Find UltimateGPT updates here
2024
June
21/06
APSS
Added a "select organization" field to the process of duplicating a bot
April
18/04
Analytics
Added an Open Detailed View button in the Conversation Journey Explorer
04/04
Conversation Design
Update to the design of the Dialogue Builder
03/04
CRM
Automation Engine can only be turned on and off in Zendesk for Zendesk Messaging
March
21/03
Analytics
Week-over-week trends available on the Bot Performance Summary page
13/03
CRM
Multiple-user authentication is now possible with Salesforce
February
19/02
Conversation Design
In the Dialogue Builder, the path tested in a test conversation is highlighted
14/02
Conversation Design
Start testing a conversation from a given block
12/02
Analytics
BSAT Score and BSAT Score by intent are visible in the Analytics under bot performance.
07/02
Analytics
Data Export API token can be self-generated
06/02
Conversation Design
Locate a node directly from the test conversation
January
25/01
Integrations
In the Integration Builder, use the editor for session params, which includes syntax highlighting for Jsonata queries and extends to multiple lines for easier readability of params queries and test values
17/01
Analytics
Data Export API ready for usage
16/01
Analytics
Conversation Journey Explorer available to all users
Conversation Design
Multiple scales available for Bot Satisfaction measurements
10/01
Conversation Design
Improved bot testing experience
09/01
Analytics
Bot Satisfaction insights added to the intent performance table
2023
December
12/12
Conversation Design
Set up a delay for answers sent to ticket messages
5/12
Conversation Design
Bot Satisfaction Score launched
November
2/11
CRMs
Authentication to Salesforce Chat revamped
October
18/10
CRMs
Search through the list of Macros available with Zendesk
17/10
Conversation Logs
See the date/time of the selected conversation in the timeline header, actions grouped by source and linked to these sources for easier debugging
September
27/09
Integration Builder
Use JSONata to transform the test values from your request parameters
12/09
Dialogue Builder
Moving a branch to the last nodes of other branches and moving a visitor message scenario to another visitor message parent is now possible.
06/09
AI
Every AI-generated response will now display the sources of the information
Widget
Every AI-generated answer will display a label above it
CRMs
Add Macros actions added for Zendesk Support
August
31/08
AI
Remove email metadata, HTML, snippets, history and other unnecessary elements for training the model with Clean Content
15/08
Widget updates
Added functionality to hide the widget close button
Truncation of bot name in the widget header when it is long - but visible when hovered over
03/08
Conversation logs
Actions and their statuses are displayed directly in the conversation logs instead of a side drawer.
July
31/07
Widget
Automatic collection of metadata with the Ultimate widget (language, timezone, device type, etc.) set as default
27/07
CRMs
Retrieve multiple fields within a single action for Salesforce chat
26/07
CRMs
See which user was used to authorise Zendesk chat
11/07
API
Enabled multi-token system covering two scopes: bot level API key and organisational level API key
June
20/06
Widget
Test bot now uses the new Ultimate widget
Widget enhancements released:
- Embedding codes
- Metadata collection
- Triggers
- Image and gif preview
- URLs open in a new tab
- Links are automatically hyperlinked
15/06
AI x Intents
Released the Intent Assistant
01/06
Intents
Export functionality available for Intents
May
31/05
Analytics
New Widget added to the Bot performance Analysis analytics: “Conversation Resolution by Hour”
24/05
Widget
The Ultimate Widget is available in 5 locales - English (en_US) - Default, German (de_DE), Finnish (fi_FI), French (fr_FR), and Italian (it_IT)
08/05
CRM
Released Intercom Integration with Actions
April
28/04
Widget
Release of Ultimate Widget
24/04
Analytics
Toggle added to the Intent performance table to switch between percentage and whole numbers
21/04
AI
Improvement to the language detection model released
12/04
Integrations
Integration builder released
06/04
UGPT
Launch of UltimateGPT - updates to UltimateGPT can be found here
03/04
Analytics
Released Bot Analytics which includes a redesign, additional filters, insight widgets, and links to filtered conversations.
