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RingCentral Engage Digital | July 2023
2023.07.12, 2023.07.11, 2023.07.10, 2023.07.07, 2023.07.06, 2023.07.05, 2023.07.04,
2023.07.03
RingCentral may update these Release Notes to document additional issues.
- Admin
- Engage Digital Surveys Expiry delay
- Richlink webview for Engage Surveys in Facebook Messenger
- Facebook recommendations (Beta)
- Virtual Agents triggers
- WhatsApp credit
- Agent
- Alphanumeric cases for Case Management (Beta)
- Conversation comments
- Supervisor
- Dark mode
- Analytics
- Improved time and date display for US English
- Improved Closed conversations/hours and Replies/hours dashboard features
- API
- Added SMTP headers for API calls
- Added the ability to retrieve a search folder query to the existing folders API
- Improved the display of agents’ statuses
- Various improvements
- Added a read-only option for custom fields
- Deleted roles, teams, and users are automatically removed from notification settings
- Renamed the survey_type value to engage_surveys in the Customer satisfaction export
Admin
Engage Digital Surveys Expiry delay
We’ve added the ability to set a Survey link expiration delay for Engage Digital Surveys. Once the expiration delay passes, respondents will see a message that the survey is no longer open.
Richlink webview for Engage Surveys in Facebook Messenger
We’ve extended the survey richlink webview feature to Facebook Messenger. If you turn this on, your clients can respond to the survey directly in their Facebook messenger window.
Facebook recommendations (Beta)
We’ve added support for Facebook recommendations. Agents can now engage with Facebook users who have left recommendations for your business (if enabled for your Facebook page). You can turn on this option in your Engage Digital Facebook channel settings.
This feature is currently in Beta testing. Contact your account manager if you want to be a part of any beta program.
Virtual Agents triggers
We’ve added Start of conversation and Middle of conversation triggers for virtual agents. You can now use one or both triggers for a single agent.
Admins can access this feature in Admin > AI tools > Virtual agents > Configuration > Virtual agent trigger dropdown.
WhatsApp credit
WhatsApp credit now displays in Admin settings. You can track your remaining credits, monthly costs, and Free-Tier conversations within Engage Digital.
Admins can access this feature in Admin > Settings > Account settings > WhatsApp configuration.
Agent
Alphanumeric cases for Case Management (Beta)
Case Management (Beta) now supports alphanumeric cases. You can configure this in Admin > Settings > Account settings > Case management > Case number format dropdown.
Conversation comments
We’ve allowed the display of the comment icon after conversations have been closed.
Supervisor
Dark mode
Supervision mode now supports dark mode (Beta). This update affects:
- The Agents page
- Channel groups
- The ability to observe agents’ screens
Analytics
Improved time and date display for US English
For US English, we’ve improved the readability of the time display, changing it from a 24-hour format to a 12-hour (AM/PM) format.
Improved Closed conversations/hours and Replies/hours dashboard features
The Closed conversations/hours and Replies/hours features in the Analytics dashboard now exclude virtual agents from agent presence.
API
- For the GET contents endpoint, we’ve added SMTP headers for API calls.
- We’ve added the ability to retrieve a search folder query to the existing folders API.
- We’ve improved the display of agents’ statuses, updated via API calls for Agent Supervision.
Various improvements
- We’ve added a read-only option for custom fields. Custom fields are now editable only in the API. Agents can no longer edit them in the UI.
- Deleted roles, teams, and users are automatically removed from notification settings.
- We’ve renamed the survey_type value to engage_surveys in the Customer satisfaction export.
- Renamed "survey_type" value to "engage_surveys" in Customer satisfaction export
- Added option to set expiration time limit after initial sending for Engage Surveys
- Added support for richlink webview for Engage Surveys in Facebook Messenger
- Added read-only option to make custom fields editable through API only and uneditable by agent in UI
- Improved "Closed conversations/hours" and "Replies/hours" in Analytics dashboard to exclude virtual agents from agent presence.
- Allowed display of the comment icon after conversation closed
- Added automatic removal of deleted roles, teams or users in notification settings
- Allowed both start conversation and middle conversation triggers for the same virtual agent
- Added dark mode support for supervision mode (Beta)
- Added alphanumeric cases for Case Management (Beta)
- Added dark mode support for channel groups in supervision mode (Beta)
- Improved time and date display in Analytics for english-US language
- Added Facebook Recommendations (Beta)
- Added SMTP headers for API calls with "GET contents" endpoint
- Added search folders feature to existing folders API
- Allowed display of WhatsApp credit in admin settings
- Improved display of virtual agents tasks in agent supervision
- Added dark mode support when watching agent's screen in supervision mode (Beta)
- Improved display of agents status in Supervision when updated using API call
- Added dark mode support for agent list in supervision mode (Beta)