Release Notes

RingCentral Engage Digital | June 2022

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Publish Date: June 30, 2022
What's New
This is the June 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 June Release Note summary.
The following features were released during June 2022
  • Engage Digital: WhatsApp Outbound API (BETA) (v22.06.02)
  • Engage Digital: Revised limitations for WhatsApp embedded sign up flow according to the new rules for WhatsApp (v22.06.08)
  • SalesForce: Exposed identity group information to SFDC (v22.06.08)
  • API: Added the way to filter by extension type in Attachments API (v22.06.13)
  • Browser support: Internet Explorer 11 support - end of life (v22.06.15)
  • Agent Assist: Migrate to v2 API (Generally Available) (v22.06.23)
  • Messaging Channels: Add category filtering on Smart Conversation Close
  • Channel SDK: Typing preview, indicator and receipt (v22.06.29)
  • Directory: Exclude identity from auto-suggest (v22.06.28)
  • Admin: Added a column to reflect information of who and when the last changes were made to the "Rules Engine" list (v22.06.22)
  • Admin: Updated User Interface designs
    • Agent capacity and Presence statuses lists (v22.06.07)
    • Teams and Routing strategy lists (v22.06.09)
    • Users admin lists (v22.06.09)
    • API access token list (v22.06.21)
    • Business Hours list( v22.06.22)
    • Installed Apps admin list (v22.06.24)
    • Automated exports admin list (v22.06.24)
    • Channels admin list (v22.06.24)
Notices
  • Agent Assist - Messaging pop up changes - July 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.
  • IG Direct changes for UUID - 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 wall identities
  • 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.
Reminder Notices
  • Email Sources: Using Gmail as a source
    Google is increasing the security requirements for accessing your Gmail accounts and will require using passwords generated with App Passwords in place of the "Less secure apps".  This setting was removed from the account configuration on May 30, 2022. We recommend switching to using two-factor authentication with an App Password.
  • 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.
Engage Digital: WhatsApp Outbound API (BETA) (v22.06.02)
Engage Digital now allows our enterprise customers to do proactive notifications on WhatsApp using our WhatsApp Outbound API. This enables enterprise customers who may want to support use cases like call deflections, alerts, 2FA, Etc. Enterprises will be responsible for determining the trigger and managing a list of customers who will get notifications.
The Outbound API is available as a part of our API suite and is accessible at no charge to all customers. Customers using the API can send messages at the rate of 7 messages/sec. Please be aware that any messages sent through the API will be charged based on WhatsApp's price list
API payload includes parameters like the HSM template to be sent, source id, language, and the destination number. When a customer responds, the original notification and the customer's message will be pulled inside Engage Digital, providing the agent with full context.
Please get in touch with your account manager if you want to be a part of the BETA for this feature.
UX Improvements
Engage Digital: Revised limitations for WhatsApp embedded sign up flow according to the new rules for WhatsApp(v22.06.08)
WhatsApp changed the usage conditions on May 2, 2022. 
If testing the integration with a Whatsapp account, customers are no longer limited to the 30 days trial period.  They will now be able to send unlimited messages to (up to) 50 different customers in (up to) 1000 conversations at no charge.
SalesForce: Exposed identity group information to SFDC (v22.06.08)
By default, templates contain information about identities. This enhancement provides access to Engage Digital Identity Group attributes in templates. The new Identity group attributes are formatted with "IG__" prefix. This enhancement supports both searchform and recordform templates.
Examples of Identity Group attributes.
Examples of Identity Group attributes.
API: Added the way to filter by extension type in Attachments API (v22.06.13)
We have enhanced the Attachment API so that users can export their attachments in bulk and have the ability to filter by extension.
Previously it was difficult to filter, so finding a file was a tedious task and would require making many API calls to scan the entire database every time.
We added an optional parameter to filter by extension, so the Attachments API /attachments GET endpoint provides a new "extension" parameter that will allow searching files by extension.
Browser Support: Internet Explorer 11 support - end of life (v22.06.15)
With Microsoft's announced June 15, 2022 End of Support for Internet Explorer browser for some operating systems, our application is not accessible by users using Internet Explorer; Users are required to use a supported browser.
Agent Assist: Migrate to v2 API (Generally Available) (v22.06.23)
We have migrated to Google's Agent Assist generally available (GA) v2 API to improve and evolve Agent Assist. Migration to the GA API version allows the use of Agent Assist feature without whitelisting of customer's Google Cloud Project.
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.
 Smart Conversation Close
Channel SDK: Typing preview, indicator and receipt (v22.06.29)
We have added Typing preview, indicator, and receipt to improve end-user experience and agent efficiencies.
