Communicate Pro

UK - Released on January 30, 2024

Enhancement

• Updated the Messages page caching process to allow customers to download the report without a count restriction.

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Note:

You can now download the report with the same parameters; however, the Communicate Pro will return the duplicate request as a new file with a unique filename and timestamp reflecting the new request.

Bug Fix

• Corrected widget text wrapping issue where the phone widget blocks a small portion of the main menu drop-down list.

US - Released on February 1, 2024

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Note:

All the other features are the same as in the UK release (see above) with the addition of the bug fix described below.

Bug Fix

• Corrected an issue where the MMS Short Codes field is not being displayed in the Message Details section when creating an interactive program.

UK - Released on September 27, 2023

Bug Fixes

• Corrected an issue where more data was being displayed than selected using the View Date Range filter on the Messages page.
• Corrected an issue with the Forgot Password page.

v7.0.67

US - Released on September 28, 2023

Enhancements

• Added support for .vcf file format (vCards) for the multimedia messaging service (MMS). You can now send MMS vCards using any of the following methods:
  • MMS Broadcast allows file upload for .vcf file format.
  • Multi-Step action type Send MMS allows file upload and media URL for .vcf file format when the Message Type is MMS.
  • Multi-Step action type Send Broadcast allows file upload and media URL for .vcf file format when the Message Type is MMS.

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    Note:

    A default or stock image is displayed on the mobile phone widget on the User Interface. However, subscribers receive a vCard on how device manufacturer and system preferences are configured.

Bug Fixes

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Note:

All the Bug Fixes are the same as in the UK release.

UK - Released on June 12, 2023

Enhancement

• Updated the customer support email address to [email protected].

Bug Fixes

• Removed the New MMS Broadcast option from the menu drop-down list as MMS is not currently supported.
• Corrected API records that appeared under the incorrect Organization, and ensured Program information is accurate.
• Corrected console spam errors when creating an Organization.
• Corrected an issue in the 3 For 2 Competition programs where the organization selector was disabled when saving the program.
• Corrected an issue with Interactive Programs where the Originator Short Code field is disabled until the Program is saved.
• Corrected an issue where Short Codes were not displayed on the View Template Program page.
• Corrected an issue with the Text to Short Code type ahead field where the list was not displaying all active service codes until the new Gateway Service was saved.
• Added a 403 error screen when a user from a different Organization tries to view pages that are not within their Organization.
• Corrected an issue where an Organization could be saved if the Restrict Short Codes checkbox was unchecked.
• Corrected an issue where the list was not updated after editing the program.

v7.0.66

US - Released on June 15, 2023

Enhancement

• Updated the customer support email address to [email protected].

Bug Fixes

• Corrected API records that appeared under the incorrect organization, and ensured Program information is accurate.
• Corrected console spam errors when creating an Organization.
• Corrected an issue where Short Codes were not displayed on the View Template Program page.
• Corrected an issue with the Text to Short Code type ahead field where the list was not displaying all active service codes until the new Gateway Service was saved.
• Added a 403 error screen when a user from a different Organization tries to view pages that are not within their Organization.
• Corrected an issue where the list was not updated after editing the program.

UK - Released on May 8, 2023

US - Released on May 11, 2023

Enhancements

• For users with Administrator roles, now the next in queue button on the Chat Console and Chat Session pages is disabled, and added a tooltip stating "This feature is unavailable to Administrative roles”.

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Note:

The next in queue functionality in the Chat feature is not available to Administrator roles.

• Introduced Security enhancements in this release.

Bug Fixes

• Added error handling to all Interactive Program screens so that administrative users can only edit or view programs belonging to their user ID.
• Corrected an issue with the Go-To Block on the Multi-Step Program screen.

UK - Released on March 27, 2023

Enhancements

• Optimized the Customer Care Program by removing duplicate code and unused tables, improved handling, and redesigning banners. The agent assignment feature has been optimized by improving the agent identification retrieval process and combining the methods used to lock/unlock agents from chat sessions.

