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Release Notes > Engage Digital > August 2022
Release Notes
RingCentral Engage Digital | August 2022
Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Version 22.08.26, 22.08.23, 22.08.22, 22.08.18, 22.08.17, 22.08.10, 22.08.05, 22.08.02, 22.08.01
Release Date: For the month of August, 2022
What's New
This is the August Release Note summary. We may provide updates on features and enhancements for Engage Digital products as we get closer to the roll out date.
RingCentral may update these Release Notes to document additional resolved and known issues.
This is the August Release Note summary.
The following features were released during August 2022.
- WhatsApp:
- Introduced new analytics report
- Supported disappearing messages in WhatsApp channel
- Added support header and footer in WhatsApp templates (ex-HSM)
- Webhook:
- Optimized the webhook recovery email sending to avoid spam
- Added detailed error for the email about webhook suspension
- Engage Messaging:
- Added customized video call request display in threads listings
- Supported "Switch to Video" for iOS
- Added seconds to the tooltip in the audit log and activity tracking
- Added the channel-level flag to enable "Switch to video" feature
- Admin: Added a permission to import identities
- Agent: Added a new filter for presence status - ‘Unoccupied ‘ & ‘Disconnected’
- Engage Digital UI: “Enable new inline suggestion” checkbox
- Apple Messages for Business: Exposed new "capabilities_supported" attribute in /contents API and webhooks for "Apple Messages for Business" channel
- Instagram: Fetched username field for Instagram messaging identities
- Surveys: Migrated existing Alchemer surveys to use survey.alchemer URL scheme
Reminder Notices
WhatsApp Outbound API BETA
Engage Digital now allows our enterprise customers to do proactive notifications on WhatsApp using our WhatsApp Outbound API. This is perfect for enterprise customers who want to support use cases like call deflections, alerts, 2FA, etc. Please contact your account manager if you want to be a part of the BETA for this feature.
Migration from basic authentication to OAuth 2.0 for email channels
Microsoft has announced the disabling of basic authentication starting from October 1, 2022 with the exception of SMTP Auth. For this reason, we highly recommend migrating to OAuth 2.0 authentication which is already supported in our email channels. The settings can be found here.
WhatsApp: Introduced new analytics report
We have introduced a new report for the WhatsApp channel, which groups WhatsApp conversations by type. You can find this report in the "Volume" section of the Analytics tab. This report provides detailed numbers of different kinds of conversations used in the WhatsApp channel. The numbers help to evaluate the traffic you have in the channel. In case several WhatsApp channels are configured in the domain, it's possible to filter the graph by the specific channel/phone number.
Please note, the analytics report does not take into account conversations from free-entry point (Ads). The numbers are cached for an hour and do not take into account numbers for channels that have been marked inactive or have been explicitly marked to be hidden from analytics.
WhatsApp: Supported disappearing messages in WhatsApp channel
We have added support for Whatsapp disappearing messages, that is, messages that self-delete; this is a much-needed feature so that Agents do receive these types of messages. Please note that the API does not support retrieving text from 'disappearing messages' we will remark that it's a disappearing message that cannot be read.
WhatsApp: Added support header and footer in WhatsApp templates (ex-HSM)
We have added support for "header and footer" in WhatsApp templates (previously known as Highly Structured Messages or HSM). Both "header and footer" should be configured in WhatsApp manager.
Webhook: Optimized the webhook recovery email sending to avoid ‘spamming’
We introduced the delay of 5 mins before sending the recovery emails when the webhook returns to its normal state. This will allow the system to reduce the number of emails we send when the connection is flapping, which causes constant suspension-restoration for the webhook.
Webhook: Added error details in the email regarding webhook suspensions
We have added information regarding the webhook errors in suspend emails sent to the administrators.
Here are 2 examples
Engage Messaging: Added customized video call request display in threads listings
We will now display a new video call request message in any Engage Messaging channel with Switch to Video enabled. Click the video camera button, and the system will show "You: requested a video call."
Engage Messaging: Supported "Switch to Video" for iOS
We have added the support for an embedded video to iOS. Users in chats can initiate video calls if the camera is available by clicking on the video camera button.
