SupSearch

Improvements

Knowledge Gaps Transparency for Admins
Admins can now see the reasoning behind why a specific example was included in the Knowledge Gaps section, making it easier to take targeted action.

SharePoint Article Logs Sync
SupSearch now synchronizes SharePoint article logs, improving visibility and tracking of imported content.

Sharepoint widget support
It is now possible to host a search widget on Sharepoint.

Other Updates

ServiceNow import
It is no longer possible to have custom ServiceNow imports

Bug fixes

• Content management policy violations for LLMs
• Training page no longer shows excluded articles

BotStudio

Improvements

Label SupSearch Articles from Training Page
It is now possible to label SupSearch articles directly from the training page in BotStudio. This allows corrections to search results for specific queries, which will improve performance for similar queries in the future.

Markdown Support for Zendesk Sunshine
Bot replies sent to Zendesk Sunshine now support markdown formatting, enabling richer, more readable outputs.

White Noise for Voice Virtual Agents
Voice virtual agents can now play white noise during idle periods, enhancing the conversational experience and reducing confusion during pauses.

Botscript Suggestions
While writing Botscript, bot builders will now receive suggestions for variables and functions, speeding up script writing and reducing errors.

Performance and Maintenance Updates

• General performance and maintenence updates
• Improved address anonymization performance for sensitive data handling.
• Improved article lookup performance and robustness for both BotStudio and SupSearch.

New API for Dashboard Metrics
New API endpoints are now available for fetching dashboard-related metrics programmatically.

PCM Email Bot: Send Reply Support
Email bots can now send responses using the new PCM Send Reply action, enhancing mailbot capabilities.

Old Insights Page Restored
The previous version of the Insights page is now accessible under Statistics → Flow

Bug Fixes

• Fixed an issue where generative AI calls would fail during conversation tests.
• Fixed a bug that was giving errors around anonymization and dictionaries.
• Resolved a rendering issue for long messages in the conversation logs.
• Fixed a bug where certain error types were not correctly caught during conversation tests.
• Resolved a bug affecting options in Smart Nodes in the Demo Panel.
• Fixed a bug where manual GenAI evaluation reviews were not saved correctly in some cases.
• Resolved an issue where the platform action "waiting time" returned incorrect values.
• Fixed a strict domain check in the Send Email action that prevented valid replies.
• Fixed navigation issues in the Generate AI Reply activity when selecting context articles.
• Voicebot no longer reads out “transfer requested by bot” when transferring to a phone number.
• Fixed an issue with the WHOIS action that could cause the bot to become unresponsive.
• Resolved a bug where the selected language didn’t affect the language selector in Analyze & Debug.
• Fixed a bug where the Suggestion Feedback action didn’t trigger as expected.
• Fixed an issue related to setting the input variable of subflows.

• The Demo Panel now automatically scrolls to the bottom when a new message is received.