Integrity Hash for Web Chat Widgets

wolkvox Manager incorporates a new security option for web chat widgets that allows adding the integrity attribute to the <script> tag used to integrate the widget into a website.

This functionality implements Subresource Integrity (SRI) using a SHA-384 cryptographic hash. When the browser loads the widget's JavaScript file, it compares the downloaded resource with the hash included in the script. If the content does not match the expected value, the browser blocks its execution.

This option is especially useful for organizations with strict cybersecurity requirements, such as financial institutions, insurance companies, healthcare institutions, public agencies, and other regulated operations. It also helps address audit observations related to the absence of the integrity attribute in external resources embedded in a website.

Activation is optional. The traditional script remains available for operations that do not require this additional validation.

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Benefits

• Greater Resource Integrity: Allows verifying that the JavaScript file loaded by the browser exactly matches the validated resource at the time the script was generated.
• Enhanced Web Security: Helps reduce the risk of executing an external resource whose content may have been modified.
• Audit Compliance: Facilitates addressing cybersecurity requirements that mandate the use of Subresource Integrity in third-party scripts.
• Optional Application: Each operation can decide whether to incorporate the SHA-384 hash according to its internal policies.
• SRI-Compatible Integration: In addition to the integrity attribute, the script includes crossorigin="anonymous" to allow validation of the resource loaded from the wolkvox domain.

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How to Activate the Integrity Hash

In the Integration Script window, enable the checkbox: "Add integrity SHA-384 and crossorigin='anonymous' to the script."

When selecting the option, the system will display a confirmation window informing you that an additional security feature will be enabled and that the script must be updated when wolkvox requests it. Click on "Accept and Calculate Integrity."

The system will calculate the SHA-384 hash and automatically update the integration code to include the integrity and crossorigin attributes.
Click on "Copy Script." Replace the old code on your website with the new generated script and publish it within the corresponding tag of your HTML page.

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New Customization Options for Integrated Surveys

wolkvox Manager incorporates new configuration fields for Integrated-type surveys, allowing their appearance and content to be adapted to the visual identity and communication style of each operation.

In addition to updating the survey design that the customer receives, it is now possible to customize elements such as the primary color, subtitle, rating scale labels, and the text of the button used to submit responses.

With this improvement, operations can create clearer surveys that are consistent with their brand and easy to answer. For example, one scale can display labels like "Not Likely" and "Very Likely," while another can use "Not Satisfied" and "Very Satisfied," depending on the objective of each question.

The integrated survey can include rating questions, selection questions, and an open-ended question to gather additional comments from the customer.

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Benefits

• Greater Alignment with Brand Identity: Allows applying a primary color related to the organization's visual image.
• Clearer Surveys: The labels at the ends of the scale help the customer understand what each score represents.
• Customized Communication: The subtitle, support texts, and submit button can be adapted to the tone of each operation.
• Better Customer Experience: The new visual layout makes reading and completing the survey easier.
• Higher Quality Responses: A clearer and more contextualized survey reduces incorrect interpretations of the scales.
• Flexibility in Information Collection: Allows combining rating questions with an open-ended question to obtain more detailed feedback.

1. Primary Color: Defines the color of the buttons, numbers, and highlighted elements of the survey.
2. Survey Subtitle: Allows adding a complementary message that briefly explains the purpose of the survey.

• Minimum Scale Label: Describes the meaning of the lowest value, for example, "Not Likely."
• Maximum Scale Label: Describes the meaning of the highest value, for example, "Very Likely."

Submit Button Text: Allows replacing the default text with a customized call to action, such as "Submit Opinion" or "Submit Survey."

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New Restriction for Sending Audio from wolkvox Agent

wolkvox Manager incorporates a new configuration option that allows controlling the independent sending of audio messages by agents during chat conversations.

Using the new "Audio Sending" control, administrators can define whether agents are authorized to record, attach, or drag and drop audio files into a conversation from wolkvox Agent.

This configuration is general for the operation's chat channels, so it applies to both conversations handled via WhatsApp and those coming from web chat widgets configured in wolkvox Manager.

When audio sending is restricted, the button with the microphone icon is no longer available in the agent's response field. Additionally, if an attempt is made to attach or drag an audio file into the conversation, wolkvox Agent blocks the action and displays the message "Audio sending is restricted."

When the permission is enabled, the agent can record and send voice messages directly from the conversation. The sent audios are recorded in the chat history and can be played back using the integrated control.

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Benefits

• Greater Operational Flexibility: Allows adapting the enabled content types according to the policies and needs of each operation.
• Information Security: Helps prevent the accidental or unauthorized sending of recordings that do not correspond to the service.
• Centralized Administrative Control: Allows managing from wolkvox Manager whether agents can use audios in their conversations.
• Consistent Experience Across Channels: The configuration applies to both WhatsApp and web chat conversations.
• Reduction of Operational Errors: Blocks the different mechanisms available for sending audio when the operation does not allow it.

When audio sending is enabled, the agent sees the button with the microphone icon inside the writing field. From there, they can record a voice message and send it to the customer. The audio will appear within the conversation with its playback controls.

When sending is restricted:

• The audio recording button is removed from the response field.
• Sending audio files via the attach button is blocked.

Dragging and dropping audios onto the conversation is prevented.

A warning is displayed indicating that audio sending is restricted.

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Faster, More Stable, and Easier-to-Monitor Chat Exports

wolkvox Manager incorporates a comprehensive optimization in the process of querying and exporting chats from Data Monitor. The update improves the performance of the engine responsible for processing large volumes of conversations and extends the allowed period to one month of information per export.

The system now processes records using batch queries, which reduces the load on the database and allows maintaining a stable experience even when the operation has thousands of conversations. It also supports the execution of up to two simultaneous exports, preventing one request from blocking the creation or processing of another.

The export window includes progress bars that show in real time the percentage processed and the number of chats included in each request. The files are generated in .tar format and remain available in the export history for later consultation.

Additionally, the chat list visualization was optimized using infinite scroll. As the user scrolls through the table, wolkvox Manager progressively loads new records, avoiding long waits and facilitating the review of large amounts of information.

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Benefits

• Greater Export Capacity: Allows selecting and processing periods of up to one month of conversations.
• Concurrent Processing: Supports up to two exports running at the same time without blocking the system.
• Better Performance: Batch queries reduce the load on the database and improve process stability.
• Real-Time Monitoring: Progress bars allow you to know the progress and the number of chats processed.
• Smoother Navigation: Infinite scroll progressively loads records and facilitates the consultation of large volumes of conversations.
• Greater Transparency: Users can check the status of ongoing exports and previously generated files.
• Work Continuity: Processing is done in the background, and the system sends an email notification when the file is available.