WhatsApp
Viber
SMS
Push
Notify
Release Notes
edna Pulse
Chat Center
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SME API
SME API: Instant Messengers
Introduction
Sending Messages (imOutMessage)
Getting Message Status (imOutMessageId)
HSM Request (imOutHSM)
Getting List of HSM Templates (getOutMessageMatchers)
Get List of Subjects by Their Type (by-apikey)
Callback Functions
Available Status Codes
edna Chat Center
Getting Started
What is edna Chat Center
Supported Content
How to Upload Broadcast Messages from edna Pulse to edna Chat Center (WhatsApp)
How to Report Bugs
Agent Operations
Getting Started
System Requirements
Logging Into Agent WP
Starting Shift
Going Inactive
Finishing Shift
Using Mobile Version
Configuring Web Push Notifications for Mobile Version of Agent WP on Android
Managing Personal Queue
Thread Modes
Personal Queue and Thread Categories
Thread Indicators in Queue
Navigating Threads
Processing Threads
Client Messages in Threads
Assigning Tags to Threads
Closing Threads
Using Hotkeys
Using Agent Commands
Leaving Internal Comments for Threads
Working with Response Templates
Managing Pinned Messages
Transferring Threads
Blocking Clients
Tracking Agent's Inactivity
Working with Client Profile
Enabling Client Profile
Modifying Client Profile
Retrieving Client's Environment Data
Adding Black Carbon Copies (Bcc) to Emails
Sending Messages to Clients
Searching for Clients
Using Other Features of Agent WP
Reviewing Personal Statistics
Reviewing Notifications
Changing Profile Information
Bug Log
Supervisor Operations
Getting Started
System Requirements
Supervisor Role
Logging Into Supervisor WP
Setting Up Profile
Monitoring
Working with Monitoring Tab
Queue Widget
Agent Status Widget
Threads Widget
History
Using History Tab
Filtering Threads in Threads List
Reviewing Chat History
Viewing All Threads with Client
Transferring Threads
Closing Threads
Sending Messages to Clients
Editing Client Profile
Managing Agents' Ratings for KPI and Reports
Downloading Chat and Routing History
Reports
Report Configuration
Generating Reports
Workload Report
Operational Performance Report
Agent Status Log Report
Processing Performance Report
Summary Report of Incoming Threads
Messages Report
Survey Results Report
Pinned Messages Report
Feedback Report
Dashboards
Default Dashboards
Default Graphs and Tables
Users
Creating New Agent Accounts
Editing and Blocking Existing User Accounts
Settings
Configuring Agent’s Session Settings
Notifications
Approving/Declining Blocking Requests
Approving/Declining Agent’s Profile Changes
Creating Notifications
Admin Operations
Getting Started
System Requirements
Admin Role
Logging Into Admin WP
Configuring Password Policy
Configuring Routing Settings
Segmentation
Adding Segments
Routing
Creating Routes
Configuring Agent Workplace
Defining Session Settings for Agents
Managing Response Templates
Adding Response Templates to Directory
Working with Existing Response Templates
Managing Tags
Creating Tags
Selecting Tags for Departments/Skills
Editing Existing Tag Structure
Enabling Mandatory Tag Assignment for Agents
Setting Up Numerical Values
Working with Timeouts (Time Intervals)
Managing Timeouts
Defining Client Chat Settings
Setting Up Channel Working Hours
Working with Client Notifications
Adding Default Client Notifications
Adding Special Client Notifications for Segments
Working with Service Scenarios
Configuring Chat Invitation Scenario
Managing Integrations
Creating Agent Commands
Connecting Chatbots
Managing Email Settings
Managing JIRA Settings
Managing User Accounts
Creating New User Accounts
Editing and Blocking User Accounts
Chatbots
Using Chatbots
Bot Connect
Information edna Chat Center Passes to Chatbot
Chatbot Capabilities
Quick Reply Buttons
