Chat2Desk updates: June 2025

In this update (version 2.89), we’ve added custom roles, launched session management tools, expanded the functionality of internal chats, improved the iframe experience, introduced webhook signatures, and started showing message statuses in Telegram number-based accounts. Full details in our June release overview.

Custom roles and updated access management

We’ve redesigned the Operators > Roles & Permissions section to make permissions easier to manage. Instead of a long list of options, you now configure access via two separate tabs: Sections and Actions — with improved navigation and grouped settings.

Most importantly, you can now create up to 10 custom roles with tailored permissions for different employees. Whether you need to limit access for interns, give view-only rights to auditors, or set up a role with access to broadcasts only — you’re in control.

Previously, there were only three built-in roles: Operator, Supervisor, and Administrator. For many companies, especially those with complex team structures, this wasn’t enough. With custom roles, you can fine-tune access at scale.

Each custom role is automatically based on either the Operator or Supervisor profile, depending on whether access to All Chats is granted. This only affects system behaviors that aren’t yet customizable through the interface. Role management is available to company administrators only.

To create a role:

1. Go to Operators >  Roles & Permissions
2. Click Add Role and set the name
3. Choose accessible sections and allowed actions
4. Assign the role to an employee via their operator card

Session management from the personal account

You can now view and manage active sessions in the system. Operators can see where they’re logged in, while administrators can monitor all operator sessions in one place.

In Account > Active sessions, users see all current sessions with details such as:

• Device type (desktop or mobile)
• Browser and version
• IP address and approximate location (with a note on accuracy)
• Login time and last activity timestamp

Technical access sessions are marked with an icon and tooltip. Users can log out of individual sessions or all sessions except the current one.

Admins can view all operator sessions under Settings > Operators > Active sessions, with options to:

• Search by name or ID
• Sort by recent activity
• Expand operator cards to view device details
• End specific or all sessions

Inactive sessions don’t appear in the list. Column headers and search remain fixed when scrolling.

Internal chats: starred messages and notification settings

We’ve added two useful features to internal messaging.

Save messages to Favorites

You can now forward any message to your personal chat, marked as Favorites in the chat list. Pin it to keep it at hand for quick reference. This is a fully functional chat: you can edit, reply, delete, or forward messages as needed. Forwarded content appears as incoming, preserving the sender’s name and avatar, and remains unchanged even if the original is edited or deleted later.

To use it, just click Forward, then select Favorites. You’ll get a confirmation once the message is saved.

Custom notification settings

Under Notifications and sounds > Messenger, you can now configure alerts separately for direct and group chats. Options include:

• Message sounds (with melody selection)
• Desktop push notifications
• Flashing browser tab icon

Each setting works independently and is applied immediately. You can preview sounds, test notifications, and view tab flashing in real time.

These features are currently available in the web app. Mobile support is coming in future updates.

New iFrame controls for embedded chat

When embedding Chat2Desk in a CRM via iframe, you can now manually hide specific UI elements to simplify the interface and make better use of limited screen space.

Just add the &disabledActions= parameter to the iframe URL and specify which actions to hide:

• macros — Macros
• assignChat — Assign chat
• exportChat — Export chat
• shareChat — Share chat
• comment — Comment
• unread — Mark unread
• search — Search
• all — Hide all listed actions

We’ve also improved the overall display for narrow views: unnecessary padding is removed, modal windows are adjusted, and banners now resize correctly — making the chat interface fully usable even below 400px in width.

Webhook signature verification

All outgoing webhooks from Chat2Desk now include an HMAC-based signature and timestamp. This ensures that data really comes from us and hasn’t been altered in transit.

The signature is generated using the request body, your token, and a timestamp. You can verify it on your side to prevent tampering and replay attacks.

For implementation examples in various languages, see our API documentation.

Message delivery statuses in Telegram numeric

If you're using numeric Telegram accounts, Chat2Desk now tracks message delivery statuses. You’ll see whether a message was sent, delivered, read, or failed — with detailed reasons.

For instance, you’ll know if a user deleted their Telegram account or blocked your number. Statuses work similarly to WhatsApp Business API.