed at the tenant level.

Note: For new tenants or first-time Automation configurations, only Designer workflows are enabled. The Legacy workflows can be enabled on-demand from the backend.

Improvements on Dashboard

Following are the new updates available on Luma Dashboard:

  1. Skill Adoption Report on Usage Dashboard now includes execution count for branched skills.

  2. You can now exclude specific skills from the Skill Adoption report. Use the new filters to select the skills to be excluded. The Dashboard data and the exported report honor the selection and remove the excluded skills.
  3. The default Date Range filter on the KPI, Usage, and Support Agent Dashboard is now updated to "Last 24 Hours".
  4. The Survey Report on Usage Dashboard now includes User Role, User Group, User Status, and Channel.
  5. The Survey Report should display the actual skill that triggered the survey instead of the parent skill

New Transformation function

Support for the new transformation function Custom Date format - Using Epoch Seconds Time to convert Epoch time in seconds to date time in the specified timezone and format. For more information, refer to Using Transformation functions

Other Improvements

Following are the other improvements that are part of the release:

  1. Performance improvements in the Dashboard report download in an excel sheet.

  2. You can now view the Conversation start and end time in the conversation history timeline.
  3. Luma now supports Media files (audio, video, document, sticker) as attachments.
  4. You can now see the Chat in progress indicator in your Luma-supported channels. The indicator is displayed whenever Luma is processing a user request and preparing a response. 
  5. Command prefix, used to initiate a skill or system command, is now optional.

Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.

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

Release 2.16.4 - July 2022

FeatureDescription
Improvement in Conversation History

Integration Execution logs in the Conversation History page now display the execution start and end time. You can view the information based on when the integration is invoked from the action server and the operation is executed in the target system.

Technical improvements

Following technical improvements are part of this release:

  1. The maximum waiting time for the end user when connecting to the Support analyst is now updated to 60 minutes.
  2. Improved Bot performance. During dialog training, unwanted objects such as bot response messages are not exported to the Domain YAML file. This reduces Bot load and reduces the Bot reload time.

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

Release 2.16.1 - May 2022

FeatureDescription
Technical Improvements

Following technical improvements are part of this release:

  1. Actuctor APIs that expose Health check metrics (“/gateway/actuator”) are now restricted and cannot be accessed from outside. This ensures that sensitive information is not exposed.

  2. Nginx is upgraded to the latest stable version (1.20.2) across all Luma components.

  3. TLS 1.0 and 1.1 is disabled across all Luma load balancers

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

Release 2.16 - May 2022

FeatureDescription
VSA performance optimizationTechnical updates to improve the performance of the Bot. The change optimize the Virtual Agent's response time during conversations.
Web Widget update

Luma Web widget bot icon is updated to new Luma Agent icon. Note: For the change to take effect, update to the Web Widget configuration files.

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

Release 2.15.5 - April 2022

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

Release 2.15.4 - April 2022

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

Release 2.15.2 - March 2022

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

Release 2.15 - March 2022

FeatureDescription
Improved KPI calculations 

Luma Virtual Agent now enables you to conditionally set your KPIs during Skill execution. You can now calculate Luma KPIs as part of parent as well as sub-skills. New Conversation Item 'Set KPIs' allows the Skill developers to calculate or update KPIs as required during a conversation. Additionally, KPIs can also be updated as part of Rule conditions.

For more information, refer to Create Skill

NoteFor your existing skills, the KPIs metrics configured at the skill level are migrated as the last step in the conversation flow. You might see a difference in KPI calculations for the existing skills as the KPIs will now be calculated on the last branched skill instead of the parent skill. In case the skill branches to a sub-skill, KPIs will not be calculated until reconfigured. This is because prior to the 2.15 release, Sub skills did not support KPIs.

It is recommended that you review the existing skills and update the KPI configurations appropriately.

Export KPI Dashboard

Download your KPI Dashboard information into an excel file. You can now generate a single report with the information on all the KPI metric measurements available on the Luma KPI Dashboard. You may filter the information on various columns such as KPI Metric Type, dates, Session ID, Channels and view the reports as required. 

For more details, refer to KPI Dashboard

Download User Adoption and Training Opportunities Metrics

You can now download and view detailed information on the 'User Adoption' and 'Training Opportunity' for your Bot. Luma VA now allows you to download the following metrics available on the Luma Usage Dashboard. 

  • Unique Registered Users
  • New Registered Users
  • Average Registered Users Chat Time
  • Unmatched Phrases
  • Average NLP confidence score
  • Ambiguity Occurrences

For more details, refer to Usage Dashboard

Whatsapp via Infobip updates

Following are the updates on Whatsapp via Infobip chat channel:

  1. Skill Developers can now add descriptions for each Interactive List item displayed to the users. When the skill is executed via Infobip Chat Channel, the descriptions are displayed to the end-user. For the other channel, the description text is ignored.
  2. You now provide a specific title to the Interactive Lists or quick replies list. This is apart from the prompt text message. For other channels, the title is ignored.

For more details, refer to Create Skills.

New views for Custom Reports

You can now create custom reports on LUMA usage information. The following database views are now available to expose the customer information which can be used to create reports:

  • vsa_channel_accounts_view contains the users and channel account details of users in Luma VA
  • vsa_skills_view contains the details of skills available in the bot 
  • vsa_conversations_view with details on the conversations initiated in the bot
  • vsa_kpi_measurements_view with details on the various KPI measurements on Luma Dashboard.

New Conversation context variables 

You can now use the End user conversation while creating ticket via Luma Virtual Agent. The new Conversation context variables 'Transcript Json' and 'Transcript Text' are used to capture the complete transcript of the user conversation which can be used as additional information when creating a support ticket or any other skill creation.

