Release Notes

RingCentral Engage Digital

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.

VERSION 21.4.6

Release Date: December 15, 2021

What's New

These are the 21.4.6 December Release Notes. 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 21.4.6 December Release Note.

The following features are being released as part of 21.4.6 December Release.

Localization: Added support for Spanish and German Languages
Engage DialogFlow: Pass Pictures and related metadata from Engage Digital to Engage DialogFlow

Reminder Notice:

Please take note of the following user impacting changes that are planned for January 2022.

22.1.1 Improved contrast (gray background) of the conversation view - Jan 12
22.1.1 Instagram Messaging GA - Jan 12
22.1.1 Whatsapp Embedded Flow GA - Jan 12
22.1.2 Support of Quick Replies in Apple Business Chat -Jan 26
22.1.2 Support of Lists Structured Messages for Apple Business Chat & WhatsApp - Jan 26

Surveys

In addition to the previously announced changes to the API to get survey responses.

Field ‘satisfaction_survey_id’ will be removed. Instead, you can use the internal ID of the survey in the interventions API (field to use survey_id) - Jan 12

Localization: Added support for Spanish and German Languages

With this release, the Engage Digital Agent, Administrator and Advanced Analytics User Interfaces now support a total of five languages with the addition of Spanish and German complementing functionality already available in English, French and Dutch. The localizations also involve analyzing the semantics in each language to ensure that Engage Digital works functionally and linguistically for the intended region.

Engage DialogFlow: Pass pictures and related metadata from Engage Digital to Engage DialogFlow

Currently it is only possible to pass text to Google DialogFlow with Engage DialogFlow. With this enhancement, Engage Digital will now also support passing pictures/images and its related metadata to Google DialogFlow that an end-user sends. In the example provided (Fig 1), an image is attached to a message and the image URL is passed through Engage DialogFlow. This enhancement is only available for Engage Messaging and Engage Chat channels, for other channels - Engage DialogFlow will fallback.

The integrator needs to verify that the application that they are working with has an API that can process images (for example, https://cloud.google.com/vision).

VERSION 21.4.5

Release Date: December 1, 2021

What's New

These are the 21.4.5 November Release Notes. 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 21.4.5 November Release Note.

The following feature is being released as part of the 21.4.5 November Release

Routing Strategies: Ability to ‘disable’ skills-check condition in configuring Team Steps

Reminder Notice:

Please take note of the following user impacting changes that will happen in December 2021

Surveys

Changes in the API to get survey responses (/1.0/survey_responses/:id). There will be changes with several fields:

Field "foreign_id" will be removed. You will be able to find this value in the "response_foreign_id" field.
Field "answers" will be removed. You can find the answers in the "questions" field.

User Interface changes

New icons associated with different actions in the audit log.

New upcoming user impacting changes that are planned for January 2022

22.1.1 Improved contrast of the conversation view starting from Jan 12
22.1.1 Instagram Messaging GA starting from Jan 12
22.1.2 Support of quick replies in Apple Business Chat, starting from Jan 26
22.1.2 Support of lists structured messages for Apple Business Chat and WhatsApp, starting from Jan 26

Routing Strategies: Ability to ‘disable’ skills-check condition in configuring Team Steps

We have added custom control in the Routing Strategies related to Teams by providing the ability to disable the skills-check condition in the set up of Team Steps (team_target and intervention_team_target). If you use these steps, the system continues routing interactions to an agent based on matched team and skills (i.e category + language) by default.

With this enhancement, the system will distribute every interaction to any member of the team regardless of their skills. Team Steps are still kept optional and will not be visible in the default routing strategy.

Please contact your account manager to have this enabled for your account.

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