Sidd Agent Assist

1. Update to Case Linking Experience* 

We made the case linking faster, more intuitive, and more accurate! 

Clearer Case Linking Indicators

Agents will now see a link icon and case ID alongside the conversation ID when a conversation is linked to a case—making it easier to identify linked cases at a glance.

Instant Case Linking

Agent case linking is now instantaneous with a single click. The loader has been removed, eliminating waiting time and accidental undoing.

Smarter Link Button Behavior

In Spark View & Case View: If a case is already linked, we hide the link button to avoid confusion.

*Note: This feature is only available to clients with Case Association, Spark with Association product, which maps a caller ID to a case ID in CRM. Reach out to your Laivly representative if you’d like to know more.

2. Real Time Guidance Timed Banners

Timed RTG Banners for Spark Chat and Spark Voice prevent critical SIDD Window features like Highlights or Transcripts from being obscured by RTG banners.

Key Changes & Improvements:

• Auto-Dismiss & Interaction Logic: RTG banners auto-dismiss after 20s unless hovered or clicked, which pauses the timer.
• Access & Visibility: After timeout, a “See all” bar appears for full RTG access; RTGs from other cases show on focus switch.
• UI Update: Conversation (transcription) tab has been removed from Spark Chat.

Sidd Studio [beta]

1. Training Guide Addition

A new “Training Guide” section has been added under the Systems tab in the sidebar. This links directly to the Studio knowledge base and training documentation to support users with onboarding and ongoing learning.

2. UI Toggle Update

The SSO/Non-SSO setting in the User Management and Admin Portal has been updated from a toggle switch to a segmented control for improved clarity and user experience.

3. RTG & Silent Insights Global Templates

We’ve introduced a curated library of ready-to-use Real-Time Guidance (RTG) and Silent Insights templates—designed to help you get up and running faster while driving agent impact. 

What’s included:

• Pre-built templates for common customer interaction scenarios
• Quick copy, customize, and deploy functionality
• Smart filters by category, vertical, and agent type to easily find the right template
• Preview RTG banners before selecting to ensure alignment with your goals

4. Schedule RTGs & Silent Insights with Ease (COMING SOON)

Take more control of your workflows with the ability to schedule activation and expiration dates for RTGs and Silent Insights—perfect for time-sensitive guidance and seasonal updates.

What’s new:

• Set future activation dates for upcoming campaigns, policy changes, or rollouts
• Add expiration dates so outdated guidance is automatically deactivated
• Time zone-aware scheduling aligned with your Studio tenant settings
• Edit or cancel schedules anytime before they go live
• Visual status indicators show if an RTG is scheduled, active, or expiring
• Audit logs for full visibility into scheduling activity

Bug Fixes

• Fixed issues in User Management, including refresh button responsiveness and bulk user assignment failures.
• Removed the Reset Password field for SSO users.
• UI improvements: reduced Sidd Studio icon size and corrected screen layering on the Create User Group modal.