March
30/03
CRM - Zendesk Chat
Added Escalation settings to determine if chats should be escalated when agents are marked as away
27/03
Settings
Out of Hour Replies has been sunset
CRM - Sunshine Conversations
- Launched Template builder
- Launched Webview Action
- Escalation and group IDs are now populated as a list
21/03
Virtual Agent
- Added a new system parameter sanitizedLastVisitorMessage that can be used in a conditional block
- When exporting replies for translations, the Intent name is now the name of the tab and the heading names have been adjusted for clarity
14/03
Testing
The new chat simulator now has the option to use intent predictions and send the welcome reply
Test bot can now be used with ticket bots to test conversations directly within Ultimate
07/02
CRM
Zendesk Ticket Automation
- Comments from two tickets can be merged and not to lose any context
- Import conversations from all available channels from Zendesk, including social channels such as Whatsapp and Instagram
Livechat
- Adapted to the V3 API
Freshchat
- Values can be defined for custom fields when creating Actions
Sunshine Conversations
- Templates and webviews can be created directly within Ultimate
02/03
Virtual Agent
Added a new system parameter lastResolution that can be used in a conditional block
February
16/02
CRM
Ability to build a Custom Integration to the Ultimate Platform using any CRM/Channel provider.
14/02
System
Error notifications now have a progress bar to show the duration left until the notification appears. The progress of the bar can be stopped by hovering over the notification.
Dialogue Builder
Automatically assign the resolution state of escalated via email or escalated to agent on the respective escalation block setting.
05/02
Multi-lingual
The ability to delete languages is now available
January
27/01
CRM
- Get Ticket Info
- Get Ticket Tags
- Get Organization info
19/01
Multi-lingual
Ability to translate a single reply
09/01
CRM
Released Zendesk Support Error Logs
Automation Report
- Clustering reports can now be deleted
- Navigate between the topic table and Explore & Train
- Navigate to the data imported directly via the Date Range link
- Long messages are truncated
2022
December
16/12
Dialogue Builder
Added the ability to copy and paste between nodes and at the beginning of the dialogue
Dashboard
Overview Page released to pre-launch chat customers to have an understanding of their launch readiness
12/12
Released a new regex preset to remove excess information from the users' email signatures on emails.
Analytics
Released an elevated version of the Organization Overview Dashboard page, called Executive Dashboard
07/12
Chat Analytics
Release of Resolution States to all customers
05/12
Virtual Agent
Added a new system parameter confidence_score that can be used in a conditional block
01/12
Dialogue Builder
Added the functionality to copy & paste blocks and branches between the same reply, replies in the same bot, and even replies in other bots
November
21/11
Intents
Filters and ordering remain on the Intents Overview table for consistent views
Dialogue Builder
Link to another reply suggestions are ordered alphabetically
Templates
Templates can now be deleted if they are not linked to any replies
Training
Adjusted the logic of the Impact Report Topics table to have the example message with the highest confidence displayed.
16/11
Intents
Added a tag for recently copied replies the first time you go to the destination bots' Intent table
Templates
Added the ability to see replies linked from the Templates overview and from the reply details view
Chat Analytics
Release of Resolution States to beta customers
10/11
AI
Added SNGP net model to AI Model Settings
Settings
SSO is available under User Management > Organization Management in the Ultimate Dashboard by default
October
25/10
Analytics
Links are now sharable with filters applied.
21/10
Platform
Introduction of the Info Center - for quick links to product tours, Knowledge Base, share feedback, and see platform status.
13/10
Analytics
Added links to the Intent Performance table, to include actionable links to intent-specific conversations.
AI
Improvement to the language model for shorter message understanding.
11/10
Virtual Agent
Templates
Multilingual Template Replies were redesigned and renamed Templates. This redesign includes the following benefits:
- Templates are grouped by language.
- While creating a new language we can also duplicate templates
- Template links are automatically updated when creating a new language
- When exporting translation files, only templates in your language will be in the file
- UI improvements will allow you to find the right template with an interface that you are already familiar with from the intents index page.
Translations
Failed escalation, Technical error system replies, Cards & Carousels are now included in the translation export.
Expressions and Intents Improvements
- Shared expressions are no longer removed from source bots while upgrading to multilingual bots
- xlsx Import of expressions optimized
- Links are updated for API integration and fallback nodes when duplicating Intents & Replies from another language.
