WovenIQ — Release R1.77

Highlights

• No missed message bells when associates are inactive: If message notifications go to primary and secondary store associates and none are active, bells now fall back to a managed Notification Fallback public group instead of being skipped.
• Guided setup for that fallback group: Onboarding can create the group and add active WIQ Admin users as members in one action.
• More reliable normalised phone numbers: Normalised Phone on Contact and Lead always includes a country code (uses a leading + / 1 when present; otherwise prefixes +1).
• Quieter outbound sync noise: More internal Contact updates set Exclude OBM so routine transactional changes do not fire the customer outbound message.

What’s new for everyone

• Fewer silent inbound message gaps: When your org notifies primary/secondary associates for new messages, and those users are inactive or unset, designated admins in the Notification Fallback group can still receive the bell.
• Cleaner phone matching: Normalised phone values are more consistent for search and matching when home phone numbers are stored without a country code.
• Same day-to-day clienteling: Queues, journeys, Messaging Centre, and the customer profile continue to work as in Release 1.76; associates do not need new training for routine screens.

What’s new for administrators and data stewards

Message notifications — Notification Fallback group

When Email Notification Setting → Message Notification To SA is checked, new-message bells are resolved as follows:

Setup (required for SA-mode orgs):

1. Open Clienteling Setup → Onboarding → Store, Journey & Associate Configuration.
2. If Notification Fallback shows as incomplete, click Create Fallback Group.
3. That creates the public group Notification Fallback and adds all active users who have the WIQ Admin permission set as members.
4. Adjust membership later in Setup → Public Groups if needed (for example add managers who are not WIQ Admins).

Regular public groups cannot ship inside the namespaced managed package, so this onboarding step is the supported way to create the group in each org.

Normalised Phone — country code

Contact → Normalised Phone and Lead → Normalised Phone formulas now strip formatting from Home Phone, then:

• leave blank when there is no phone value;
• keep a value that already starts with +;
• prefix + when the digits already start with 1;
• otherwise prefix +1.

Existing records recalculate automatically because these are formula fields; no data migration is required.

Contact outbound message (OBM) exclusions

Additional internal Contact updates now set Exclude OBM so the WIQ - Customer OBM path does not fire for transactional work such as:

• survey OTP generation and validation;
• preference / profile maintenance updates;
• product-interest timestamp maintenance;
• custom email text updates on the Contact;
• related batch and messaging maintenance paths that already update Contacts in the background.

Real customer-driven Contact changes continue to sync as before when Exclude OBM is not set.

Custom objects and fields referenced

• Contact — Owner, Secondary Associate, Exclude OBM, Normalised Phone, Home Phone
• Lead — Normalised Phone, Home Phone
• Email Notification Setting → Message Notification To SA — SA versus store-group routing for new-message bells; help text now describes the Notification Fallback behaviour

No new packaged objects or fields are introduced in 1.77. The Notification Fallback public group is created in the subscriber org via Onboarding (not as package metadata).

Upgrading from 1.76 to 1.77

• Use the standard managed-package upgrade; no journey cutover or scheduler changes are required.
• Re-assign WIQ User and WIQ Admin after install.
• If Message Notification To SA is enabled, complete Create Fallback Group on Onboarding and confirm membership, then send a test inbound message for a contact whose primary and secondary associates are inactive — the fallback group members should receive the bell.
• Spot-check Normalised Phone on a few Contacts/Leads with and without country codes in Home Phone.
• In sandbox, confirm routine OTP / preference / profile updates do not raise unexpected customer outbound messages.

Upgrading from earlier releases

Orgs not yet on 1.76 should install 1.77 (cumulative) and also follow Release 1.76, then earlier notes as needed: Release 1.74, Release 1.72, Release 1.71, Release 1.70, and (for journey cutover from 1.67) Release 1.68.

Branding and Reports extensions

WovenIQ - Branding and WovenIQ - Reports builds pinned to 1.76 remain compatible. No extension change is required unless your team publishes a new build against 1.77.

Support

If you have questions about this release or need help with configuration, contact your WovenIQ administrator or your WovenIQ support channel.