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RingCentral Engage Digital | December 2022
December Release Note summary
- Admin
- Apple Messages for Business
- Allowed to configure/send form picker.
- Instagram
- Added follower/follows count to identity card.
- Added support for sending the survey in a webview.
- Apple Messages for Business
- Agent
- Auto-complete interactions when setting is enabled (beta).
- Agents can select Apple Messages for Business forms to be sent to customers.
- Allowed agents to choose a signature when sending an email.
- Added an arrow to scroll down to the bottom of a thread.
- Supervisor
- Allowed to order users by status and name in Agent Supervision V2 (beta).
- Filters assigned by the supervisor will be stored locally
- Added sticky headers and columns for Agent Supervision V2
- Allowed to order users by status and name in Agent Supervision V2 (beta).
- Various improvements
- Improved url parameters for Bring Your Own Surveys.
- Facebook Messenger
- Supported quoted replies.
Notices
Engage Communities Renewal
Extension of support announced. A separate communication will be sent on this matter.
End of support for legacy Engage Messaging Mobile SDK URL
On February 27th we're going to stop supporting the legacy Engage Messaging Mobile SDK URL (https://mobilemessaging.engagement.dimelo.com), if you have a mobile application that is using an old version of the Engage Messaging Mobile SDK we recommend updating to a recent version (at least to version 1.7.0 for Android and 1.9.0 for iOS).
Reminder Notices
Survey provider change
LinkedIn Connector BETA
Beta features
Contact your account manager if you want to be a part of any beta program.
Admin
Apple Messages for Business: Allowed to configure/send form picker
Admins can now configure the Apple Messages for Business forms.
Instagram: Added follower/follows count to identity card
The number of followers in Instagram are now added to identity cards. This information is only available if the user has reached out at least once through Instagram messaging.
Admin: Added support for sending the survey in a webview for Engage Messaging
Admins can now configure surveys to be sent as a richlink webview, meaning customers will see a customized survey link and fill out the survey inside the chatbox. Admins will be able to define if a survey opens automatically, add an image, title, subtitle and url text. This improvement is available with your existing survey campaigns (Alchemer) and is not dependent on the upcoming Engage Surveys release.
Agent
Agent: Auto-complete interactions when setting is enabled
Added a new setting in Admin > Routing > Channel groups that will allow interactions to be auto-completed after a certain amount of time has elapsed. This feature is in beta.
Agent: Agents can select Apple Messages for Business forms to be sent to customers
We added a button in the Apple Messages for Business (AMB) channel that allows agents to select AMB forms to be sent to customers.
Agent: Allowed agent to choose a signature when sending an email
Agents can now choose an email signature when sending an email.
Agent: Added an arrow to scroll down to the bottom of a thread
We added a down arrow so agents can instantly go to the bottom of a thread.
Supervisor Agent Supervision (Beta)
Supervisor: Allowed to order users by status and name in Agent Supervision V2
Agents are now sorted with the following priority: connected to push (routing) globally connected, and name in alphabetical order. Previously, agents were sorted by name alphabetically.
Supervisor: Fitlers assigned by the supervisor will be stored locally (beta)
Filters are now remembered by the system when supervisors reconnect to the Engage Digital interface.
Supervisor: Added sticky headers and columns for Agent Supervision V2
Headers and the first three columns are now sticky in the supervisor UI.
Various improvements
Improvement: Improved URL parameters for Bring Your Own Surveys
We now add a “?” in Survey SDK only if the URL provided does not have one.
Facebook: Supported quoted replies
Quoted replies from Facebook can now be seen by agents in the Engage Digital UI.
- Added an arrow to scroll down to the bottom of a thread
- Added support for sending the survey in a webview
- Added follower / follows count to identity card for Instagram
- Supported quoted replies on FB Messenger
- Allowed to configure/send form picker for Apple Messages for Business form
- Allowed to configure/send form select for Apple Messages for Business form
- Allowed agent to choose a signature when sending an email
- Added sticky headers and columns for Agent Supervision V2 (Beta)
- Improved url parameters for Bring Your Own Surveys
- Allowed filters in url and local storage for Agent Supervision V2 (Beta)
- Added sending from Agent UI for Apple Messages for Business form
- Allowed to order users by status and name in Agent Supervision V2 (Beta)
- Developed auto-completion of interactions when the feature is enabled (Beta)