07/10
Product Onboarding
Introduction of Product tour for new user platform orientation
September
28/09
System Replies
The technical error message can now be configured as a system reply
23/09
Suggestion Replies
Multilingual Suggestion replies can now be activated/deactivated via the contextual menu
07/09
CRM Integration
- Added Add Private Note Action
August
30/08
CRM Integration
- Removed and replaced Get Visitor Info, Get Custom Info, Update Visitor Info, Update Custom Info Actions
- Added Get Ticket Tags Action
19/08
Ticket Automation
Actions can now be created on Intent, Reply, and within the Dialogue Builder
Training Center
Improved deduplication of messages within the training center
CRM Integration
- Added Avatar definition within Sunshine Conversations CRM Integration settings.
- Added Get Organization Info Action to Zendesk Support
01/08
Dialogue Builder
Increased operators available within the Conditional Blocks to include: Greater than, Greater than or equal, Less than, Less than and equal.
July
27/07
Bot Settings & Dialogue Builder
Introduced Operating Hours functionality to replace Out of Hours and Opening Hours
- Create multiple operating hours based on team, region, and brand
- Personalize dialogues based on operating hours and team availability
04/07
Analytics
Launched new Bot Analytics for Ticket Automation with additional filters and visualizations. Learn more about this update here
June
21/06
CRM Integration
Added Update Ticket Action for Freshdesk
Content
Added the functionality to copy to another bot for multilingual bots to copy Intents, Expressions, and Replies. Learn more about it here
10/06
CRM Integration
Updated Freshchat Integration Parameters Settings
- Added a toggle for Escalate Upon Agent's Availability
- Added Channels as an Integration Type
08/06
Conversation Design
- Updated Message Loop Logic - Users can revisit a node twice within the same conversation without errors, however, on the third visit a technical error will occur.
01/06
CRM Integration
-
Added New Freshdesk Actions
- Add Public Note
- Add Private Note
Reply Details Page
- Fixed reply display issue
May
25/05
Analytics
Added 2 new label-based metric visualizations - which can be filtered by specific labels.
-
- Bot Handled Rate (by Label): Shows a trended view of the % of conversations that contain a selected Label and are considered bot handled
- Conversations by Label: Shows the count of conversations containing a selected Label, with a breakdown of the resolution
Bot Management
- Added an icon selector to indicate the language when duplicating a bot to multilingual
General
- Improved dropdown filter to always show apply button
Message Training
- Fixed text overlap issue when messages were expanded and long messages were displayed
19/05
Multilingual Bot
- Improved UX for multilingual reply management
- Added a graphic to the dialogue preview section, which is clickable and improves page load time
16/05
Analytics
- Added the ability to sort on all columns in the Intent Table by clicking the column header - applicable for monolingual and multilingual bots
Message Training
- Fixed an issue where messages would not load after scrolling past a high number of messages quickly - all messages now load without any issues
Conversion Logs
- Improved UI with responsive design optimized for varying screen sizes
- Updated date format style to fit on one row
13/05
Ticket Automation
- Added Dialogue Builder functionality for Ticket Automation
- With this addition, ticket automation bots also integrate to your system and are able to directly receive customer data.
- Added ability to link to a ticket reply
- Improved padding for visitor message blocks
5/05
Content
- Added a search functionality for template replies
3/05
Training Center
- Fixed an issue that caused expression searches to require a double click
- Updated spacing for intent training for better usability on small resolution screens
April
29/04
Conversation Logs
- Added a display the active_language parameter as ISO code instead of languageID
Content
- Added a new filter to find intents that either have inactive replies or may be missing a reply
Multilingual Bot
- Fixed an issue with matching multiple active_language values to one language
Training Center
- Message Training
- Removed "Edited" from the filters as it was not functional
- Fixed an issue where only 100 results could be shown
20/04
Conversation Logs
- Added ability to navigate between conversations using the keyboard arrows
14/04
Multilingual Bot
- Added function to upgrade a single-language bot to a multi-language bot with the same, shared intents
13/04
Training Center
- Improved Clustering in Impact Reports by adding the following:
- Language detection. This means that first we find the main language of the dataset and then we filter out all the segments that are not in this language.
