July 10th 2025 – Build 3143 Release Notes: Service-Now File Attachments, CSP Security Compliance, Chat Recovery, AI Behavior Fixes, and Reporting Optimization

We’re excited to announce the latest improvements in Build 3143, which focus on Service-Now ticket enhancements, better content security practices, recovery improvements for live chat, smarter AI behavior on restart, and major reporting performance gains.

Let’s dive into why these updates matter:

Attach Files to Service-Now Tickets

You can now upload files directly to Service-Now support tickets and call tickets during chat sessions.

Why It’s Useful:
Allows users and support agents to attach logs, screenshots, or relevant documents during a chat session. This improves ticket accuracy and speeds up resolution by reducing follow-up communication.

Improved Security with CSP Compliance

We’ve added updated content security policy (CSP) directives to better support Google Tag Manager and reduced unnecessary application insight logging.

Why It’s Useful:
Ensures CSP compatibility with trusted third-party scripts like Google Tag Manager, while also cutting down on noisy diagnostic logs that previously cluttered the system. This improves both performance and maintainability.

Reliable Chat Recovery After Crashes

We've improved the logic for resuming active chat sessions after unexpected app crashes or restarts. Previously, some sessions didn’t restart correctly due to assumptions about orphaned chats and redundant services.

Why It’s Useful:
Guarantees that chat sessions in progress before a crash resume reliably afterward. Also improves internal tracking and reduces confusion caused by outdated or inaccurate chat state in the control panel.

Smarter AI Chatbot Resumption

AI sessions used to generate duplicate replies if the app restarted after an AI response. That logic has been corrected so the AI will not resend its last message on resume.

Why It’s Useful:
Prevents duplicated AI responses after restarts, keeping conversations consistent and easy to follow. Idle timeout behavior remains intact for handling silence or abandonment.

Faster, More Efficient Reporting

The reporting API has been heavily optimized with better memory management, caching for repetitive report requests, and streamlined CSV generation. Sample code has also been updated from jQuery to modern fetch.

Why It’s Useful:
Greatly reduces resource usage and load times when pulling or exporting reports—especially for repeated queries with the same filters. Developers also benefit from more modern, maintainable API code samples.

Resolved JSON Serialization Issue

Reports using the Session.Deflected metric could previously trigger a circular reference serialization error. We’ve patched the issue and removed legacy debug logging.

Why It’s Useful:
Prevents failures in reports that include session deflection metrics, ensuring accurate output. Cleanup of debug logs also improves production environment stability and clarity.