Release Notes for all 2025 Q1 Updates

All releases listed are deployed to all Symbee Connect Regions globally. Each release begins deployment in US Virginia (us-east-1) region first, and then progresses to all other regions globally over the course of approximately 48 hours.

The release dates below mark the date of the release deployment into the first region (us-east-1).

2025 / 02 / 13

What's New

  1. Symbee Connect User/Agent UI enhancements for Interaction focus when integrating with external CRMs

    • The User/Agent UI has been updated to both react to and send Amazon Connect "contact view" events and requests, updating the focus of which Interaction is in the forefront of the Symbee Connect User/Agent UI when interaction focus gets changed via an external/related CRM Integration.

  2. Symbee Connect Screen Recording MSI installer download added to Administration Portal

    • An additional Symbee Connect Screen Recording MSI installer download link and visibility to the latest version is added to the Symbee Connect Integration screen (in the Optimize Configuration section) in the Administration portal, in support of customers wanting to deploy the Symbee Connect Screen Recording software to agent PC's via a silent install.
    • (The Symbee Connect Screen Recording MSI installer download is always available directly to agents - same as previously - when a new version comes available or when recording is enabled but not currently installed on the agent's PC)

  3. Symbee Connect Administration Portal usability updates

    • Search, column sort, item counts, and the ability to "Duplicate" to add new configurations based on existing configurations has been added to the following views in the Symbee Connect Administration Portal or better usability:
      • User Templates
      • Preview and Progressive Campaigns
      • Email (Standard) Configurations
      • Email (Routed) Configurations
      • Webchat Instances/Endpoints
      • SMS - Amazon Pinpoint Configurations
      • SMS - REST Based Provider Configurations
      • SMS - SMPP Provider Configurations
      • Social Messaging Configurations

What's Fixed

  1. The Symbee Connect User/Agent UI is updated to work around an issue where Amazon Connect Streams in not sending "on Accepted" events when a Chat or Task is accepted via an external CCP or integration, causing loss of customer-sent chat messages in the conversation, and Task initialization to fail to complete properly.

What Else

  1. The Symbee Connect User/Agent UI is updated to protect against scenarios where Amazon Connect Streams is intermittently emitting false authorization failure events for the user's session when the Amazon Connect cookie has not expired, causing the red "Communication Lost with Amazon Connect" box to sporadically be displayed to the end user.

  2. Column sorters are added to Operating Schedule Exception Dates in the Symbee Connect Hours of Operation modify view in the Administration Portal, and addition of new Schedule Exception dates get inserted based on current order, for better usability.

  3. Updates to all Channel configuration views in the Symbee Connect Admin Portal to block multiple configurations with the same name. While this was allowed and worked previously, for better usability this is now blocked.

  4. More internal updates related to capturing global feature usage by customer/region.

  5. An External Integration option is added for Partners.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • All Symbee Connect CloudFormations have been updated for version control, to support tracking and visibility from the Symbee Connect Administration Portal Feature Integrations page of which CloudFormations you currently have installed, and which ones are out of date / have new updates available. To access this visibility, please run at minimum an update on the first Symbee Connect Integration CloudFormation (the first one listed, marked "Install this First").

2025 / 01 / 20

What's New

  1. New Chat Automatic Language Translate feature is added for user/agents servicing WebChats

    • The new Chat Auto Translate feature enables contact center agents to seamlessly service chat conversations in any of the 70+ languages supported by Amazon Translate without the use of any external tools or custom development.

    • Incoming chat messages are dynamically translated to the agent's preferred/dominant language before being displayed on the Symbee Connect User/Agent UI. Outgoing messages typed by the agent are translated back to the detected customer's preferred language before being sent back out to the customer.

    • From the agent's perspective, if any messages (either received or sent) are automatically translated, each chat bubble with a translation is additionally marked with a "t" in the agent UI to indicate the message has been translated. The agent can optionally click the "t" to toggle between viewing the original text and translated text if needed.

    • When an auto-translation enabled chat is transferred between agents, the chat history presented to the receiving agent is always translated into the receiving agent's preferred language, regardless of the preferred language of any previous agent. Any language change between agents is transparent to the customer - the customer is always presented the conversation in the customers preferred language.

    • A new Preferred Translation Language setting is added to the Chat settings in the Digital Channels section of each agent's Symbee Connect User profile, which controls the preferred Locale the agent will see chat text in when Automatic Translation is enabled. This can be personally set by each agent in the Settings Tool of the Symbee Connect User/Agent UI. The default value is "en" (English).

    • New Auto Translation settings to enable and control Brevity, Formality, and Profanity are added to the WebChat Endpoint settings screen in the Symbee Connect Administration Portal.

    • Symbee Connect Chat Auto Translation in is supported on both Delivery methods (Symbee Delivery Provider or Amazon Delivery Provider), and is supported on Webchat conversations that use either the Symbee Connect customizable customer-facing WebChat front-end, or your own custom-built customer-facing chat front end (for example: Amazon Chat with a custom frontend built using amazon-connect-chatjs).

    • Refer to the Chat Automatic Language Translation documentation for full details.

    • Note: A Chat Integration CloudFormation download and Update is required to use this new functionality.

  2. Symbee Connect Standard Email Administration usability updates

    • The Email (Standard) Configurations screens in the Symbee Connect Administration Portal have been updated to add search, sort, configuration counts, and the option to duplicate an existing Standard Email configuration for better usability.

  3. Symbee Connect CRM Routed Email Administration usability updates

    • The Email (Routed) Configurations screens in the Symbee Connect Administration Portal have been updated to add search, sort, configuration counts, and the option to duplicate an existing Routed Email configuration for better usability.

  4. Update to the Symbee Connect WorkCodes Event Feed Kinesis Stream

    • The JSON payload of the Symbee Connect WorkCodes Event Feed Kinesis Stream has been updated to include any configured value in the External System Reference Code field of the Work Code selected by the user/agent during wrap.

What Else

  1. Performance update to improve the download speed/time of the Symbee Connect User/Agent UI to the browser.
  2. Significant performance update to improve the load time of the User Skill Assignments view in the Symbee Connect Administration portal for large customers.
  3. The Symbee Connect Standard Email Channel is updated with additional protection for Out-of-Office / Auto-Response loops if far-end Email gateways do not properly honor the Auto-Response / Out of Office rules correctly.
  4. Queue and Hierarchy selectors in the Symbee Connect User/Agent UI Supervisor view are updated to display all available values in alphabetical order.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • Chat Integration CloudFormation
    • Updates in support of the new Chat Automatic Translation updates, adding IAM permissions to allow access to Amazon Translate and Amazon Comprehend AWS services.

2025 / 01 / 08

What's Fixed

  1. Update to the Symbee Connect User/Agent UI to address an issue reported where after various hold/mute/un-mute/un-hold combinations while on third-party legs of a call, then returning to the customer, sometimes the customer could not hear the agent.