For more information, refer to Use Variables in Skills

Other Enhancements

Following are the other enhancements that are part of the release:

  • Text changes across the Bot builder UI to support White Labelling.
  • All Luma Reports are now generated in Excel format instead of CSV. This ensures that the reports show up correctly and in the required format.
  • New events for KPI Calculations in Conversation History. For more information, refer to Conversation History

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

Release 2.14 - January 2022

FeatureDescription
New Luma API 'Get Channel Account Records'New Luma API 'Get Channel Account Records' is available. The API enables the skill developers to retrieve the list of channel accounts for users available in Luma VA. You can also filter the user list based on details such as contact ID, username

For more details, refer to Luma APIs for User Registration → GetChannelAccountsRecords
Improvement in Luma Knowledge and Luma Virtual Agent IntegrationLuma Knowledge - Luma Virtual Agent integration is updated as part of the release. Luma VA does not send Small talk and System skill phrases to Luma Knowledge. This avoids the inaccurate knowledge gaps in Luma Knowledge.
Improvement to Web WidgetYou can now configure your bot to initiate a custom skill every time the web widget is reopened. By default, the Welcome skill is triggered when the web widget is opened after the initial conversation.
Other Improvements

Following are the other enhancements that are part of this release:

  • Log4j vulnerability in Luma VA is now fixed.
  • During the user registration process, when a user clicks on the validation link, Luma now shows a user-friendly message instead of the current JSON message.
  • In case, the identified skill is inactive or the user does not have access to execute the skill, the user is now be redirected to the fallback. Instead of the current skill permission message, fallback skills are presented to the user.
  • You can now configure quick replies in the notification message.

Release 2.13.2 - December 2021

FeatureDescription

Presenting Knowledge through Luma Virtual Agent

Luma now avoids duplicate Knowledge Articles that are related to more than one topic. In a Article list view, a Knowledge article with multiple relevant topics is displayed under the topic with the most matching topic (highest posterior probability).

New KM context variables

You can now use KM context variables to refer to below Knowledge and Article information:

  • Topics: @{vsaDecision.knowledgeArticle.topics}
  • Pagination: @{vsaDecision.knowledgeArticle.pagination}

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

Release 2.13.1 - December 2021


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

Release 2.13 - December 2021

The following updates are included in this release:
FeatureDescription
Web Widget Enhancements

Following improvements on Web Widget are part of this release:

  • Realignment of elements such as Cards, Text Messages, borders on Web widget Cards to remove the extra spaces.
  • Content Alignment issues when viewing Knowledge Artifacts inside the Web Widget are now fixed.
  • Width restrictions on Card messages are removed to ensure that long display text is not truncated.
Improvements in Suggest Skills

Suggest skill display is now enhanced to automatically convert Quick Replies to Card display in case of more than 10 Skill suggestions. Luma Virtual Agent automatically converts the display mode to Cards if more than 10 Skill Suggestions are configured. The skills are displayed in groups of 5 buttons on each card. For MS Teams channel, the skills are grouped in sets of 6 buttons.

For more information, refer to Customize System Skills behavior

Configurable display order in Service Catalogue

You can now customize the Skill display order for the Service Catalogue. As an Administrator, you can configure the Display Order and Type for the skills list. When a user requests to Browse Service Catalogue, skills can either be displayed alphabetically, based on the Last updated date or popularity i.e. number of executions.

For more information, refer to Browse Service Catalogue

Support for Interactive Reply Buttons Whatsapp via Infobip Chat Channel

Infobip Whatsapp supports Interactive Reply buttons and Lists. Luma VA can now present up to 3 options as Reply button or Quick Replies. For more than 3 options are automatically presented as a List. End-users can now respond to bot messages using the Reply buttons or by selecting the required option in the list.

For more information, refer to Configure Whatsapp via Infobip

Other enhancements


Following are the other enhancements that are part of this release:

  • New Columns User Role and User Group are added to Usage Dashboard → Conversations Report.
  • You can now add a space at the end of the command prefix. This allows the user to trigger commands with a space between the prefix and command such as, "Luma exit", "Luma skip".

Release 2.12 - November 2021

The following updates are included in this release:
FeatureDescription
Feedback Survey

Feedback Surveys are now available in Luma Virtual Agent. You can now send a Satisfaction Survey and Feedback request to end-users after skill execution and completion of the User-Support Agent conversation. The survey response can be used to calculate Customer Satisfaction Ratings for your bot. The Survey can also be triggered as part of specific skills. You can use the OOTB Survey or create a customized survey specific to your Bot or skill.

For more information, refer to  Customer Feedback and Satisfaction Survey.

Customer Satisfaction Metrics on Usage Dashboard

View your Customer Satisfaction ratings on Usage Dashboard. A new section 'Satisfaction Survey' is now available on the dashboard that provides cumulative information on the Surveys triggered to end-user by the Luma Virtual Agent. The metrics include the conversations from all Chat channels configured for your tenant (except the Test Widget).

For more information, refer to Usage Dashboard.

Email integration

Luma Virtual Agent now supports Email integration that enables the system to send emails to end-users. As an Administrator, you can configure the email server for your tenant. Email integrations can be added to a Skill as a conversation item. You can also create multiple email templates and use the same in Skills on a need basis. This reduces the redundant and manual effort of writing and Email configuration every time an email needs to be sent. 

For more information, refer to Email Integrations.

Improvements in Export and Import

You can now export Feedback Survey Configurations and Email Integrations from one bot to another. The configurations can be exported and imported into a target environment. When exported, all relevant entities such as Email Server instances, Templates are also exported.

For more information, refer to Bot Export and Import.

Other Improvements

Following are other improvements that are part of this release.

  • Luma VA now supports sending follow-ups to a list of Users. You can now use List Datatype in the User reconciliation field and send follow-ups to a list of Users. Note: Use the LIST type attribute to map the User list in a JSON list.
  • New events for Feedback Survey and Email Integrations in Conversation History. For more information, refer to Conversation History

Release 2.11 - October 2021

The following updates are included in this release:
FeatureDescription
Improvements on Skill Suggestions

Following are the improvements on Suggested skills:

  1. Customize user experience based on the User Group available in your tenant. In addition to the default groups, you can now configure Skill Suggestions for the Custom User Groups in your tenant.
  2. Avoid configuring Skill suggestions for each Category and User Groups manually. You can now inherit Suggest Skills from the 'Welcome/What can you do' section to other categories such as Fallback, Abort/Exit, Transfer to Agent. The skill suggestions configured for 'Welcome/What can you do' category are automatically applied to the Default groups in the selected Category. 
  3. You can now present Skill recommendations to end-users post the User-Support Agent conversation. The Skill Suggestions configured in 'Welcome'/'What can you do' section can now be used to display skill recommendations upon completion or termination of User and Support Agent conversation.

