Release 3.7 - February 2025

Feature	Description
Responsible AI: PII/PHI Protection	Keep your personal information safe with PII. Luma VA introduces PII/PHI detection: Automatic Detection and Masking of PII/PHI: Luma VA uses advanced algorithms to detect Personally Identifiable Information (PII) and Protected Health Information (PHI) in real-time user conversations. Sensitive data is automatically masked in conversation history and support agent chats, minimizing the risk of accidental exposure, and ensuring compliance with privacy regulations. Flexible PII Configurations: Beyond a comprehensive list of out-of-the-box (OOTB) PII fields, organizations can define custom PII settings to meet unique requirements. For more information, refer to PII Compliance in Luma
Luma AI Services Update	The following improvements in Luma AI Services are part of this release: GPT-4o mini is now the default LLM model for Luma AI- Prompt Templates. The model is configured by default during provisioning. You can now create custom prompts for OOTB AI use cases such as intent identification and precise answer generation. This enables organizations to align AI-generated responses with their domain-specific needs and language. For more information, refer to Customizing Prompt Mapping
Other enhancements	Following are the other enhancements that are part of this release: Luma now handles the change of data type for local attributes. The latest data type will override the previous one. Agent Chat Console now focuses only on the ongoing user conversation. The Support agent sees only the current conversation. This ensures they do not have access to unauthorized information.

Feature

Description

Responsible AI: PII/PHI Protection

Keep your personal information safe with PII. Luma VA introduces PII/PHI detection:

Automatic Detection and Masking of PII/PHI: Luma VA uses advanced algorithms to detect Personally Identifiable Information (PII) and Protected Health Information (PHI) in real-time user conversations. Sensitive data is automatically masked in conversation history and support agent chats, minimizing the risk of accidental exposure, and ensuring compliance with privacy regulations.
Flexible PII Configurations: Beyond a comprehensive list of out-of-the-box (OOTB) PII fields, organizations can define custom PII settings to meet unique requirements.

For more information, refer to PII Compliance in Luma

Luma AI Services Update

The following improvements in Luma AI Services are part of this release:

GPT-4o mini is now the default LLM model for Luma AI- Prompt Templates. The model is configured by default during provisioning.
You can now create custom prompts for OOTB AI use cases such as intent identification and precise answer generation. This enables organizations to align AI-generated responses with their domain-specific needs and language.

For more information, refer to Customizing Prompt Mapping

Other enhancements

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

Luma now handles the change of data type for local attributes. The latest data type will override the previous one.
Agent Chat Console now focuses only on the ongoing user conversation. The Support agent sees only the current conversation. This ensures they do not have access to unauthorized information.

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 contains only bug fixes documented on the Published Fixes page.

Release 3.6.3 - September 2024

Feature	Description
Two-Factor Authentication	Introducing Two-Factor Authentication (2FA) to enhance the security of Luma Skill Builder. Users can use a supported authentication app (such as Google Authenticator, Twilio Authy, Microsoft Authenticator) to generate a 6-digit verification code and complete a second login step. As an Administrator, you can enforce 2FA for individual or all users, preventing the option to disable it. In case of an error or loss of the device, users can reset the 2FA and recover the verification code with the authentication app. NOTE: This update does not impact the Luma Mobile App login. For more information, refer to Two-Factor Authentication.
Enhancement to Domain/Group-Based Permission	Following improvements in Domain/Group Based Permission are part of this release: Domain administrators can manage users within their assigned group. Once a group is associated with a Domain, only the domain administrator (administrator in the group) can add or delete users in the group, ensuring exclusive control over group management. Enhanced access control on conversation logs in Luma Bot Builder: Conversations linked to restricted domains (managed by a specific admin group) can now only be viewed by permitted admins within that group. Default admins and other unauthorized admins will not have access to these conversation logs. For more information, refer to Group/Domain-Based Permission.

Feature

Description

Two-Factor Authentication

Introducing Two-Factor Authentication (2FA) to enhance the security of Luma Skill Builder. Users can use a supported authentication app (such as Google Authenticator, Twilio Authy, Microsoft Authenticator) to generate a 6-digit verification code and complete a second login step. As an Administrator, you can enforce 2FA for individual or all users, preventing the option to disable it. In case of an error or loss of the device, users can reset the 2FA and recover the verification code with the authentication app. NOTE: This update does not impact the Luma Mobile App login.

For more information, refer to Two-Factor Authentication.

