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Release Notes > Engage Digital > June 2022

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.

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.

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.

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

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).

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.

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 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

After - Routing Strategy

Before - 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

After

Business Hours list( v22.06.22)
- The changes include removing of columns.

Before

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

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

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

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.

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.

Before

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".

Before

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."

Before

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

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.

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.

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

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