WhatsApp
Viber
SMS
Push
Notify
Release Notes
edna Pulse
Chat Center
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BY
KZ
Hotfixes
Версия 6.7.2 (22.02.2024)
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
Message Processing Statuses
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
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
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 Outgoing Messages
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
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
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 Sessions
Agent Work License Information for Supervisor
Notifications
Approving/Declining Blocking Requests
Approving/Declining Agent’s Profile Changes
Creating Notifications
Admin Operations
Information
Agent Work License Information for Administrator
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
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
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
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
Дополнительно о каналах
Additional Channel Info
WhatsApp
Maintaining WhatsApp Channel Quality
Verification 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
Release Notes
edna Pulse
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
6.8.0 (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
6.7.2 (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)
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
Viber
Adding Templates for Viber
WhatsApp
Adding WhatsApp Operator Templates
Adding WhatsApp Custom Templates
Using Placeholders in WhatsApp Templates
Creating Headers in WhatsApp Templates
Adding Buttons in WhatsApp Templates
WhatsApp Template Statuses
General
Template Types
SMS
Adding Templates for SMS
Cascades
Cascade Operation Principles
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
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
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SME API
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