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Release Notes > Engage Digital > September 2023
Release Notes

RingCentral Engage Digital | September 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.
For versions 2023.09.28, 2023.09.27, 2023.09.26, 2023.09.25, 2023.09.22, 2023.09.21, 2023.09.20, 2023.09.19, 2023.09.18, 2023.09.15, 2023.09.14, 2023.09.13, 2023.09.11, 2023.09.04, 2023.09.01

Notices

X/Twitter API migration for search channels

We migrated the APIs for X/Twitter search channels to version 2.0. Any new X/Twitter search source must have the “Use Twitter API v2” box checked for the source to work correctly.

Admin

“Delete for everyone" feature in Engage Messaging

We’ve added a channel option to allow users of Engage Messaging to delete messages posted less than 72 hours ago.

Partial completion status for Engage Surveys
“Delete for everyone" feature in Engage Messaging

Partial completion status for Engage Surveys

We’ve added a new partial status for Engage Surveys that were started but haven’t been completed yet.

This feature is activated in Engage Surveys forms in Survey settings > Data section.

Partial completion status for Engage Surveys

Translation tab is now set to "All strings" by default in Engage Surveys forms

This allows you to see the entire list of translatable survey texts and labels.

Translation tab is now set to "All strings" by default in Engage Surveys forms

Approval threshold for agent conversations in Admin (Beta)

We’ve added the ability to set an approval threshold for an agent’s conversation with a customer. The designated percentage of messages will go to the supervisor for approval.

Approval threshold for agent conversations in Admin (Beta)

Option to remove 15-day limitation on interaction rerouting (Beta)

We’ve added the option to disable the 15-day limitation on rerouting interactions in the Messages configuration menu. If you check “Disable interactions reroute time limit”, all tasks will reroute even if they were created less than 15 days ago.

Support for Engage Survey richlink webview in Channel SDK

We’ve added the option to send Engage Surveys richlinks through SDK channels. A richlink webview allows the survey to be open inside the custom messaging channel instead of asking the user to click and navigate to another browser tab.

Support of business hours for SLA indicators (Beta)

We’ve added an option in Account settings to enable support of business hours for SLA Indicators. When this option is turned on, the SLA indicators will count only the time inside your business hours before reaching or breaching the SLA.

Auto-suggestion options for the “Order" keyword in Inbox search bar.

When entering the “Order” keyword in the Inbox view search bar, the following options will display as auto-suggestions:

  • Created at (ascending)
  • Created at (descending)
  • Last message (ascending)
  • Last message (descending)

Analytics

Improved "Average first response time" statistic for virtual agent to human agent handover 

We’ve added the option to view the “Average first response time” statistic for handovers from a virtual agent to a human agent in Analytics. Data is displayed by the time difference (in minutes) between the human agent’s first message to the customer and the last customer message sent to the virtual agent that triggered the handover.

Improved "Average first response time" statistic for first agent conversation handover

You can view the “Average first response time” (in minutes) for the initial agent that responded to the inquiry instead of the agent who intervened and took over the conversation.

Improved "Average response time" segments statistic

We improved the “Average response time” metric to reflect the segment’s average response time instead of the conversation.

API

  • We’ve added the bypass_approval parameter to skip approval checks when sending messages via API.

Other improvements

  • Improved WhatsApp synchronizer notifications when there are conversation costs.
  • Improved WhatsApp credit checking to consider the free tier conversations balance.
  • Added a survey title display in mobile notifications for richlink webviews in Engage Surveys.
  • Improved starting a conversation in SDK channels.
  • Added approval request events to the audit log.
  • Improved the column header design to display over several lines in Engage Admin.
  • Added English (UK) support in Engage Digital and Engage Messaging.
  • Added support for Italian in Engage Digital.
  • Improved synchronization with Instagram to prevent duplicate imports.
  • Improved "Dispatch on weighted categories" action for the Rules engine when multiple rules need to trigger sequentially.
  • Replaced the URL with the survey title in the richlink webview on Android for Engage Surveys.
  • Allowed synchronization of mentions in (X) X/TwitterAPI version 2.0.
  • Improved the error message for direct messages that fail to send in (X) X/Twitter due to unverified accounts.
  • Improved language detection for French words by increasing the character count.
  • Added support for richlinks to DialogFlow CX Virtual Agents.
  • Added a display of position/time in a queue for Virtual Agents in Engage Messaging web live chat.
VERSION 2023.09.28 
Release Date: September 28, 2023
  • Added account settings to start using API v2 endpoints for X (Twitter) - Beta
VERSION 2023.09.27
Release Date: September 27, 2023
  • Improved "Average first response time" statistic for conversation handover from virtual agent to human agent
  • Improved "Average first response time" statistic assignement to first agent segment for conversation handover
  • Improved "Average response time" statistic assignement to first agent segment for conversation handover
  • Improved message category tooltip display with 150% Windows scale
  • Improved WhatsApp synchronizer notifications when there are conversation costs
VERSION 2023.09.26
Release Date: September 26, 2023
  • Improved WhatsApp credit checking to take into account the free tier conversations balance
  • Added "delete for everyone" feature to allow end-users to delete their own messages in Engage Messaging
  • Added option to enable "delete for everyone" feature for Engage Messaging in Admin
VERSION 2023.09.25
Release Date: September 25, 2023
  • Added survey title display in mobile notifications when using the richlink webview for Engage Surveys
  • Improved initiating a conversation for SDK channels
VERSION 2023.09.22
Release Date: September 22, 2023
  • Added approval requested event to the Audit log
  • Added bypass_approval parameter to skip approval checks when sending via API
  • Improved column header design to allow display over several lines in Admin
  • Added support of English UK language for Engage Messaging
VERSION 2023.09.21
Release Date: September 21, 2023
  • Improved synchronization for Instagram to avoid importing duplicates
VERSION 2023.09.20
Release Date: September 20, 2023
  • Improved "Dispatch on weighted categories" action for Rules engine when multiple rules need to trigger sequentially
  • Replaced URL by survey title in richlink webview on Android for Engage Surveys
VERSION 2023.09.19
Release Date: September 19, 2023
  • Allowed synchronization of received mentions with Twitter API v2
  • Improved error message when failing to send X (Twitter) DM for not verified accounts
VERSION 2023.09.18
Release Date: September 18, 2023
  • Improved language detection for words in French by increasing the number of characters
VERSION 2023.09.15
Release Date: September 15, 2023
  • Added partial completion feature for Engage Surveys
  • Set Translation Tab to "All strings" by default in Engage Surveys forms
  • Added approval threshold to agent permissions in Admin (beta)
  • Migrated to Twitter API v2 for Twitter Search channels
VERSION 2023.09.14
Release Date: September 14, 2023
  • Added option to remove the 15 days limitation on interaction rerouting (Beta)
VERSION 2023.09.13
Release Date: September 13, 2023
  • Added auto-suggested options when using "Order" keyword in Inbox view search bar
VERSION 2023.09.11
Release Date: September 11, 2023
  • Added support of richlinks for DialogFlow CX Virtual Agents
VERSION 2023.09.04
Release Date: September 4, 2023
  • Added support of Engage Survey richlinks for Channel SDK
VERSION 2023.09.01
Release Date: September 1, 2023
  • Added optional support of Business Hours for SLA indicators (Beta)
  • Added display of position/time in queue for Virtual Agents in Engage Messaging web livechat

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