July 15th 2025 – Build 3154 Release Notes: Prompt UI Upgrade, AI Feedback Display, InvGate Metadata API, and Reporting Improvements

We’re excited to share the latest updates in Build 3154, focusing on usability enhancements to the AI prompt input, expanded feedback visibility, API capabilities for InvGate, and powerful new reporting options.

Let’s explore what’s new:

Prompt Field UI Improvement

We’ve increased the height of the prompt input field across AI interfaces.

Why It’s Useful:
This change gives users more visibility and room when entering long or complex prompts, improving usability and reducing input errors.

AI Search Sandbox Prompt Flexibility

Azure AI Search in the Sandbox now supports ad-hoc prompt configurations.

Why It’s Useful:
Users can test and iterate faster with custom prompt options without needing backend deployment changes—ideal for quick experimentation and tuning.

AI Feedback Enhancements

Guest messages that generated AI feedback (positive or negative) now appear in summary views.

Why It’s Useful:
This makes it much easier to understand the context of AI feedback and improves transparency for both training and user behavior analysis.

InvGate Ticket Metadata API

We’ve introduced a new REST API and script method to set custom metadata on InvGate tickets.

New Method:
updateInvgateTicketMetaData(ticketId, seekerEmailAddress, fieldId, fieldValue)

Why It’s Useful:
This allows scripts or agents to add contextual metadata dynamically, enhancing ticket classification, automation, and custom workflows.

Reporting Enhancements

We’ve introduced a powerful new report and updated several existing ones with added agent-level detail.

• Inbound vs Session State of Chats by Date (Bar) - Includes dropped and timed-out counts, with Agent List Name for improved filtering.

Updated Reports:

• Inbound vs Connected by Agent (Bar) – Agent List Name added

• Level 1 Escalated Chats (Bar) – Y-axis fix, Picked Chat count, Agent List Name

• Level 1 Chats Handled vs Escalated by Agent – Agent List Name added

• Level 1 Chats Handled and Resolved Over Time (Bar) – Agent List Name added

• Level 1 Chats Handled vs Escalated and Resolved Over Time (Bar) – Agent List Name added

• Level 1 Chats Handled vs Escalated Over Time (Bar) – Agent List Name added

Why It’s Useful:
These enhancements offer deeper visibility into agent-level performance and escalation patterns, helping support teams optimize staffing and coaching strategies.