Reworked My Views

Default views and My Views are now case-based to unify with the other parts of the application. This also solves several linked problems and current limitations. Users will be able to easily find cases that are assigned to them again.

We would also note that in the “search phrase” fields in My Views you can use the Query Language as documented for case search, which enables many additional use cases:
https://support.brandembassy.com/hc/en-us/articles/360013702820-Case-Query-search

This change will be continuously rolled out to our customers in the upcoming weeks.

Minimized Inbox

For users who have a smaller screen width, we have enabled the ability to make their inbox smaller.

Advanced Quick Replies Formatting

Quick replies have been refactored to support not only plain text but also HTML formatting, including the use of system variables like customer name, agent name, contact number, and custom fields.

When setting up a quick reply, choose the Html text type for the new formatting options to appear

Advanced formatting only works on channels supporting HTML.

Expanded Formatting Tools for Agents

Agents sometimes need additional formatting tools when creating outbound messages.  They will soon be able to choose the font type, size, colour, and highlight colour.

These new features are particularly useful when agents need to craft more complex responses.  Agents will be able to draw attention to key information within the email communication thanks to the editor.

Group Chat

It is now possible for both agents and consumers to create and participate in a group chat. You can either invite other people to a group chat by sharing an invite code or by sending an email invitation. Group Chat is available for both live chat and single-threaded messaging.

Inactivity Popup

When a consumer does not respond on live chat for a while, you can send them an inactivity pop-up, prompting them to confirm they want to continue the conversation. If the consumer does not confirm within a set time limit, the case is closed and a tag of your choice is assigned to it. You can customize both the content of the pop-up and various conditions including the time elapsed since the last message from the consumer/agent or tracking the inactivity of the customer on your website.

Proactive chat enhancements

You can now choose to show a pop-up based on whether there are any agents online, how far a customer has scrolled through the webpage, differentiate pop-ups for a specific chat channel, or connect the system to CRM for specific information provided by API.

Coming Soon - Chat Status Messages

Chat now displays the status of messages of when an agent has joined the chat, left it, or reassigned the chat to another agent or queue.

Coming Soon – Guide

Would you like to relay your customers directly to other channels on your website when your agents are fully occupied with current cases on live chat? Or show suggestions from your documentation, display your closest branch and more? Reach out to your account manager for more information.

WhatsApp - Embedded Signup

Currently, WhatsApp accounts and phone numbers are managed by our professional services team. That means that whenever a number is flagged or any other issues related to the quality of a particular phone number arise, the information first goes through our sales engineers before it reaches you. All details need to be handed over even though you would be able to analyze the issue directly by yourselves within WhatsApp manager.

Until now, the user token needed to be updated every three months in order to re-grant us permission to handle WhatsApp template administration through our system. With embedded signup, the client can set everything himself in WhatsApp Manager and token updates are no longer required.

Mobile SDK for Messaging (Beta testing)

We have launched new iOS and Android SDKs (Beta version) that will enable you to easily integrate messaging, rich media, chatbot support and notification capabilities into your mobile apps in a native way! With that, you can create a rich, and compelling user experience for your customers. Our SDK is of high quality, well written and easily understood by even inexperienced mobile developers as it will contain guides and samples on how to implement.

We are already done with phase 1 which contains all basic features for chatting between the agent and the customer as well as the in-app notification. We continue developing new features like oAuth, proactive mobile and multi-threat functionalities. During this year the SDK will be available to all our clients. We already started beta testing, so if you are interested, please contact your account manager.