As of June, 2023, we ended our contract with the Alchemy Survey provider, and have invited all customers to migrate to our new, free, integrated customer satisfaction (CSAT) offerings.
Admin: Improved display of a single-line radio-group question in Engage Surveys
In Engage Surveys, single-line radio-group questions are now displayed more compactly, with the label below the radio button.
Admin: Allowed normal synchronization after exporting a message for a channel in slow mode
The system will quickly restart normal synchronization when exporting an outbound message for a channel in slow mode.
Admin: Added option to shorten URLs for Engage Surveys
When you select Enable short URLs for Engage Surveys, you’ll now be able to define a personalized short domain name in Account Settings. Doing so will add a new, short-name option to your survey campaigns.
Admin: Added image picker question type to Engage Surveys
Engage Surveys now has a new image picker question type that allows users to select images as answers.
Admin: Improved questions results order for Engage Surveys
Engage Survey results are now displayed in the same order as the visual order of the questions in the survey form.
Added case number in search (Beta)
When you’ve enabled case management, agents can now search for threads by entering a case number in the search bar.
Added ability to input existing case number in a thread (Beta)
When agents open a thread, they can now click the More menu next to a message and select Case number from the dropdown to add existing case numbers to a thread.
Added display of case number in thread listing (Beta)
When you’ve enabled case management, admins can now activate the Display case number in thread listing feature in Account settings. Doing so allows agents to see case numbers in each thread.
Allowed creation of new case numbers for threads from UI (Beta)
Agents can now create new cases and attach them to a thread. This feature is available only when you’ve deactivated auto-generation of case numbers on your platform.
Added Reply assistant feature to Inbox mode
Agents can now use the Reply assistant in Inbox mode for automated replies to customer inquiries.
Added dark mode for Reply assistant (Beta)
Agents can now use the Reply assistant in dark mode.
Added Keep light theme option to email messages in dark mode (Beta)
When you check the Keep light theme for email messages box in the My Settings popup, the email body for channels will appear in light display mode even if the agent has enabled dark mode.
Released dark mode for Inbox and Routing modes (Beta)
Agents can now turn on dark mode for Inbox and Routing mode in the My settings menu.
Added HTML table display in Agent UI for SDK Channel
HTML tables are now displayed for messages sent or received by agents over SDK Channels.
Improved bulk edit permissions (Beta)
The Edit an Agent permission now lets supervisors modify any agent’s categories unless Manage agents from my teams only is checked. (If that option is checked, you’ll only be able to modify those agent categories.)
Also added a new permission, Bulk actions, located in Supervision > Agents. Supervisors can now perform bulk edits on multiple users by clicking Edit categories.
Improved Service level metrics for Bot Analytics (Beta)
Added a filter to include/exclude Bot Analytics from Service level metrics.
Allowed data updates for open tasks in Advanced Analytics when changing categories
Added a data widget that lets you view and filter categories for interactions.
Added Read status in Outbound messages response rate analytics for Engage Messaging Outbound API (Beta)
You can now see Read/Unread status for outbound message response rates.
Added Engage Messaging Outbound API metrics to Outbound messages response rate analytics (Beta)
You can now filter and view outbound message response rate metrics by Engage Messaging channel types. These metrics now include WhatsApp and cloud APIs.
Added Customer satisfaction category filter to Engage Surveys analytics
Added a category filter to the Customer satisfaction report.
Added filter to include or exclude virtual agent (Beta)
Added a filter to include/exclude virtual agent bot analytics from the dashboard page.
Analytics: Released usage analytics for Engage Surveys (Beta)
Created a new usage table report with analytics information for Engage Surveys.
Added Virtual Agent metrics in Average handling time report(Beta)
Added the Average handling time report for the virtual bot agent.
Added Virtual Agent availability in Availability by agent report(Beta)
Added the Availability by agent report for the virtual bot agent.
Added Virtual Agent filtering to reports
You can now filter for Virtual Agents in the following reports:
Improved display for email addresses that contain only numbers
Email addresses that use only numbers are now displayed normally in the inbox.
Allowed intervention update when transferring a task to a Virtual Agent (Beta)
Admin can now add the intervention.user_updated event type when agents transfer a task to a virtual agent.
Added middle conversation trigger for Dialogflow Virtual Agent
Dialogflow virtual agent now scans requests to assign them to the appropriate agents.
Completed migration from Alchemer to Engage Surveys
Migrated all remaining domains from Alchemer surveys to Engage Surveys.
Added Engage Messaging outbound in to parameter for Create Content API method (Beta)
You can now use the to parameter in the Create Content API method to send outbound messages.
Improved audit log export when recategorizing a thread from a message
Improved the audit log export to filter for Thread recategorized.
Added audit log events for AI-based conversation summaries (Beta)
Agents can now view new audit log events for AI-based conversation summaries.
Reduced YouTube comment synchronization delay
YouTube comments are now imported immediately, during synchronization.