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Release Notes > Engage Digital > July 2022

Release Notes

RingCentral Engage Digital | July 2022

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.

Version 22.07.01, 22.07.04, 22.07.11, 22.07.12, 22.07.20, 22.07.21, 22.07.22

Release Date: For the month of July, 2022

What's New

This is the July 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 July Release Note summary.

The following features were released during July 2022.

WhatsApp: Track WhatsApp Phone Number Status and customer notification of degraded Quality Rating.
Messaging Channels: Add category filtering on Smart Conversation Close.
Admin: Added the ability to disable non-functioning rules in Rules Engine because the category used in that rule condition was deleted.
Admin: Identities - Added ability to import email contacts BETA.
Admin: Introduced events when you import reply assistant items.
Admin: Added "Last modified" column for "Inboxes" list.
Google My Business: Added a more precise location name for Google My Business.
Apple Messages for Business: Implemented typing indicator message for Apple Messages for Business.
Admin: Added "Last modified" column to Chat targeting rules listing.
Admin: Added "Last modified" column to Messaging targeting rules listing.
Apple Messages for Business: Added handling of user-closed conversations for Apple Messages for Business.

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.

Reminder Notices

Agent Assist & Reply Assistant suggestions pop-up changes - Aug 29 2022

We will be updating the current message view to make sure that the messages in the conversation history are not obstructed by the Google Agent Assist suggestions pop-up.

Instagram (IG) Direct changes for UUID - starting July 29 2022

We will be making a change to enable fetching from the username field in the Instagram Messaging API. This change will allow the merging of IG messaging and IG public identities from your IG feed.

New survey link RD-22717 - Aug 2

Starting from Aug 2, Engage Digital will change the URL scheme used for Alchemer surveys: the www.surveygizmo.com and www.surveygizmo.eu URLs will be replaced by survey.alchemer.com and survey.alchemer.eu respectively. This change implies that you will need to update your CSPs (if any) to whitelist these new URLs on your websites where you've integrated Engage Chat and Engage Messaging livechat.

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: Track WhatsApp Phone Number Status and customer notification of degraded Quality Rating.

This enhancement provides phone number status notifications using a webhook that allows tracking of the phone number used as a source if there is a change in Quality Rating that will reduce the messaging volume.

If this is not done accurately or is overlooked, it will lower the messaging limits of the phone number or prevent you from sending notification messages because of negative feedback from the end-users.

To maintain a high Quality Rating, businesses should follow the WhatsApp Business Policy and Commerce Policy and only send messages to users who have opted in to receive messages from the business.

Engage Messaging: Add category filtering on Smart Conversation Close.

We have Added category filtering on Smart Conversation Close. This enhancement enables the ability to define a filtering rule to include categories and exclude them.

A channel may have many categories, some of which may not require keeping the conversation going but letting it expire naturally. Adding category filtering on Smart Conversation Close will enable quicker smart closure.

Admin: Added the ability to disable non-functioning rules in Rules Engine because the category used in that rule condition was deleted.

An enabled rule will stop functioning if a related category used in the rule condition gets deleted. We have added the ability to automatically disable such non-functioning rules due to a deleted category and clean the initial_category_ids field. If a rule uses multiple categories, this enhancement will remove the deleted category and keep the rule enabled with the remaining categories.

Admin: Identities - Added ability to import email contacts BETA.

We have added the ability for the Admin to bulk import identities using an Excel or CSV file to easily and quickly create a directory (i.e., address book) that can be used by the agent.

This enhancement is only available to Admin users who are assigned a new Admin right in Admin - Advanced parameters called ‘Import identities’. Only users with this right can see and use this new import feature.

Fig 1: New Import Identities feature

Fig 2: Admins can be assigned the new ‘Import Identities’ right

Admin: Introduced events when you import reply assistant items

We have introduced new events when users import or update the ‘Reply assistant’. The events will only reflect the actual creation activities or updates and will not be generated for dry run or import without changes.

These events related to entry and version are visible in the audit logs of the User Interface for easy tracking.

Admin: Added "Last modified" column for "Inboxes" list.

We added a new "Last modified" column in the Inbox list to reflect the user who made the most recent change and the date of the rule modification. If there are no values for name or date & time, the column will show the time elapsed since the last global purge or days from purge extension if the purge extension with "purge events" is enabled.

Google My Business: Added a more precise location name for Google My Business.

We have enhanced the location information with additional details to provide more specific location details for users using GMB with locations in the Folder mode.

We changed the format of the location name from:

Previously, businesses with many GMB locations found it challenging to distinguish them.

This enhancement benefits the user by improving usability, reducing ambiguity and frustrations.

Apple Messages for Business: Implemented typing indicator message for Apple Messages for Business.

We have added a typing indicator to improve end-user experience and agent efficiencies for users of Apple Messages for Business.

Typing indicator shows the agent that the customer is typing so that they know the customer is present and responding to them. It lets the agent see that the end-user is typing or has stopped typing in real-time, which improves the agent's awareness, so they do not inadvertently end a conversation or interrupt the customer.

Typing Indicator shows when the customer is present and typing.

Admin: Added "Last modified" column to Chat targeting rules listing

We added a new column in the Chat targeting rules listing to reflect the user who made the most recent change and the date of the rule modification. If there are no values for name or date & time, the column will show the time elapsed since the last global purge or days from purge extension if the purge extension with "purge events" is enabled.

Before

After - new “Last Modified” column displays name, date and time stamp if available.

Admin: Added "Last modified" column to Messaging targeting rules listing

This enhancement introduces a new column in the messaging triggers admin list with the author/date of the last trigger modification as well as, the total number of triggers (number displayed at the top) if its available.

Before

After

Apple Messages for Business: Added handling of user-closed conversations for Apple Messages for Business.

We have implemented 'Conversation Close' for Apple Messages for Business. Closing a conversation is when users opt out of receiving further messages from the business. When a user closes a conversation, the company cannot send any additional messages to this user as the thread is now locked. If the same customer initiates a new message, it will appear in a new thread, and the agent will be able to respond accordingly.

VERSION 22.07.29

Release Date: July 29, 2022

Added filter for dates for Attachments API
Added support for variable interpolation for WhatsApp HSM templates
Added keyboard shortcuts to toggle UI for inline suggestions in reply assistant and Google Agent Assist

VERSION 22.07.28

Release Date: July 28, 2022

Added the Last modified column to Categories list

VERSION 22.07.27

Release Date: July 27, 2022

Displayed ID in Reply Assistant admin listing

VERSION 22.07.26

Release Date: July 26, 2022

Added Last modified column to Reply Assistant list

VERSION 22.07.25

Release Date: July 25, 2022

Displayed a warning message for agent if customer restricted replies on Twitter

VERSION 22.07.22

Added handling of user-closed conversations for Apple Messages for Business

VERSION 22.07.21

Implemented typing indicator message for Apple Messages for Business
Added "Last modified" column to Chat targeting rules listing
Added "Last modified" column to Messaging targeting rules listing

VERSION 22.07.20

Added a more precise location name for Google My Business

VERSION 22.07.12

Release Date: July 12, 2022

Introduced events when you import reply assistant items
Added "Last modified" column for "Inboxes" list

VERSION 22.07.11

Release Date: July 11, 2022

Added possibility to import email contacts (identities)

VERSION 22.07.04

Release Date: July 4, 2022

Added category filtering for Smart Conversation Close
Added a mechanism to disable rules in rules engine when category used in conditions is deleted

VERSION 22.07.01

Release Date: July 1, 2022

Added an ability to track a WhatsApp phone number status and send customer notifications if the quality is decreased

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