Synthetix Cloud v2.6A

Knowledge Base Improvements

• Search Reporting: Reporting of knowledge searches now submits correctly.

• Email Article Updates: Removed email validation restrictions when sending knowledge articles by email.

• Print Support: Added a Print Article button for easy printing of knowledge content.

Communications (Live Chat)

• Smarter Title Notifications: Title flashing now automatically cancels when there are no chats in the queue.

• Chat Slot Accuracy: Chat head and queue counts are now synchronised to prevent temporary mismatches when chats end.

• Improved Message Rendering: Chat messages now preview more accurately when HTML elements are included.

• Basic Text Formatting: Live chat messages now support bold, italic, and underline formatting.

• Correct Chat Duration: Chat duration reporting no longer includes ring time.

Metrics Enhancements

• Operator Summary: Average interactions are now correctly displayed in the Live Chat Operator Summary table.

• Enhanced Data Downloads: Live chat data exports now return additional customer details for improved reporting.

• Trigger Clarity: Added clearer descriptions of trigger properties within data downloads.

• Operator Activity Charts: The operator activity bar chart now displays Available and Suspended states.

Session & Security Improvements

• Improved Session Expiry Handling:

  • Session expiry notifications no longer appear multiple times after desktop interaction.

  • Session expiry now displays a full-page overlay, allowing session renewal without relying on desktop notifications.

  • Session expiry notifications now also cause the browser tab to flash.

• SSO Login Stability: Single Sign-On users can now successfully log in again.

System & Admin Improvements

• Deleted Announcements: Deleted announcements are no longer shown to users.

• Preview Warnings: Clear warnings are now displayed when using preview versions of Contact Cloud.