• Updated the visibility on the Canned Response page to display only Campaign information that the user is associated with.

• Added a type-ahead search drop-down menu for all service code selection widgets in Communicate Pro that filter by multiple types of gateway service codes. For example, Short Codes, Long Codes,10-Digit Long Codes, Premium Codes, and RCS Service Codes. This feature reduces the need to scroll through long lists of service codes, allows the user to enter the desired service code, and the system intuitively returns suggestions based on what the user has entered in the field.

  • Specific locations where the type-ahead feature was added to the interface:

    • Short Code field of the basic details section on the Create New List page.
    • SHORTCODE field of the sidebar filter menu on the Multi-Step and Opt-Out/Help Program pages.
    • Text to Short Code field of the basic details section on the create and edit Interactive Program pages.
    • Text to Short Code field of the basic details section on the create and edit Gateway Service pages.
    • Short Code field in the multi-step Configuration entry block.
    • Originator field in the multi-step Configuration entry block when the Pre-program message and/or Send finished message checkbox is selected.
    • Tariff field in the multi-step Sends SMS output action block when Premium SMS message type is selected.

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    Note:

    • Service codes in the United Kingdom that have associated tariffs, in general, do not display the tariff on the service code label unless the message type is explicitly categorized as a Premium SMS.
    • Service codes with associated tariffs should not be excluded from service code filtering widgets when used as non-premium or opt-out service codes.

    • Short Codes field on the create and edit Organization pages (Administrator User Only).

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    Notes:

    • For the short code pillbox to appear when you are on the Create Organization page, you must select a gateway and select the Restrict Short Codes checkbox.
    • For the short code pillbox to appear when you are on the Edit Organization page, you must select the Restrict Short Codes checkbox.
    • The United Kingdom interface displays separate MO and MT pillboxes.
    • The new interface has sorting and height constraints. You can leverage the scroll bar when excess Service Codes are selected and overfill the hard-coded display.

Bug Fix

• Corrected an issue with filtering by Mobile Number on the Chat Console page.

v7.0.64

US - Released on March 30, 2023

Enhancements

• Optimized the Customer Care Program by removing duplicate code and unused tables, improved handling, and redesigning banners. The agent assignment feature has been optimized by improving the agent identification retrieval process and combining the methods used to lock/unlock agents from chat sessions.
• Updated the visibility on the Canned Response page to display only Campaign information that the user is associated with.
• Added a type-ahead search drop-down menu for all service code selection widgets in Communicate Pro that filter by multiple types of gateway service codes. For example, Short Codes, Long Codes,10-Digit Long Codes, Premium Codes, and RCS Service Codes. This feature reduces the need to scroll through long lists of service codes, allows the user to enter the desired service code, and the system intuitively returns suggestions based on what the user has entered in the field.
  • Specific locations where the type-ahead feature was added to the interface:
    • Short Code field of the basic details section on the Create New List page.
    • SHORTCODE field of the sidebar filter menu on the Multi-Step and Opt-Out/Help Program pages.
    • Text to Short Code field of the basic details section on the create and edit Interactive Program pages.
    • Text to Short Code field of the basic details section on the create and edit Gateway Service pages.
    • Short Code field in the multi-step Configuration entry block.
    • Originator field in the multi-step Configuration entry block when the Pre-program message and/or Send finished message checkbox is selected.
    • MMS Short Codes field in the multi-step Send MMS output action block when the MMS message type is selected.
    • MMS Short Codes field in the multi-step Send Broadcast output action block when MMS message type is selected.
    • Short Code field of the basic details section on the Clone List page (NLM Only).
    • Short Codes field on the create and edit Organization pages (Administrator User Only).

