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Release Notes > Engage Digital > February 2022

Release Notes

RingCentral Engage Digital | February 2022

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Digital.

VERSION 22.1.4

Release Date: February 24, 2022

What's New

These are the 22.1.4 February Release Notes. We may provide updates on features and enhancements for Engage Digital products as we get closer to the roll out date.

RingCentral may update these Release Notes to document additional resolved and known issues.

This is the 22.1.4 February Release Note.

The following features are being released as part of the 22.1.4 February Release

Agent Assist: Automated Google Agent Assist model creation
API: Exposed ‘no_password’ field in user API and exports
Engage Digital DialogFlow: Prevent message fallback to agent when an end-user message has more than 256 characters
Engage Digital: Global retention policy and Data Purge extension limited to 2 years
Agent Messages: ‘Anonymize’ or delete the content of a message

Notices

We will be rolling out new SMS pricing on March 17 2022, contact your Account Managers for details
Email: Reply Enhancements feature (capability of forwarding emails between different email channels) becomes publicly available starting from March 23 2022
Bring Your Own Survey API - Beta is starting in February, please get in contact with your Account Manager to find out more if you are interested to participate in the Beta program.

Agent Assist: Automated Google Agent Assist model creation

Previously, the process to generate the Google Agent Assist model for Smart Replies involved multiple steps. First, users needed to create the dataset, then they needed to upload the dataset to Google Cloud, next they needed to create the model (provide context), after which they had to deploy the model. To make changes, one needed to revisit each complex step sequentially.

In this release we have simplified the entire process by automating the Smart Reply model creation. The new engine will trigger each step automatically as the user enters the dataset in Engage Digital and clicks "Save" (Figure 1). It will take approximately 24 hours for the model to be ready to use. This greatly improves the customer usability and experience by eliminating the manual steps required to deploy and make changes to Agent Assist.

API: Exposed ‘no_password’ field in users API and export

Engage Digital has an API to create, update and delete users. Administrators using this API can create a user without a password who will log in using Single-Sign-On (SSO) technology. However administrators could not previously update a user with a Legacy Authentication login type to a SSO login type using this API . This conversion requires Professional Services engagement and is a tedious manual process of updating each user.

With this enhancement we have added a parameter to the update method by making a “Put call” to the API to update the User from Legacy Authentication to SSO. In addition, this field has also been added in the corresponding ‘Users’ export (Fig 1).

This change provides an additional export field and gives the customer a convenient and efficient way of making bulk updates.

Engage Digital DialogFlow: Prevent message fallback to agent when an end-user message has more than 256 characters

With this release, we have introduced a feature to prevent an end-user message fallback to an agent if it has more than 256 characters by cutting the message length down to the 256 character limit by whole words. Previously, messages with more than 256 characters were automatically diverted back to the agent.

This customer configurable feature will provide the customer with the option to choose what works best in their business flow to improve handling times.

Engage Digital: Global retention policy and Data Purge extension limited to 2 years

We recently introduced the Global Retention policy which is set for 2 years. However there is the ability to set up Data Purge extension that may overwrite the global retention policy for some entities. With this enhancement, we are closing this gap by limiting the Data Purge extension setting to 2 years maximum.

Agent Messages: ‘Anonymize’ or delete the content of a message

We have added the ability for the Agent to anonymize or delete the content of a message with a click of a button. This feature can help prevent information such as Personal Identifiable Information (PII) or other sensitive information from being displayed on screen and in logs. This feature enhances privacy.

Fig 1. Agent can ‘anonymize’ the content of a message

Fig 2. This is an example of a message that has been anonymized.

VERSION 22.1.3

Release Date: February 9, 2022

What's New

These are the 22.1.3 February Release Notes. We may provide updates on features and enhancements for Engage Digital products as we get closer to the roll out date.

RingCentral may update these Release Notes to document additional resolved and known issues.

This is the 22.1.3 February Release Note.

The following features are being released as part of the 22.1.3 February Release

Engage Messaging - Share location feature, Preserve the position of the Title Message on iOS & Display agent name and time stamp in responses
Email - Allow autocompletion for Identities controlled by Engage Digital

Engage Messaging - Share location feature

This enhancement allows the customer to share their current location or a search for and share a specific location from a map application with the agent. If the map application is open and permissions are granted, the customer simply zooms to their location and clicks on a button to share their location. Alternatively, the customer can search for a location via the search bar and simply click on ‘send’ to share the location. This feature is supported on both Android and iOS.

Fig 1 - The customer can share their location with the agent

Fig 2 - User can use the search for a location or use Map application

Engage Messaging - Preserve the position of the Title Message on iOS

This enhancement keeps the Title message visible in a chat window. Previously, the Title Message is moved out of view by new messages and the customer will need to scroll back to the beginning of the conversation to view it (Fig 1). This enhancement keeps the Title Message visible on top and provides the customer the option to dismiss it (Fig 2).

Fig 1 - The Title Message is not visible

Fig 2 - The Title Message’s position is always on top and the customer has an option to dismiss it.

Engage Messaging - Display agent name and time stamp in responses

Previously when using Quick Replies, the agent’s name was not displayed in the responses (See Fig 1) which is not consistent with how regular messages are displayed. This enhancement automatically adds the agent’s name and time stamp with the selected response (See Fig 2). The addition of the agent’s name and time stamp provides the customer with an improved user experience.

Fig 1. Before - the agent’s name is not displayed

Fig 2. After - the agent’s name is now displayed

Email - Allow autocompletion for Identities controlled by Engage Digital

We introduced the capability of forwarding emails between email channels in Engage Digital 22.1.1

This enhancement adds an efficient and convenient feature that auto completes with the email addresses which are controlled by Engage Digital when sending the email to another Engage Digital email channel. This ensures addressing accuracy and will save time for agents as they do not have to manually type the email address in To and CC fields.

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