Enhancement to Domain/Group-Based Permission

Following improvements in Domain/Group Based Permission are part of this release:

Domain administrators can manage users within their assigned group. Once a group is associated with a Domain, only the domain administrator (administrator in the group) can add or delete users in the group, ensuring exclusive control over group management.
Enhanced access control on conversation logs in Luma Bot Builder: Conversations linked to restricted domains (managed by a specific admin group) can now only be viewed by permitted admins within that group. Default admins and other unauthorized admins will not have access to these conversation logs.

For more information, refer to Group/Domain-Based Permission.

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 contains only bug fixes documented on the Published Fixes page.

Release 3.6 - August 2024

Feature	Description
Semantic Knowledge Search	Introducing Semantic Knowledge Search. This release enhances Knowledge Search in Luma by utilizing vector embedding and full-text search to improve the identification of relevant artifacts, integrating Generative AI for precise answer generation, and structuring the search result set to provide comprehensive and accurate responses. The key benefits of Semantic search are: Zero-Touch Curation: No manual keyword extraction or metadata fine-tuning. Accuracy Boost: Accuracy improved to over 94%. Enhanced User Experience: Natural and precise responses to every user query, leveraging Large Language Models (LLM). Multi-Source Answers: Generating answers from multiple knowledge articles. RAG Implementation: Answers are generated based on the knowledge base, ensuring reliability. These updates streamline curation, improve accuracy, and enhance user interaction with semantic search. Note: All new tenants will be provisioned with Semantic search by default. For existing tenants, get in touch with the Operations team to enable Semantic search. This would require migrating the artifact structure to support semantic search i.e. reprocessing of all the Artifacts available in the Tenant. This is a non-reversible process. Once migrated, cannot be reverted. For more information, refer to Semantic Search.
Enhancements to Visual Designer	The following updates are done to support the improved Knowledge Search: Search Knowledge Step: Tenant-level configuration parameter “Return all matched articles during initial semantic search” to return matched articles along with precise answers and source articles. “Return all matched articles” to return matched articles during ad hoc Knowledge searches. Knowledge search responses now include the Precise answer, Source Articles used to generate Precise answer, and other Relevant Articles. For more details refer to Search Knowledge Display Precise Answer: Source articles can be presented in cards after the Precise answer. You can configure the step to display the source. This is configurable. Source articles will now open in the web browser if the corresponding article is an external document (has external redirection). For more details refer to Display Precise Answer
Domain/Group-Based Permission	Enhances security by restricting access to pertinent conversation data to authorized users. You can now restrict access to conversation logs based on the domain or user’s intent, ensuring only authorized users from a specific department or group have access to conversation details. As a tenant administrator, you can enable Group/Domain-based permission for your tenant. Once enabled, only the ‘Default admin’ can manage domains and corresponding admin groups/associated users. Domain admins can view conversations and unmatched phrases associated with their domain. A domain is identified based on the user’s intent or the skill executed in a conversation. Dashboard reports honor domain permissions, including only data from the logged-in user's domain. For more information, refer to Group/Domain-Based Permission.
Other Enhancements	Following are the other changes that are part of the release: Web Widget: Avoid showing all data in the card text, instead show a view more/less similar to the card subtitle Avoid Initial Catalog Search if the tenant does not have Catalogs Click here for more details New "Skill Gap" KPI to identify the cases where skill training or new skills are required. Click here to know more Ability to configure global attributes to send in the message to web widget so that client can drive the user experience in the host application. For more details click here Ability to use global attributes to configure follow ups, channel notifications, support agent actions. An Import preview report before importing. You can unselect the items that may get over-written otherwise. For Details click here

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 contains only bug fixes documented on the Published Fixes page.

