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RingCentral Engage Digital | October 2023
Notices
Completed migration to X/Twitter API 2.0 for follows
We migrated the X/Twitter APIs for “follows” to version 2.0. The feature flag Enable follows with Twitter API v2 is now enabled by default, and any new X/Twitter channel must have the Twitter API v2 boxes checked for the channel to work correctly.
Agent
Reply to agent emails improvement in Inbox view and Routing mode (Beta)
We now support conversation auto-creation when an agent is replying to their own email in both Inbox and Routing mode.
New Send for approval button (Beta)
We replaced the existing Approval request button with a Send for approval button in the Compose message popup. Admins must set the Approval threshold to enable for this button to appear.
Approval threshold UI improvements (Beta)
When the Approval threshold feature is enabled:
- The Approve button in the Actions section will be replaced by an Approve button inside the message.
- A message that needs approval will be displayed with dashed borders instead of solid borders.
- A pending approval icon appears in the metadata for messages that agents can’t approve.
Design improvements for icons in Agent compose message popup
We improved the selected state display for the Lock, Mute thread, Emoji, Deter, HTML Editor, Reply assistant, and Approval request icons.
Analytics
Report accuracy improvement of First reply resolution with Send and Complete feature enabled
When the Send and Complete feature is enabled for agent messages, the First reply resolution report now displays more accurate data about the conversation closed count.
Display improvement for agent list in Availability by agent report
In Analytics > Activity Tracking > Availability by Agent, we improved the display of the agent column and the table.
API
We allowed category updates when using APIs to hand over a conversation from a virtual agent to a human agent.
Other improvements
We added a Delete for everyone button in Engage Messaging for iOS and Android. This feature lets mobile users delete messages posted less than 72 hours previously.
- Allowed reply to agent emails in Inbox view and Routing mode (beta)
- Improved the accuracy of the "First reply resolution" report when the "Send and Complete" feature is used
- Added support of "en-GB" in custom languages for Engage Messaging
- Improved display of Agent's list in "Availability by agent" report under Activity Tracking in Analytics
- Replaced Approval icon with a new "Send for approval" button in compose window, when "Approval threshold" feature is enabled (Beta)
- Improved display of "Pending approval" label and "Approve" action in Agent view when "Approval threshold" feature is enabled (Beta)
- Improved selected state display for buttons in Agent section
- Added a new "Delete for everyone" button to Engage Messaging on iOS and Android
- Allowed category updates using APIs when handing over a conversation from Virtual Agent to a human
- Completed migration to X/Twitter API 2.0