Other Chatbot Features
How to Connect Chatbots
How to Check Chatbot Operation
SDK Capabilities: Web Widget and Chat in App
Web Widgets
Chats in Mobile Apps
Additional Capabilities
How to Route Threads to Personal Managers
Other Capabilities
API
edna Pulse API
Introduction
General Information
Messages
Sending Messages
Examples of Messages for API
Errors When Sending Messages
Retrieving Message Statuses
Receiving Messages
Sending message read confirmation
Retrieving Events That Trigger Automatic Broadcasts
Retrieving client's message history
Channels
Receiving List of Channels
Cascades
Retrieving Details of Cascades
Cascade verification errors
Templates
Creating Operator Templates
Receiving Template Registration Status
Retrieving List of Templates
Audience
Creating Clients
Requesting Client Data
Updating Client Data
Removing Clients
Receiving List of Tags
Callbacks
Setting Up Callback URLs
edna Chat Center API
Authorization
Login Request
Configuring Token Lifetime in edna Chat Center
Agents
Create Agents
Update Agents
Get Agent's Status
Set Agent's Status
Get Agent's Skills
Log Out Agents
Ping System
Get Agents by Status
Get Agent's Sound Notification Setting
Turn on Agent's Sound Notifications
Supervisors
Create Supervisors
Update Supervisors
Users
Block or Unblock Users
Clients
Get Client Profile by External ID
Update Client Profile by External ID
Replace External Client ID
Update Client Profile by Internal Client ID in edna Chat Center
Get Short Client Info by Phone Numbers or External Client IDs
Get Client Profile by Internal ID
Block Clients
Threads
Update Settings
Get Thread Details
Get Open Threads
Get Threads by Status and Agent Logins
Get Filtered Threads
Assign Threads to Agents
Transfer Threads
Resolve Threads
Close Threads
Close Threads with Comments
Get Average Handling Time (AHT) for Threads Within Provided Period
Unassign Threads
Bulk Close Threads
Quality
Settings
Create Quality Survey
Update Quality Survey
Send Survey
Messages
Send Outgoing Messages
Send Messages to Existing Clients
Send Email to Client's Email Address
Send Messages to Specific Devices
Send Messages from Agents to Existing Clients in edna Chat Center
Send Messages from Agents to Existing Clients in edna Chat Center in the Routing Queue
Commands
Send Template
Routing
Queued Threads
Inactivity Reasons
Add Inactivity Reasons
Update Inactivity Reasons
Get List of Inactivity Reasons
Distribution Threads
Create New Distribution Thread
Get Distribution Threads
edna Chat Center API for Bot Connect
Introduction
Bot Connect API Description
Quick Start
Init Chat Webhook
Message Webhook
Hints Webhook
Customize ClientData in Webhook Content
Greet
Post Answers
Hints
Chat History
Close Threads by Bot
Close Threads by Bot with Comment
Create New Distribution Threads
Stub
StubGreet
Additional Channel Info
Instagram
Viber
SMS
WhatsApp
Verifying Your Business in Facebook Business Manager (FBM)
Moving from HSM to Conversation-Based Pricing
Commerce Messages for WhatsApp
Creating Click-to-WhatsApp Ads
Adding Click-to-WhatsApp Button to Facebook Page
Keeping High Account Quality Rating
Deflecting IVR Calls to WhatsApp
Enabling Notifications for Missed Calls
Promoting WhatsApp Among Clients
Push
Retrieving Apple Push Certificate in P12 Format
iOS Interruption Levels
Android push library manual initialization
Registering App in Firebase
Obtaining Sender ID and API Key in Firebase
Downloading google-services.json File from Firebase
Registering Apps in Huawei AppGallery
Obtaining Client ID and Client Secret Parameters in Huawei Console
Downloading agconnect-services.json File from Huawei Console
How to Fill In Data Collection Statement
Possible Errors in Library Integration
Release Notes
edna Pulse
Version 2.16.0 (August 24, 2023)
Version 2.15.3 (August 22, 2023)
