In this update (version 2.90), we’ve added custom roles to reports, enhanced chat transfer via Public API with auto‑assignment rules, and expanded the SDK to deliver chatbot button data for mobile apps. Full details in our August release overview.
Custom roles in Reports
All reports containing employee data now display your custom roles.
You can see the current roles in the Rating, Operator Workload, and Answered Requests reports. This makes it easier to evaluate team performance and analyze operator efficiency, taking into account your custom access settings.
Respecting auto‑assignment settings in Public API
Chat transfers to operators and groups via Public API can now respect your auto‑assignment rules, including dialog limits and operator availability.
We’ve added a new parameter force_assign for the following methods:
messages/:id/transfermessages/:id/transfer_to_groupdialogs/:id/
How it works:
- If you omit
force_assignor set it totrue, chats behave as before — they will be assigned to operators even if all slots are full. If no assignment is possible, the chat will stay in New, and the API will return: No available operator found! - If you set
force_assigntofalse, chats will follow your standard auto‑assignment rules:- assign only to online operators;
- respect dialog limits;
- consider queue participation.
Chatbot buttons in SDK
The SDK now transmits information about the buttons sent by your chatbots. This expands opportunities for those building custom mobile apps with Chat2Desk.
Developers can now retrieve button data from the SDK and use it to render interactive menus or simplify action selection in the app.
Important: The buttons will not appear automatically. The SDK only passes the data provided by the chatbot through the API. To display them, your app will need an update to handle these new fields.
