WhatsNew/Version5.5.6

Version 5.5.6

Bright Pattern Contact Center version 5.5.6 is a release that includes new features.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.

Changes in System Behavior

There are no changes in system behavior for this release.

Added/Updated Features

The following features have been added or updated for this release.

Bright Pattern Mobile SDK

The Bright Pattern Mobile SDK provides companies that write their own mobile applications with the tools required for connecting customers who use mobile devices to Bright Pattern Contact Center. The SDK is available for both the Android and iOS operating systems. The Mobile SDK includes pre-built client libraries and sample application code. Additionally, the SDK simplifies the use of the Bright Pattern Mobile/Web Messaging API v2.

For SDK information, examples of customer app use, as well as an example scenario, see the Mobile SDK Instruction Manual.

BPCC Mobile/Web Messaging API v2

This version of Bright Pattern Contact Center (BPCC) software introduces the Mobile/Web Messaging API v2. This API allows developers to integrate chat and voice interactions with mobile devices or third-party applications, and can be used for the development of rich contact applications, such as customer-facing mobile and web applications for advanced chat, voice, and video communications with Bright Pattern Contact Center-based contact centers.

The Mobile/Web Messaging API v2 contains the same methods and events as the Mobile/Web Messaging API v1 but adds the following:

• Support for the Apple Push Notification service (iOS) and Firebase Cloud Messaging push notifications (Android and iOS) with the Mobile Notification Subscription method
• The Get Case History method, which returns the combined transcripts of all chat sessions linked to a specific CRM Case object
• The Close Case method, which allows a client application request to close the case associated with the chat session
• The Get Version method, which returns the version of Bright Pattern Contact Center used on the server.
• The new client events chat_session_message_delivered, chat_session_message_read, and the new server event chat_session_case_set

Note that the Mobile/Web Messaging API v2 has the following endpoint prefix:
https://<tenant_url>/clientweb/api/v2/

The Mobile/Web Messaging API v1 will continue to be supported but will not support the new features. For more information, see the BPCC Mobile/Web Messaging API v2 documentation on Postman.

New “Mobile” Tab for Messaging/Chat Scenario Entries

If your contact center utilizes a mobile/chat application that was developed from a Bright Pattern Contact Center SDK (iOS or Android), the Mobile tab is added to Messaging/Chat scenario entries. Apple Push Notification service (APNs) certificates and Firebase Cloud Messaging (FCM) server keys must be added here in order to allow notifications to be passed from Bright Pattern Contact Center environments to customers. Additionally, this section allows you to configure the timeout setting for locked or inactive mobile user screens. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Delivered and Read Receipts for Messaging/Chat Scenario Entries

The option Send read-by-agent notifications is added to Messaging/Chat scenario entry properties. This setting allows the Agent Desktop application to send chat message delivery receipts and/or chat message read receipts to customers. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Chat History Accessibility via API Scenario Variable

Starting from this version of Bright Pattern Contact Center (BPCC) software, the following scenario variable is added: $(item.allowChatHistoryForCase)

This variable, along with the new Set Case scenario block setting, allows case history to be accessed via the BPCC Mobile/Web Messaging API v2. Specifically, it is possible to retrieve the chat case history via the Get Case History method, or close the case via the Close Case method. You can use the Set Variable block to set the variable $(item.allowChatHistoryForCase) to the value of the case ID.

Case History Access via the “Set Case” Scenario Block Setting

For chat scenarios, when the new Allow case history access via chat API setting is enabled, the block defines which case to provide the history from, or close, via the BPCC Mobile/Web Messaging API v2. For an example scenario that uses this setting, see the Mobile SDK Instruction Manual, section Bright Pattern Scenarios and Your Application. For more information, see the Scenario Builder Reference Guide, section Set Case.

Web Chat Domain Hopping

For websites that span multiple domains without a common root (e.g., acme.com.au and acme.co.nz) and while requiring a seamless transition of an active chat session while navigating between pages located on these domains, a new option is introduced in chat snippet:

<script type="text/javascript">
    SERVICE_PATTERN_CHAT_CONFIG = {
 ...
        sharedDomains: ['acme.com.au', 'acme.co.nz']
 ...
    };
</script>

Setting that option to the list of domains that must be supported within a chat session makes a web chat window with an active chat session to stay open, with complete chat history, when navigating to a page that belongs to a different domain as long as that domain is in the list.

Setting this option also makes the option to save chat history in the customer web browser to work across the listed domains. Note that making a change to the list of shared domains erases all saved chat history for the domains in the previous list.

Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.

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