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      Notes:

      • For the short code pillbox to appear when you are on the Create Organization page, you must select a gateway and select the Restrict Short Codes checkbox.
        For the short code pillbox to appear when you are on the Edit Organization page, you must select the Restrict Short Codes checkbox.
      • The United Kingdom interface displays separate MO and MT pillboxes.
      • The new interface has sorting and height constraints. You can leverage the scroll bar when excess Service Codes are selected and overfill the hard coded display.

Bug Fix

• Corrected an issue with filtering by Mobile Number on the Chat Console page.

v7.0.63

UK - Released on February 21, 2023

US - Released on February 22, 2023

Enhancements

• You can now display the Organization's timezone in the Program Length section of the Multi-Step configuration screen, the Program Duration section of the Interactive program Basic Details screen, and the Program Duration section of the Gateway Services Basic Details screen for both Organization and Organization Administrator users.

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Note:

An Organization's timezone is associated with the Campaign, and for the timezone to display the "Defined Start and End Dates" a radial dial must be selected.

• Updated the Filter By Program Type section on the Messages page to display OptOutHelp programs when All Types is selected.
• Updated the visibility on the Messages and Chat pages to only display Campaign information that the user is associated.
• Enhanced the optimization of the Customer Care feature to improve performance.
• Removed Scheduling and Throttling options from Template Broadcasts, Excluded Template Broadcasts from the Queue Control drop-down menu, and added a tooltip to the Queue Control page stating "Template Broadcasts are not included on the Queue Control page. Please select an available Broadcast from the drop-down menu."

Bug Fixes

• Corrected the List behavior for Organization Administrators when editing an Interactive Program. The Lists appear in the drop-down menu for Organization users, but not for Organization Administrators.
• Corrected an issue where the Short Code field was populated in the List Details view but not in the Lists table.
• Corrected an issue where external API records were missing from the Messages Page regardless of success or failure.

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Note:

If an API call is marked as Retry, which is highly recommended, there will be a total of 7 progressive retry attempts made within a 24 hour period.

• Corrected the Organization Delete feature controller. Organization users cannot delete Organizations. However, Organization Administrator users can delete Organizations they are connected to, and System Administrator users can delete any Organization. If the user does not have permission to delete the organization, an error message appears on the screen.

UK - Released on February 2, 2023

Bug Fix

• Corrected an issue with the Send SMS action block for sending premium SMS where the Multi-Step program could not save the premium SMS and displayed a server error.

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Note:

All the other features are the same as in the US release (see below) with the addition of the bug fix described above.

v7.0.62

US - Released on January 26, 2023

Enhancements

• This release includes various security improvements.
• For users with access to edit and create Merchants, you can now successfully save the page when the Restrict Short codes checkbox is enabled no Short Codes are selected in the right pane.
• Added filter functionality to the My Follow Up section of the Chat Console page. A logged-in Agent or Administrator can now click a button to review all active Chat Sessions assigned to them that are awaiting a response over the last 7 days.

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Note:

If no Chat Session falls into the criteria listed above, then "No Chats Awaiting a Response" is displayed.

• Updated the Reassign Chat Session to a Different Agent drop-down menu on the Chat Session page to display "No Agents Available" and/or "No Administrators Available" when applicable. Additionally, enhance the color indicator of the assigned Agent and realign the top menu icons on the Chat Session page.
• Added acceptable characters to the "Mobile Number" property requirements for file uploads to reduce human error. The Mobile User header now accepts the following formats:
  • "Mobile Number"
  • "Mobile_Number"
  • "mobilenumber"
  • "mobile number"
  • "mobile numbers"
    The file will not be processed and users will receive an error message if the Mobile Number property is either not placed in the first column header or if there are no column headers.

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Note:

Previously, the only accepted header was "Mobile Number" (case + location sensitive) which would ignore additional columns if assigned incorrectly, in turn assuming a single column of numbers.

• Added a quick link to the Service Types page to navigate to the Canned Responses page.

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Note:

You need to enable the Chat permission to view this link.

