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RingCentral Engage Digital | September 2023
Notices
X/Twitter API migration for search channels
We migrated the APIs for X/Twitter search channels to version 2.0. Any new X/Twitter search source must have the “Use Twitter API v2” box checked for the source to work correctly.
Admin
“Delete for everyone" feature in Engage Messaging
We’ve added a channel option to allow users of Engage Messaging to delete messages posted less than 72 hours ago.
Partial completion status for Engage Surveys
We’ve added a new partial status for Engage Surveys that were started but haven’t been completed yet.
This feature is activated in Engage Surveys forms in Survey settings > Data section.
Translation tab is now set to "All strings" by default in Engage Surveys forms
This allows you to see the entire list of translatable survey texts and labels.
Approval threshold for agent conversations in Admin (Beta)
We’ve added the ability to set an approval threshold for an agent’s conversation with a customer. The designated percentage of messages will go to the supervisor for approval.
Option to remove 15-day limitation on interaction rerouting (Beta)
We’ve added the option to disable the 15-day limitation on rerouting interactions in the Messages configuration menu. If you check “Disable interactions reroute time limit”, all tasks will reroute even if they were created less than 15 days ago.
Support for Engage Survey richlink webview in Channel SDK
We’ve added the option to send Engage Surveys richlinks through SDK channels. A richlink webview allows the survey to be open inside the custom messaging channel instead of asking the user to click and navigate to another browser tab.
Support of business hours for SLA indicators (Beta)
We’ve added an option in Account settings to enable support of business hours for SLA Indicators. When this option is turned on, the SLA indicators will count only the time inside your business hours before reaching or breaching the SLA.
Auto-suggestion options for the “Order" keyword in Inbox search bar.
When entering the “Order” keyword in the Inbox view search bar, the following options will display as auto-suggestions:
- Created at (ascending)
- Created at (descending)
- Last message (ascending)
- Last message (descending)
Analytics
Improved "Average first response time" statistic for virtual agent to human agent handover
We’ve added the option to view the “Average first response time” statistic for handovers from a virtual agent to a human agent in Analytics. Data is displayed by the time difference (in minutes) between the human agent’s first message to the customer and the last customer message sent to the virtual agent that triggered the handover.
Improved "Average first response time" statistic for first agent conversation handover
You can view the “Average first response time” (in minutes) for the initial agent that responded to the inquiry instead of the agent who intervened and took over the conversation.
Improved "Average response time" segments statistic
We improved the “Average response time” metric to reflect the segment’s average response time instead of the conversation.
API
- We’ve added the bypass_approval parameter to skip approval checks when sending messages via API.
Other improvements
- Improved WhatsApp synchronizer notifications when there are conversation costs.
- Improved WhatsApp credit checking to consider the free tier conversations balance.
- Added a survey title display in mobile notifications for richlink webviews in Engage Surveys.
- Improved starting a conversation in SDK channels.
- Added approval request events to the audit log.
- Improved the column header design to display over several lines in Engage Admin.
- Added English (UK) support in Engage Digital and Engage Messaging.
- Added support for Italian in Engage Digital.
- Improved synchronization with Instagram to prevent duplicate imports.
- Improved "Dispatch on weighted categories" action for the Rules engine when multiple rules need to trigger sequentially.
- Replaced the URL with the survey title in the richlink webview on Android for Engage Surveys.
- Allowed synchronization of mentions in (X) X/TwitterAPI version 2.0.
- Improved the error message for direct messages that fail to send in (X) X/Twitter due to unverified accounts.
- Improved language detection for French words by increasing the character count.
- Added support for richlinks to DialogFlow CX Virtual Agents.
- Added a display of position/time in a queue for Virtual Agents in Engage Messaging web live chat.
- Added account settings to start using API v2 endpoints for X (Twitter) - Beta
- Improved "Average first response time" statistic for conversation handover from virtual agent to human agent
- Improved "Average first response time" statistic assignement to first agent segment for conversation handover
- Improved "Average response time" statistic assignement to first agent segment for conversation handover
- Improved message category tooltip display with 150% Windows scale
- Improved WhatsApp synchronizer notifications when there are conversation costs
- Improved WhatsApp credit checking to take into account the free tier conversations balance
- Added "delete for everyone" feature to allow end-users to delete their own messages in Engage Messaging
- Added option to enable "delete for everyone" feature for Engage Messaging in Admin
- Added survey title display in mobile notifications when using the richlink webview for Engage Surveys
- Improved initiating a conversation for SDK channels
- Added approval requested event to the Audit log
- Added bypass_approval parameter to skip approval checks when sending via API
- Improved column header design to allow display over several lines in Admin
- Added support of English UK language for Engage Messaging
- Improved synchronization for Instagram to avoid importing duplicates
- Improved "Dispatch on weighted categories" action for Rules engine when multiple rules need to trigger sequentially
- Replaced URL by survey title in richlink webview on Android for Engage Surveys
- Allowed synchronization of received mentions with Twitter API v2
- Improved error message when failing to send X (Twitter) DM for not verified accounts
- Improved language detection for words in French by increasing the number of characters
- Added partial completion feature for Engage Surveys
- Set Translation Tab to "All strings" by default in Engage Surveys forms
- Added approval threshold to agent permissions in Admin (beta)
- Migrated to Twitter API v2 for Twitter Search channels
- Added option to remove the 15 days limitation on interaction rerouting (Beta)
- Added auto-suggested options when using "Order" keyword in Inbox view search bar
- Added support of richlinks for DialogFlow CX Virtual Agents
- Added support of Engage Survey richlinks for Channel SDK
- Added optional support of Business Hours for SLA indicators (Beta)
- Added display of position/time in queue for Virtual Agents in Engage Messaging web livechat