WhatsApp
Viber
SMS
Push
Release Notes
edna Pulse
Chat Center
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edna Pulse
FAQ edna Pulse
WhatsApp
Conversations
Message Templates
Channel Quality
Channel Status
Channel Daily Limit
Official Channel Status
Channel Registration
Channel Features
Provider Change
General Questions
Viber
General Questions
Quick Start
edna Pulse Features
How to Log in to Your Personal Account and Start Working with edna Pulse
How to Check Message Delivery
License and Service Payments in edna Pulse
How to Set Up Work in Your Personal edna Pulse Account
Access Rights
edna Pulse User Access Rights
Users with Standard Access Rights
Users with Limited Access Rights
Channels
WhatsApp
How to Connect a WhatsApp Channel
How Partners Can Connect a WhatsApp Channel for Customers
WhatsApp Channel Information
Viber
How to Connect a Viber Channel
SMS
Adding SMS Channels
Push
How to Connect a Push Notification Channel
How to Enable Push Notifications for Android
How to Enable Push Notifications for iOS
How to Enable Push Notifications for Huawei
Templates
General
Template Types
Template Statuses
WhatsApp
How to Create a WhatsApp Operator Template and Submit it for Registration
Adding WhatsApp Custom Templates
Using Placeholders in WhatsApp Templates
Creating Headers in WhatsApp Templates
How to Add Buttons to WhatsApp Templates
Viber
Adding Templates for Viber
SMS
Adding Templates for SMS
Cascades
Cascade Operation Principles
How to Create a Cascade
Audience
Adding Individual Clients
Uploading a List of Clients
Tag Types and Categories
Creating and Assigning Tags
Creating and Assigning Variables
Broadcasts
Broadcast List
Creating Broadcasts
Specifying Broadcast Audience
Examples of Broadcast Audience Configuration
Specifying Broadcast Content
Checking Broadcast Settings
Reviewing Broadcast Results
Analytics
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 License and Service
Auto Payment with Stripe
Payment History
How to Change Company and Payment Details
Generated Invoice Information
Payment Cycle
Account Balance
Pricing Conditions
Active Licenses and Channels
Notifications
Reviewing Notifications
Additional Information
For WhatsApp Channel
Maintaining WhatsApp Channel Quality
How to Create a Business Portfolio for a Company
How to Avoid a WhatsApp Business Account Block
How to Verify Company in Facebook Business Manager
Creating Click-to-WhatsApp Ads
Adding Click-to-WhatsApp Button to Facebook Page
Promoting WhatsApp Among Clients
WhatsApp Business API Conversations
WhatsApp Business API Conversations Categories
Deflecting IVR Calls to WhatsApp
Enabling Notifications for Missed Calls
Commerce Messages for WhatsApp
For Push Channel
How to Get a Google Service Account JSON File
Registering App in Firebase
Downloading google-services.json File from Firebase
Registering Apps in Huawei AppGallery
Retrieving Apple Push Certificate in P12 Format
Downloading agconnect-services.json File from Huawei Console
Obtaining Client ID and Client Secret Parameters in Huawei Console
How to Fill In Data Collection Statement
Android push library manual initialization
iOS Interruption Levels
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 and iOS
Managing Personal Queue
Thread Modes
Threads in Personal Queue
Thread Indicators
Navigating Threads
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
Enabling Client Profile
Modifying Client Profile
Retrieving Client's Environment Data
Sending Outgoing Messages
Searching for Clients
Using Other Features of Agent WP
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
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
How to Create and Download a Report
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 Sessions
Agent Work License Information for Supervisor
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 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
Agent Work License Information for Administrator
edna Chat Center Storage Information
Configuring Routing Settings
Segmentation
Adding Segments
Routing
Creating Routes
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
How to Enable Mandatory Tag Assignment
How to Configure Agent Numerical Values
How to Configure Agent Performance Metrics (KPIs)
Timeouts
Defining Client Chat Settings
Setting Up Channel Working Hours
Configuring Notifications about Personal Data Collection
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
Connecting Instagram Channel
Connecting Facebook Channel
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
Chats in Mobile Apps
Additional Capabilities
Card and Account Number Masking
Settings Change Log
How to Route Threads to Personal Managers
API
edna Pulse API
Introduction
General Information
Messages
Sending Messages
Message Examples
Receiving Message Statuses
Error Codes
Receiving Messages
Message Read Confirmation
Requesting 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
Registering Push Devices
logout Method
Requesting Client Data
Updating Client Data
How to Update the Recipient's Phone Number and Email
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
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
Release Notes
edna Pulse
2024
December 12, 2024
November 28, 2024
November 21, 2024
November 12, 2024
November 7, 2024
October 24, 2024
September 26, 2024
September 16, 2024
August 20, 2024
August 8, 2024
July 30, 2024
July 16, 2024
July 4, 2024
June 27, 2024
June 20, 2024
June 11, 2024
May 27 2024
May 14, 2024
April 18, 2024
April 4, 2024
March 12, 2024
February 26, 2024
January 25, 2024
January 23, 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
August 31, 2022
August 19, 2022
August 4, 2022
July 21, 2022
July 11, 2022
June 23, 2022
May 26, 2022
May 15, 2022
edna Chat Center
2024
6.20.0 (December 6, 2024)
6.19.0 (November 12, 2024)
6.18.0 (October 21, 2024)
6.17.0 (September 27, 2024)
6.16.0 (September 13, 2024)
6.15.0 (August 22, 2024)
6.14.0 (July 31, 2024)
6.13.0 (July 9, 2024)
6.12.0 (June 14, 2024)
6.11.0 (May 24, 2024)
6.10.0 (April 27, 2024)
6.9.0 (April 1, 2024)
6.8.0 (February 27, 2024)
6.7.0 (February 2, 2024)
6.6.0 (January 12, 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
6.16.1 (September 17, 2024)
6.13.5 (August 21, 2024)
6.14.1 (August 7, 2024)
6.13.4 (August 6, 2024)
6.13.3 (July 22, 2024)
6.13.2 (July 17, 2024)
6.13.1 (July 15, 2024)
6.12.1 (July 7, 2024)
6.9.1 (April 17, 2024)
6.7.2 (February 22, 2024)
6.6.1 (January 26, 2024)
5.17.1 (January 22, 2024)
2023
6.5.1 (December 11, 2023)
5.14.0 (October 27, 2023)
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)
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)
2024
16 сентября, 2024
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