LinkedIn Connector GA
As our LinkedIn Connector Beta is coming to a close, please don't hesitate to contact your account manager for your last opportunity to participate in the BETA or to enquire about the General Availability (GA) Release.
In February and March we are rolling out our new and improved Agent Supervision with improved UI, new sorting options and a status filter (global & channel group)
Send message shortcut - General availability
Engage Communities Renewal
Survey provider change
Contact your account manager if you want to be a part of any beta program.
Engage Surveys: Added a button to duplicate survey forms for Engage Surveys
Users can now duplicate or copy forms in Engage Surveys.
Engage Surveys: Enforce one response per intervention for Engage Surveys
Survey respondents can now only answer the survey once per intervention. If the survey has been completed and the respondent tries the survey link again, they will see a thank you for completing the survey message.
Admin: Improved display for rules engine events in the audit log
When viewing an audit log, rules will display the rule name and the rule ID. Rule ID is now a link that will direct the user to the rule edit page.
Admin: Added username columns for content thread export
Added a username column to the exported file for the Threads export.
Admin: Added Category selection strategy for SLA Indicator
In the Channels settings, you can select the filtering strategy and the categories to filter for the SLA indicator.
Agent: Improved display of WhatsApp quoted replies
When a customer quotes a message in WhatsApp, the sender’s name is now included in the quoted message.
Agent: Introduced My settings menu for keyboard shortcuts
We changed the Keyboard shortcuts menu to the My settings menu.
Agent Supervision V2: Added ellipsis and tooltip for longer names for Agent Supervision
We improved the display for longer agent names by increasing the column width and hiding a part of some really long names by an ellipsis. You will be able to mouse over the name to display the tooltip with the full name.
Case management: Cases will be generated when a conversation thread is started (beta)
We’re introducing Case management (support ticket system) that automatically generates a case and a case number for conversation threads.
Various improvements: Added support for custom alert notifications in case of problems
You can opt-in to an alert notification feature that informs you about errors such as channel certificate expiration or business holidays expiration.
Various improvements: Improved design, color, and timer for SLA Indicator
We improved the design for the SLA indicator design for both Routing and Inbox modes.