Release notes

4 new functions are available to select in the MCP server configuration and on Virtual / Operations Agents:

• Search Assets
• Get One Asset
• Search Users
• Get One User

The user functions are only available for Agents (i.e. via Operations Agents or agent-authorised MCP calls) whereas the asset functions are available for both Agents and Users.

This setting is found under Configuration → Asset Management → General Settings

It controls which field is displayed as the Asset Name in the CMDB

Search results which contain the whole, unbroken search phrase will have their search result boosted above articles which otherwise also match the search phrase. This applies to both "Search for each word of the search string" and "Search for every word of the search string" Knowledgebase search modes.

This is configured in Users > General settings:

There is an new interaction type of the Last Mail Campaign email sent to the User.

If you previously had this setting enabled, after upgrading, you will automatically have all new interaction types enabled, except for the Last Mail Campaign email option as this is new.

The interaction types are inclusive, meaning a User must not have had an interaction of all of the enabled types in order to be anonymised. Therefore enabling more interaction types will mean more criteria must be met for a User to be anonymised, and less interaction types enabled means less criteria must be matched for a User to be anonymised.

At least one interaction type must be selected for this feature to function.

For on premise HALO customers: You can set a maximum amount of Users that can be anonymised in one day by setting "AnonymiseBatchSize" in your AppSettings.json. The default is 200.

In advanced settings, you can now enable the custom help menu




This will then bring up a table where you can configure the help menu

You can modify/deactivate the system help menu options by editing the links/labels 

As well as adding your own options, for example, a direct link to config tracking 

There is a new optional module in users configuration called security questions:

This module will allow you to configure questions that users can respond to in order to prove their identity when calling in. These questions can have their answers be validated against a minimum length, maximum length, and regex. You can set the number of questions that users have to answer when confirming their identity, up to 5, and can set limits on how many must be correct and how many are allowed to be incorrect.

When enabled, users who have not filled in answers to their questions will be prompted to do so on the portal, and can edit their answers from the preferences page. These answers can be shown as plain text or as passwords.

On the call screen, once a user has been selected the agent can choose to check the user's security questions. The user can tell the agent their answers so that they can be validated:

If validation succeeds, the user will be saved against the call.

For example, when doing a Log to Supplier Action:

This can be disabled in Suppliers > General Settings.

The currently supported variables are as below:

• $-RUNBOOKID, the unique identifier for the runbook
• $-RUNBOOKNAME, the name of he runbook
• $-RUNBOOKNOTES, the notes from the runbook
• $-RUNBOOKLOGRETENTIONDAYS, the number of days that logs for the runbook are retained
• $-RUNBOOKGROUPNAME, the name of the runbook's group

When the system creates a ticket, action or KB article via AI, a flag is now set in the database for reporting purposes. The field names are faicreated, aaicreated and kbaicreated respectively. These can be set via the API using the "ai_created" property.

The ID of the Virtual Agent, AI Agent, or MCP Tool Collection that was used to create the entity is also tracked using the following fields: fvirtualagentid, avirtualagentid and kbvirtualagentid. This will correlate to the ID in the VirtualAgent table.

There is a new "style" field when creating a new campaign:

The scheduled style is existing functionality; you can configure emails and choose dates/times to send out the emails.

The new workflow style allows you to use the workflow editor and create sequences/journeys for contacts/accounts as well as leads/opportunities.

All types of campaigns are available for workflow style campaigns; blast, nurture triggered and nurture scheduled:

Multiple inclusion and exlusion segments are supported.

After filling out intial details and saving, a new tab will appear called "Flow Chart":

This shows the workflow editor that is very similar to creating lead/opportunity workflows as well as custom integrations.

The main point of difference is the step logic. There are four step types: Action, Communication, Split and End.

Each step also shows the count of contacts/leads that are currently on that step.

Action step:

This allows you to choose from a dropdown of actions to perform.

This is currently limited to the "Delay" action. The available actions will grow over time, including being able to update contact/lead data from within the worflow and intiate custom integrations, runbooks and trigger webhooks.

Communication step:

This allows you to choose from a dropdown of communication methods. This is currently limited to emails but will quickly be expanded upon.