Typing preview allows the agent to see what the end-user is typing in real-time to be more efficient and take preemptive actions such as preparing the response in advance, finding documents, Etc.
The Typing indicator shows the end-user that the agent is typing so that they know the agent is present and responding to them.
Read receipts notifies the agent that the end-user received their last message.
Real-time typing preview
Real-time typing preview
Real-time typing preview
Directory: Exclude identity from auto-suggest (v22.06.28)
This enhancement improves efficiencies for the agent by allowing the admin or agent to exclude an email address in the identity card by marking an address "Exclude from directory" by 'Add a new item' in the Context Menu.
Engage Digital stores identities such as old or misspelled email addresses that appear in auto-suggest and should be ignored. Agents do not want to see email addresses known to be wrong when sending, replying, or transferring an email.
This allows the agent to ignore the identity from auto-suggest without deleting the identity and its content from directory lookup (auto-suggest).
Exclude identity from auto-suggest
Admin: Added a column to reflect information of who and when the last changes were made to the "Rules Engine" list (v22.06.22)
We added a new column in the rules engine admin list to reflect the user who made the change and the date of the rule modification. If the event associated with the last modification was deleted, the column would show the time elapsed since deletion (according to the events purge threshold from 1 day to 2 years).
Modified column - shows who and when the last rule change was made.
Modified column - shows who and when the last rule change was made.
Admin: Updated User Interface designs
We have updated the design of the Admin List to improve readability. Enhancements made include responsive designs that dynamically adapt column widths to the content's size and your window size, adding and removing buttons, introduction of dropdown menus, aligning icons and widening columns Etc.
These are User Interface design improvements, and there are no changes to functionality.
  • Agent capacity and Presence statuses lists (v22.06.07)
    • The changes include a responsive design that dynamically adapts column widths to the content's size and your window size and swapping of columns. 
Image 1
Image 1
Image 2
Image 2
Examples of the same Admin List view of Agent capacity in two different  sized views (Image 1 vs Image 2).
  • Teams and Routing strategy lists (v22.06.09). 
    • The changes include a responsive design that dynamically adapts column widths to the content's size and your window size and swapping of columns. 
Before - Routing Strategy
Before - Routing Strategy
After - Routing Strategy
After - Routing Strategy
Before - Teams list
Before - Teams list
After - Teams list
After - Teams list
  • Users admin lists (v22.06.09)
    • The changes include adding data attribute selector for users table buttons, removal of button selector and replacing with dropdown menus.
  • API access token list (v22.06.21)
    • The changes include a responsive design that dynamically adapts column widths to the content's size and your window size, in addition we have moved ‘Time zone’ to the secondary information. 
Before
Before
After
After
  • Business Hours list( v22.06.22)
    • The changes include removing of columns.
Before
Before
After
After
  • Installed Apps admin list (v22.06.24)
    • The changes include expanding the column widths of the ‘Name’ column by +60px and the ‘Description’ column by +40px. 
Before
Before
After
After
  • Automated exports admin list (v22.06.24)
    • The changes include a responsive design that dynamically adapts column widths to the content's size and your window size. 
Before
Before
After
After
  • Channels admin list (v22.06.24)
    • The changes include extending the ‘Message’ column widths, vertically aligning of the icons and buttons at the end of table rows.
Before
Before
After
After
VERSION 22.06.29
Release Date: June 29, 2022
  • Introduced a Realtime typing preview for agent for custom SDK Channel
  • Introduced a Realtime typing indicator for visitor for custom SDK Channel
  • Added support for buttons in structured messages templates for WhatsApp Outbound 
VERSION 22.06.28
Release Date: June 28, 2022
  • Introduced email notifications about suspension or restoration of webhooks
  • Added event to audit log about suspension or restoration of webhooks
  • Added the ability for an agent to permanently exclude identities from auto-suggest
VERSION 22.06.22
Release Date: June 22, 2022
  • Updated design for "Business Hours" list
  • Added the information of who and when made last changes on "Rules Engine" list
VERSION 22.06.21
Release Date: June 21, 2022
  • Updated design for "API access token" list
VERSION 22.06.15
Release Date: June 15, 2022
  • Internet Explorer 11 support - end of life
VERSION 22.06.13
Release Date: June 13, 2022
  • Updated design for Users lists
  • Added the way to filter by extension type in/attachments API
VERSION 22.06.10
Release Date: June 10, 2022
  • Added the ability to configure algorithm for digest and signature in SAML extension
VERSION 22.06.09
Release Date: June 9, 2022
  • Updated design for Teams and Routing strategy lists
VERSION 22.06.08
Release Date: June 8, 2022
  • Relaxed limitations for WhatsApp embedded sign up flow according to the new rules on WhatsApp side 
  • Exposed identity group information to SFDC 
VERSION 22.06.07
Release Date: June 7, 2022
  • Updated design for Agent capacity and Presence statuses lists
VERSION 22.2.5
Release Date: June 01 , 2022
What's New
This is the 22.2.5 June Release Note. 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 22.2.5 June Release Note.