Release 3.5- Patch - June 2024

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

Release 3.5 - June 2024

Feature	Description
AI Prompt Management	A centralized Prompt Management module that offers efficiency, customization, and enhanced user experiences, streamlining the Luma AI Services integration. As the skill developer, you can now create and manage prompt templates centrally for easy access, control, and collaboration across skills. Test prompts and tune configurations for optimized performance and productivity. Share easily with Export and Import of Prompt templates between environments. For more information, refer to Prompt Management.
JavaScript Support	Script support for advanced customization capabilities. You can now add JavaScript to your skill to handle complex scenarios such as performing calculations, data manipulations, or other custom logic. You can use JavaScript in your skill to: Assign values to an attribute in the Set Attribute step and Integrations Validate an attribute using Attribute validations New Conversation Item: Script step to facilitate processing and setting context attributes using JavaScript For more information, refer to Using Script.
Advanced Dashboard (Superset) - Beta	Advanced Dashboards to view visually rich data visualization, customizable dashboards, and integrated reporting capabilities. The new dashboard empowers users with actionable insights, facilitating data-driven decision-making and enhancing the overall performance and efficiency of bot interactions. You can transform KPIs into visually compelling charts and graphs for enhanced data interpretation and decision-making. For more information, refer to Advanced Dashboard (Beta).
Visual Designer enhancements	Following are the visual designer enhancements that are part of this release: 'AI Tasks' Conversation is now renamed to 'AI Prompt Template'. Extending the scope of AI Prompt context variables. Values in the AI Prompt (AI Task) Context variables can now be accessed and referred to through the skill execution, similar to all other context variables.
WhatsApp channel enhancements	Improved card display on WhatsApp Business. Luma now uses the Interactive Message API to send cards, making Knowledge Articles appear as structured cards instead of unstructured text.
Agent console enhancements	Attachment support is available in the Agent chat console for analysts to send attachments to users in the chat. For more information, refer to Agent Chat Console.
Other Enhancements	Following are other enhancements that are part of this release: Display up to 10 skills to the user if Luma encounters an ambiguity while looking for relevant skills. Configure WhatsApp-specific messages for Suggest Skills. A new utility to translate the skill content from one language to another. Viewing the object definition (skill, subflow, attribute, operation) from conversation events. Introducing the latest GPT4 & GPT-4-Turbo models in AI Prompts. You can now create prompts and use the latest GPT4 & GPT-4-Turbo models for optimized performance and accurate response. Ability to tune an Adhoc AI Prompt's deployment model and response parameters.

Release 3.4 - March 2024

Feature	Description
Support for reusable Subflows	Enhance your skill-building experience and streamline conversations with reusable subflows. Subflows are reusable 'Functions' within a skill, eliminating the need to branch to another skill. This promotes reusability by allowing subflows to be used across multiple skills, enhancing efficiency and consistency in your development process. The sub-flows can be easily created and managed under the Subflow section. Add the sub-flows to your skills using Conversation Step 'Execute sub-flow'.
Customize system skill behavior	Enhance user experiences by personalizing System Skills based on your organization's unique requirements. System skills, like User Registration, Welcome, What can you do and Transfer to agent, are now customizable, allowing you to tailor them to your specific needs instead of triggering out-of-the-box functionality. You can configure a skill to be triggered when the System Skill is requested.
Business Domain Management	Enhance security and control while tailoring interactions to specific business needs. Classify customer business domains at the tenant level and configure conversation permissions based on domain status; A whitelisted Domain for unrestricted access, Blacklisted Domains for blocked domains, and Greylisted or Unclassified domains for conditional approval. For more information, refer to Business Domain Management
New Conversation Steps	The following Conversation Steps are available as part of this release: 'Categorize User Intent' using User Phrase to categorize the user's phrase AI NLQ Step to determine the Change gear ticket Query Execute Sub flow to execute sub-flows as part of skills
Support for New start up	New startup skills integrated with Generative AI and Changegear OOTB skills
Customized Startup Skills for standalone VA	Ability to enable custom startup behavior for standalone VA customers and configure skill presentation template.
Support for Monthy Session-based licensing	The following updates are part of the release to support Monthly Session consumption: Luma now supports a new license type Sessions Per Month is now available for New tenants. The older Session Based licensing is not available for new tenant provisionings Auto-renew sessions every month until the end of contract. Ability to update Sessions in the packs of 500 by default, but can be manually updated. It can only be incremented, but not reduced below the consumption Monitor the usage and alert when the consumption reaches 75%, 85%, 95% and 100%. Continue to alert if the consumption is >100% until the end of the current month License Purchase History show the both manual purchase and auto-renewal activities Monthwise session consumption available on Usage Dashboard (and report) and Tenant Settings->Subscription page
Visual Designer Improvements	The following updates Visual Designer updates are part of this release: Ability to select one or more steps in the skill and create a Sub flow with the steps. Search Catalog step: Ability to exclude previously presented search results Search Skills step: Ability to exclude previously presented search results Search Knowledge step: Ability to exclude previously presented search results
Provisioning Luma Knowledge with Luma Virtual Agent	VA & KM can now be provisioned together via the Luma Super Admin portal. As a super admin, you can choose to provision Luma Knowledge, Superset and Automation at the time of Luma Va provisioning or later. The system would automatically provision the tenants and correlate. This also irradicates the need to execute User sync. Note: New Luma Knowledge tenant must always be created via Luma VA Super admin screen. For correlating Existing tenant, please reach out to support team.
Other Enhancements	Following are other enhancements that are part of this release: Support Agents can now see the User Conversation start and Elapsed time meter on the Agent Chat Console. Enhance the user experience by providing information on the source of the Knowledge. Luma now displaus the Artifact name and the source along with the Knowledge search results. We can now record the requests that are resolved using the information available over Internet. We can using Set KPI step to calculate KPI "Resolved with External Information" whenever a user request is resolved with information from Internet The default configuration for Browse Services system Skill is now Quick Reply. Ability to execute the skill presented in Suggest Skills in the context of the current conversation