For more information, refer to Customize System Skills behavior

New Help Menu

A revamped Help menu with shortcuts to the important documentation and contact details, such as  Product documentation, Training Videos, Training Portals, Support Contacts.

For more information, refer to Bot Builder Overview.

Update on Usage Dashboard

A new metric/report based on Conversations in Luma Virtual Agent is now available on the Usage Dashboard. The report provides information on all the messages sent by the End-Users, Support agent, and Virtual Agent.

For more information, refer to Usage Dashboard

Export-Import Skill Suggestions

You can now Export and Import Suggest Skill configurations from one bot to another. Skill recommendation and skill definitions can be exported and imported into a target environment.

For more information, refer to Bot Export and Import

Other enhancements

Following are the other improvements that are part of the release:

  1. New updates on Google Chat Channel configuration. Additional configuration is required to use Google Chat as the chat channel. For more information, refer to Configure Google Chats.
  2. Now you can use the original user phrase as a context in the skill definition. This enables the skill developers to use the original user request in the skills presented to end-users along with Knowledge Article or in case of fallback.

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

Release 2.10 - August 2021

The following updates are included in this release:
FeatureDescription
Luma Knowledge Debug logs on Conversation History

You can view the Luma Knowledge Search logs for the Knowledge Searches performed through Luma Virtual Agent on Conversation History. The debug logs provide information such as metadata identified, matching Artifacts found, filters applied, Confidence score, etc. that enables the Administrator to understand how the request is processed in Luma Knowledge and presented to the user on Luma Virtual Agent.

For more information, refer to Conversation History.

Agent Chat Console ImprovementsFollowing improvements are done on Agent Chat Console:
  • The Agent and User chat timeout can now be set to a maximum of 60 mins.
  • User Idle and Agent Idle timeout behavior is updated. During the User-Support Agent conversation, Agent Idle timer is now reset as soon as the Agent responds to the user. Similarly, User Idle timer is reset, once the user responds to the Agent's message. This ensures the conversation expires when the appropriate time out is reached.

For more information, refer to Manage Agent Chat Console Settings.

Support for WhatsApp (via infobip) as a chat channel

WhatsApp via infobip is now available as the supported chat channel on Luma Virtual Agent. The End-users can chat with the Virtual Agent and execute pre-configured tasks via Infobip WhatsApp.

For more information, see Configure Whatsapp via Infobip.

Other enhancements

Following are the other improvements that are part of the release:

  • The third-party Integration operation timeout limit is now increased to 5 mins (300000 ms).
  • The User Sync tool can now filter and sync users in ISM based on their Organization. The new parameter "orgNames" allows administrators to sync users associated with a specific organization(s). Add a comma-separated list of one or more organization hierarchy paths as per ISM naming conventions
  • New SDM Connector API to add Worklog to Change Order. You can now add a Worklog to Change Order ticket type in SDM using a Luma Skill.

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

Release 2.9.1 - June 2021


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

Release 2.9 - June 2021

The following updates are included in this release:
FeatureDescription
Conversation Flow

Display welcome skills upon successful registration of a new user using a custom registration skill. You can now trigger or branch to 'Welcome/what can you do" System skills from a Ruleset in a skill's conversation flow.

For more information refer to Rule Set Overview 

Bulk User Import Improvement

Bulk Import APIs are updated to avoid the creation of unwanted inactive users from any source system to Luma VA. The Bulk import process ignores the inactive users in the source systems such as ISM and adds only active users to Luma.

For more information, refer to Bulk Import Users and Groups via API

Enhancements to Default Support Team Group

Following are the enhancements to 'Default Support Team'group in Luma:

  1. You can now add or remove users from the Default Support Team group.
  2. When a new Support Agent is added to Luma VA through Bulk upload, the Agent is not added to the Default Support Team group if they are part of another custom support group, already available in Luma VA.
  3. Group purpose for 'Default Support Team' group is set to 'Support Group' and cannot be changed.

For more information, please refer to Define Roles, Permissions, and Groups and Manage Groups

Updates on Agent Chat Console

Following are the updates on Agent Chat Console:

  1. Agent Chat console is not accessible to the Support Agents who are not part of any active support groups in the Luma.
  2. 'Default Support Team' now appears in the 'Transfer to Another Group' process when the group is within business hours and the Support Agents are available online.

For more information, please refer to Agent Chat Console

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

Release 2.8.1 - May 2021

The following updates are included in this release:
FeatureDescription
Suggest Skills

Following are the improvements on Skill Suggestions:

  1. You can now add up to 50 Skill recommendations to be presented after System Skill execution.
  2. For a Custom Skill, Suggest Skill step can be added only once in the Conversation Flow. Up to 50 skills can be added as Suggest Skills.
  3. For customers not subscribed to Luma Knowledge, the 'Explore Knowledge' System Skill does not appear in the Suggest skill dropdown.

For more information, refer to Customize System Skills behavior and Create Skills

Release 2.8 - April 2021

The following features and updates are included in this release:
FeatureDescription
 JSON and XML datatypes for Global and Custom User attributes

You can now create Global attributes and User Custom Attributes of  “JSON” and “XML” data types. The attributes can be used the JSON and XML data received from third-party integrations. These attributes can be used only for populating values in the conversation flow. It cannot be used for prompting the end-user for input.

For more information, refer to Create Attributes

Improvements in Luma Notifications API 

Luma Notification API has now been simplified. To reduce the complexity in composing simple text messages from external integrations, a new field “textMessage” has been added to the Luma notification API payload. You can directly populate the message in the field, instead of composing the JSON template in the “message” field.

For more information, refer to Sending Notifications to Users From External Applications

Luma 1.x migration to Luma VA 

You can now migrate your Luma 1.x bot to the latest Luma Virtual Agent. The migration will copy your Skills, Integrations, Attributes, Configured Followups, and other components from 1.x environment to Luma VA.

