Change Log - July 2025

Available as of v5.53

Added

Auto Answer Option for WebChat
- Default behavior is to offer chats/texts to agents for 30 seconds, allowing them to accept or reject.
- This new feature allows for chats to be automatically accepted if an available agent is offered the chat/text.
- Can be configured by skill in the admin client:
  Contact Center Configuration > Skill Management > (select the applicable skill) > Chat Settings > Auto Answer

Intelligently Load Chat/SMS History
- When selecting the "Load More History" button in an SMS or Chat thread with a given customer, performance issues occurred if there was a large amount of history associated with that unique contact. This was because Xima was attempting to load a defined time window of messages with each click, regardless of volume.
- With this update, we'll intelligently load messages:
  - Upon clicking the history button, it will automatically load up to 12 weeks OR up to 20 messages have been loaded. To load the next 20 messages or 12 weeks of history, click the history button again.
Screen Pops - Manual URL Variables
- Prior to this update, variables for a screen pop URL could be configured using the "Parameters" settings in a screen pop profile
  - Available parameters would be listed for easy selection
  - Values would be preceded by "?="
  - This method remains available today
- With this build, you may manually define in the URL where you would like the returned value(s) to be inserted into the URL of the screen pop
- Read this article section to learn more.