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

Release 3.3 - December 2023

Feature	Description
Visual Designer Enhancements	Improving the usability of Visual Designer, the following updates are part of this release: Support for Collapse view: Easily navigate through your complex skills in the collapsed view. The feature enables the skill developer to manage design space on the canvas efficiently, ensuring that the design environment remains clean, organized, and readable. Enhanced search functionality within a skill. In addition to searching by step names, the system now allows the users to search through the objects used in each step. Ability to clear the local attributes during the conversation. Toggle the properties panel within the Visual Designer. This allows the users to see the properties panel or hide it, depending on their current tasks or preferences. For more information, refer to Creating a skill with Visual Designer
Troubleshooting Logs for Follow-ups	Get better insights and control over your configured Follow-ups. Following are the updates that are part of this release: Dive deep into the Follow-up polling process with comprehensive troubleshooting logs available at each configuration level. Identify and address issues swiftly, ensuring a seamless follow-up experience. View Follow-up data polling troubleshooting logs and resolve any issues promptly. View the active follow-up data records in real-time. Show message extraction events in follow-up conversations For more information , refer to Follow-up
Improved Skill search	Luma now uses SBERT (Sentence-BERT) in collaboration with RASA to provide a more robust and sophisticated intent identification system. This integration ensures more accurate skill matching. This is an optional feature and will be rolled out for only specific customers initially. To enable SBERT for your tenant, please reach out to the Support Team. Note: Enabling the SBERT may change the results for the existing skills. You should test thoroughly and adjust the NLP Configurations as required.
Other Improvements	Following are the other changes that are part of this release: Deprecating Classic Designer for new skill creation. However, there’s no change in view/edit of existing skills using the classic designer. Ability to send payloads for GET Rest calls Show suggestions from the last skill after the survey is completed Need support to multiple same query parameters in outbound REST calls To improve Luma performance, the troubleshooting event logs are now retained only for 7 days. The data is purged every day. There will be no impact on the Dashboard and Reporting.

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

Release 3.2 - November 2023

Feature	Description
Enhancement to GUI Skill Builder	Bridging the gaps between the Visual Designer and the Classic Designer, the following updates in Visual Designer are done as part of this release: Support for Attribute extraction from user phrase for the 'Date' type attribute. Luma now extracts the date provided by the user in the search phrase and assigns the value to the 'Date' type attribute encountered first during execution. Support for Capture Feedback Step Support for Capture Satisfaction Survey Step Support for Triggering Automation Workflow You can now migrate your classic designer skills to Visual Designer skills, making it easier to manage and update. For more information, refer to Building Conversation with Visual Designer.
Improvements to Visual Designer	The following new updates are part of this release: Support for Search Skill. You can now perform a custom search on your pre-configured skills from your visual designer skill and display the results during conversation Updated Prompt- Ability to configure global attributes to send in the prompt reply message to the web widget so that the client can drive the user experience in the host application Multiple Step deletion: You can now effortlessly select and delete one or more steps from a skill. This removes the inbound and outbound connections from the selected controls Support for keyboard shortcuts to Copy (ctrl+c) and Paste (ctrl+v) of one or more elements Support for Create Artifact to create a Knowledge Artifact in your Luma Knowledge tenant as part of your skill.
Integrating AI services	As part of continuing efforts to integrate Generative AI in Luma Virtual Agent, the following updates have been done in this release: Luma is now fully integrated with Luma AI services. Harnessing the power of advanced Prompt engineering, the Generative AI functionalities in Luma now uses AI services. The integration streamlines the metering and management processes for optimal utilization. Introduction of new conversation step "AI task" to execute an AI Task as part of a skill. Using the step, a skill developer can using OOTB Luma AI services or create an ad-hoc task. The system captures the usage for each customer for reporting purposes Ability for Tenant Admin to enable/disable AI Task in the conversation flow For more information, refer to Generative AI in Luma
Centralized Generative AI Configurations	Centralized Generative AI Configurations for Luma Suite of Products. Empowers Superadmins to effortlessly configure and oversee the Generative AI functionalities for all Luma products, simplifying management and optimizing control through one consolidated platform. A Superadmin can enable/disable Generative AI and configure OpenAI credentials for a new or an existing tenant with the ability to enable/disable features For more information, refer to Configure Generative AI Configurations.
Schedule Notification	You can now schedule notifications in Luma. The notification can be scheduled via the Bot builder interface by the Tenant administrator or can be incorporated in Skill using the REST APIs. You can create one-time or recurring notifications The schedule also supports dynamic information, recipient lists, or schedules using the notification API. The information can be used to generate Notifications. View the scheduled and triggered notifications in History You can also export and import notification configurations Notifications on the WhatsApp channel can also be sent to unregistered users
VA-KM unification	In the process of unifying Luma Knowledge and Luma Virtual Agent, the following updates are done as part of this release: Luma Knowledge is now available as a workspace within Luma Bot Builder with implicit login. You can now launch your Luma Knowledge Curation portal directly from Luma admin portal, without the need to log in again. Schema changes to support VA and KM Unification.
Other enhancements	Following are the other enhancements that are part of this release: New Conversation events for AI TAsk and Create Artifact steps Updates to troubleshoot logs to show more details in case of error with Set/Transform attribute. You can now see the attribute that causes the error in the logs along with already filled attribute values. System now captures Luma and 3rd party integration response timings, which can be used for reporting and troubleshooting Search Skill and Display skill controls are now available for VA-only customers to support any fallback scenarios. When a quick reply/card button is clicked, you will now always see the button label instead of payload/value