The following features are being released as part of the 22.2.5 June Release.
  • Channel SDK: Added read notification 
  • UX improvements: Updated the layout for Webhooks, Categories and Inboxed, Introduced IE11 placeholder
  • Google Business Messages:  Updated the UX for welcome message and conversation starters  
  • Rules Engine:  Allowed selected multiple categories with ‘OR’ condition
  • Engage Digital: Added tags to Directory for identity management in Email and SMS channels
Notices
Email Sources: Using Gmail as a source
  • Google is increasing the security requirements for accessing your Gmail accounts and will require using passwords generated with App Passwords in place of the "Less secure apps".  This setting will be removed from the account configuration from May 30, 2022. We recommend switching to using two-factor authentication with an App Password.
Here are a few reminder notices:
  • Webhook Integration: Reduce webhook timeout to 10 seconds
  • Starting today from June 1, 2022, we will reduce the timeout while waiting for the external server's response to accept the webhook from 15 seconds to 10 seconds.
  • Internet Explorer End of Support advisory
Microsoft has announced a June 15, 2022 End of Support for Internet Explorer browser for some operating systems. We recommend switching to another supported browser before this date if you are still connecting to Engage Digital with Internet Explorer.
  • 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.
Channel SDK: Added read notification 
We have introduced an enhancement to the Channel SDK tool to provide a read notification, sometimes also referred to as a 'read receipt' on 3rd party channel conversations, to tell if the agent's message has been read by the end customer. You'll see the word ‘Read’ under the last message to the recipient and the time-stamp the message was read.
Channel SDK
UX improvements: Updated the layout for Webhooks Listings
We have updated the layout of the webhook listing by merging columns to provide an easier-to-read table.
UX Improvements
Before
UX Improvements - After
After
UX improvements: Category listing improvements
We have improved the layout of category listing by merging columns to provide more space for the "Selected channels".
UX Improvements
Before
UX Improvements - After
After
UX improvements: Improved the layout of Inboxed listing
We have improved the layout of Inboxes. Previously, the row's height was disproportionately too tall, which did not optimize the row layout. In addition, we have enhanced the word wrap for the name in the first column and updated the column width for "Query" and "Restrictions."
UX Improvements
Before
UX Improvements - After
After
UX improvements: Introduced IE11 placeholder
With Microsoft's announced June 15, 2022 End of Support for Internet Explorer browser for some operating systems. Starting this time, the application will not be accessible by users using Internet Explorer; this IE11 placeholder will notify and invite them to use a supported browser.
IE11 placeholder
IE11 placeholder 
Google Business Messages: Updated welcome message and conversation starters 
We have made enhancements to the User Interface to align experience between Google Business Messages and Instagram Messaging. We made updates to Conversation settings and to the Welcome Message and Conversation starters by adding a new section with subsections: Conversation setting; and Subsections: Welcome message and Conversation starter. All the items becomes read-only and will be synchronized from Google.
Google Business Messages
Updated Conversation Settings, Welcome Message & Conversation Starter
Rules Engine:  Allowed selected multiple categories 
When creating a rule in Rule Engine, we have enhanced the"Category" condition to allow multiple categories to be entered and matched with "OR" condition.
Previously, when doing configuration, there was no way to add multiple criteria when creating rules in the rules engine; instead, you had to create individual rules, which resulted in numerous rules instead of just one. Maintenance becomes a support or customer problem if there are too many rules, as it gets more challenging to navigate and track.
The benefit of this enhancement is to make an extensive list of rules more manageable.
Rules Engine
Engage Digital: Added tags to Directory for identity management in Email and SMS channels 
We have added ‘Tags’ to the Directory for identity management in Email and SMS channels as another means to make it easier for agents to quickly search and add addressees.
Previously,  when Engage Digital auto completed the TO /CC /BCC fields in an email or SMS, it was performed by an auto-suggestion feature that worked using first name, last name, and custom fields. However, Agents were missing an integrated address book that would allow them to search within the Directory by using a  'Tag,' i.e., Support, Sales, Supplier, Influencer, etc. which often resulted in prolonged inefficient searches or references to sources outside of Engage Digital.
Email example with tags
Email example with Tags
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