The Migration can be performed by the Serviceaide Operations team. You may get in touch with the Serviceaide Support team for more details.

Transforming ISM Service Catalog to Luma Skills

You can now utilize your existing Service Catalog Items in ISM, to create tickets through Luma VA. Your existing workflow processes in ISM can be exposed as Skills in Luma VA, which can be used by End-users to create tickets via the Virtual Agent. 

The Serviceaide Operations team can perform the transformation for your environment. You may get in touch with the Serviceaide Support team for more details.

Build and Publish Improvements

Technical improvements in the Luma training module to reduce Build and Publish time for your Bot. Luma VA now supports incremental training using virtual pools of objects, created and trained on Tenant provisioning. On each skill or attribute creation, the build and publish process only triggers NLP training, if a pre-trained pool of objects is available. This helps in avoiding Dialog training on every new skill or attribute creation, reducing the Bot training time. If the pool of Objects is exhausted and reaches the threshold, A new Object pool is created and trained.

Configurations to manage the pool size and thresholds, objects.pool.size and objects.pool.consumption.threshold is configured at the Tenant Level. You may get in touch with the Serviceaide Support team for more details.

Note: We will run Build and Publish along with the rollout to activate the feature.

For more information, refer to Build and Publish

Other enhancements

Following are the other enhancements done as part of the release:

  • Improved Skill execution behavior: Luma VA now checks for the empty attributes at every Conversation step. Instead of validating at the user prompts, the Virtual Agent now looks for the empty attributes at each step. The user is prompted for information and the Subsequent conversation steps are executed
  • You can now add more than 10 Quick Replies for attributes in your Skill.
  • You can now set your local time zone as your Bot Time zone. The DateTime values in your skills now resolve to the configured time zone. Contact Serviceaide support team to configure the Bot Time zone.
  • New transformation function Custom Date format - ISO Zoned Date Time to convert ISO DateTime in your Bot time zone to a specific timezone. For more information refer to Using Transformation functions
This release also contains bug fixes documented on the Published Fixes page.

Release 2.7.2 - March 2021


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

Release 2.7.1 - March 2021


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

Release 2.7 - February 2021

The following features and updates are included in this release:

FeatureDescription

Follow-ups Enhancements

Following are the enhancements on Follow-ups:

  • Post Follow-up actions are now available. You can configure actions or updates to be executed once the follow-up activity is complete.
  • You can now export Actionable Follow-ups from one Bot to another without the need to manually recreate the same.
  • Looping element and Data Reconciliation ID are now mandatory fields to create Follow-ups.

For more information, see, Follow-up.

Luma VSA & Knowledge flow enhancements

Following are the user experience enhancements on Luma Virtual Agent and Luma Knowledge integration:

  • You can customize the bot responses displayed to the end-users with results and topic selections when the bot delivers knowledge and services.
  • On Web Widget, you can now view Knowledge Articles within the channel instead of a new browser tab.

For more information, see, Knowledge & Services Settings.

Automation Updates

Automation in Luma allows 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 on Luma Virtual Agent 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 Luma Automation

Build and Publish Improvements

You can configure NLP Tuning parameters NLU Training Epochs and Dialog Training Augmentation Factor to improve the Build and Publish time for your Bot. 

For more information, see Bot Settings.

Skill Suggestions in Skills

Suggest Skill is now available as a Conversation flow item in a Skill. You can configure a list of skill recommendations to be presented to the end-user post skill execution. It enables the administrator to guide the end-users to relevant skills after the successful execution of the current skill.

For more information, see Create Skills.

Agent Chat Console Enhancements

Following are the enhancements on Agent Chat Console:

  • You can now export Agent Support Actions from one Bot to another without the need to manually recreate the same.
  • Support Agent Action form now pops out to accommodate more space and fields in while executing an Action on user’s behalf.

For more information, see Support Agent Actions.

Throttling (guardrails) of user messages

You can now restrict the number of messages that can be sent by Registered and Guest Users to your bot. This is implemented as a security mechanism to prevent any malicious attacks on the users' sensitive data or attempt to overrun Bot to slow it down.

For more information, see Tenant Information.

Luma APIs to Custom User Registration process

Luma now provides APIs that enable you to design Custom User Registration processes with additional authentications such as OTP verification.

GetContact and MapUserToChannelAccount APIs enable you to retrieve and associate the verified channel user id with Luma VSA User Id

For more information, see Luma APIs for User Registration and Create a Custom User Registration Process

Enable Call-back on Web Widget

You can now customize Web Widget embedded on your application to parse user’s input and perform an action on your parent page such as browsing to a new tab, navigating to a section in the page, redirecting to a new webpage, setting an attribute value, etc, in addition to executing a skill in your bot.

For more information, refer to Configure Web Widget.

Other Enhancements

Following are the other enhancements done as part of the release:

  • Luma VA now supports German, Danish and Norwegian languages in NLP, Luma Bot Builder UI, and Agent Chat Console.
  • Out-of-the-box Small talk content has been optimized.
  • A copy attribute button is now added to copy the attribute identifier to use it as context variables in Skill creation, Integration, or Support Agent Action.
  • Click on About in the left navigation to view the current Luma Virtual Agent version for your environment.
  • You can use Sync values as buttons option to replicate values configured in Values and Synonyms to Prompt Quick replies and Cards button in attributes.
  • Filters preferences on Dashboards now persist.
  • Empty spaces are not allowed in mandatory fields across the application.
  • User Conversations through Test Widget are not considered for calculating the metrics on Dashboards and License consumption.
  • Source and Source Type fields are now available in the User's list in User Management.
  • Set attribute fields realigned to improve usability.
  • You can configure Auto Refresh Time for Agent Chat Dashboard Live Metrics.
  • Attributes and Integrations control names are now consistent throughout the application.

Release 2.6.1 - December 2020


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

Release 2.6 - December 2020

The following features and updates are included in this release:

FeatureDescription

Central Repository for Tenant Correlation

As a Super Administrator, you can now use Central Repository to associate the tenants in various Serviceaide products such as Luma Virtual Agent, Luma Knowledge, Intelligent Service Management, thereby enabling the products to work together seamlessly.

