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.
“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
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.
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.
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.
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:
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.