SIP lines in telephony
If your company already uses a corporate PBX, Chat2Desk can now be registered on it as a SIP phone without buying a separate Voximplant number.
After connection, a SIP line works like a regular phone number in Chat2Desk: it can receive incoming calls according to auto-assignment rules and can be used for outbound calls.
To connect a line, go to Telephony settings > SIP connections and fill in the required fields: Server address and Username.
Once connected, the line will appear in the table on the SIP connections tab and will also be shown on the Main tab.
You can add several SIP lines. Each line is configured separately through the Add connection button. Existing lines can be edited or deleted.
If several operators need to use the same SIP connection at the same time, make sure multichannel mode is enabled on your PBX.
The SIP connections tab is available only for verified accounts.
Telephony account verification update
Telephony has changed its verification process. Some accounts may now need to sign additional documents.
Chat2Desk checks the verification status every time you open the Telephony section and shows a warning if any action is required. Telephony continues to work as usual.
If you see the Check verification message, go to Telephony > Billing > Verifications and complete the required paperwork.
Chat status filter in broadcasts
A new chat status filter is now available in Mass operations. You can filter dialogs by status: open, unread, or overdue.
This means bulk actions can now be applied directly to current active chats, together with other filters.
For example, you can transfer open chats when an operator changes shift, notify everyone waiting for a reply during peak hours, or quickly assess the current workload across active customer requests.
Auto-assignment rules preview
Chat2Desk auto-assignment is flexible: you can assign chats to the last operator, route them to a skill-based group, take online status into account, and configure queues.
The more conditions you add, the harder it becomes to predict what will happen to a specific chat under a specific combination of settings.
Now the auto-assignment settings include a summary preview on the right. It shows in real time how chats will be distributed.
For example: “For channel X, chats are assigned to the last operator if they are online. If the operator is offline, Chat2Desk selects the least busy operator from group Y. If everyone is busy, the chat is placed in the queue.”
The text updates immediately when any setting changes, before the configuration is saved.
This reduces the risk of setup mistakes and removes the need to test the logic on real chats.
Chat center online filter in the response time report
Previously, the Average response time and reply time report calculated statistics across the full period, including non-working hours.
This could distort the metrics: messages received at night or during weekends increased the average response time, even if the team handled requests quickly during working hours.
Now the report has a Chat center online filter. It limits calculations to working hours only.
As a result, the metrics reflect the actual speed of operators during working time, rather than the customer’s waiting time outside business hours.
Read status control in Telegram
In number-based Telegram, messages were previously marked as read automatically. Customers saw the checkmark immediately, even if the operator had not opened the chat yet.
Now this behavior can be changed in the channel settings.
When read status transfer is enabled, the customer sees the checkmark only after the assigned operator actually opens the message.
This helps avoid misleading customers: the checkmark appears only when the operator has really read the message.
You can enable this setting in the Telegram parameters under Channels and messengers.
Public API improvements: operator management
We have made several targeted improvements to API methods for working with operators.
A new GET /v1/operators/<id> endpoint is now available. It lets you get data for a specific operator by ID without requesting the full operator list.
The GET /v1/operators request now supports new filters: access_right_id and access_right_name. The role parameter remains available for now, but it is expected to be replaced by access rights filtering later.
The disable_new_chats field is now returned in responses for all operator methods:
GET /v1/operatorsGET /v1/operators/<id>POST /v1/operatorsPUT /v1/operators/<id>
Important: the disableNewChats parameter in camelCase has been renamed to disable_new_chats in snake_case to match the general API style.
Backward compatibility is not supported, so make sure to update requests on your integration side.