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

Release 3.1 - September 2023

Feature	Description
Enhancement to GUI Skill Builder	Bridging the gaps between the Visual Designer and the Classic Designer, the following updates in Visual Designer are done as part of this release: Support for Search and Display Knowledge Articles- You can now perform a custom search on your Knowledge base and display the results as part of your visual designer skill. Support for Search and Display Catalog to perform a custom search on your Catalogs and display the results as part of your visual designer skill. Support for Display Skill found as required in your skill. Support for KPIs Step in Visual Designer to update Luma VA and Luma Knowledge KPIs through the visual designer skills. Support for Suggest Skills to configure the skill suggestions to be presented to the user as part of the skill. You can now configure a list of skills or use the skill suggestions categories use to present skill suggestions to the end user. Support for Image type in Messages and Prompt Update to Trigger Skill Step: Trigger a Skill dynamically i.e. using a variable that holds the skill identifier. Update to Trigger Skill Step: Ease of selecting a skill to trigger by filtering the skill list by category. Ability to Copy a Visual Designer skill and create a new one. For more information, refer to Building Conversation with Visual Designer.
Usability improvements	In advancing the capabilities of Visual Designer, the following enhancements are done to elevate the end-user experience and easy skill building: Streamlined Step Copying: You can now effortlessly duplicate step(s) within and across different skills. Enhanced Skill Management: Luma now alerts promptly about any unsaved changes within a skill to prevent unintentional data loss. Effortless Control Access: Enjoy quick and convenient access to recently used controls. The new section on the palate enables you to quickly access the last five used controls in the tenant. Seamless Article Feedback: Now, it's easier than ever to provide article feedback by utilizing the new "Set KPI" step. Use the Knowledge Feedback KPI metrics to update the positive or negative feedback on the Knowledge presented to the user. For more information, refer to Building Conversation with Visual Designer.
WhatsApp (Direct) Channel Integration	Luma VA can now be accessed through WhatsApp Direct, eliminating the need for third-party service providers. You now have the flexibility to configure WhatsApp directly, simplifying the process and cost-saving for the customers. For more information, refer to Configure WhatsApp Business.
Support for Login with credentials to the Luma Mobile App	Streamlined access to the Luma Mobile App through user credentials is now available. In addition to the Magic Link option, Administrators, and Skills developers can now access the Luma Mobile App using their Bot builder credentials. Furthermore, users can also reset their passwords via OTP for added security. Note: The Login with credentials support is extended to include end-users, allowing them to log in with their credentials. When logging into the mobile app, end-users can generate a password using OTP and proceed to access their accounts with ease. For more information refer to Login to the Mobile App.
Multiple profile support in the Luma Mobile App	Luma Mobile App now supports seamless login to multiple environments or tenants without the hassle of repeated logins. Users can effortlessly switch between different tenants, whether using credentials or a magic link, with just a single click. For more information refer to Login to the Mobile App.

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

Release 3.0.2 - July 2023

Feature	Description
Support for Cards	The Visual Skill Designer now supports Card carousel to create interactive and visually appealing experiences for users. The card carousel enables you to showcase multiple cards simultaneously, allowing users to browse through various options or information in a more intuitive and engaging manner. In your skills, you can use cards in the following ways: Message Cards to display information such as showcase products or services Prompt Cards to provide various options for users to choose from as a response to a question
Decision Prompts Cards	New Decision Prompts - Cards are designed to create dynamic decision paths in a skill. Decision Prompt - Card is a combination of Card prompts and Conditions. The control allows you to present options to the user in form cards, and based on the response, the next steps in the skill are configured.

