Synthetix Cloud v3.0.0

Knowledge Base – Major Redesign

• Complete Knowledge Redesign: The Knowledge module has been fully redesigned for improved usability and performance.

• Internal Knowledge Redesign: Updated UI and structure for internal knowledge content.

• Multi-View Search: Knowledge search now works across multiple views and categories.

• Multiple Articles Open: Users can now open and view multiple knowledge articles at the same time.

• Search History by Date: Knowledge search history can now be filtered by date.

• Folders & Favourites:

  • Folders are now supported in Favourites

  • New “All” folder added to Favourites

  • Drag & drop behaviour for favourites improved (reduced “ghost” images)

• Related Articles: Knowledge articles now show related content recommendations.

• Embedded Content: Forms and external web pages can now be embedded directly inside knowledge articles.

• Cached Results: Knowledge searches and article results are now cached for improved speed.

• Subcategories: Support for knowledge base subcategories has been added.

Communications (Live Chat & Messaging)

• Predictive Canned Responses:

  • Added predictive suggestions for canned responses.

  • Improved alignment of predictive suggestions when text formatting is used.

• Variables in Canned Responses: You can now insert dynamic variables into canned responses.

• Canned Responses Redesign: Full UI refresh for canned responses management.

• Live Chat Improvements:

  • Improved live chat UI and overall design

  • Chat functionality now persists even when navigating away from the live chat screen

  • Reduced spacing for a cleaner chat layout

  • New Dark Mode for chat

  • Improved copy/paste handling of HTML content

  • Basic keyword highlighting can now be toggled on/off

  • Common words are now filtered from keyword searches for better accuracy

  • Message notifications now appear above the chat head

• On-the-Fly Translation: Real-time translation is now supported in chat.

• Predictive Keyword Improvements: Improved keyword accuracy.

• End Chat Survey Redesign: Refreshed survey experience at the end of chat sessions.

• Offline Messages: Messages sent by offline users now appear correctly.

• Manual Poke Button: Added a button to manually trigger “poke” messages.

• Stale Notification Cleanup: Old and invalid notifications are now automatically removed.

• Queue Behaviour:

  • Right-hand pane can now revert correctly to the queue

  • Added ability to safely exit chats when required

Metrics & Reporting

• Realtime Metrics: Metrics now auto-update in real time.

• Metrics Caching: Metrics data is now cached for faster loading.

• Resizable Graphs: Dashboard charts now resize dynamically when screen size changes.

• Graph Stability: Fixed issues where data disappeared when rearranging graphs.

• Timezone Support: Improved timezone handling across metrics.

• Chat History Enhancements:

  • Updated Chat History page design

  • Session ID now included in Chat History CSV exports

• Data Pipelines: Metrics data pipelines can now be deleted.

• Operator Stats Improvements:

  • Redesigned operator stats page

  • Fixed operator stats not showing

  • Differentiated Missed vs Abandoned chats on Gantt charts

• Knowledge Metrics Fixes: Resolved duplicated search results in knowledge metrics.

• Gantt Chart Enhancements: Hovering over segments now shows status and ring time.

Profiles & Personalisation

• Language Selection: Users can now select their preferred language from their profile.

• Timezone Adjustment: Timezone can now be configured per user.

• Away from Keyboard (AFK): New AFK functionality added.

• Notification Options: More granular notification preferences are now available.

• Theme Import/Export: Themes can now be exported and imported.

UI / UX Enhancements

• Multi-Language Support: Full support for multiple interface languages.

• Translated UI Components: Improved translation support for UI elements.

• Improved Responsiveness: Faster action handling and UI feedback.

• Better Rendering Performance: Faster screen rendering times across the app.

• New Connection Icon: Updated visual connection status indicator.

• Overlay Improvements: Improved close and interaction behaviour for overlays.

• Improved Tabbing: Better keyboard tab navigation across the interface.

• State Persistence: The state of each page is now remembered.

• Improved Tooltips: Added tooltips to many buttons and UI elements.

• Live Updates: Realtime data now updates more consistently throughout the interface.

Login, Security & Sessions

• SSO Support: Added Single Sign-On support.

• Improved Login Validation: Fixed password validation and new-password flows.

• Improved First-Time Login: Refined onboarding experience for first logins.

• Session Expiry Handling:

  • Added a session expiry screen

  • Enabled session renewal from the expiry screen

• Notifications on Login: Corrected notification behaviour on login screens.

Announcements & Feedback

• Deletable Announcements: Announcements can now be deleted.

• Submit Feedback: Added ability to submit feedback directly from within the application.

• Show Hints Button: Improved functionality in the Support dropdown.

Team & Navigation

• Team Sidebar: Sidebar now behaves correctly when resizing the window.

• Cross-Browser Support: Expanded and improved compatibility across browsers (including IE).

• Client Journey: Improved message flow tracking.

• New Notifications System: Updated notification infrastructure.

Performance & Stability

• Reduced API Calls: Automatically reduces API calls when the page is hidden.

• Improved Connection Handling: Network status overlay updated for better visibility.

• Improved Responsiveness: Actions across the platform now respond faster.