Attachments, voice messages, and Share with colleague button in Internal сhats
We continue to improve our internal messenger and add new features.
- Now you can share files with colleagues, just like in customer chats. Attachments can be added in two ways: by selecting from your device via the paperclip button or through the clipboard using the keyboard shortcuts Ctrl + C and Ctrl + V for Windows, and ⌘ + C and ⌘ + V for MacOS.
- You can send more than just text to your colleagues — now it’s possible to send voice messages as well.
- Additionally, we’ve added the ability to share entire chats and individual requests: a Share with a colleague button has been added at the top of the customer chat. It opens a window where you can select an operator to receive the chat. You can also immediately transfer the chat and attach files, such as screenshots.
- There is also an option to send individual inquiries from customer chats to colleagues – simply click on the inquiry title, press Share, and select the recipient. In this window, you can also choose the option to transfer the chat.
API for tickets
We have added API requests for working with tickets to the collection. Available requests:
- GET tickets – retrieve information on created tickets,
- DELETE tickets/<id> – delete tickets,
- GET tickets/<id> – retrieve information on a specific ticket,
- GET tickets info – retrieve information on possible ticket statuses,
- POST tickets – create a new ticket,
- PUT tickets/<id> – update information in a specific ticket.
We’ve also added new events for webhooks:
- new_ticket – when a new ticket is created,
- ticket_updated – when a ticket is updated,
- ticket_deleted – when a ticket is deleted.
This API enhancement enables additional automation scenarios and introduces new interactions for integrations with external systems.
Tag assignment window when closing requests
To eliminate the need to scroll through the conversation to find the start of the request and avoid forgetting to assign tags when closing a dialogue or request, we’ve simplified the process of tag assignment upon request closing.
In the Settings > Tags and requests section, a new option Show tag assignment window when closing a request has been added. When enabled, this will automatically open a tag assignment window after the chat is closed.
WABA template synchronization for Gupshup in Chat2Desk
We’ve developed a mechanism that allows template synchronization from Facebook* Business Manager with the personal account of the WhatsApp Business API provider, Gupshup, so that you can use these templates in Chat2Desk.
To synchronize templates, go to the Accounts section, select the channel, then click the pencil icon next to the WhatsApp Business API logo, and press the Synchronize templates button.
Copying the Self-Service Menu to other channels
A new option has been added to the Self-Service Menu settings that allows you to copy a menu to a specific channel. Selecting all channels at once is no longer required. Simply press the Copy menu button and choose the channel where you want to add the existing menu.
Please note that when copying, the new menu will completely replace the existing one in the selected channel, and it cannot be restored.
Automatic client avatar updates
To make it more convenient for operators to communicate with clients in chats, we’ve added an avatar verification feature in the chat center for all messengers, except for numeric WhatsApp and Business API. Avatars will be updated automatically every day if there are incoming messages in the chats.
Automatic session termination for inactive operators
Previously, when operators with concurrent licenses remained logged in but stopped working, they continued to occupy a spot. This reduced efficiency and could pose security risks.
We have introduced an automatic session termination feature that logs out operators if they are inactive for a specified amount of time. This setting is available for both the browser version of the chat center and the mobile app.
You can configure automatic operator logout in Settings > General > Work mode.
Display or hide all chats for operators
To make it easier for your operators to navigate chats, a new setting for displaying All chats section is now available. For example, if you want a specific operator to see all chats and work with them, this option will be useful. By default, operators can only see their own chats.
You can enable the display of all chats in the operator editing window in the section of the same name.
Other important improvements
- The search window has been returned from the filter to quick access.
- The operation of the Enter and Esc buttons in the chat center has been fixed.
- The size of the template selection window has been reduced, and a group filter for templates has been added.
- Issues with foreign phone numbers in the Write First form resolved.
- Keyboard shortcuts functionality fixed.
- The usability of the chat transfer window has been improved.
- The internal chat counter now displays the actual number of messages.