Selecting "Email", will then allow you to choose a campaign email from the "Email Setup" tab or design new emails within the step itself by enabling the below setting in Configuration > Campaigns, under the Campaign workflow settings group:

Each email communication step will show the current status of the email as well as metrics assoicated with that email. This includes the total sends, open rate, click rate and unsubscribe rate.

Emails do not need to be "Ready" to start the campaign. If a user/leads hits a step that the email is in a draft status, they will simply move past this onto the next step.

Hovering over each metric will show a popup to further describe the metric, for example hovering over the paper plane:

Split step:

The split step type allows you to branch off your segments within the campaign based on the same available filters when configuring distribution lists. The filters are built using groups to allow for "or" conditions. For example, condition A is true or condition B is false follow down the "Condition met" path.

The available split conditions will also be exapanded upon in the near future.

End step:

This step is used to easily indicate the end of the campaign. They are not mandatory, oncee a user hits a step with no next step they will stay on that step. There is also no limit to the number of "End" steps.

Example:

Basic example of a campaign workflow:

• Send an email to the entire segment
• Wait 7 days
• Check criteria against all the users and split the segment based on the whether they match the conditions or not
• Send email A to everyone that matched, send email B to everyone that did not match.
• Wait 10 days
• Send email C to everyone
• End of campaign

The workflow editor is a drag-and-drop interface and can be designed in any orientation, allowing you to arrange your processes in whatever layout makes the most sense. Here is an example of the same workflow, top-down:

Steps can be linked to any other step within the flow and you can create cyclical sequences, for example, to handle dead leads on a recurring basis.

When contacts/leads are added to the linked segment(s), on an already started campaign, they join the flow at the start step.

You can also edit the workflow after the campaign has started. This allows for you to configure long lasting workflows that you can continue to add to. The only restriction is you can not delete a step that has users currently on it.

Completing / Cancelling / Ending the campaign:

The campaign is "complete" when all users/leads have reached the final step.

If the campaign is "cancelled", all users/leads will stop on their current step and no new entries are accepted. All queued emails that have not yet been processed will also be cancelled.

If there isn't a last step, users/leads will continue on the campaign until it has been cancelled.

Nurture - Triggered and Scheduled:

When ending the campaign, existing users/leads will continue through the workflow until they reach the final step. New users/leads will not be added to the start of the campaign.

General information:

All, for example, configuration options, metrics data, logging is also available to the workflow style campaign.

This requires ticket type groups to be enabled in tickets general settings.

Approval steps can now be configured to not be grouped, be the main step in a group, or be part of a group. When part of a group, some configuration options against the step cannot be set as they are inherited from the main group step. Examples of these fields include those pertaining to outcome notifications and status changes during/after approval. Steps in the same group must be sequential, with the main group step being the first in the sequence.

In the below example, three steps are configured to be in the same group and therefore run in parallel on tickets. This means that when the approval process reaches the main group step, all steps in that group are started. The process is rejected if one step in the group rejects and is approved when all steps approve (in respect to their approval/rejection thresholds).

On the ticket, you will see all steps in the group as active:

After enabling the new setting, recurring appointments will be created and managed in Halo, rather than sending the recurring master to Exchange to create the series. 
The individual appointments in the series will then sync to Exchange separately.

The new setting can be found in Configuration > Integrations > Exchange Calendars, under the Syncing Appointments to Exchange tab.

Configuration -> Calendars and Appointments -> General Settings -> Display the Agents availability overview on the calendar

With the new setting enabled, you now get an overview header showing the actual hours, target hours and availability percentage. Availability is calculated off of appointments and the agents timesheet and mirrors what is displayed on the planning view of the timesheet screen.

This is available for day and week view within the calendar module.

1. Fixed an issue with Intacct Revenue Recognition schedule showing in error in some cases
2. Fixed an issue with Intacct Project Task syncing behaving incorrectly
3. Added CustomerPoNumber to the list of available intacct fields 

To lock tax on Invoice lines, add the"&showfields=true" parameter to the URL, edit the Invoice, click "Update Table Values", and enable the "Lock Tax" checkbox. Tax for this line will no longer be updated.

This option can be found in Xero Details > Syncing to Xero, 'Mark as sent type on Invoices'