Feature

Description

Support for Cards

The Visual Skill Designer now supports Card carousel to create interactive and visually appealing experiences for users. The card carousel enables you to showcase multiple cards simultaneously, allowing users to browse through various options or information in a more intuitive and engaging manner. In your skills, you can use cards in the following ways:

Message Cards to display information such as showcase products or services
Prompt Cards to provide various options for users to choose from as a response to a question

Decision Prompts Cards

New Decision Prompts - Cards are designed to create dynamic decision paths in a skill. Decision Prompt - Card is a combination of Card prompts and Conditions. The control allows you to present options to the user in form cards, and based on the response, the next steps in the skill are configured.

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

Release 3.0.1 - June 2023

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

Release 3.0 - June 2023

Feature	Description
GUI Skill Builder	The New Visual Designer enables users to create Flow-based skills. Skill developers can drag and drop controls on the canvas and link sequentially to build and customize skills quickly and easily.
Automatic User Phrase generation	Leverage Generative AI (Open AI) to generate User phrases for Luma Skills automatically. Note: To enable autogeneration of User phrases, Open AI should be enabled for the tenant. You may contact the Serviceaide support team to get it enabled on your tenant,
One-Click Luma provisioning	Provisioning Luma for Change gear Customers is now just one click away! Our utility swiftly sets up Luma Virtual Agent and Luma Knowledge tenants, syncing Knowledge Articles and Service Catalogs from Changegear. Within minutes, Changegear customers can have Luma ready to go.

Release 2.20.2 - April 2023

Feature	Description
Luma Mobile App- Integration with Maps	Luma Mobile App is now integrated with Maps. Use the Location tool to search and share location with your Location-based services quickly. In addition to sharing your current location, you can now search locations by name and coordinates or scroll through the map and pin location.
New API for Group Import	Luma now provides an API to import groups using JSON Payload. The API can be configured as part of the Federated service for user sync between your ITSM system and Luma Virtual Agent.

Release 2.20 - March 2023

Feature	Description
Luma VA User Administration	Added the ability to download Users, Group associated Users and Skills from UI
	Additional Filters on Skill Builder--> Skill list
	Bulk Import of support groups with business hours using API and UI. Show Group Import History similar to User Import History with appropriate bot builder notifications about the progress
Skill configuration	Expose Tenant SubDomain as context variable @{tenant.subDomain}
Skill configuration	Add 'Clear Attributes' as an option in the Set attribute conversation step
Support Agent Enhancements	Added the ability for the user to send attachments (images) to the support agent so that agent can download them during the conversation with the User
Channel enhancements	Option to Clear chat on Web widget, Test Bot, and Mobile App

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

Release 2.19 - January 2023

Feature	Description
Service Catalogs in Luma VA	Find your Service Catalogs through Luma and create well-formed actionable tickets. You can now access Service Catalogs in your ITSM system through your Luma Virtual Agent. Import your existing Service Catalogs into Luma and enable end-users to search for the service catalog. You could also browse the catalogs using the new system skill 'Explore Catalog.' For more information refer to Explore-Catalog. Note: To use Service catalogs, Luma Knowledge should be configured for your organization. To procure Luma Knowledge tenant, please contact Serviceaide Support team.
Startup Skills- Customize your Conversation	Customize the way the end-users see the information. You can now design conversations between Luma VA and the end user. Build your startup skills and trigger the whenever user searches for information or services through Luma VA. Categorize the skills using the new out-of-the-box category 'startup skills' to identify your start-up skills easily. For more information refer to Customize Conversation startup
New Conversation Flow constructs for Knowledge and Service Catalogs	Building skills in Luma made it easier. Use the new conversation constructs to integrate your Knowledge base and Service Catalogs with minimum configurations. Following are the new constructs available in the Skill Builder. Search Knowledge: Allows you to perform a custom search on your Knowledge base using a phrase or metadata. Search Catalog: Allows you to perform a custom search on your Service Catalogs using phrases or keywords. Display Knowledge: Display the Knowledge articles found in conversation as required Display Catalog: Display the Catalogs found as required in your skill. Display Skills: Display the Skills found as required in your skill. For more information, refer to Build Conversation Flow.
Luma Mobile App IOS support	Luma Virtual Agent is now available on IOS mobile platform. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk. Luma Bot Builder now provides additional configurations to support the new voice-enabled Mobile App as a chat channel. As an Administrator, you can configure Mobile App for your tenant and enable end-users to converse with Luma VA via the Mobile App. The Luma Mobile App is available on Apple Store and Google Play Store for IOS and Android phones. Install the app from the respective app store and connect to your virtual agent, For more information, refer to Configure Mobile App. Note: Luma Mobile App for the IOS platform is currently in testing and will be available soon for users.
Changes to existing Conversation flow constructs	In addition to the new conversation constructs the following conversation items have been enhanced to build better skills easily. Suggest Skill: Configure the skill suggestions to be presented to the user as part of the skill. You can now configure a list of skills or use the skill suggestions categories use to present skill suggestions to the end user. Ruleset: You can now add a description for each rule added to your Ruleset/Conditions conversation item. You could also conditionally exit a skill with Suggest skill, choose and execute a skill dynamically. Set KPI : In addition to Luma KPIs, you can now configure Luma Knowledge KPIs through Luma skills. For more information, refer to Create Skill.
Other enhancements	Following are the other enhancements that are part of this release: Luma Bot builder now provides new Context variables that allow skill developers to use the information on the Knowledge Articles, Catalogs and Skills found. Support for Base64 content: You can now attach Base 64 content to web service calls. The 'Browse Service Catalogue' System skill is now renamed to Browse services. Luma now supports Global Presentation templates that can be used to configure the cards used to present Knowledge Articles, Catalogs, and Skills. The system skill 'Abort/Exit' is now renamed as 'Abort.' The Survey report on Usage Dashboard now contains an additional column with the 'Root Skill' information. You can now report on the primary skill executed when the conversation is executed. You can now use the 'view skill' button (pop-out button) to view the skill definition in a new browser. The option is available in the Startup configuration screen and on the 'Add Condition' conversation item when branching to a skill.

