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Release Notes

RingCentral Engage Digital | July 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Version 2023.07.31, 2023.07.28, 2023.07.25, 2023.07.21, 2023.07.19, 2023.07.18, 2023.07.17, 
2023.07.12, 2023.07.11, 2023.07.10, 2023.07.07, 2023.07.06, 2023.07.05, 2023.07.04, 
2023.07.03
Release Date: For the month of July 2023
What's New
This is the July 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
    • Engage Digital Surveys Expiry delay
    • Richlink webview for Engage Surveys in Facebook Messenger
    • Facebook recommendations (Beta)
    • Virtual Agents triggers
    • WhatsApp credit
  • Agent
    • Alphanumeric cases for Case Management (Beta)
    • Conversation comments
  • Supervisor
    • Dark mode
  • Analytics
    • Improved time and date display for US English
    • Improved Closed conversations/hours and Replies/hours dashboard features
  • API
    • Added SMTP headers for API calls
    • Added the ability to retrieve a search folder query to the existing folders API
    • Improved the display of agents’ statuses
  • Various improvements
    • Added a read-only option for custom fields
    • Deleted roles, teams, and users are automatically removed from notification settings
    • Renamed the survey_type value to engage_surveys in the Customer satisfaction export

Admin

Engage Digital Surveys Expiry delay

We’ve added the ability to set a Survey link expiration delay for Engage Digital Surveys. Once the expiration delay passes, respondents will see a message that the survey is no longer open.

Engage Digital Surveys Expiry delay

Richlink webview for Engage Surveys in Facebook Messenger

We’ve extended the survey richlink webview feature to Facebook Messenger. If you turn this on, your clients can respond to the survey directly in their Facebook messenger window.

Richlink webview for Engage Surveys in Facebook Messenger

Facebook recommendations (Beta)

We’ve added support for Facebook recommendations. Agents can now engage with Facebook users who have left recommendations for your business (if enabled for your Facebook page). You can turn on this option in your Engage Digital Facebook channel settings.

This feature is currently in Beta testing. Contact your account manager if you want to be a part of any beta program.

Virtual Agents triggers

We’ve added Start of conversation and Middle of conversation triggers for virtual agents. You can now use one or both triggers for a single agent.

Admins can access this feature in Admin > AI tools > Virtual agents > Configuration > Virtual agent trigger dropdown.

Virtual Agents triggers

WhatsApp credit

WhatsApp credit now displays in Admin settings. You can track your remaining credits, monthly costs, and Free-Tier conversations within Engage Digital.

Admins can access this feature in Admin > Settings > Account settings > WhatsApp configuration.

WhatsApp credit

Agent

Alphanumeric cases for Case Management (Beta)

Case Management (Beta) now supports alphanumeric cases. You can configure this in Admin > Settings > Account settings > Case management > Case number format dropdown.

Alphanumeric cases for Case Management (Beta)

Conversation comments

We’ve allowed the display of the comment icon after conversations have been closed.

Supervisor

Dark mode

Supervision mode now supports dark mode (Beta). This update affects:

  • The Agents page
  • Channel groups
  • The ability to observe agents’ screens
Dark mode

Analytics

Improved time and date display for US English

For US English, we’ve improved the readability of the time display, changing it from a 24-hour format to a 12-hour (AM/PM) format.

Improved time and date display for US English

Improved Closed conversations/hours and Replies/hours dashboard features

The Closed conversations/hours and Replies/hours features in the Analytics dashboard now exclude virtual agents from agent presence.

API

  • For the GET contents endpoint, we’ve added SMTP headers for API calls.
  • We’ve added the ability to retrieve a search folder query to the existing folders API.
  • We’ve improved the display of agents’ statuses, updated via API calls for Agent Supervision.

Various improvements

  • We’ve added a read-only option for custom fields. Custom fields are now editable only in the API. Agents can no longer edit them in the UI.
  • Deleted roles, teams, and users are automatically removed from notification settings.
  • We’ve renamed the survey_type value to engage_surveys in the Customer satisfaction export.
VERSION 2023.07.31
Release Date: July 31, 2023
  • Renamed "survey_type" value to "engage_surveys" in Customer satisfaction export
Version 2023.07.28
Release Date: July 28, 2023
  • Added option to set expiration time limit after initial sending for Engage Surveys
VERSION 2023.07.25
Release Date: July 25, 2023
  • Added support for richlink webview for Engage Surveys in Facebook Messenger
VERSION 2023.07.21
Release Date: July 21, 2023
  • Added read-only option to make custom fields editable through API only and uneditable by agent in UI
VERSION 2023.07.19
Release Date: July 19, 2023
  • Improved "Closed conversations/hours" and "Replies/hours" in Analytics dashboard to exclude virtual agents from agent presence.
VERSION 2023.07.18
Release Date: July 18, 2023
  • Allowed display of the comment icon after conversation closed
VERSION 2023.07.17
Release Date: July 17, 2023
  • Added automatic removal of deleted roles, teams or users in notification settings
VERSION 2023.07.12
Release Date: July 12, 2023
  • Allowed both start conversation and middle conversation triggers for the same virtual agent
VERSION 2023.07.11
Release Date: July 11, 2023
  • Added dark mode support for supervision mode (Beta)
  • Added alphanumeric cases for Case Management (Beta)
VERSION 2023.07.10
Release Date: July 10, 2023
  • Added dark mode support for channel groups in supervision mode (Beta)
VERSION 2023.07.07
Release Date: July 7, 2023
  • Improved time and date display in Analytics for english-US language
VERSION 2023.07.06
Release Date: July 6, 2023
  • Added Facebook Recommendations (Beta)
  • Added SMTP headers for API calls with "GET contents" endpoint
  • Added search folders feature to existing folders API
VERSION 2023.07.05
Release Date: July 5, 2023
  • Allowed display of WhatsApp credit in admin settings
  • Improved display of virtual agents tasks in agent supervision
VERSION 2023.07.04
Release Date: July 4, 2023
  • Added dark mode support when watching agent's screen in supervision mode (Beta)
  • Improved display of agents status in Supervision when updated using API call
VERSION 2023.07.03
Release Date: July 3, 2023
  • Added dark mode support for agent list in supervision mode (Beta)
Archivo
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