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Release Notes > Engage Digital > February 2023
Release Notes

RingCentral Engage Digital

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Version 23.02.02, 23.02.08, 23.02.10, 23.02.13, 23.02.14, 23.02.15, 23.02.21, 23.02.23, 23.02.24, 23.02.28
Release Date: For the month of February 2023
What's New
This is the February 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.

February Release Note summary

  • Admin
    • Engage Surveys
      • Added a button to duplicate survey forms for Engage Surveys.
      • Enforced one response per intervention for Engage Surveys.
    • Improved display for rules engine events in the audit log.
    • Added username columns for content thread export.
    • Added Category selection strategy for SLA Indicator.    
  • Agent
    • Improved display of WhatsApp quoted replies.
    • Introduced My settings menu for keyboard shortcuts (beta).
  • Supervisor
    • Agent Supervision V2
      • Added ellipsis and tooltip for longer names for Agent Supervision (beta).
  • Various improvements
    • Case management
      • Introduced auto-generation of cases for the new Case management feature (beta).
      • Added new API Endpoints for the new Case management feature (beta).
    • Added events for Case management feature (beta).
    • Added support for custom alert notifications in case of problems.
    • Improved design, color, and timer for SLA Indicator.

Notices

LinkedIn Connector GA

As our LinkedIn Connector Beta is coming to a close, please don't hesitate to contact your account manager for your last opportunity to participate in the BETA or to enquire about the General Availability (GA) Release.

Agent Supervision

In February and March we are rolling out our new and improved Agent Supervision with improved UI, new sorting options and a status filter (global & channel group)

Reminder Notices

Send message shortcut - General availability

We have added a "My settings" menu for keyboard shortcuts. Agents will now be able to choose one consistent behavior of the Enter button regardless of the channel (send message or insert a new line).

Engage Communities Renewal

Extension of support announced. A separate communication will be sent on this matter.

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

Engage Surveys: Added a button to duplicate survey forms for Engage Surveys

Users can now duplicate or copy forms in Engage Surveys.

Engage Surveys: Added a button to duplicate survey forms for Engage Surveys

Engage Surveys: Enforce one response per intervention for Engage Surveys

Survey respondents can now only answer the survey once per intervention. If the survey has been completed and the respondent tries the survey link again, they will see a thank you for completing the survey message.

Admin: Improved display for rules engine events in the audit log

When viewing an audit log, rules will display the rule name and the rule ID. Rule ID is now a link that will direct the user to the rule edit page.

Admin: Improved display for rules engine events in the audit log

Admin: Added username columns for content thread export

Added a username column to the exported file for the Threads export.

Admin: Added Category selection strategy for SLA Indicator

In the Channels settings, you can select the filtering strategy and the categories to filter for the SLA indicator.

Admin: Added Category selection strategy for SLA Indicator

Agent

Agent: Improved display of WhatsApp quoted replies

When a customer quotes a message in WhatsApp, the sender’s name is now included in the quoted message. 

Agent: Introduced My settings menu for keyboard shortcuts

We changed the Keyboard shortcuts menu to the My settings menu.

Agent: Introduced My settings menu for keyboard shortcuts

Supervisor

Agent Supervision V2: Added ellipsis and tooltip for longer names for Agent Supervision

We improved the display for longer agent names by increasing the column width and hiding a part of some really long names by an ellipsis. You will be able to mouse over the name to display the tooltip with the full name.

Various improvements

Case management: Cases will be generated when a conversation thread is started (beta)

We’re introducing Case management (support ticket system) that automatically generates a case and a case number for conversation threads.

Case management: Cases will be generated when a conversation thread is started (beta)

Various improvements: Added support for custom alert notifications in case of problems

You can opt-in to an alert notification feature that informs you about errors such as channel certificate expiration or business holidays expiration.

Various improvements: Added support for custom alert notifications in case of problems
Various improvements: Added support for custom alert notifications in case of problems

Various improvements: Improved design, color, and timer for SLA Indicator

We improved the design for the SLA indicator design for both Routing and Inbox modes.

Various improvements: Improved design, color, and timer for SLA Indicator
VERSION 23.02.28
Release Date: February 28, 2023
  • Improved design, color & timer for SLA Indicator
VERSION 23.02.24
Release Date: February 24, 2023
  • Added support for custom alert notifications in case of problem
VERSION 23.02.23
Release Date: February 23, 2023
  • Added events for Case Management (Beta)
VERSION 23.02.21
Release Date: February 21, 2023
  • Added Category selection strategy for SLA Indicator
VERSION 23.02.15
Release Date: February 15, 2023
  • Introduced "My settings" menu for keyboard shortcuts (beta)
  • Added username columns for content thread export
  • Added New API Endpoints for the new Case management feature (beta)
VERSION 23.02.14
Release Date: February 14, 2023
  • Improved display of WhatsApp quoted replies
VERSION 23.02.13
Release Date: February 13, 2023
  • Enforce one response per intervention for Engage Surveys
  • Improved display for rules engine events in the audit log
VERSION 23.02.10
Release Date: February 10, 2023
  • Introduced auto-generation of cases for the new Case management feature (beta)
VERSION 23.02.08
Release Date: February 8, 2023
  • Added ellipsis and tooltip for longer names for Agent Supervision V2 (beta)
VERSION 23.02.02
Release Date: February 8, 2023
  • Added a button to duplicate survey forms for Engage Surveys
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