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

Release 2.18.1 - December 2022

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

Release 2.18 - November 2022

Feature	Description
Support for Luma Mobile App	Luma Virtual Agent is now available in a Mobile App. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk. Luma Bot Builder now provides additional configurations to support the new voice-enabled Mobile App as a chat channel. As an Administrator, you can configure Mobile App for your tenant and enable end-users to converse with Luma VA via the Mobile App. For more information, refer to Configure Mobile App. Note: Luma Mobile App is currently in testing and will be available soon for users.
Improved card layout in Web Widget	Improved card layout to enhance the visual symmetry of the web widget. Each card in the carousel now follows pre-defined dimensions, and the size does not change based on the card text. Longer text in cards is masked and can be viewed using the 'view more...' option.
Other Enhancements	Following are the other enhancements that are part of this release: Luma Virtual Agent tenants can now connect to Serviceaide Automation tenants across different environments. Technical updates to improve the Luma VA and dashboard/report performance Updates on Conversation Message Report: New columns 'Conversation Initiated by' and 'Message author' added to Usage Dashboard → Conversations Report.

Feature

Description

Support for Luma Mobile App

Luma Virtual Agent is now available in a Mobile App. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk. Luma Bot Builder now provides additional configurations to support the new voice-enabled Mobile App as a chat channel. As an Administrator, you can configure Mobile App for your tenant and enable end-users to converse with Luma VA via the Mobile App.

For more information, refer to Configure Mobile App.

Note: Luma Mobile App is currently in testing and will be available soon for users.

Improved card layout in Web Widget

Improved card layout to enhance the visual symmetry of the web widget. Each card in the carousel now follows pre-defined dimensions, and the size does not change based on the card text. Longer text in cards is masked and can be viewed using the 'view more...' option.

Other Enhancements

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

Luma Virtual Agent tenants can now connect to Serviceaide Automation tenants across different environments.
Technical updates to improve the Luma VA and dashboard/report performance
Updates on Conversation Message Report: New columns 'Conversation Initiated by' and 'Message author' added to Usage Dashboard → Conversations Report.

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

Release 2.17.3 - November 2022

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

Release 2.17.2 - October 2022

Feature	Description
Support for WhatsApp templates in Follow ups notifications	Luma Virtual agent now supports Whatsapp template for Follow up notifications. You can now configure your follow-ups to use Whatsapp templates such as HSA template to send notification on Infobip Whatsapp channel. You may also create custom templates that can be used to send follow up notifications.
New Tenant Configurations	You can now override the SageMaker configurations for your tenant. This enables the administrator to have more flexibility to choose the instance types or timeouts per tenant.

