Conversational Router

09-04-2024 | Conversational Router

Feature release | Agent assigned event

The TwoWay event agentAssigned has been added. This event can be used to indicate when an agent is assigned to a conversation, and the customer know who they are talking to. It can also be used when a conversation is handed over to another agent during a conversation.

The implementation details concerning the event can be found on the technical documentation page.

Improvement | Summarisations

The summary provided by the Conversation History adapter has now been improved. A newer and more capable AI model and updated configuration are now used to generate the summary.

26-03-2024 | Conversational Router

General updates and highlights

The Conversational Router has moved from the Mobile Service Cloud umbrella to Central Services. One of the corresponding changes is that the documentation has been moved and can now be found here.

Feature release | .doc and .docx support on the CxWebConversations channel

Support for sending .doc and .docx files via the CxWebConversations channel has been added. Valid MIME types are

application/msword and

application/vnd.openxmlformats-officedocument.wordprocessingml.document.

26-01-2024 | Conversational Router

General updates and highlights

Because of recent choices made by Twitter/X CM.com has chosen to drop support for this channel in the messaging domain. In line with that the Conversational Router has now also dropped support and adapted its API validations to reflect this change.

See our page on channel support for the most up-to-date list of supported channels.

Bug fix | Event identifiers correctly generated

Conversation events contain an id field. This was pre-filled with GUIDs containing just 0's. We have now fixed this unintended behaviour to use randomly generated GUIDs.

29-11-2023 | Conversational Router

General updates and highlights

We have been hard at work on improving non-functional aspects of the Conversational Router, giving a lot of attention first and foremost to stability. This will enable us to scale more and better.

Improvement | Web Conversations and Conversational AI Cloud configuration simplification

Previously when using the V2 endpoints of Web Conversations and Conversational AI Cloud the link-up between the two of them was done via a custom TwoWay adapter. We have now added a dropdown to their respective adapter configuration pages to enable linking between both V1 and V2 versions. This decreases changes of mistakes and increases configuration velocity.

E.g. the Web Conversations adapter configuration page, including the newly added dropdown.