- Improvements to text preprocessing. Changes here include deduplicating the messages and filtering out segments based on length (less than 1 character for Korean, Japanese, Chinese and less than 3 words for all other languages)
- Improvements to text encoding, where we replaced LaBSE embeddings with SBERT-mpnet embeddings.
- General improvements to the clustering algorithm.
Content
- Added functionality to sort the intent index page by frequency, intent name, category, expression amount and the last modified date.
- Updated and improved the Import/Export Feature, changed it to match intents based on hash values rather than intent names.
12/04
UI
-
Added support for multilingual flags in Windows 10 and newer
- Changed inactive languages to have a lower opacity in the intent index page
AI
- Improved AI for multilingual bots
- Set the default language detection threshold to 15%
11/04
Analytics
- Added a new section - Analytics, with the following features:
- Multi language dashboards to match multi-lingual bots
- Single language dashboards for the single language bots
- Filters: Language (Multi-lingual only), resolution & time range
- Various different visualisations for the most important KPIs
- Flexible widgets that can be changed and replaced
7/04
Dialogue Builder
- Added ability to create a new node on top of the root node
CRM Integration
- Added another Session Parameter to SunCo Groups called
{{integrationId}}, which allows defining conditions based on the source of the data
Conversation Logs
- Added the ability to filter by PlatformConversationID. Note that this filter only works with exact matches, not partials.
6/04
Training Center
- Added the ability to specify exactly how many messages an Impact Report should be made from.
CRM Integration
- Overhauled the UI for the Merge Ticket action with Zendesk Support
SSO
- Added official support for Azure (enterprise customers only). Custom integrations can be used for any other SAML too, but without a guarantee for full compatibility.
AI
- Removed punctuation settings, as they were no longer used for model creation
Dialogue Builder
- Updated the header to show the current language used, also allowing quicker navigation between various languages
Training Center
- Added functionality to filter message training by language
- Added functionality to filter for language in intent training and AI suggested messages
- Updated the Confusion Matrix to display expression language
- Fixed an error for message training when used advanced filters
March
31/03
Bot Duplication
- Fixed bug that made duplicate bots go offline with no warning
- Duplicated bots will no longer carry over the CRM integration settings of the origin
30/03
Ticket Automation
- "Ticket Created" renamed to "Ticket Processed by Ultimate"
29/03
Dialogue Builder for Ticket automation - beta
- Fixed Dialogue Builder API Integration to allow children and links
- Fixed margin bottom on the drawer sections
- Fixed spacing in PageHeader and node block height
- Fixed to show reply data changes directly instead of only being shown after reloading the page
- Fixed occasional wrong node types being rendered
- Fixed that switching to the dialogue builder would un-save previously saved dialogues
Real-time alert webhook
- Fixed the uncheck checkbox to activate webhook as soon as an empty url is saved
General
- Fixed a glitch on the entity page when hovering over a row
28/03
Multilingual Bot
- Changed new bots to be Multilingual per default
- Added a confirmation message that is shown when changing reply status to Active/Inactive.
- Added Import/Export functionality to the intent index. Note that only one language can be imported/exported at a time
Training Center
- The language of a given expression will automatically be assigned and shown
CRM Integration
- Removed FreshChat Suggestion Engine
Conversation Logs
- Intent Training
- Added the ability to filter by language
- Added the ability to filter AI suggested messages by language
- Conversation Logs
- Added function to display the language of a conversation
- Added ability to filter by language
- Message Training
- Added function to display the language of the message if available
15/03
CRM integrations
- Added compatibility for images to be sent and understood in conversations using FreshDesk Messaging
- Added the "Create Ticket" action for Sunshine Conversation, meaning that tickets can be made from SunCo chats
10/03
New Expression Engine
- Changed to automatically merge similar expressions
- The expression count might be slightly different. The reason for it is that similar expressions are now merged into one. This does not affect AI model performance.