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

Release 2.17.1 - September 2022

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

Release 2.17 - August 2022

Feature	Description
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: Skill Adoption Report on Usage Dashboard now includes execution count for branched skills. 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. The default Date Range filter on the KPI, Usage, and Support Agent Dashboard is now updated to "Last 24 Hours". The Survey Report on Usage Dashboard now includes User Role, User Group, User Status, and Channel. 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: Performance improvements in the Dashboard report download in an excel sheet. You can now view the Conversation start and end time in the conversation history timeline. Luma now supports Media files (audio, video, document, sticker) as attachments. 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. 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

Feature	Description
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: The maximum waiting time for the end user when connecting to the Support analyst is now updated to 60 minutes. 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.

Feature

Description

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:

The maximum waiting time for the end user when connecting to the Support analyst is now updated to 60 minutes.
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

Feature	Description
Technical Improvements	Following technical improvements are part of this release: 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. Nginx is upgraded to the latest stable version (1.20.2) across all Luma components. TLS 1.0 and 1.1 is disabled across all Luma load balancers

Feature

Description

Technical Improvements

Following technical improvements are part of this release:

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

Feature	Description
VSA performance optimization	Technical updates to improve the performance of the Bot. The change optimize the Virtual Agent's response time during conversations.
Web Widget update	Luma Web widget bot icon is updated to new Luma Agent icon. Note: For the change to take effect, update to the Web Widget configuration files.

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

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

Feature	Description
Improved KPI calculations	Luma Virtual Agent now enables you to conditionally set your KPIs during Skill execution. You can now calculate Luma KPIs as part of parent as well as sub-skills. New Conversation Item 'Set KPIs' allows the Skill developers to calculate or update KPIs as required during a conversation. Additionally, KPIs can also be updated as part of Rule conditions. For more information, refer to Create Skill Note: For your existing skills, the KPIs metrics configured at the skill level are migrated as the last step in the conversation flow. You might see a difference in KPI calculations for the existing skills as the KPIs will now be calculated on the last branched skill instead of the parent skill. In case the skill branches to a sub-skill, KPIs will not be calculated until reconfigured. This is because prior to the 2.15 release, Sub skills did not support KPIs. It is recommended that you review the existing skills and update the KPI configurations appropriately.
Export KPI Dashboard	Download your KPI Dashboard information into an excel file. You can now generate a single report with the information on all the KPI metric measurements available on the Luma KPI Dashboard. You may filter the information on various columns such as KPI Metric Type, dates, Session ID, Channels and view the reports as required. For more details, refer to KPI Dashboard
Download User Adoption and Training Opportunities Metrics	You can now download and view detailed information on the 'User Adoption' and 'Training Opportunity' for your Bot. Luma VA now allows you to download the following metrics available on the Luma Usage Dashboard. 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: 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. 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

Feature	Description
New Luma API 'Get Channel Account Records'	New Luma API 'Get Channel Account Records' is available. The API enables the skill developers to retrieve the list of channel accounts for users available in Luma VA. You can also filter the user list based on details such as contact ID, username. For more details, refer to Luma APIs for User Registration → GetChannelAccountsRecords
Improvement in Luma Knowledge and Luma Virtual Agent Integration	Luma Knowledge - Luma Virtual Agent integration is updated as part of the release. Luma VA does not send Small talk and System skill phrases to Luma Knowledge. This avoids the inaccurate knowledge gaps in Luma Knowledge.
Improvement to Web Widget	You can now configure your bot to initiate a custom skill every time the web widget is reopened. By default, the Welcome skill is triggered when the web widget is opened after the initial conversation.
Other Improvements	Following are the other enhancements that are part of this release: 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

Feature	Description
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}

Feature

Description

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:

Feature	Description
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:

Feature	Description
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:

Feature	Description
Improvements on Skill Suggestions	Following are the improvements on Suggested skills: 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. 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. 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: 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. 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:

Feature	Description
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 Improvements	Following 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:

Feature	Description
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: You can now add or remove users from the Default Support Team group. 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. 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: Agent Chat console is not accessible to the Support Agents who are not part of any active support groups in the Luma. '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:

Feature	Description
Suggest Skills	Following are the improvements on Skill Suggestions: You can now add up to 50 Skill recommendations to be presented after System Skill execution. 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. 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

Feature

Description

Suggest Skills

Following are the improvements on Skill Suggestions:

You can now add up to 50 Skill recommendations to be presented after System Skill execution.
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.
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:

Feature	Description
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:

Feature	Description
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:

Feature	Description
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:

Feature	Description
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:

Feature	Description
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: New Line or line break. Bold line 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:

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

Feature

Description

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:

Data Sync utility has been enhanced to accept Port number in the Source Data System URL. For more information, refer to Data Sync Utility.
SDM connector has been updated to accept Administrator as a UserType.
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

Feature	Description
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

Feature	Description
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 Flow	When 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

Feature	Description
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

Feature	Description
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

Browser not supported