Version 2.15.2 (August 21, 2023)
Version 2.15.0 (August 15, 2023)
Version 2.14.4 (August 9, 2023)
Version 2.14.3 (August 7, 2023)
Version 2.14.2 (August 3, 2023)
Version 2.14.1 (August 2, 2023)
Version 2.14.0 (July 31, 2023)
Version 2.13.3 (July 27, 2023)
Version 2.13.0 (July 18, 2023)
Version 2.12.1 (July 4, 2023)
Version 2.11.0 (June 14, 2023)
Version 2.10.1 (May 30, 2023)
Version 2.9.2 (May 23, 2023)
Version 2.6 (March 29, 2023)
Version 2.3.3 (March 6, 2023)
Version 2.3.1 (February 16, 2023)
Version 2.2 (February 7, 2023)
Version 1.8 (August 31, 2022)
Version 1.7 (August 19, 2022)
Version 1.6 (August 4, 2022)
Version 1.5 (July 21, 2021)
Version 1.4 (July 11, 2022)
Version 1.3 (June 23, 2022)
Version 1.2 (May 26, 2022)
Version 1.1 (May 15, 2022)
edna Chat Center
Current Versions
5.11.0 (June 9, 2023)
5.10.0 (May 29, 2023)
5.5.0 (February 9, 2023)
5.4.0 (January 25, 2023)
5.3.0 (December 30, 2022)
5.2.0 (December 22, 2022)
5.1.0 (December 7, 2022)
5.0.0 (November 23, 2022)
4.16.0 (October 19, 2022)
4.15.0 (October 4, 2022)
4.14.0 (September 20, 2022)
4.13.0 (September 14, 2022)
4.12.0 (August 24, 2022)
4.11.0 (August 11, 2022)
Hotfixes
5.11.7 (September 7, 2023)
5.11.5 (August 17, 2023)
5.11.4 (July 28, 2023)
5.11.3 (July 21, 2023)
5.11.2 (June 27, 2023)
5.11.1 (June 15, 2023)
5.10.3 (June 07, 2023)
5.10.1 (June 01, 2023)
5.9.3 (May 26, 2023)
5.9.2 (May 19, 2023)
5.1.1 (December 14, 2022)
4.16.5 (November 23, 2022)
4.16.2 (November 1, 2022)
4.16.4 (November 10, 2022)
4.16.1 (October 27, 2022)
4.13.2 (November 7, 2022)
4.12.1 (August 24, 2022)
4.11.3 (August 24, 2022)
4.11.2 (August 19, 2022)
4.11.1 (August 18, 2022)
4.10.3 (August 29, 2022)
4.10.2 (August 19, 2022)
4.8.1 (July 05, 2022)
4.7.5 (June 23, 2022)
4.5.1 (May 25, 2022)
Past Releases
4.10.0 (July 28, 2022)
4.9.0 (July 12, 2022)
4.8.0 (June 28, 2022)
4.7.0 (June 15, 2022)
4.6.2 (June 8, 2022)
4.6.0 (June 1, 2022)
4.5.0 (May 18, 2022)
4.4.0 (April 28, 2022)
4.3.0 (April 13, 2022)
4.2.0 (March 30, 2022)
4.1.3 (March 16, 2022)
edna Pulse
Getting Started
Getting Started with edna Pulse
Channels
Adding SMS Channels
Adding WhatsApp Channels
Adding Viber Channels
Adding Push Channels
Enabling iOS Push Notifications
Enabling Android Push Notifications
Enabling Huawei Push Notifications for Registered Apps
Templates
Template Types
Adding WhatsApp Templates
Adding Templates for Viber
Adding Templates for SMS
Cascades
Creating Cascades
Audience
Adding Individual Clients
Uploading a List of Clients
Tag Types and Categories
Creating and Assigning Tags
Creating and Assigning Variables
Broadcasts
Managing Broadcasts
Creating Broadcasts
Specifying Broadcast Audience
Examples of Broadcast Audience Configuration
Specifying Broadcast Content
Checking Broadcast Settings
Reviewing Broadcast Results
Analytics
Reviewing Message Analytics
Reviewing Summary Report
Integration
Managing Integrations
Testing WhatsApp Channel API
Specifying Settings for API
Jivo Module
Profile
Managing Your Profile
Company Profile
How to Pay for Licenses and Services
Payment History
How to Change Company and Payment Details
Information about Generated Invoices
Payment Cycle
Account Balance
Pricing Conditions
Active Licenses and Channels
Notifications
Reviewing Notifications
Migration to edna Pulse
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Release Notes
edna Chat Center
Hotfixes
4.13.2 (November 7, 2022)
4.13.2 (November 7, 2022)
22 November 2022
We have fixed the behavior that allowed supervisors to manage user account even though the
Allow to manage agent and supervisor accounts
setting was disabled for them.
//=__('Send Feedback','edna')?>
4.16.1 (October 27, 2022)
Next Article
4.12.1 (August 24, 2022)
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