For more information, see Central Repository.

Bot Usage Dashboard

Bot Usage Dashboard is now available in Luma Virtual Agent. The Dashboard provides the Administrators with an insight on how the bot is being utilized in your organization. Various metrics on the Dashboard help the administrator monitor Skills utilization, Subscription Usage, User Adoption, and identify training opportunities for the bot.

For more information, see Usage Dashboard.

Agent Chat Dashboard

Luma Virtual Agent now provides Agent Chat Dashboard for Administrators. The metrics on the Dashboard provide managers with real-time and historical insight into the Transfer to Agent process. This helps monitor the performance of support agent groups and plan for staffing levels based on volumes.  

For more information, see Agent Chat Dashboard.

Luma VSA & Knowledge flow enhancements

Following are the enhancements on Luma Virtual Agent and Luma Knowledge integration:

  • Message and format updates for Knowledge Articles and Skill Suggestions
  • Web/Test Widget changes to make message optional for Card, Quick replies & Image formats
  • Remove Default Card Images for Services & Knowledge Articles
  • User conversation is open until the user types a new request.
  • In case there are notifications pending to be delivered to the end-user, the notifications are delivered after the conversation end or timeout.

For more information, see Accessing Luma Knowledge through Virtual Agent

Support Agent Actions

As an Administrator, you can now create Support Agent Actions in Luma Virtual Agent. These are predefined actions that the Support Agents can execute in the target systems in the end-user context. This will help in enabling the Support Agents to assist the End-users with their requests efficiently.

For more information, see Support Agent Actions

Enhancements on Agent Chat Console

Following are new features available on Agent Chat Console:

  • Support Agents can now view Closed conversations on 'Closed queue' in Agent Chat Console. This is an Agent-specific queue and allows the Support Agents to review historical conversations when required.
  • Support Agent can now perform predefined actions on the user's behalf such as Logging a ticket, Viewing Worklog for a ticket, Booking a Conference room, etc.

For more information, see Agent Chat Console

Other Enhancements

Following are the other enhancements done as part of the release:

  • Improvements in the Build & Publish process.
  • Session Duration is available on the Session License Consumption history report.
  • "Popularity" column in Skill grid renamed to "Total Executions" and "By Popularity" column renamed to "By Total Executions" in skill suggestions configuration.
  • Resolution issues fixed on Attribute and Operation create/override pop-ups.
  • Use the "Add Message" option to add new phrases and bot responses on System Skills and Small Talk, instead of the Enter key.
  • Ability to select multiple unmatched phrases to train a skill using 'Assign to a skill' or 'Mark as Reviewed' on Supervised Training.
  • Columns "NLP Extraction Method" and "Prompt Type" are added to the attribute list grid.
  • 'Purpose' of the Group is added to the Groups list.
  • Updated text note on Build and Publish page.
  • On Rule Set, 'Click here to add rule' is now in bold.
  • The conversation count on Supervised Training is now highlighted.
  • Default Date Range filter for all Dashboards is now set to Last 30 days.
  • Tooltip updates on the Set attributes, Expression types, and sections.
  • Attribute list in Smart Lookups now loads the attribute list with scroll pagination.

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

Release 2.5.2 - November 2020

The following features and updates are included in this release:

FeatureDescription
Conversation flow

When adding an Attribute to the Conversation flow of skill, you may now select the "Create Attribute" option to create an attribute while creating the skill.

For more information, see Create Skills

Create and Manage Attributes LIST Datatype can be used only for storing the data in the conversation flow and cannot be used for prompting.
Training Luma - Supervised Training

Unmatched phrases can now be added to custom skills and Out-of-the-box (OOTB) system skills through Supervised Training.

 For more details, please refer to Training Luma

Other Enhancement

The following are the other enhancements across all listing grids in the Bot Builder application:

  • The pagination can also be set to 50 and 100.
  • The sorting order of columns is now preserved and does not change automatically when the user switches between different pages.

Release 2.5.1 - October 2020


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


Release 2.5 - October 2020

The following features and updates are included in this release:

FeatureDescription

Luma Knowledge integration with Luma Virtual Agent

Luma Virtual Agent (Luma VA) is now integrated with Luma Knowledge and understands and delivers the existing organization’s KNOWLEDGE along with SKILLS. Understanding the user intent, Virtual Agent can now deliver Knowledge or Services that best fits the request and generate ‘Guided Conversation’ based on the available Knowledge.

For more information, refer to Accessing Luma Knowledge through Virtual Agent

Automation workflow

Automation in Luma allows you to automate tasks on remote services, servers, applications, and hardware. It removes the need to manually perform repetitive or rules-based tasks. An Automation workflow is a set of configured steps in succession 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 Luma Automation

Support for Service Desk Business hours for Transfer to Agent 

Luma Virtual Agent now supports Business Hours for the Service Desk team, enabling the end-user to request assistance from available Support Agents.

As an Administrator, you can now set the business hours for Support groups in your Tenant. It ensures that a User request is always assigned to a group that is available for Support.

For more information, refer to Manage Groups

Online/Offline Support Groups for Transfer to Agent

The End Users can now view the Online and Offline Support groups when requesting to talk to a Support Agent. The user request can be transferred only to an Online group.

For more information, refer to Transfer to Agent

Updates on Agent Chat Console

The following are the new updates available on Agent Chat Console:

  • Agent Chat Console interface now allows Support Agents to transfer inbound requests to other Support Groups to respond to the End-User queries.
  • Luma Virtual Agent now sends the alert notifications to the logged-in Support agents (inactive on Agent Chat Console) when a new inbound request appears in Waiting Queue or a new message is received in a conversation in the Ongoing queue.
  • Inactive Support Agent will be logged out and prompted to re-login to access the application. The Application Idle timeout is a back-end configuration, and the default value is set to 15 mins.

For more information, refer to Agent Chat Console.

Enhancements on Follow up

Follow-ups in Luma Virtual Agent can now be Exported and Imported. As an Administrator, you can now Export and Import Follow-ups from one bot or environment to another, eliminating the need to recreate them.

