What's New in Messaging Applications for 9.0

9.x

{{{{{TMPL8}}} |Release=9.0.0 |Draft= |New=

What's New in Messaging Applications for 9.0

Dec. 11, 2018

• Apple Business Chat Plugin for Workspace Desktop Edition
  • Structured messages now support Rich Linking, which shows customers an inline preview of an image or video within the chat. This feature enables customers to view media immediately without having to click a "Tap to Load Preview" message.
  • Administrators can configure the option applebcsession.max-text-message-size to set the maximum size of the outbound text message, specified in bytes by converting the message string to UTF-8 encoding. A notification appears below the message area if the maximum value is exceeded. Some symbols, such as emojis, might require additional characters.
  • Agents now see a pending-response indicator that signifies by color (green, to yellow, to red) how much time has passed since the agent received the customer message. The interval between color changes can be set by an administrator. Refer to the Apple Business Chat Guide for more information.
  • The plugin now displays a currency symbol for all currency amounts that appear in Apple Pay forms.
  • Agents can now perform the following functions in Apple Pay forms:
    • Calculate and add tax to the total amount and shipping options
    • Add, modify, or delete shipping options
  • Support for the Windows 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

• Genesys Driver for use with Apple Business Chat via Hub
  • Support for the Windows 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
  • Support for rich links in structured messages.

Sept. 27, 2018

• Apple Business Chat Plugin for Workspace Desktop Edition
  • The plugin now supports asynchronous chat. Agents can use workbins to store dormant chat sessions for later use. If a customer resumes the interaction, it is automatically removed from the workbin and transferred to an available agent.

• Genesys Driver for use with Apple Business Chat via Hub
  • The driver now supports asynchronous chat. See the Chat Server Release Note for more information.
  • The driver now supports a new transactional Apple Pay schema that includes Stripe as a third-party transaction provider.
  • The driver now supports Intent, Group, Locale, and DeviceAgent attributes in an interaction.

• Digital Messaging Server
  • Support for the latest releases of Apple Business Chat Plugin for Workspace Desktop Edition and Genesys Driver for use with Apple Business Chat via Hub.

March 29, 2018

• Apple Business Chat Plugin for Workspace Desktop Edition
  • The plugin now supports Apple Business Chat interactive responses. Agents can use the following interactive responses when in chat interactions with customers:
    • Apple Pay
    • Custom Extension (referred to by Apple as Custom Interactive Message or Custom Message Extension)
    • Date Picker
    • List Picker

      Important

      Agents cannot modify Apple Pay credit card lists, shipping options list, shipping and billing addresses, and other Apple Pay attributes. Customers must provide this information using their Apple device.

  • The plugin supports the following features:
    • Attachments
    • Contact and chat history
    • Emojis
    • Standard Response Library
    • Text messages
    • Transfer to other agents
    • Typing notifications for customer devices
  • Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
    • Windows 8
    • Windows 10
    • Windows Server 2012

• Genesys Driver for use with Apple Business Chat via Hub
  • The driver supports the following inbound and outbound structured messages:
    • Apple Pay
    • Custom Extension (referred to by Apple as Custom Interactive Message or Custom Message Extension)
    • Date Picker
    • List Picker
  • The driver supports the following:
    • Text messages and attachments.
    • Typing notifications from agent to customer.
  • Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
    • Red Hat Enterprise Linux 7
    • Windows Server 2012
  • Support for iOS 11. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information.
  • Support for TLS 1.2. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information.

• Digital Messaging Server
  • Support for the initial release of Apple Business Chat Plugin for Workspace Desktop Edition and Genesys Driver for use with Apple Business Chat via Hub.