Pinned operator comments in chats
Pinned items now work not only for customer and operator messages but also for internal comments.
You can pin any comment in a conversation. Just click the comment and select Pin.
The comment will appear in the shared list of pinned messages at the top of the chat and will be visible to the whole team. When someone clicks the pinned comment, Chat2Desk jumps straight to the right place in the conversation, so operators do not have to scroll through the history manually.
Comments can also be unpinned from the side panel with pinned messages, without scrolling back through the chat.
Every pin and unpin action is logged: Chat2Desk records who performed the action and when.
Access rights are the same as for pinned messages. By default, the feature is available to administrators. Access for other roles can be configured in permissions.
Active call indicators
Chat2Desk now shows directly in the chat center interface when a call with a customer is in progress.
The indicator appears in the dialog list and in the chat header. It shows the current call status: dialing, active call, or the result of a completed call.
If another operator is speaking with the customer, their name is shown in the indicator. The status appears as soon as the connection is established and does not require a page refresh.
New report filters
We have added several new filters to make reports easier to work with.
- In Rating report, you can now filter ratings by values greater or less than a selected number.
- In Traffic and New customer list, you can filter data by channel and select several messengers at once.
- In Current operator statuses, you can now filter the report by operator status.
Redirect to the right page after login
Previously, when you opened a direct link to a specific chat or filter, Chat2Desk sent you to All chats after login. You then had to find the correct page again.
Now, after successful authorization, Chat2Desk opens the exact page from the original link.
Service and dialog packages
A new Service and dialog packages page is now available in Billing.
It brings together all key information about the current plan and dialog usage: plan name, number of available messengers, included monthly dialogs, and usage statistics broken down by package type.
A separate block shows the projected spend until the end of the month. Chat2Desk estimates whether the current balance will be enough at the current usage rate. If not, the system recommends which package to buy so work does not stop unexpectedly.
The forecast is based on data from the last two months, so it will not be available to new customers right away.
The section is available if one of the plans is connected. By default, supervisors can see it. Administrators can provide access to other roles in permissions.
Monthly dialog packages
If you regularly buy extra dialogs, this process can now be automated.
A new package type is connected once and renews automatically at the beginning of every month. You no longer need to track the remaining balance and buy additional dialogs manually.
Available monthly package sizes: 1,000, 3,000, 5,000, 10,000, 20,000, 50,000, 100,000, 300,000, 500,000, and 1,000,000 dialogs.
If you connect a package in the middle of the month, only the proportional part of the price is charged for the first month. Starting from the next month, the full monthly price applies.
Monthly packages are used before one-time packages. If both types are connected, dialogs will first be deducted from the monthly package.
You can connect a monthly package through your Chat2Desk manager.
Plan and dialog data in the API
We have added new fields to the GET /v1/companies/info request: the connected plan and dialog balance data broken down by package type: plan package, one-time package, monthly package, and auto package.
We have also moved some parameters from GET /v1/companies/api_info to this request, including administrator email, company language, number of channels, and other details. The api_info request itself remains unchanged.
Automatic WhatsApp Cloud API connection
WhatsApp Cloud API can now be connected without creating an app in Meta manually.
Click Log in with Facebook next to WhatsApp Cloud in Settings > Channels and messengers, complete the onboarding, and Chat2Desk will handle the rest automatically.
After onboarding, there is one final step: add a payment method. Without it, the messenger will not work. The instruction will appear directly in the interface.
Manual connection via token is still available for teams that prefer this setup.
