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.
4.13.2 (November 7, 2022)
22 November 2022
- Hotfixes
- SME API
-
edna Chat Center
- Getting Started
-
Agent Operations
- Getting Started
- Managing Personal Queue
-
Processing Threads
- Client Messages in Threads
- Editing and Deleting Messages
- 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
- Adding Black Carbon Copies (Bcc) to Emails
- Blocking Clients
- Tracking Agent's Inactivity
- Working with Client Profile
- Using Other Features of Agent WP
-
Supervisor Operations
- Getting Started
- Monitoring
-
History
- Using History Tab
- Deleting Messages in Threads
- 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
- Dashboards
- Users
- Settings
- Notifications
-
Admin Operations
-
Configuring Web Widget
- Web Widget Features
- How to Create and Connect a Web Widget
- How to Configure Web Widget Settings
- How to Customize the Web Widget Design
- How to Configure Web Push Notifications
- Settings.json Editor Features
- How to Create a New Web Widget and Transfer Outdated Web Widget Settings
- How to Install a Web Widget on a Website
- Information
- Getting Started
- Configuring Routing Settings
-
Configuring Agent Workplace
- Configuring Agent Sessions
- 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
- Timeouts
- Defining Client Chat Settings
- Working with Service Scenarios
- Managing Integrations
- Managing User Accounts
-
Configuring Web Widget
- Chatbots
- SDK Capabilities
- Additional Capabilities
-
API
-
edna Pulse API
- Introduction
- Messages
- Channels
- Cascades
- Templates
- Audience
- Callbacks
-
edna Chat Center API
- Authorization
- Agents
- Supervisors
- Users
- 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
- Messages
- Commands
- Routing
- Inactivity Reasons
- Distribution Threads
-
edna Chat Center API for Bot Connect
- Introduction
- Bot Connect API Description
- Quick Start
- Init Chat Webhook
- Message Webhook
- Hints Webhook
- Client Сontact Provided 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
- Creating New Client
- Stub
- StubGreet
-
edna Pulse API
-
Additional Channel Info
-
WhatsApp
- Maintaining WhatsApp Channel Quality
- How to Verify WhatsApp Account in Facebook Business Manager
- Moving from HSM to Conversation-Based Pricing
- Commerce Messages for WhatsApp
- Creating Click-to-WhatsApp Ads
- Adding Click-to-WhatsApp Button to Facebook Page
- Deflecting IVR Calls to WhatsApp
- Enabling Notifications for Missed Calls
- Promoting WhatsApp Among Clients
- New WhatsApp Conversations Categories
-
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
-
WhatsApp
-
Release Notes
-
edna Pulse
- 2024
-
2023
- December 25, 2023
- December 14, 2023
- December 7, 2023
- November 30, 2023
- November 27, 2023
- November 16, 2023
- November 9, 2023
- November 2, 2023
- October 30, 2023
- October 3, 2023
- August 24, 2023
- August 22, 2023
- August 21, 2023
- August 15, 2023
- August 9, 2023
- August 7, 2023
- August 3, 2023
- August 2, 2023
- July 31, 2023
- July 27, 2023
- July 18, 2023
- July 4, 2023
- June 14, 2023
- May 30, 2023
- May 23, 2023
- March 29, 2023
- March 6, 2023
- February 16, 2023
- February 7, 2023
- 2022
-
edna Chat Center
- 2024
-
2023
- 6.5.2 (December 15, 2023)
- 5.16.0 (December 13, 2023)
- 6.5.0 (November 30, 2023)
- 5.15.0 (November 13, 2023)
- 6.4.0 (November 1, 2023)
- 6.3.1 (October 25, 2023)
- 6.2.0 (October 6, 2023)
- 5.12.0 (September 20, 2023)
- 5.11.0 (June 9, 2023)
- 5.10.0 (May 29, 2023)
- 5.5.0 (February 9, 2023)
- 5.4.0 (January 25, 2023)
-
2022
- 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)
- 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)
-
Hotfixes
- 2024
- 2023
-
2022
- 5.1.1 (December 14, 2022)
- 4.16.5 (November 23, 2022)
- 4.16.4 (November 10, 2022)
- 4.13.2 (November 7, 2022)
- 4.16.2 (November 1, 2022)
- 4.16.1 (October 27, 2022)
- 4.10.3 (August 29, 2022)
- 4.12.1 (August 24, 2022)
- 4.11.3 (August 24, 2022)
- 4.11.2 (August 19, 2022)
- 4.10.2 (August 19, 2022)
- 4.11.1 (August 18, 2022)
- 4.8.1 (July 05, 2022)
- 4.7.5 (June 23, 2022)
- 4.5.1 (May 25, 2022)
-
edna Pulse
-
edna Pulse
- FAQ edna Pulse
- Getting Started
- Channels
-
Templates
- Viber
- General
- SMS
- Cascades
- Audience
- Broadcasts
- Analytics
- Integration
- Profile
- Company Profile
- Notifications