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Release Notes

RingCentral Engage Digital | April 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Version 23.04.04, 23.04.19, 23.04.20, 23.04.24, 23.04.25, 23.04.26, 23.04.28
Release Date: For the month of April 2023
What's New
This is the April Release Note summary. We may provide updates on features and enhancements for Engage Digital products as we get closer to the rollout date.
RingCentral may update these Release Notes to document additional resolved and known issues.

April Release Note summary

  • Admin
    • Released Engage Surveys (General Availability).
    • Released SLA indicators for Customer & Agent perspective (General Availability)
    • Added custom notification restrictions to exclude bots.
    • Allowed bot deactivation when there is still an open intervention.
    • Improved and reordered toolbox for Engage Surveys forms.
    • Added Estimated wait time event for Channel SDK.
    • Added export notification type to the new email notification alerts.
  • Agent
    • Added display of eligible bot while re-assigning an intervention.
    • Added display of eligible bot in task transfer. 
    • Added signature replacement in HTML Mode.
  • Various improvements
    • Allowed real-time updates for thread categories.

Notices

30-min Automated Exports

We are announcing the upcoming General Availability of a new 30-min frequency of our automated exports.

Reminder Notices

Survey provider change

This June 2023 we are stopping our contract with our current Survey provider (Alchemer) and are inviting all concerned customers to migrate to our new, free, and completely integrated CSAT offering.

Beta features

  • Contact your account manager if you want to be a part of any beta program.

Admin

Admin: Released Engage Surveys (General Availability)

Engage Surveys was previously only available to beta customers. It has now been released for all customers. Engage Surveys is a native Engage Digital survey tool.

Admin: Released SLA indicators for Customer & Agent perspective (General Availability)

Service level agreement (SLA) indicator settings are now configurable in Channel settings.

Released SLA indicators for Customer & Agent perspective (General Availability)

Admin: Added custom notification restrictions to exclude bots

Bots are excluded from receiving mail notifications.

Admin: Allowed bot deactivation when there is still an open intervention

Bots can now be deactivated even if it has open interventions. If a bot is deactivated with an open intervention, the intervention categories should change back to its fallback category and a fallback text will be displayed.

Admin: Improved and reordered toolbox for Engage Surveys forms

We reordered the Engage Survey forms toolbox for an improved user experience. Previously, the toolbox had separators.

Admin: Added Estimated wait time event for Channel SDK

We added the “estimated_wait_time” event in channel SDK. This means admins can configure the messaging queue update setting and have visibility on queuing updates. 

Admin: Added export notification type to the new email notification alerts

We added a new notification type configurable in Notifications for automated export fails. If an admin has set up automated exports, they will be notified if there is an error.

Allowed customization of star rating style and color in Engage Surveys

Agent

Agent: Added display of eligible bot while re-assigning an intervention

If a bot meets all the prerequisites for an intervention, it’s now possible to transfer the intervention to that bot in the middle of a conversation. 

Agent: Added display of eligible bot in task transfer

If a bot meets all the prerequisites for a task, it’s now possible to transfer the task to that bot in the middle of a conversation. 

Agent: Added signature replacement in HTML Mode

We improved the user experience when adding a signature to a message. Previously, when an agent wants to change their signature, they need to erase the old one manually first otherwise the new signature will be added after the old one. This update makes sure the new signature replaces the old one.

Various improvements

Various improvements: Allowed real-time updates for thread categories

Any changes in thread categories are now displayed in real-time. For example, if a supervisor changes the thread’s categories, the agent will see the changes right away.

VERSION 23.04.28
Release Date: April 28, 2023
  • Added display of eligible bot while re-assigning an intervention.
  • Allowed real time update for thread categories
  • Released Engage Surveys (General Availability)
VERSION 23.04.26
Release Date: April 26, 2023
  • Added display of eligible bot in task transfer. 
VERSION 23.04.25
Release Date: April 25, 2023
  • Added custom notification restrictions to exclude bots.
  • Allowed bot deactivation when there still an open intervention.
VERSION 23.04.24
Release Date: April 24, 2023
  • Added signature replacement in HTML Mode.
VERSION 23.04.20
Release Date: April 20, 2023
  • Improved and reordered toolbox for Engage Surveys forms
  • Added Estimated wait time event for Channel SDK
VERSION 23.04.19
Release Date: April 19, 2023
  • Added export notification type to the new email notification alerts
VERSION 23.04.04
Release Date: April 4, 2023
  • Released SLA indicators for Customer & Agent perspective (General Availability)
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