For more information, refer to Follow-ups

Support for WhatsApp (Twilio) and Slack

Slack and WhatsApp (Twilio) are now available as the supported chat channels on Luma Virtual Agent. The End-users can chat with the Virtual Agent and execute pre-configured tasks via WhatsApp (Twilio) and Slack.

For more information, see Configure Twilio for WhatsApp and Configure Slack

Support for Soap Protocol

Luma Virtual Agent now supports SOAP protocol to interface with 3rd party applications. Skill Developers/Administrators can now build conversations in Luma VA to connect with applications with SOAP APIs. 

For more information, refer to Create a SOAP Connector

Rest Enhancements

Following are the Rest Enhancements added as part of the release:

  • Luma Virtual Agent now supports XML in Integration content type and accept headers. XPath expression type is added to Integration Inbound mapping and in Set Attributes.
  • Administrators/Skill Developers can now add Common Login and Logout operations at the Connected App. These operations are useful when an operation requires a pre-login and post logout condition.

For more information, refer to Integrations

Support for built-In Transformation Functions 

Luma Virtual Agent now supports a set of pre-defined functions that enable the Administrators or the Skill Developers to parse, process, or modify the user text response or integration response and pass the updated value to a Global, Local, or Custom user Attribute.

For more information, refer to Using Transformation Functions

Support Smart Lookups

Smart lookups make the skill development process easier by providing the contextual related attributes which might be needed for Information messages, Integration calls. The feature enables the Skill Developers/Administrators to quickly add Attribute values to Skill conversation parameters and response messages.

For more information, refer to Use Variables in Skills

Channel-specific formatting

Luma Virtual Agent now allows Channel-specific formatting for the messages through Smart Lookups. It ensures that the messages rendered to any of the supported channels of the Luma Platform are formatted correctly. The following are the formats are supported:

  1. New Line or line break.
  2. Bold line
  3. Italic

For more information, refer to Formatting Messaging

Small Talk Threshold

A new NLP Configuration, Small Threshold, is now available. The configuration ensures that Luma Virtual Agent correctly identifies user phrases with Skills and Small Talk.

For more information, refer to  NLP Settings

Updates on Web Widget

New configurations added to Web Widget that allow the Administrator to do the following:

  • Configure user experience for first time Web Widget users: If the Get Started/Homepage should be displayed when an End-user uses the Web Widget for the first time.
  • Configure if Welcome Skill  Suggested skills should be presented to the End-User whenever Web Widget is maximized.

For more information, refer to Configure Web Widget 2.5

Channel Enhancements

Following the Chat Channel enhancements done as part of the release:

  • ‘Card Text’ field is now available on Cards to allow the Skill Developers/Administrators to add card description. 
  • Web Widget is now compatible with Internet Explorer 11
  • WeChat now supports File attachment. You can now upload a file (up to 5 MB) while executing a skill through WeChat. Allowed formats: Image file, text file, zip file, .xls, .docx, pdf.

Other Enhancement

The following are the other enhancements that are part of the release:

  • Active/Inactive Skills: Skills in Luma can now be set to Active/Inactive as required.
  • The ‘Edit’ button is now uniform across all pages in Bot Builder UI
  • New Columns Status and Popularity are now available on the Skill Builder List.
  • Skill Developers can now create LIST type Global Attributes which can be used to hold an array of information received from integrations.
  • Attribute and Integration Override option is now available directly on the pop-up window on the Edit mode of a skill. This avoids extra clicks and improves user experience.
  • In Rulesets, Error handling, and No Data Handling, the “Ignore Case” checkbox is now called “Ignore Case Sensitivity.”
  • Across the application, a warning message now appears in case of a network connectivity issue.
  • Added Date picker for configuring the value to the TIME data type attribute level validations.
  • Re-arranged the order of configuration of image URLs in cards as per display in channels.
  • Explicit “Add” button in Rule Conditions, Attribute Mapping grids (Set Attributes), and Key-Value grids (Headers/Path/Query Parameters/Attachment Mapping)
  • Conversation History to show the errors for any component's failures in the environment
  • Tooltips for icons in the Conversation History.
  • Label Changes in Instance
  • Add Conversation Item more easily in the skill design
  • Auto-refresh the status of Import and  Build and Publish processes.
  • Note for Build and Publish activity when User Phrase is added to a skill in the supervised training tab.
  • Disable the system skills, Transfer to Agent skill, and User Registration not to be shown in welcome skills if required.
  • Showing Tagged attributes by default in the collapsed mode in view/edit mode.
  • Request - Exit as the default option for Error & No Data handling
  • Ability to Override (or Edit Skill) attribute or integration while on the pop-up in the view mode of skill to avoid extra clicks
  • Removed domain name while creating the IDs of Attributes/Skills

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

Release 2.4.1 - June 2020

The following features and updates are included in this release:

FeatureDescription
Improved Build & Publish process 
As Superadminstrator, you may select the Build and publish server across each tenant. You may now opt to run Build & Publish process on AWS SageMaker or Local Infrastructure (RASA Adapter).

For more information, refer Tenant Provisioning

Other Enhancements

The following enhancements are done to improve usability:

  1. Data Sync utility has been enhanced to accept Port number in the Source Data System URL. For more information, refer to Data Sync Utility.
  2. SDM connector has been updated to accept Administrator as a UserType.
  3. Label text updates on Skill builder, Build and Publish, and  Agent chat console.

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

Release 2.4 - May 2020

FeatureDescription

License Management-Enforcement and Monitoring 

Luma provides flexible licensing options to choose from, based on Customer’s business needs. As part of licensing below features are now available:

  • Introduced, new licensing models, User-Based and Sessions Based Licensing options

  • Tenant provisioning enhanced to support License distribution and renewal for Super Administrator

  • Super Administrator should be able be view the summary of licenses consumed by each tenant in the environment. Subscription Management that provides Administrators information on their current Luma licensing usage

  • Tenant administrator to get the report based on License consumption for Users/Sessions. 

