New Features
- Surveys: A new Contact Lookup question type has been added to the survey builder. The use case for this new question type is primarily aimed at Anonymous Surveys (e.g. triggered from Survey Links app via QR code or a table on premises). The survey will ask the respondent for their email or mobile number and attempt to match them to an existing contact which will build a response history. If an existing contact isn’t found then a new contact with that email/number will be created.
- CSV Importer: The CSV importer now displays the upload directory for SFTP uploads. *Subscription Upgrade Required
- Multi-Factor Authentication: Added the option to remember the current device for 30 days. Future logins from the same device should not trigger MFA authentication for 30 days. *Subscription Upgrade may be Required
- Multi-Factor Authentication: Added MFA to the mobile login process, this was previously only enforced on desktop. We have also added a first time setup process for users who have not yet set up MFA. *Subscription Upgrade may be Required
Product Improvements
- CSV Importer: CSV files sent via email are now always processed in the order they were received.
- Bot Detection: Improved detection logic so that bots hitting the survey don’t reset existing responses from real contacts.
- Surveys: The survey logic options for CSAT/5Star questions were inconsistent between the leading question and subsequent questions of the same type. The leading question was using the Promoter/Detractor/Passive terminology inherited from the NPS question type whereas subsequent CSAT/5Star questions were using the actual values of the response (e.g. “Very Satisfied’). The survey logic has been changed for leading questions to use the actual values instead of Promoter/Detractor/Passive grouping.
- Themes: Emerging themes will be calculated more frequently for AI Themes customers - at least once a day and when the AI Themes feature is toggled on *Subscription Upgrade may be Required
- Data Management: New custom fields now have their visibility disabled by default. This change was made because so many accounts have a large amount of customer fields but a lot of these fields are purely for added information and are not used functionally, so they simply create clutter in the UI.
Bug Fixes
Desktop
- Fixed a number of visual and data bugs with the main graph and locations slides in the Executive Summary.
- Fixed a bug where changing any field’s visibility on the Data Management page would set all fields to hidden.
- Fixed a bug where links in the Response Reply window weren’t working.
- Optimized the performance of the Returning Contacts widget in the top right of the Responses page for customers with a lot of contacts and responses.
- When editing a CSAT response, it is no longer possible to change the score to a value greater than 5.
- Fixed a visual issue on the filter bar where ‘My filters’ would overlap with the calendar picker when there was a filter already set.
- Fixed issues around replacing respondent names with custom field values
- Fixed a bug where the Average SLA was not being properly calculated on the Case Management report for some customers.
- Change in behavior: when viewing a question report for a subsequent CSAT question (i.e. two CSAT questions in a survey), the Responses quick view on the right side of the screen previously showed the CSAT response for the selected question. This was inconsistent and confusing as everywhere else we would show the response from the leading question. This has been changed to always show the response from the leading question.
Mobile App 3.0
- Fixed a bug in the mobile app Teams page where navigating across team hierarchies would sometimes not load the full team when traversing back up the hierarchy.
- Filtering on the mobile app should be faster as the app will only load the first several filter values, scrolling horizontally or searching for a value will load more. Previously the app was loading all values, which caused some performance issues on larger accounts.