New Right Panel

Statuses are now based on User State Management. So if the user is logged in but is offline in the USM, they will appear there as offline. We also support showing other user states (N/A) and showing the name of the status.

Assigned in teams inbox is now aligned with the current inbox logic and therefore fixes some bugs related to that.

Workflow Automation Enhancements

WFA now supports Message- and Customer-based schedulers

So far we have been supporting schedulers only based on Cases data, now you can schedule events based on the message and Customer data.

With this new improvement you can for instance easily automate your data retention policies, where you can erase the content of messages or customer names in the repetitive matter.

For that use case you can use new conditions (e.g. “message created date and time” or “Customer modified date and time”) in combination with new jobs: remove Content, remove Customer names.

Send Email Notification job

We are replacing the old email notifications with a new job in WFA which can be used for all triggers. This greatly increases the flexibility of when an email notification can be sent, and to whom. Send the notification to multiple addresses, regardless of if they are a user in Brand Embassy.

Still learning about Workflow Automation? Check out our support pages or ask your account manager for more information. The possibilities are endless!

NOTE: Will be available in upcoming weeks. Reach out to your Account Manager for more information.

Sound Notification

In Profile settings, users can activate sound notification for new incoming messages into opened tabs.