 For more details, please refer to Licensing Model

Follow ups

Luma to automate the manual Support Agent follow up process. Follow-Ups can be configured in Luma that polls the data from external systems and sent actionable notifications to the channel user at required configured notification schedules. This is useful for organizations who want to automate follow ups on pending tickets, pending approvals, and so on. Reaching out to a user through chat typically has a higher response rate for closing of the tickets. Automated follow ups should improve Mean-Time-to-Resolution (MTTR) on tickets as well as overall communication between the support team and users.

 For more details, please refer to Follow-ups

Agent Chat Console

Agent Chat Console interface is now available in Luma that allows Support Agents to manage and respond to user conversations. Below enhancement are available to support the feature:

  • New Agent Chat Console that allows Support Agents to interact with End Users
  • Transfer to Agent System skill that can be used to transfer a user conversation from Luma Agent to Support Agent in case Luma is unable to address user requests or user wants to speak to Support Agent
  • New Agent Chat Console Settings allows you to configure Timeouts, Messages and other settings to customize configurations to manage Agent Chat Console

For more details, please refer to Agent Chat Console 

Training Luma- Supervised and Automated training

It is essentials to train Luma periodically to ensure the user phrases are properly matched to the skills and thereby augmenting the Luma Training data. This allows Administrators to train Luma to improve the accuracy in matching user phrases to skills in your Tenant. Training Luma means training the NLP engine on how to understand the user's language better. This helps to improve User experience with Luma.

 For more details, please refer to Training Luma

KPI (Luma Value )Dashboards

KPI Dashboard provides Organizational Key Performance Metrics in terms of Money, Time saved and the value that Luma brings to the organization. It consists of key metrics related to Return On Investment with the Luma. The dashboard empowers Management, System Administrators to get real time data on the Metrics.

 For more details, please refer to KPI Dashboard

Custom User Attributes

Luma allows Administrators to create custom user attributes for their Tenant. These attributes can hold additional user specific details besides the standard user profile fields provided by Luma and can be used to build skills and integrations in your Tenant. These can be referred as @{user.<custom attribute identifier>}

 For more details, please refer to Custom User Attributes

Language support of Spanish, Portuguese and Japanese.

Luma supports Spanish, Portuguese and Japanese in addition to English and Chinese Simplified.

MS Teams as Chat Channel for Luma

MS Teams is now available as one of supported the chat channel. Administrators can now configure MS Teams for their Tenant that will allow registered user to interact with Luma through MS Teams. For more information, please refer to Configure MS Teams

Attachments Support

Luma now supports attachments to be sent via supported chat channels to the bot. While communicating with Luma, 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, please refer to Create Global Attributes

Enhancements for REST

PATCH is now available as one of the methods for Web services in addition to GET, POST, PUT, and DELETE, to perform API operation through Luma. It is used to update partial resources such as a field or a set of changes for a resource.

Support of new content types in Headers, multipart-data/form-data, text/plain
and application/x-www-form-urlencoded.

Customize system Skills and Suggested Skills

Luma now allows an administrator to customize the system skills and configure Suggested Skill that appears as recommendations triggered to End Users after a Welcome or What can you do system skills are executed. Suggested skills are used to highlight certain capabilities of your bot. As a Tenant admin, you can configure a list of available Custom skills for default groups available in Luma and set display order in which the options should appear.

 For more details, please refer to Customise System Skills behaviour

Customer configurable Abort/Exit Flow

Configure the Abort/Exit Command for your Tenant.  Luma now allows administrators to customize how user can exit a conversation during skill execution and configure the bot responses.

For more details, please refer Abort/Exit System Skill on Create Skills.

Support Images in Information Message Type and Skills

To provide a more visual welcome experience for users, the following enhancements are now available in Luma:

  • 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 as Suggested Skill.

  • Images on cards to give users a more visual option when selecting a value for an attribute. 

  • Image as a new Information message type.

For more details, please refer Create Skills

Build and Publish Improvements

Improved Build and Publish to enhance user experience by guiding them through the process for the changes made in the skills, attributes, system skills and Smalltalk to take effect. Below improvements are now available:

  • Reduced Build and Publish time for quick turnaround on updates

  • Toast notifications, visual representations and banners are now available to eliminate the need to check Build and Publish page every time for status.

 For more details, please refer Build and Publish

Ability to skip the prompts/attributes values using system command

Configure the System Command that allows users of the bot to skip the prompt in the conversation. Administrators can configure the system command for the bot and configure the bot messages accordingly.

 For more details, please refer System Commands on Bot Settings

Attribute Overriding

Attribute override is now available to allow re-usability of attributes across skills in the bot. Administrator and Developers can now reuse an existing attribute and modify it locally for the skill, without updating the original copy of the attribute definition.

 For more details, please refer Attribute Override on Create Skill

Copy Skill

You can Copy or Duplicate an existing skill to create a new Skill. This eliminates the need to re-enter the skill definition and helps to build skills quickly.

 For more details, please refer Copy a Skill

Notifications History

Channel Notification history is now available in Luma. You can view Status and details of all notifications sent by Luma via Notification API or the Web UI.

 For more details, please refer Channel Notification History

Other Usability Enhancements

The following enhancements are done to improve usability:

  • Luma can now extract Date/Time Values provided in user phrases

  • Pendo Guides are available in Help section to guide you through the functionalities in Luma

  • Out-of-the-Box Connectors for ISM, CA-SDM, ServiceNow and Cherwell are ready.

  • Web Widget/Test Widget will have the Chat History.

  • Custom User Attributes could be set through Web Widget Initialization

  • Configurable command prefix.

Release 2.3 - December 2019

FeatureDescription
Troubleshoot issues with the live Bot

Review a detailed log of all interactions with the production bot grouped by conversation. This feature, known as Conversation History, makes finding an error or a user's issue much easier and keeps the context-focused on the conversation. 

For more information, see Conversation History

Debug issues while testing

Using the same look and feel as the Conversation History, an admin or skill developer can debug issues when using the Test Widget within the Bot Builder interface.

For more information, see Debug Skills

Notify users through Luma Virtual Agent

Luma Virtual Agent (Luma VA) Administrators can notify all users through a simple web interface or via an API call. This provides more than a normal chatbot that sits and waits for a user to ask a question. Instead, an administrator can proactively reach out to customers to share outages, company announcements and much more. 

