New Features
- Chatbot: build scenarios and launch chatbot in both chat widget and messengers (Enterprise package);
- Join Chat: added option for agents to join chat and set responsible automatically;
- Teams: combined groups, companies and roles into agents and users teams;
- Users Segmentation: create lists of users by different parameters;
- WhatsApp Business Integration;
- Administration area: redesigned and combined settings into separate Applications;
- HubSpot Integration: tickets from UseResponse can be displayed as notes on the company page.
Improvements
- Business Hours: extended statistics on the agents' availability;
- Notification Center: added a filter parameter to group all notifications related to completed requests;
- Automation: added "Object is updated" event to track any field updates;
- Automation: added custom fields of the select type to conditions for Comment is Created event;
- CSAT: added column on reports, data on agents profile and teams pages;
- Analytics: added Object:Source to the conditions;
- Analytics: improved calculations for performance metrics;
- Performance: improved reports and analytics area;
- Providing support using Skype is deprecated.
Bug Fixes
- Fixed Load More option on Email Conflicts page;
- Fix with merging tickets;
- Fixed calculation of agent's availability when the administrator set holidays in Analytics;
- Mailing Log in chat didn't work correctly;
- Custom fields were displayed in Change Log when ticket is created;
- Added default grouping by Category on Articles and FAQs pages;
- Replies remained locked after the comment was created or chat message was sent;
- Fixed issue with comments disappearing at the left bar when administrator approved another comment;
- Fixed issue with filtering by Responsible in reports;
- Customer search with umlauts didn't work when creating ticket;
- Fixed the work of filters and date display in Statistics of objects.
- Attachments in canned responses were not sent in chats;
- Load More option didn't work on the main community page;
- Fixed the issue with mass edit of objects on user page;
- Triggers didn't work to send chat message when Scheduled event was set;
- Triggers didn't work to notify agents when new article created;
- Fixed issue with filtering by Responsible in agents interface;
- Source of chat created in Mobile App was incorrect;
- Fixed issue with date display in Activity Log;
- Fixed validation ID error when agent links a ticket to Jira;
- Fixed UI defect of attachments in Knowledge Base articles.
+ 15 more minor bug fixes and improvements.