February
23/02
Dialogue Builder
- Increased text editing space to Ticket Automation Bots
- Released real-time webhook to beta clients - clients are now able to integrate events in their systems to be alerted when one of the topics is triggered
Multilingual Bot
- Fixed issue of expression count discrepancy in Intent Training
- Fixed issue of system replies availability
15/02
CRM integrations
- Upgraded security measures of LiveChat and Zendesk Support
- Released CSAT collection from Salesforce to beta customers
Multilingual Bot
- Improved language detection quality significantly
- Improved multilingual UX
Dialogue Builder
- Fixed issue of Conditional Blocks - "Is (Boolean)" can now be selected directly
- Fixed issues of basic auth and conversation IDs of GDPR endpoints
- Fixed issue of copying carousels
- Fixed issue dialogue preview crashing and ability to save an empty dialogue
- Fixed issue of Main Reply appearing as the OOH reply
- Fixed issue of UI colors
- Removed legacy clustering endpoints
04/02
Multilingual Bot
- Added intent filter to filter by category
- Fixed moving a reply to another intent in Reply Advanced Settings
- Fixed case sensitive issue of search function on Content page
- Fixed showing "0" results while loading on
- Fixed description not editable issue of System Replies
January
12/01
Multilingual Bot
- Released to all users
Dialogue Builder
- Updated template reply detail page to hide invalid options
- Fixed new intent table for Ticket automation bots
- Optimized UI for intent and reply detail pages
03/01
CRM Integrations
- Sunshine Conversations: Added feature to support incorporating forms in Dialogue Builder
- Zendesk Support: Added integration feature so Zendesk ticket custom fields are now selectable in dropdown (and no more manual field ID copy pasting!)
Dialogue Builder
- Deployed new color scheme for better block visibility at all zoom levels
2021
December
17/12
- Fixed saving dialogue as template
- Fixed expression count value display
- Added language confidence threshold adjustment in Settings > Bot Settings
06/12
Dialogue Builder
- Added feature to collapse and expand dialogue flows
November
18/11
Confusion Matrix
- Removed out_of_scope as an intent
17/11
Dialogue Builder
- Added ability to add Actions to Conditional Blocks and Integration Scenario Blocks
15/11
Dialogue Builder
- Carousel - static is released to all and Carousel - dynamic (beta) is available to early release program participants
Test Widget
- Test Widget has been revamped!
- All conversations made in the Test Widget will now be marked as "Test Conversations"
- They are not counted in Analytics
- Renamed "Test Mode" to "Intent Prediction" and when it's turned on
08/11
Public API
- Added new end point: Delete User Data
October
07/10
Dialogue Builder
- Added new conditions for Conditional Blocks
- includes
- does not include
- Fixed issue of confidence rate not displaying in Test Widget when test mode is enabled
04/10
Virtual Agent
- Added support for three parameters that can be used as bot answers as well as actions
- conversationID
- platformConversationId
- chatTranscript
September
07/09
Conversation Logs
- Launched a new look that reflects the Virtual Agent's viewpoint
- Changed text alignment to be permanently left
- Added straightforward access to view action
06/09
Training Center
- Moved Impact Report to Training Center
- Improved system performance in Intent Training when adding expressions
- Fixed Priority filter in Confusion Matrix
- Removed old Training page
01/09
Dialogue Builder
- Added functionality to link directly from a conditional scenario to another reply
August
25/08
Intent Training
- Added intent usage frequency
24/08
User Access
- Added restrictions of access to Bot Settings and CRM Integrations to Client Admin only
17/08
Ticket Automation
- Fixed issue of actions showing twice in Conversation Logs
- Fixed issue of historical data import from Zendesk Support not showing in Conversation Logs
- Fixed error caused by removing intent with reply
- Added details to Conversation Logs
Dialogue Builder
- Fixed issue of blocks not displaying properly in OOH preview and when switching between replies
- Fixed issue of boolean render incorrectly in Conditional Blocks
- Fixed issue of "Else" not accepting all datatypes in Conditional Blocks
- Added functionality to move, copy, and add actions to Conditional Blocks
16/08
Confusion Matrix
- Added info tip to the inactive label and timestamp of an AI model
Login Page
- Hyperlinked the logo to link back to our website
Intent Training > AI Suggested Messages
- Improved usability - Confidence threshold of the bot is now the default upper value of Confidence Range
- Added filter sharing of the page when sharing the URL
Message Training
- Improved usability - message quality filter now applies to all messages instead of just the ones loaded in view
- Fixed issue of resetting filters breaking the page
Dashboard
- Fixed left side menubar overlapping Impact Report issue
13/08
Content
- Fixed issue of importing intents and replies
July
14/07
Public API Reference
- Chat Automation API documentation is now available here: https://ultimateai.github.io/public-api/#introduction
06/07
Dialogue Builder
- Added "else" as the default fallback scenario when using conditional blocks
- Fixed dropdown menu order rendering so options are visible and not hidden by the following block
June
23/06
CRM integration
- Added new action
Create Ticketto Freshchat users. This enables another way of escalation for non-urgent cases or simply to create tickets with every chat.
