October 2024 Release Notes

New Feature

Support for WhatsApp referral messages

Agents can see when a conversation is a WhatsApp referral— a conversation initiated by the customer clicking on the WhatsApp link in a Facebook ad. A snippet of the post appears above the customer's comment for a better understanding of the context of the conversation. The agents can also copy the URL of the customer referral source by clicking on the three-dot menu when hovering next to the customer’s message.

View of the source: 

Facebook Error Messages for Enhanced Security

The platform continuously verifies credentials' validity for greater security and privacy protection. When communication from the platform to a Facebook account is disrupted due to a password or permissions change, access is immediately interrupted (‘expired’). Additionally, the user who opened the channel is notified via a banner and email, prompting them to verify via login to the Facebook account with the necessary permissions or credentials.

Enhanced Zendesk Ticket Creation

Agents who open tickets in Zendesk can now select only the relevant information to include in a ticket. This allows agents to better organise the customer’s information and avoid repetitive or irrelevant content. Click the 3-dot menu at the top of the inbox and select Create Ticket in
Zendesk. Then click ** Attach files from conversation**, select the files you want to include in the ticket, click Add, and then click Create Ticket. To open the ticket in Zendesk, click the 3-dot menu again at the top of the open conversation and select Go to the Zendesk ticket.

Advanced Search in Flow Builder

New search capabilities enable users to filter results by the step’s type, the specific content area (step name, button text, etc.), by the flow’s property, or as combinations of the above. The relevant steps are then highlighted to show all results.

Enhancements

Branding for Chat

Boost brand awareness and ensure a consistent look across your chat’s digital
components with: 

• Additional font options were added in the Design section to help match
  your brand
• Add your company logo in the Header section
• Insert an external link in the Welcome section to redirect users to your
  website or related URLs

New Flow Builder Steps

We have improved the steps in Flow Builder to streamline functionalities and
enhance the user experience:

• The "Knowledge Base" step has been incorporated into the "Say" step,
  centralizing all types of messages (static or knowledge base) into one
  step.
• The "Forward to Channel" step is now called “Change Channel,” which is
  available in all steps as one of the properties.
• A new Forward to Agent step transfers to the agent who was previously
  part of the Change Channel step

Please note: Once a user with editing permissions opens the flow, the migration to the
new version of Flow Builder is performed automatically. An update message advises the user of specific changes the system made.

Advanced Customisation in Ask Step

When adding a question in the Ask/Input step, the drop-down (selecting one option) and the multi-select (for selecting more than one option) fields now have three listing formats.

Manual List

The list enables the customer to select from the displayed labels, and the assigned value is stored in the designated data field. For example, the customer selects the Month’s name, and the numeric value is entered in the field.

Dynamic List

Data containing different fields is pulled (via an API), and the customer can see the selected list of labels. The related value of the selected label is stored in the designated data field. For example, a data array contains the First name and Unique IDs of many individuals. The customer selects a person's name, and that person’s unique ID is entered into the field data.user_answer.

Code List

Code containing the data array is entered here to select the desired value that will be stored in the field.