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Release Notes

RingCentral Engage Digital | June 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Version 23.06.05, 23.06.07, 23.06.09, 23.06.16, 23.06.19, 23.06.20, 23.06.23, 23.06.27, 23.06.28, 23.06.30
Release Date: For the month of June 2023
What's New
This is the June 2023 Release Note summary. We may provide updates on features and enhancements for Engage Digital products as we get closer to the release. 
RingCentral may update these Release Notes to document additional issues.
  • Admin
    • Improved display of single-line radio-group question in Engage Surveys
    • Allowed normal synchronization after exporting a message for a channel in slow mode
    • Added option to shorten URLs for Engage Surveys
    • Added Image picker question type to Engage Surveys
    • Improved questions results order for Engage Surveys
  • Agent
    • Added case number in search (Beta)
    • Added ability to input existing case number in a thread
    • Allowed creation of new case numbers for threads from UI (Beta)
    • Added Reply assistant feature to Inbox mode
    • Added dark mode for Reply assistant (Beta)
    • Added Keep light theme option to email messages in dark mode (Beta)
    • Released dark mode for Inbox and Routing modes (Beta)
    • Added HTML table display in Agent UI for SDK Channel
  • Supervisor
    • Improved bulk edit permissions in Supervision (Beta)
  • Analytics
    • Improved Service level metrics for Bot Analytics (Beta)
    • Allowed data updates for open tasks in Advanced Analytics when changing categories
    • Added Read status in Outbound messages response rate analytics for Engage Messaging Outbound API (Beta)
    • Added Engage Messaging Outbound API metrics to Outbound messages response rate analytics (Beta)
    • Added Customer satisfaction category filter for Engage Surveys analytics
    • Added filter to include or exclude virtual agent in Analytics (Beta)
    • Released usage analytics for Engage Surveys (Beta)
    • Added Virtual Agent metrics in Average handling time report in Analytics (Beta)
    • Added Virtual Agent availability in Availability by agent report in Analytics (Beta)
    • Added Virtual Agent filtering to reports
  • Various improvements
    • Improved display for email addresses that contain only numbers
    • Allowed intervention update when transferring a task to a Virtual Agent (Beta)
    • Added middle conversation trigger for Dialogflow Virtual Agent
    • Completed migration from Alchemer to Engage Surveys
    • Added Engage Messaging outbound in to parameter for Create Content API method (Beta)
    • Improved audit log export when recategorizing a thread from a message
    • Added audit log events for AI-based conversation summaries (Beta)
    • Reduced YouTube comment synchronization delay

Reminder: Survey provider change

As of June, 2023, we ended our contract with the Alchemy Survey provider,  and have invited all customers to migrate to our new, free, integrated customer satisfaction (CSAT) offerings.

Admin

Admin: Improved display of a single-line radio-group question in Engage Surveys

In Engage Surveys, single-line radio-group questions are now displayed more compactly, with the label below the radio button.

Improved display of a single-line radio-group question in Engage Surveys

Admin: Allowed normal synchronization after exporting a message for a channel in slow mode

The system will quickly restart normal synchronization when exporting an outbound message for a channel in slow mode.

Admin: Added option to shorten URLs for Engage Surveys

When you select Enable short URLs for Engage Surveys, you’ll now be able to define a personalized short domain name in Account Settings. Doing so will add a new, short-name option to your survey campaigns.

Added option to shorten URLs for Engage Surveys

Admin: Added image picker question type to Engage Surveys

Engage Surveys now has a new image picker question type that allows users to select images as answers.

Added image picker question type to Engage Surveys

Admin: Improved questions results order for Engage Surveys

Engage Survey results are now displayed in the same order as the visual order of the questions in the survey form.

Agent

Added case number in search (Beta)

When you’ve enabled case management, agents can now search for threads by entering a case number in the search bar.

Added case number in search (Beta)

Added ability to input existing case number in a thread (Beta)

When agents open a thread, they can now click the More menu next to a message and select Case number from the dropdown to add existing case numbers to a thread.

Added ability to input existing case number in a thread (Beta)

Added display of case number in thread listing (Beta)

When you’ve enabled case management, admins can now activate the Display case number in thread listing feature in Account settings. Doing so allows agents to see case numbers in each thread.

Added display of case number in thread listing (Beta)

Allowed creation of new case numbers for threads from UI (Beta)

Agents can now create new cases and attach them to a thread. This feature is available only when you’ve deactivated auto-generation of case numbers on your platform.

Allowed creation of new case numbers for threads from UI (Beta)

Added Reply assistant feature to Inbox mode

Agents can now use the Reply assistant in Inbox mode for automated replies to customer inquiries.

Added Reply assistant feature to Inbox mode

Added dark mode for Reply assistant (Beta)

Agents can now use the Reply assistant in dark mode.

Added Keep light theme option to email messages in dark mode (Beta)

When you check the Keep light theme for email messages box in the My Settings popup, the email body for channels will appear in light display mode even if the agent has enabled dark mode.

Released dark mode for Inbox and Routing modes (Beta)

Agents can now turn on dark mode for Inbox and Routing mode in the My settings menu.

Released dark mode for Inbox and Routing modes (Beta)

Added HTML table display in Agent UI for SDK Channel

HTML tables are now displayed for messages sent or received by agents over SDK Channels.

Supervisor

Improved bulk edit permissions (Beta)

The Edit an Agent permission now lets supervisors modify any agent’s categories unless Manage agents from my teams only is checked. (If that option is checked, you’ll only be able to modify those agent categories.)

Also added a new permission, Bulk actions, located in Supervision > Agents. Supervisors can now perform bulk edits on multiple users by clicking Edit categories.