Engage Messaging: Added the channel-level flag to enable "Switch to video" feature
We have added the 'Enable Switch to Video' feature flag to be visible on the Engage Messaging channel edit page when the domain is linked to a RingCentral account for users with administrative rights.
Engage Messaging: Added seconds to the tooltip in the audit log and activity tracking
We have enhanced the timestamp display to the tooltip in the agent's Conversation Window Message view and the Audit Logs to show exact timestamps in hours, minutes, and seconds as this is pertinent for businesses to better analyze their agents' reactivity and log analysis.
Previously, we only showed the timestamp of the imported messages, replies, and events in hours and minutes.
Displaying the exact timestamp is essential information for some businesses who measure activity duration and track Agent KPI on agent reactivity precise to the second.
Conversation Window
Admin
Admin: Added a permission to import identities
We have enhanced the identity management capability by allowing the Administrator to perform imports. When granted, you will find this in Admin, Advanced parameters, add Import Identities permission.
This setting should only be available and functional if the Enable identity management flag is enabled.
Agent: Added a new filter for presence status - ‘Unoccupied ‘ & ‘Disconnected’
In Agent > Supervision > Agents, we have added new filters for presence Status to see a list of agents in a given status. We have split "Available" into "Unoccupied' and 'Available' for clarity and accuracy in Supervision.
Unoccupied: The agent has no interaction
Available: The agent has not reached their standard capacity; they have at least one interaction open and can receive some more
We have also added "Disconnected" to indicate if the agent has disconnected from Routing mode.
This feature is in open beta, please reach out to your CSM or Engage Digital Support team if you would like to activate this feature.
Engage Digital UI: “Enable new inline suggestion” checkbox
Based on numerous customer feedback that new end-user messages can get obstructed by suggested pop-up replies, we have enhanced the current settings by enabling the “enable new inline suggestion” checkbox in the account settings.
Apple Messages for Business: Exposed new "capabilities_supported" attribute in /contents API and webhooks for "Apple Messages for Business" channel
We have enhanced our capabilities to support new content on Apple Messages for Business with any value in the ‘capabilities_supported’ field supported by the device. This capability is enabled with newly exposed contents API and webhooks for this channel to enrich the user experience.
Instagram: Fetched username field for Instagram messaging identities
Recently Instagram provided the "username" attribute, which we started fetching and exposing in the API on July 29, 2022. It means that the UUID attribute in the API now contains the username instead of just an ID, which will allow the merging of the user's personal and public Instagram identities in the future.
Surveys: Migrated existing Alchemer surveys to use survey.alchemer URL scheme
We have enhanced the existing Alchemer surveys to support survey.alchemer URL scheme.
VERSION 22.08.31
Release Date: August 31, 2022
- Enabled new design for inline suggestions
VERSION 22.08.30
Release Date: August 30, 2022
- Added "Unoccupied" status to the status filter in Supervision
VERSION 22.08.26
Release Date: August 26, 2022
- Introduced WhatsApp analytics report
VERSION 22.08.23
Release Date: August 23, 2022
- Optimized the webhook recovery email sending to avoid spam
VERSION 22.08.22
Release Date: August 22, 2022
- Added customized video call request display in threads listings for Engage Messaging
VERSION 22.08.18
Release Date: August 18, 2022
- Supported dissapearing messages in WhatsApp channel
- Supported "Switch to Video" for EM iOS
VERSION 22.08.17
Release Date: August 17, 2022
- Added detailed error for the email about webhook suspension
VERSION 22.08.10
Release Date: August 10, 2022
- Added a permission to import identities
- Added the channel-level flag to enable "Switch to video" feature
VERSION 22.08.02
Release Date: August 5, 2022
- Exposed new "capabilities_supported" attribute in /contents API and webhooks for "Apple Messages for Business" channel only
- Added support header and footer in WhatsApp templates (ex-HSM)
VERSION 22.08.02
Release Date: August 2, 2022
- Migrated existing Alchemer surveys to use survey.alchemer URL scheme
- Fetched username field for Instagram messaging identities
VERSION 22.08.01
Release Date: August 1, 2022
- Added seconds to the tooltip in the audit log and activity tracking
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