Business hours for SLA indicators
We’ve added an optional checkbox in Account Settings called Take into account Business Hours in SLA indicators. When the box is checked, SLA indicators pause outside business hours. When it’s not checked, SLA indicators will work normally for Routing mode and Inbox.
Rule creation to mask personally identifiable information (Beta)
We’ve added the option to create a rule that will mask customer’s personally identifiable information (PII) in conversation transcripts.
New “First message in thread” condition
We’ve added a new condition to the Rules Engine, where any actions trigger only when the first message is received in a thread.
Default text for survey expiry in Engage Surveys
We’ve added default text in the survey campaign that you can copy and paste into the survey expiry field.
Structured messaging support
We’ve added the ability to send structured messages (rich links, carousel, templates, and quick replies) when using Engage Messaging Outbound API.
Exported conversation display improvement
We’ve improved how conversations with line breaks appear when exported.
Engage Surveys in Instagram messages
We’ve added the ability to include Engage Surveys rich link webviews in messages sent through Instagram (mobile only).
Engage Surveys in Twitter (X) messages
We’ve added the ability to include Engage Survey rich link webviews in Twitter (X) direct messages.
Display improved for printed threads as PDF in Google Chrome
We’ve improved the PDF thread printing in Google Chrome, where the last messages wouldn’t appear in the printed copies even though they did appear in the preview.
Minutes selection improved for sending a message later
We’ve improved the display in the Compose Message dialog when clicking the arrow for selecting minutes.
Using keyboard to select attachments
We’ve added the option to open file explorer and select attachments by pressing Enter or Space.
Auto-scroll for threads improvement
When Enable auto-scroll to last message in Folder mode is checked in Account settings, threads automatically scroll down to the last message.
New tooltip for survey usage filters
We’ve added a tooltip to help users find the campaign they want to filter by in Analytics > Quality > Survey usage. They can select a campaign from the dropdown, then hover over the campaign to view the tooltip.
Display change in Analytics interface for US customers
We’ve changed the time display in Analytics to a 12-hour format (AM/PM) and dates to mm/dd/yyyy for users with the English (US) language interface.
New Advanced Analytics dashboard
We’ve added a new dashboard with metrics and reports options including: