Exporting Predefined Replies

Admins and Knowledge Managers now have the ability to export predefined replies from the knowledge base into Excel or CSV files, facilitating offline analysis, audits, and integration with other systems. The export process can be filtered by folders, topic tags, and teams, allowing users to narrow the scope to the specific analysis they need.

Manual Input Fields in Predefined Replies

Predefined replies can now contain embedded placeholders accompanied by clear examples, allowing agents to easily add relevant information. This saves time and effort by reducing the need for manual editing.

Credit Card Numbers Auto Masking

To protect customer information, channel settings now offer the option to automatically mask credit card numbers. When customers enter their credit card details, the system will replace the numbers with asterisks, leaving only the last four digits visible. Non-credit card numbers will remain unchanged and fully visible.

Webhook Specific Status Change

Developers can now configure webhooks to trigger based on specific status changes, offering enhanced flexibility in event tracking. When selecting the OnNewActivity object events, users can choose to monitor all status changes or specify particular ones, ensuring that webhook calls are limited to relevant events.

Note:
Existing webhooks using the OnNewActivity trigger with the Status Change type currently respond to all status changes. However, once edited, users must select the specific statuses they want to track.
 

Time-based Automatic Masking

To protect sensitive information in customer-agent interactions, admins can enable automatic redaction. This feature eliminates the need for manual redaction by agents, thereby improving organisational security and compliance. Sensitive data can be automatically masked either when the conversation is resolved or after a specified time interval (ranging from 12 to 72 hours) from the message’s creation.

AI-Powered Handover Summaries

Agents now have the option to generate AI-based or manually written conversation summaries when routing a conversation or after a bot-customer interaction. This feature ensures a seamless transition by keeping receiving agents informed about the customer's journey, reducing frustration, and improving overall customer satisfaction.  

Note: This feature must be enabled on the receiving channel.

Continuous API Key

Admins can now configure API keys with unlimited duration, preventing unexpected downtime caused by key expiration. This feature helps organisations maintain continuous service, even if security notifications about expiring keys are missed.

While we still recommend regular key rotation and prompt updates following security incidents, this enhancement offers greater flexibility in managing API key lifecycles and minimises the risk of service disruptions due to expired credentials.