Updates
Added information about the template for all channels to the uploaded report in the Analytics → Messages section:
- template ID;
- template name;
- template category.
December 7, 2023
8 January 2024
-
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
- Getting Started
-
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- How to Create a New Web Widget and Transfer Outdated Web Widget Settings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
- 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
- How to Configure Agent Numerical Values
- Timeouts
- Defining Client Chat Settings
- Working with Service Scenarios
- Managing Integrations
- Managing User Accounts
- 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
-
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
- 2024
-
edna Pulse
-
FAQ edna Pulse
- Quick Start
-
Channels
- Viber
- SMS
- Push
-
Templates
- General
- Viber
- SMS
- Cascades
- Audience
- Broadcasts
- Analytics
- Integration
- Profile
- Company Profile
- 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
- Moving from HSM to Conversation-Based Pricing
- New WhatsApp 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
-
For WhatsApp Channel
-
FAQ edna Pulse