Completed migration to X/Twitter API 2.0 for follows
We migrated the X/Twitter APIs for “follows” to version 2.0. The feature flag Enable follows with Twitter API v2 is now enabled by default, and any new X/Twitter channel must have the Twitter API v2 boxes checked for the channel to work correctly.
Reply to agent emails improvement in Inbox view and Routing mode (Beta)
We now support conversation auto-creation when an agent is replying to their own email in both Inbox and Routing mode.
New Send for approval button (Beta)
We replaced the existing Approval request button with a Send for approval button in the Compose message popup. Admins must set the Approval threshold to enable for this button to appear.
Approval threshold UI improvements (Beta)
When the Approval threshold feature is enabled:
Design improvements for icons in Agent compose message popup
We improved the selected state display for the Lock, Mute thread, Emoji, Deter, HTML Editor, Reply assistant, and Approval request icons.
Report accuracy improvement of First reply resolution with Send and Complete feature enabled
When the Send and Complete feature is enabled for agent messages, the First reply resolution report now displays more accurate data about the conversation closed count.
Display improvement for agent list in Availability by agent report
In Analytics > Activity Tracking > Availability by Agent, we improved the display of the agent column and the table.
We allowed category updates when using APIs to hand over a conversation from a virtual agent to a human agent.
We added a Delete for everyone button in Engage Messaging for iOS and Android. This feature lets mobile users delete messages posted less than 72 hours previously.