New Features
- Agents and supervisors can now edit a client profile:
- Сlient name: allowed for all channels;
- Phone number: allowed for all channels except WhatsApp and Viber Business Messages. Phone number is the main client identifier for these channels;
- E-mail address: allowed for all channels except e-mail.
- To edit a client profile click the edit profile button:
- Agent can find it in a client profile section;
- Supervisor can use the Thread actions button on the History tab.
- Agent or supervisor can return the original client data. To do this, in the data editing modal, click Return client’s data and confirm the action.
- Agent now can get an application name for every channel in agent’s personal queue. To add these names and enable the feature, please contact our support team.
- In the mobile agent WP for devices with Android OS we implemented the web push notifications for the following events:
- A new thread was assigned;
- A new message received;
- Pinned message reminder;
- Inactivity notification;
- Agent was automatically switched to inactive status.
- We corrected the Waiting time in the queue notification display logic. If the average waiting time was calculated as 2 hours or more, then “more than 2 hours” would be shown for the variable in the notification text.
- It is now possible to record voice messages in the desktop version of the web widget. Clients can record and send voice messages, and do the following after the message is recorded but before it is sent: play the message, pause it, rewind it, cancel its sending (that is, delete the recording before sending it).
- Note that clients cannot record voice messages if there is a message in the message input field or if something is attached to it. And vice versa, if a client records a voice message, they cannot type anything in the message input field or add an attachment.
- For more details on how to enable/disable the voice message recording functionality and customize it, refer to the documentation at GitHub (webchat/enableVoiceMessages setting)