March/April Release notes

Forms 

Now you can define case custom fields per channel. Here are a couple ways you can use this new feature: 

• Customize the pre-chat survey forms on different chat channels – more identifying questions on the website, fewer on your app. 
• Require agents to complete certain fields prior to Resolving the case. 

• Display different custom fields in the agent console per channel. 

Chat 

Begin Conversation 

The initial message for chat has usually been from the customer: Begin Conversation. This is now automatically hidden from the customer. The first message they see will be the message from the agent/auto-message. 

Automated initialization 

Cases can be automatically started now in the Messaging channel, as they are in live chat if enabled via JavaScript API. This means that the customer no longer needs to write first.
 

Bulk Messages 

Users can send a bulk message to cases selected in Case Search. Once you’ve selected several messages, the prompt to send Bulk messages will appear in the header. From there, you can write the message, see the message send status, check the history of previous messages and reuse existing texts.  Find a more detailed guide here.

Interested in learning more? Speak to your Account Manager for more information.