Improved bulk edit permissions (Beta)

Analytics

Improved Service level metrics for Bot Analytics (Beta)

Added a filter to include/exclude Bot Analytics from Service level metrics. 

Allowed data updates for open tasks in Advanced Analytics when changing categories

Added a data widget that lets you view and filter categories for interactions.

Added Read status in Outbound messages response rate analytics for Engage Messaging Outbound API (Beta)

You can now see Read/Unread status for outbound message response rates.

Added Engage Messaging Outbound API metrics to Outbound messages response rate analytics (Beta)

You can now filter and view outbound message response rate metrics by Engage Messaging channel types. These metrics now include WhatsApp and cloud APIs.

Added Customer satisfaction category filter to Engage Surveys analytics

Added a category filter to the Customer satisfaction report.

Added Customer satisfaction category filter to Engage Surveys analytics

Added filter to include or exclude virtual agent (Beta)

Added a filter to include/exclude virtual agent bot analytics from the dashboard page.

Analytics: Released usage analytics for Engage Surveys (Beta)

Created a new usage table report with analytics information for Engage Surveys.

Added Virtual Agent metrics in Average handling time report(Beta)

Added the Average handling time report for the virtual bot agent.

Added Virtual Agent availability in Availability by agent report(Beta)

Added the Availability by agent report for the virtual bot agent.

Added Virtual Agent filtering to reports

You can now filter for Virtual Agents in the following reports:

  • Conversations activity
  • Conversations by category
  • First contact resolution
  • Messages activity
  • Messages by channel
  • Messages by day
  • Messages by language
  • Messages by privacy
  • Messages by type of contribution
  • Messages by type of participant
  • Messages per hour

Various improvements

Improved display for email addresses that contain only numbers

Email addresses that use only numbers are now displayed normally in the inbox.

Allowed intervention update when transferring a task to a Virtual Agent (Beta)

Admin can now add the intervention.user_updated event type when agents transfer a task to a virtual agent. 

Added middle conversation trigger for Dialogflow Virtual Agent

Dialogflow virtual agent now scans requests to assign them to the appropriate agents.

Completed migration from Alchemer to Engage Surveys

Migrated all remaining domains from Alchemer surveys to Engage Surveys.

Added Engage Messaging outbound in to parameter for Create Content API method (Beta)

You can now use the to parameter in the Create Content API method to send outbound messages.

Improved audit log export when recategorizing a thread from a message

Improved the audit log export to filter for Thread recategorized.

Added audit log events for AI-based conversation summaries (Beta)

Agents can now view new audit log events for AI-based conversation summaries. 

Reduced YouTube comment synchronization delay

YouTube comments are now imported immediately, during synchronization.

VERSION 23.06.30
Release Date: June 30, 2023
  • Added Virtual Agent availability in "Availability by agent" report in Analytics (Beta)
  • Added Virtual Agent metrics in "Average handling time" report in Analytics (Beta)
  • Released usage analytics for Engage Surveys (Beta)
  • Added filter to include or exclude virtual agent in Analytics (Beta)
VERSION 23.06.28
Release Date: June 28, 2023
  • Improved HTML table display in Agent UI for SDK Channel
VERSION 23.06.27
Release Date: June 27, 2023
  • Released dark mode for task mode and inbox mode (Beta)
VERSION 23.06.23
Release Date: June 23, 2023
  • Added category filter for Customer satisfaction in Engage Surveys analytics
  • Reduced the delay of comments synchronization from Youtube
  • Added "Keep light theme" option to email messages in dark mode (Beta)
  • Added Engage Messaging Outbound API metrics to "Outbound messages response rate" analytics (Beta)
  • Added read status in "Outbound messages response rate" analytics for Engage Messaging Outbound API (Beta)
VERSION 23.06.20
Release Date: June 20, 2023
  • Added Virtual Agent filter in "Customer satisfaction" report in Analytics (Beta)
VERSION 23.06.19
Release Date: June 19, 2023
  • Added audit log events for AI-based conversation summaries (Beta)
  • Engage Surveys : Questions/answers of result shown in random order
  • Added dark mode for reply assistant (Beta)
  • Improved audit log export when recategorizing a thread from a message
VERSION 23.06.16
Release Date: June 16, 2023
  • Allowed data updates in Advanced Analytics for open tasks when changing categories
  • Added Engage Messaging outbound in "to" parameter for "Create Content" API method (Beta)
  • Finished migration from Alchemer to Engage Surveys
  • Added Virtual Agent filter in "Interactions transferred per hour" report in Analytics (Beta)
  • Added image picker question type to Engage Surveys
  • Added AI-based conversation summaries as intervention comments in threads (Beta)
  • Allowed the creation of new case numbers for threads from the UI (Beta)
  • Added reply assistant feature to Inbox mode
VERSION 23.06.09
Release Date: June 9, 2023
  • Added option to shorten URLs for Engage Surveys
  • Added display of case number in thread listing (Beta)
  • Added middle conversation trigger for Dialogflow Virtual Agent
VERSION 23.06.07
Release Date: June 7, 2023
  • Allowed intervention update when transferring a task to a Virtual Agent (Beta)
  • Added Virtual Agent filter in "One contact resolution" report in Analytics (Beta)
  • Improved permissions for Bulk Edit in Supervision (Beta)
  • Allowing normal synchronization after exporting a message for a channel in slow mode 
  • Added display of existing case numbers to a thread
  • Added case number in thread search (Beta)
VERSION 23.06.05
Release Date: June 5, 2023
  • Improved Service level metrics for Bot Analytics (Beta)    
  • Improved display of single-line radio-group question in Engage Surveys    
  • Improved display for email addresses containing only numbers
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