Starting from June 1, 2025, we will stop updating the edna Chat Center documentation on this resource. Look for all relevant information and updates starting from version 6.28 in our new knowledge base!
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edna Pulse
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FAQ edna Pulse
- Quick Start
- Access Rights
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Channels
- Viber
- SMS
- Push
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Templates
- General
- Viber
- SMS
- Cascades
- Audience
- Broadcasts
- Scripts
- Analytics
- Integration
- Profile
- Company Profile
- Event Log
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Additional Information
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For WhatsApp Channel
- Maintaining WhatsApp Channel Quality
- Using WhatsApp Flows
- How to Create a Business Portfolio for a Company
- How to Avoid a WhatsApp Business Account Block
- How to Verify Company in Meta
- 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
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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
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For WhatsApp Channel
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FAQ edna Pulse
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edna Chat Center
- Getting Started
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Agent Operations
- Getting Started
- Managing Personal Queue
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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
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Supervisor Operations
- Getting Started
- Monitoring (new interface)
- Monitoring (old interface)
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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
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Admin Operations
- Getting Started
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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
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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
- Working with Service Scenarios
- Managing Integrations
- Managing User Accounts
- Chatbots
- SDK Capabilities
- Additional Capabilities
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API
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edna Pulse API
- Introduction
- Messages
- Channels
- Cascades
- Templates
- Audience
- Callbacks
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edna Chat Center API
- Authorization
- Agents
- Supervisors
- Users
- Clients
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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
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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
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edna Pulse API
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Release Notes
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edna Pulse
- 2025
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2024
- December 19, 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
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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
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edna Chat Center
- 2025
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2024
- 6.21.0 (December 28, 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)
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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)
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Hotfixes
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2024
- 6.20.1 (December 10, 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
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2024
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edna Pulse
- 2024