For more information, see Sending Notifications to Users From External Applications

Export and Import Skills or an entire Bot

Easily export and import skills or an entire bot from one environment to another. The Skill export includes the selected Skills and related Attributes and Integrations (connected apps). The full bot export includes Skills, Attributes, Integrations, Small Talk, System Skills and NLP Settings.

For more information, see Bot Export and Import

API Access for 3rd party Applications


Allow 3rd party applications to communicate and leverage Luma Virtual Agent Data using an API Access Key. API Access Keys allow an Administrator to define granular permissions on what data an external application can access through the Luma Virtual Agent APIs. For more information, see Create and Manage API Access Keys
Conversation FlowWhen creating and editing a Skill, the Conversation Flow section has been improved to bring more functionality together in one are. The Information Message is added to allow for more flexibility in informing the user on what's going on. The Fulfillment area as a separate section has been removed and merged into Conversation Flow. With Information Messages and Integrations an Administrator or Skill Developer can create multiple fulfillment points in a skill. For more information, see Create Skills
Usability Enhancements

Improvements were made to streamline navigation and usability including the following:

  • System Skills and Small Talk moved to the Skills Builder section under the Bot. Allows for easily working on all things related to custom and out of the box skills.
  • Improved view of the logs/status of Import/Export of skills/bot activities.
  • Configuring timeout for Idle Conversations
  • Showing the number of users field in all the grids that have Group Information in skills permissions, Group management grid, user management, and notification settings.
  • Encrypting the Basic Authorization password for instances.
  • Auto registration of the user in google Business Hangouts.

Release 2.2 - November 2019

FeatureDescription
Sub-skill

A Sub-Skill is a type of skill that is not meant to be triggered directly by users through a phrase. Instead, it can only be called from other skills through branching. A Sub-Skill, therefore, cannot be executed independently. The purpose of having a Sub-Skill is to prevent skill collision, create skills as reusable components and help streamline one skill that suggests or prompts the related skills.

For more information, see Sub-skill Overview

NLP Settings to supportDisambiguation  

In the Luma Virtual Agent platform, Natural Language Processing (NLP) helps the bot understand a user's phrase and match it to a skill or parse user input to populate an attribute using synonyms. During the process of matching the user phrase to the probable skills or attribute values, the NLP module calculates the probability or confidence score of each Skill and Attribute value.

The following options are available in the NLP Settings tab within Configurations to tailor the NLP engine for your bot.

  • Fallback: The Fallback process occurs when the bot is not able to identify high confidence matching skills based on the user's phrase. The Fallback process moved from System Skills to NLP Settings,
  • Disambiguation: When there are multiple skills with high matching scores for a given user phrase, the virtual agent can prompt the user to choose one of those top matching skills. This process is called Disambiguation. 
  • For more information, see NLP Settings
Trigger skills with a command (Invocation Type)

Invocation Type is new and includes the following:

  • User Phrase
  • Command

An Administrator or skill developer can define how a skill can be invoked by a user so that multiple ways of invoking the skill are allowed. In addition to the existing user phrases, the user can also invoke the skill using the command which will bypass the NLP component for the skill identification. The command is meant for power users like agents, managers or administrators as they must know the unique command for that skill. A well designed end-user skills should leverage phrases so the user can ask for the skill using their terminology.

For more information, see Create Skills 

Usability Enhancements

The following enhancements are done to improve usability:

  • Build and Publish Skills is moved to the main navigation panel on the left, to ensure easy access. It also displays the Last Successful Run Time of the previous build. For more information see Build and Publish
  • Change your password through the User Profile page as well as User Management page. See User Profile to learn more.
  • To change the conversation flow according to your requirement, you can reorder the following in the Edit mode of the respective task or operation.

    • Attributes, Rule sets, and Integrations in the Skill page.
    • Quick replies and Cards in the Attribute page.
    • Rules and Set Attributes for Response Configuration in the Operations page. See Create Skills 
  •  URL is now available as one of the options for Quick Replies along with Text. See Create Skills
  • You can now view whether the Integration data is overridden or not and the data with is overridden in the View mode using View & Override. For more information see Create Skills
  • You can now create users in bulk using the Import Users option in the User Management page. For more information see Manage Users

Release 2.1 - September 2019

FeatureDescription
Tenant Provisioning 

A Tenant refers to the organization that owns and manages a specific instance of Luma Virtual Agent. Using Tenant Management, the Superadmin can create and manage tenants to access the Bot Builder. 

For more information see Tenant Provisioning

Define Roles, Permissions, and Groups

Defining Roles, Permissions, and Groups to allow and restrict access or to skills and various functions in the Bot Builder interface. 

For more information see Define Roles, Permissions, and Groups

Create and Manage Attributes 

Attributes are used to store information during a conversation between the bot and user. The value of an attribute can be set from user input, a web services call (via Connected App) or passed from other skills. This allows building dynamic conversations and gathering data to use to fulfill the user's request. Attributes are shared within a Bot allowing them to be created and reused across skills.

For more information see Create Global Attributes

Manage Web Services 

Web services are used in skills for fulfillment in the required target systems. Administrators and developers can create and manage the applications, instances of application and operations as part of skills management. 

For more information see Integrations

Create Skills 

Skills are conversations that Luma Virtual Agent can have with an end-user or support agent to assist them with an issue or request. Examples of skills are, an end-user can request access to an application such as WebEx, an analyst can have Luma follow up on their resolved tickets.

For information see Create Skills

Build and Publish 

The Build and Publish process allows the administrators and developers to publish any changes made to skills, connected apps, and attributes. This process is used to train the bot on new skills or any other details added in the Skill Builder.

For more information see Build and Publish

Test your Bot 

The test bot panel is available in the Skill Builder section of the interface. This feature allows validating that NLP matching and the skill conversation flow are working as designed before making it available to users 

For more information see Test your Bot

Configure Chat Channels 

Luma has an omnichannel approach to allow users to interact with Luma from different chat tools. With Luma's pre-built channels organizations can design skills, and then deploy across multiple channels.

For more information see Configure Chat Channels

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