21/06
CRM integration
- Added new action
Get Visitor Infoto Freshchat users. This enables personalization of messages and creates a better cx
17/06
CRM integration
- Fixed issue of conversation import from LiveChat
- Added trigger name and description when adding a trigger via ticket automation in Zendesk Support
Chat Automation
- Public API now available. Contact your CSM for more details
- Added a layer to security and authentication to public API
- Improved data structure
- Added ability to send API metadata parameters
-
Added support of three event types:
-
startSession- triggers the chat started event -
message- sends a message -
endSession- triggers the chat ended event
-
Dialogue Builder
- Added ability to reorder Conditional Blocks in the drawer for quick and easy modifications to workflows
- Changed default status of “off” in Visitor Message > Link Clicked
15/06
Training Center
- Updated: When clicking Solve Issue > Manage Expressions, the new view is opened in the same tab instead of a new page
- Added the button “Mark as Solved” to the expression management view
09/06
Training Center
- Adjusted the levels of low, medium, and high confusions in Confusion Matrix
- Fixed issue of sorting direction change when tag switching on the List of Issues tab in Confusion Matrix
08/06
CRM Integration
- Fixed bug with zendesk support: Update Ticket" order of fields
- Created version 2 of zendesk support actions: ddTag, addComment and getVisitorInfo
- Added possibility to integrate their Freshdesk account.
- when clicking on the "integration params" of freshchat, users can now add freshdesk API key and Freshdesk subdomain.
- Updated the UI to add, edit and remove "Topic ids" for Clarabridge integration
- Added "add tags" action to Clarabrdige through Sunshine
03/06
Dialogue Builder
- 🎉 New release! Conditional Blocks to all users
- Fixed styling issue with "Save" button on intents/ replies
Conversation Logs
-
- Fixed issue with rendering conversation number
General
-
- Fixed issue with ZD support "update ticket" - when updating multiple custom fields on different events
02/06
AI
- Removed Industry Module as an option from Impact Reports
May
27/05
Confusion Matrix
- Added new feature to highlight messages that could cause confusion
Bot management
- Added ability to search for bot names
General
- Added redirect after login - when user opens a URL when they are logged out, they will be redirected to the intended page of the URL after logging in
20/05
Chat Platforms
-
Renamed to "CRM Integration"
Dialogue Builder
- Fixed bug with opening "Dialogue builder" for "Out of hours" replies
17/05
Impact Report
- Updated wording and typos
Content
- Adjusted the styling of vertical tabs in Detail Page
AI
- Updated AI training endpoint from v3. to v4
- Removed the demote model functionality
Settings
- Updated Change log in Bot Settings so it's visible to Client Admin role
Organization Management
- Added ability to sort user by email address
Bot Management
- Fixed Bot Wizard layout for smaller resolutions
April
22/04
CRM Integration
- Added new feature to trigger CSAT surveys upon resolving conversation
21/04
Conversation Logs
- Fixed page crashing caused by Calling toLowerCase on null
- Limited export in Conversation Logs for max 5000 conversations at a time. This limitation is required to keep our chat responsive at all times.
March
23/03
Dialogue Builder
- 🎉 New release! A new version of Dialogue Builder with a new look and new features
- Added features to insert, copy, move, and delete blocks and branches
- Added feature to pin or unpin drawer
- Message character count now visible in the drawer
- Added the shortcut dropdown menu to quickly switch between replies
- Highlights linked messages
22/03
Impact Report
- Upgraded with the latest AI advancements to suggest similar expressions and matching intents in Explore & Train of each topic
- Added Advanced Filter & Search to allow showing messages based on similarity, confidence and message length in Explore & Train of each topic
- Fixed issue of slow loading messages