Release December 2024

New features

This release includes the following new features:

Agent-only Workflows

Previously, all Workflows required some level of customer participation. Now, you can create Workflows exclusively for agents, which can be added to a collaboration session but will only appear on the agent side of the collaboration room. This feature supports three primary use cases:

• Agent Forms – Allows agents to fill out digital forms to define Attribute values.

• Custom Integrations – Enables agents to initiate external service calls.

• Functions – Allows agents to perform calculations and generate data.

These agent-only Workflows streamline internal processes without requiring customer interaction.

Lightico Salesforce app: Define the default communication channel

An administrator can now configure the new session window in Salesforce to show the default communication channel as either phone or email.  

For more information, see Configure Lightico settings.

Improvements

Allow agents to start an embedded session without contact details

Until now, even when embedded sessions were enabled, the agent had to provide either an email or a phone number. A new system/team setting (under Session > Preferences >  Engagement channels > Mandatory contact details) enables Agents to start a session without providing contact details. As before, the agent has the option to copy the customer URL and send it manually.  

For more information, see General session preferences.

SMS sent event improvement

The SMS sent event is triggered when Lightico sends an initial session invitation to the SMS gateway provider. With this release, this event now includes the content of the message.

Fixes

Collaboration room

• Agent Forms, no longer allow completing the Form if required fields are empty.

• The IDV “no mobile device” option no longer allows non-supported documents to be uploaded.

• A Workflow with an agent Form, no longer affects the custom integration step in that Workflow.

• Long Form field labels now display fully in the session summary.

• Session summary maximum characters and text/numbers requirements are now enforced.

• Agent basket dropdown selection now works properly.

• When you move an asset from a folder not associated with a team to one that is, the agent can now see the asset immediately.

• Resolved an issue where a Workflow would not lock.

• Attribute values now display in the email subject for customer document emails.

• Resolved an issue where in certain cases a lone PDF document in a Workflow would not display.

• Resolved an issue when adding a Workflow with an agent Form.

• Resolved an issue where occasionally completed Workflow documents could not be downloaded.

• Resolved an issue with uploading an External Document to a session.

Studio

• HTML/Dynamic Document functions can now be placed in their required location.

• Resolved an issue where complex Workflows with switches were becoming corrupted when edited.

Settings

• You can now download a draft document from the History page.

• The color pickers in the Format and Design settings now work as expected.

API

• Resolved an issue where Workflow documents could not be retrieved by the API.

Events

• Resolved an issue where there was a 3 minute delay in sending the Workflow complete event.

Salesforce app

• Resolved an issue where no object data was passed in the Create Session request (custom object).

• Resolved an issue where a Workflow was not being added to a session.

Release timeline