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Release Notes

RingCentral Engage Digital | May 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
Version 23.05.04, 23.05.09, 23.05.10, 23.05.12, 23.05.16, 23.05.17, 23.05.22, 23.05.24, 23.05.25, 23.05.31
Release Date: For the month of May 2023
What's New
This is the May Release Note summary. We may provide updates on features and enhancements for Engage Digital products as we get closer to the rollout date.
RingCentral may update these Release Notes to document additional resolved and known issues.

May Release Note summary

  • Admin
    • Added "in_reply_to_author_id" for customer messages in messages export for Viber channel
    • Released 30 minutes frequency for automated exports (General Availability)
    • Engage Surveys
      • Allowed customization of star rating style and color in Engage Surveys
      • Improved the display of rating labels for a single-line radiogroup question in Engage Surveys
      • Allowed image size attributes for rating and radiogroup questions in Engage Surveys
      • Improved the support of attachments for logos in Engage Surveys
      • Allowed migrated image picker questions as main question for Engage Surveys
  • Agent
    • Improved display of "replying to" in compose form
    • Added display of case number in thread title
    • Improved display for AI-filled conversation summary (Beta)
    • Added the Virtual Agent icon next to Virtual Agent names in messages for Folder mode and Task mode. (Beta)
  • Analytics
    • Added the Virtual Agent icon next to Virtual Agent names in analytics (Beta)
    • Virtual Agent filters in reports.
  • Various improvements
    • Added display of an alert when reaching tags limit in Instagram
    • Added handover feature from an agent to a Virtual Agent (Beta)

Notices

30-min Automated Exports

We are announcing the upcoming General Availability of a new 30-min frequency of our automated exports.

Reminder Notices

Survey provider change

This June 2023 we are stopping our contract with our current Survey provider (Alchemer) and are inviting all concerned customers to migrate to our new, free, and completely integrated CSAT offering.

Beta features

  • Contact your account manager if you want to be a part of any beta program.

Admin

Admin: Improved messages export for Viber channel

We added the “in_reply_to_author_id” in the messages export for Viber. Previously, these metrics were not captured.

Admin: Released 30 minutes frequency for automated exports (General Availability)

You can now set the frequency of automated exports to 30 minutes.

Surveys: Allowed customization of star rating style and color in Engage Surveys

You can now customize your survey’s rating with stars or smileys.

Allowed customization of star rating style and color in Engage Surveys

Surveys: Improved the display of rating labels for a single-line radiogroup question in Engage Surveys

We improved the display of rating labels for radiogroup questions. If column count is set to zero, labels for the radiobuttons are now displayed under the radiobuttons.

Surveys: Allowed image size attributes for rating and radiogroup questions in Engage Surveys

Custom images in rating or radiogroup questions now have uniform sizes.

Surveys: Improved the support of attachments for logos in Engage Surveys

We improved how uploaded logos are handled. This means uploaded logos are now displayed correctly in the designer and preview tabs.

Surveys: Allowed image picker questions as main question for Engage Surveys

You can now set the image picker question type as the main question.

Agent

Agent: Improved display of "replying to" in compose form

We improved the UI of the compose form.

Agent: Added display of case number in thread title for Case Management (Beta)

Case numbers are now displayed in the thread title. Hover over it and a tooltip displays all case numbers associated if there are more than one.

Agent: Introduced My settings menu for keyboard shortcuts

Agent: Improved display for AI-generated conversation summary (Beta)

Conversation summaries generated by AI are now editable and automatically resized in the disposition popup.

Agent: Added the Virtual Agent icon next to Virtual Agent names in messages for Folder mode and Task mode. (Beta)

When viewing messages in Folder and Task mode, Virtual Agents will have the Virtual Agent icon next to their names.

Added the Virtual Agent icon next to Virtual Agent names in messages for Folder mode and Task mode

Analytics

Analytics: Added the Virtual Agent icon next to Virtual Agent names in analytics (Beta)

When viewing reports in Analytics, Virtual Agents will have the Virtual Agent icon next to their names.

Added the Virtual Agent icon next to Virtual Agent names in analytics

Analytics: Virtual Agent filters (Beta)

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

Various improvements: Added display of an alert when reaching tags limit in Instagram

Instagram comments cannot exceed 30 tags. We added a display alert if that 30-tag limit is reached.

Various improvements: Added handover feature from an agent to a Virtual Agent (Beta)

When an agent transfers a task or reassigns an intervention to a Virtual Agent, the task or intervention is force-assigned to the Virtual Agent.

VERSION 23.05.31
Release Date: May 31, 2023
  • Allowed migrated image picker questions as main question for Engage Surveys
VERSION 23.05.25
Release Date: May 25, 2023
  • Added Virtual Agent filter in "Conversations by category" report in Analytics (Beta)
  • Added Virtual Agent filter in "Messages activity" report in Analytics (Beta)
  • Added Virtual Agent filter in "Conversations activity" report in Analytics (Beta)
  • Added the Virtual Agent icon next to Virtual Agent names in messages for Folder mode and Task mode. (Beta)
VERSION 23.05.24
Release Date: May 24, 2023
  • Added handover feature from an agent to a Virtual Agent (Beta)
  • Improved the support of attachments for logos in Engage Surveys
  • Added Virtual Agent filter in "First contact resolution" report in Analytics (Beta)
  • Allowed image size attributes for rating and radiogroup questions in Engage Surveys
VERSION 23.05.22
Release Date: May 22, 2023
  • Added Virtual Agent filters in Analytics (Beta):
    • in "Messages by privacy" report
    • in "Messages by type of contribution" report
    • in "Messages by day" report
  • Added the Virtual Agent icon next to Virtual Agent names in select filters. (Beta)
VERSION 23.05.17
Release Date: May 17, 2023
  • Added Virtual Agent filters in Analytics (Beta) :
    • in "Messages by channel" report
    • in "Messages by type of participant" report
    • in "Messages per hour" report
    • in "Messages by language" report
VERSION 23.05.16
Release Date: May 16, 2023
  • Improved the display of rating labels for a single-line radiogroup question in Engage Surveys
  • Allowed customization of star rating style and color in Engage Surveys
VERSION 23.05.12
Release Date: May 12, 2023
  • Added display of case number in thread title
VERSION 23.05.10
Release Date: May 10, 2023
  • Added display of an alert when reaching tags limit in Instagram
VERSION 23.05.09
Release Date: May 9, 2023
  • Released 30 minutes frequency for automated exports (General Availability)
  • Viber: Added in_reply_to_author_id for customer messages in Messages export
VERSION 23.05.04
Release Date: May 4, 2023
  • Improved display of "replying to" in compose form

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