Release Note: Genesys Hub

Important

In release 9.0, Genesys Cloud for Social has been renamed to Genesys Hub.

February 21, 2018 (9.0.001.11)

The Facebook Connector now fetches comments made to the galleries or individual photos in galleries of a business’s Facebook page and delivers them to agents. As customers can either comment on the entire gallery or on a specific photo in a gallery, the Connector ensures that the agents replies are delivered to the original comment correctly.
Hub now supports Apply Pay through Apple Business Chat messaging service. Apply Pay enables a business’s customers to make payments to the business from their Apple devices.

Service channels are now automatically disabled when the corresponding Account channels for Facebook and Twitter are disabled. Previously, the Service channels were active even when the Account channels were disabled. (SMD-4639)
Hub users with a plus (+) sign in their mail ID can now restore their password. Previously, users with a plus (+) sign in their mail ID could not restore their password. (SMD-4560)
An agent can now post a status update in Facebook with an image attached. Previously, agents encountered an error when they tried to post a status update with an image. (SMD-4704)
An agent now receives comments successfully when the customer comments on the business’s Facebook cover photo. Previously, the agent received the cover photo without the comment. (SMD-3593)
Customers receive the correct business title when messaging an agent through Apple Business Chat. (HUB-333)
The correct channel ID is displayed in the View_iMessage pop-up window. (HUB-284)

This release includes only resolved issues.

An issue in Twitter Connector that prevented public streams from reconnecting is fixed. As a result, if Twitter interrupts the public streams, they will be recreated. (SMD-4703)
The severity level of logging exceptions for a non-critical issue has been lowered. Previously, excessive logging made the Facebook Connector unresponsive at times. (SMD-4492)
The AUTH_POOL option values are now set automatically during startup when using the stream_manager:fixed option. Previously, the AUTH_POOL option values had to be specified in the Settings file. (SMD-4775)

This release includes only resolved issues.

Users can now update Facebook and Twitter channel configurations in Genesys Hub using the Update button on the Channels page. Previously, users could not update the channel configurations as the Update button on the Channels page did not work. (SMD-4680)

The System Status tab now displays an overview of the status for Genesys Hub. Users can view a summary of the number of ongoing/closed Genesys Hub issues, the number of Genesys Hub downtime events, and the percentage of uptime in Genesys Hub for the last 90 days. The uptime percentage is displayed to two decimal places. Although the status of ongoing third-party issues (Facebook, Twitter, and other messaging services) is displayed, the display of third-party issues in the running log of changes ceases 7 days after they have been closed. Third-party issues do not count against open/closed issues, downtime events, and percentage of uptime.

The System Status tab now displays a banner at the bottom to notify users about urgent or important upcoming events, such as a planned maintenance or the upcoming move to Amazon Web Services (AWS). The banner can include a link to download a PDF that has more information including, if needed, instructions for the users on preparing for the change.
Support for the upcoming Apple Business Chat messaging channel:

Hub now supports the upcoming Apple Business Chat (ABC) messaging service. Once Apple has launched the Apple Business Chat service and a brand has been approved by Apple for use of the service, users can configure the messaging service for ABC and create the associated ABC accounts/channels in Hub.

The running log of changes in the System Status tab now also includes status changes of Apple Business Chat connector. A new filter, ABC only, is now available for users to view only the ABC-related status updates in the History Logs section.
Hub now supports ABC List Picker and Time Picker APIs. An agent can use the List Picker to enable their business customers to select one or more items from a list that the agent sends. Similarly, an agent can use the Time Picker to enable their business customers to select an available time slot when scheduling a meeting or appointment.
Hub now supports Queue history window, Queue Notifications, and Backlog (minutes) settings for ABC channels.
A new field, RPC cache timeout, has been added to the ABC channel settings. This field allows you to set a timeout for caching messages that agents might send repeatedly over a period of time. You can enter a value ranging from 0 to 3600 seconds in this field. For example, if you enter 3600 (3600 seconds or one hour) in this field and the driver sends the same message repeatedly, Hub will not forward the message from the agent more than once an hour. A value of 0 disables the timeout.
Users can now activate or suspend ABC channels. Inbound messages are fetched and outbound messages are sent as long as the service channel is active.

Users can now run multiple consumer processes with multiple Kafka partitions. Twitter producers and consumers can get /status and /health endpoints that are served at the address configured by the http_control_panel configuration parameter.
Facebook Connector's logging mechanism has been improved to record more parameters than before.

The Twitter Connector no longer displays the ConnectionError(ProtocolError('Connection aborted.', BadStatusLine(""",)),) error message. These errors are not cached anymore. Messages from agents are delivered to their customers in Twitter when the correct proxy is set or the network issue is resolved.
The Facebook Connector no longer displays the ConnectionError(ProtocolError('Connection aborted.', BadStatusLine(""",)),) error message. These errors are not cached anymore. Messages from agents are delivered to their customers in Facebook when the correct proxy is set or the network issue is resolved.
Users can no longer view the content of a URL when the URL is sent in a private message. Previously, users could view the content associated with the URL in this scenario.
The Facebook Connector no longer restores a business’s pages in Facebook that have exceeded the rate limits and were later deleted by the Admin.
Private message interactions are now retained properly when switching strategy from conversation to Messenger or vice versa. Previously, some private message interactions were lost in this scenario.