Release Notes

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.

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.

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.

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

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.

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

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'. 

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.

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

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

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
  
  

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

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. 

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

• 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

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. 

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.

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.

• 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.

• 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

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.

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 

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.

In advancing the capabilities of Visual Designer, the following enhancements are done to elevate the end-user experience and easy skill building:

1. Streamlined Step Copying: You can now effortlessly duplicate step(s) within and across different skills.

2. Enhanced Skill Management: Luma now alerts promptly about any unsaved changes within a skill to prevent unintentional data loss. 

3. 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.

4. 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.

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. 

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

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.

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

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 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.

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.

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.

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.

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.

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

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.

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.

Following are the new updates available on Luma Dashboard:

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

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

5. The Survey Report should display the actual skill that triggered the survey instead of the parent skill

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

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

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

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

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.

Following technical improvements are part of this release:

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

Following technical improvements are part of this release:

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

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

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

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.

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.

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

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

Following are the updates on Whatsapp via Infobip chat channel:

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

For more details, refer to Create Skills.

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

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

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.

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).

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

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

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.

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.

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

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

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.

Luma Knowledge integration with Luma Virtual Agent

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

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

Automation workflow

Automation in Luma allows you to automate tasks on remote services, servers, applications, and hardware. It removes the need to manually perform repetitive or rules-based tasks. An Automation workflow is a set of configured steps in succession for a specific business process that can be used to streamline the resolution of high volume and low complexity issues such as ‘Enabling an AD Account’ or ‘Resetting a password.’

For more information, refer to Luma Automation

Support for Service Desk Business hours for Transfer to Agent 

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

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

For more information, refer to Manage Groups

Online/Offline Support Groups for Transfer to Agent

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

For more information, refer to Transfer to Agent

Updates on Agent Chat Console

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

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

For more information, refer to Agent Chat Console.

Enhancements on Follow up

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

For more information, refer to Follow-ups

Support for WhatsApp (Twilio) and Slack

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

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

Support for Soap Protocol

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

For more information, refer to Create a SOAP Connector

Rest Enhancements

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

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

For more information, refer to Integrations

Support for built-In Transformation Functions 

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

For more information, refer to Using Transformation Functions

Support Smart Lookups

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

For more information, refer to Use Variables in Skills

Channel-specific formatting

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

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

For more information, refer to Formatting Messaging

Small Talk Threshold

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

For more information, refer to  NLP Settings

Updates on Web Widget

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

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

For more information, refer to Configure Web Widget 2.5

Channel Enhancements

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

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

Other Enhancement

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

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

For more information, refer Tenant Provisioning

The following enhancements are done to improve usability:

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

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.

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

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

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

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

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.

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

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

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

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

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

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

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

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