January Release Notes

Workflow Automation 

Folders 

Organize your Triggers and Schedulers into folders for ease-of-use. You will also be able to see how many items are in each folder. 

New Auto-Tagging Job (UPCOMING) 

This new job will enhance auto-tagging by allowing more options in addition to keywords and allow you to specify if you’d like to search for the keywords in the email subject or within text-based plugins. 

API Enhancements (UPCOMING) 

New, easy APIs that will allow you to bring your own channel into Brand Embassy – perfect for adding your own forum or blog. 

Agent Inbox - Switching between Tabs (UPCOMING) 

Switching between tabs will become faster, allowing for agents to move between conversations without losing time. 

Case and Messages Search (UPCOMING) 

New UI components will allow for easier filtering in Channels and Routing queues. This will also help improve the speed of the Agent Inbox as well. 

Reports 

The best of Custom and Standard Reports have merged! Now, everyone can create new reports, edit widgets, etc. Additionally, those who already had access to the Custom Reports now have filters available for all dashboards. 

Chat & Messaging (UPCOMING) 

File Restriction (UPCOMING) 

You will be able to limit which file types and sizes your customers send over the chat. 

Satisfaction Survey 

Satisfaction Surveys in the new chat channels will now show directly in the chat, rather than appear as a link.