New features in internal chats
We continue improving internal chats — this release brings several useful features that will make communication with colleagues in Chat2Desk even more convenient.
Message editing and deletion
Two important and helpful features: to ensure smoother communication, we’ve added the ability to edit and delete your own messages in case something was sent with a mistake or by accident.
Editing or deletion is done via the context menu: simply right-click on the message and select the desired option.
If you want to undo the edit or deletion, you'll need to confirm the action to avoid accidental changes.
Here’s a tip: you can quickly edit the last sent message by pressing the up arrow ⬆︎ on your keyboard.
Message management is available within 24 hours of sending.
Pinning Messages in Chats and Conversations in the Main List
To help you navigate work conversations more easily, we’ve implemented a system for pinning messages and conversations in the chat list.
Pinning messages in chats
Operators can pin up to 10 messages. These messages will be pinned for all chat participants, sorted by the time of sending, and displayed in a separate block at the top of the list. Click on this block to view them individually.
Pinned messages update in real time for all participants.
Pinning chats in the conversation list
You can pin up to 10 chats, which will appear at the top of the main conversation list. Pinned chats can be manually sorted by dragging them, and the custom order will be saved.
Pinned chats automatically adjust their position in the list without refreshing the page. You can unpin a chat either through the button inside the conversation or via the context menu in the main chat list.
Message quoting
You can now reference any message in the chat, making it easy to quote a colleague to provide context, clarify details, and maintain the thread of previous discussions. This feature helps ensure that important points are not lost, and you can quickly locate the original message.
To quote a message, double-click to the left or right of it with the left mouse button, or right-click once and select Reply from the context menu. The quoted message will appear above the input field. Simply type your reply and send it – your message with the quote will be displayed in the chat.
Operator statuses
Operator statuses are now indicated with different colors in the chat list, at the top of the chat, and in selectors:
- Green: The operator is online.
- Red: The operator is online but has a status like “Do not disturb.”
- Gray: The operator is offline.
Typing notifications
When a contact is typing, Operator is typing notification will appear in real-time in both the chat and the conversation list.
Message drafts
If an operator starts typing a message or attaches a file but does not send it, the draft is saved. Even if the operator navigates to another conversation and then returns, they will see the unsent message or attached files. Drafts are preserved until the page is refreshed, which helps prevent data loss.
Additionally, the badge will display the current status of the message, such as Sent or Not delivered. If the last message was incoming, the badge status will not appear.
Displaying operator name in the Widget
You can now choose to display only the operator's first name without their last name in the widget. This setting helps protect employee personal data and enhances privacy when interacting with clients.
A new toggle has been added to the widget settings. You can choose between two modes in Settings > Widget and online chat > Show operator name:
- Show full name
- Show first name only
By default, the mode is set to Show full name.
This setting applies to both the web and mobile versions of the widget, ensuring that clients see only the information you've selected regardless of the device they use to access the online chat.
You can verify how the operator name is displayed in the widget using the preview feature.
Mandatory password change
To enhance user security, we are introducing a mandatory password change every 6 months.
What’s new?
A default setting has been applied for all users, requiring a password change every six months. If the password expiration is not specified for a company or user, it will automatically default to 6 months from the installation of a new password.
This setting cannot be disabled – it is part of mandatory data protection measures. Remember, you can select a suitable password change period, ranging from 14 days to 1 year. The frequency of mandatory password changes can be configured in Settings > Security and Access Rights.
These changes help minimize the risk of unauthorized access and make the system more secure for Chat2Desk users.
Enabling access by supervisors
A useful feature that reduces the workload on company administrators, especially during non-working hours and frequent support access requests. Supervisors can now grant support access independently, without involving an administrator. Administrators will find it easier to manage access rights without being distracted by routine tasks.
Support access to essential functions can be enabled at any time, even on weekends.
Important:
- This feature is available only to supervisors and is disabled by default.
- Once enabled, supervisors can access support rights settings. Operators cannot access this feature.
- To activate the setting, the company administrator must go to Settings > Security and access rights and enable the Technical support access option.
Mass sending verification
We have added one-time password (OTP) verification for sendings. This additional protection helps avoid unauthorized or accidental bulk operations. Additional confirmation also increases the security of chat center operations.
Now, when starting a sending, the system will prompt you to enter a verification code:
- If you have two-factor authentication enabled, you will need to enter a code from the authenticator app.
- If you do not have 2FA enabled, a confirmation code will be sent to the email of the person initiating the sending in Chat2Desk.
New Telegram API features
Two new features have been added to simplify and improve client interactions via the Telegram API: username display and notifications about bot blocking or unblocking by clients.
Displaying username in Telegram
When a client contacts you through a Telegram bot for the first time, the system automatically retrieves their username if provided. The username will be displayed in the client card and the chat header. The username cannot be manually edited, and the information is updated automatically through Telegram.
Bot blocking/unblocking notifications
If a client blocks or unblocks the bot, you will receive a system message in the chat: Client blocked the bot or Client unblocked the bot. This keeps you informed if a client decides to stop interacting with the bot, allowing you to adjust client communication accordingly. It may also indicate that it’s time to reconfigure the bot.
Menu item display settings based on company working hours
This option allows companies to flexibly manage self-service menu items according to the working schedule. Now you can automatically hide menu items during non-working hours, holidays, or other periods when services are unavailable. This helps improve customer support interactions and avoids errors.
Menu settings include four states:
- If neither parameter is selected, the item is always sent.
- During working hours only: The item is sent during company operating hours.
- During non-working hours only: The item is visible during non-working hours.
- If both parameters are selected, the item is completely hidden.
- Please note that if an item is hidden, it can still be accessed through a command request and will appear if the user sends the corresponding command.
Remember that the company’s working and non-working hours are configured in Settings > General > Working hours.
Editing “Start” and “Back” Buttons in the Self-Service Menu
Administrators can now customize the text of the Start and Back buttons in the self-service menu. This allows for menu adaptation to clients' language preferences. Previously, button texts were displayed according to the selected channel language. However, this did not resolve issues for multilingual countries where one menu is used in two languages.
Now, when these menu items are editable, the channel language can remain in Russian while adding button texts in both languages, just like other menu items.
You can change the button texts in Settings > Automation > Self-Service Menu.
API methods for template management
Chat2Desk now enables the creation and upload of message templates via the API using the /templates and /templates_groups methods, eliminating the need to use the interface. This streamlines the integration of existing templates from other systems and simplifies working with the platform.
This feature is beneficial for those who use external systems for creating templates or want to automate the upload of HSM templates to the platform. The set of methods allows for easy template addition and speeds up the integration process.