• Updated the create Multi-Step page to use the new version of the editor.

Bug Fixes

• Customers can now send MMS messages through the Multi-Step program without message body content.
• Corrected an issue with duplicate numbers causing List Upload discrepancies.
• Customers can now use the unassigned filter selection along with the Agent(s) name filter selection in the Filter by Agent section of the Chat Console page.
• Corrected an issue where the Chat Console did not save the Filter by Resolution (All) selection. Additionally, corrected an issue where filters were saved regardless of whether the Apply Filter button was selected or not.
• Corrected an issue where the mobile number was imported as a new property rather than the default one during a list upload. This change mitigates duplicate mobile number property imports.
• Corrected the case sensitivity requirement in the Forgot Password email field.

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Note:

The user name field will remain case-sensitive.

• Added text wrapping to all fields of the Customer Profile on the Chat Session page.
• Corrected an issue where the Canned Response delete function continued to display the popup notification until you exit the page. The "X" in the upper corner of the box allows the customer to close the successfully deleted notification box on the Canned Response page.
• Cleaned up the verbiage on the Send MMS action type for interactive programs. Updated the Messages Exceeding display error to be consistent with the rest of the system, and reduced confusion by not displaying the garbage can icon if the file upload name is not displayed.
• Updated the Created By timestamp on the Canned Responses page to reflect the Organization's time zone for Organization users and to reflect the Server's time zone for Administrator users.
• Corrected an issue where some External API records were not displayed on the Messages page.
• Corrected an issue where the Message Details section on the Subscriber page did not work as expected when a row was selected.
• Corrected an issue in the Send SMS action block for sending a premium SMS where the Multi-Step editor did not accept Tariff input when the Organization had only exactly one Premium Short Code assigned.
• Corrected an issue where the Live messages page was unable to generate a CSV report.

UK - Released on November 1, 2022

US - Released on November 3, 2022

Enhancement

• Enhanced the Canned Response create and edit pages to display only applicable Customer Care Programs in the selectable Program(s) box.

Bug Fixes

• A variety of system security improvements have been made.
• Corrected an issue where Input blocks in the Multi-Step Program are not executing reminder MTs.

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Note:

The Program session requires a longer duration than the reminders to execute correctly.

• Corrected an issue with the Export Users functionality.
• Corrected an issue with a multi-step program where Session Variables were not saved after a delayed action.
• Corrected an issue where the Customer Care Program actions 'Send, Reassign, and Unassign' were not immediately updated for admin users. The chat session display is now continuously updated for all user roles.
• Corrected an issue with the Unassign feature where a Customer Care Agent would unassign themselves and then click Next in Queue, but remain assigned. Updated the Next in Queue policy so that the next chat session in the queue is the oldest, open, unassigned message with any awaiting MO message. It means that if an Agent has already responded with an MT (not including the automated Agent response) it will not be part of the Next in Queue feature, so open chats will not be assigned again if they have already had an Agent respond.

UK - Released on October 3, 2022

US - Released on October 7, 2022

Enhancements

• Created multiple Excel sheets within a download for Master Stop List, Short Code Stop List, Black List(s), and Merchant Stop List when the Excel row limit hits the maximum number of rows.

Customer Care Specific Enhancements and New Features

• Updated the Time, Request, and Last Message columns not to include the Automated Agent response.
• Updated the Request column to be sortable.

Bug Fixes

• Corrected an issue where External APIs were not visible in the Services drop-down menu.
• Corrected an issue with duplicate entries when using the Assignment features on the Chat Session Page.
• Corrected an XSS error on the Edit Broadcast and Messages Page.
• Corrected the Contact Us URL in Error Messages to rebrand to Kaleyra from mGage.
• Corrected an issue wherein the pre-populated start and end date/time fields obtain values based on the server's timestamp instead of the organization's timestamp when creating a variety of Interactive Programs.
• Corrected an issue with the start and end date/time fields being altered upon saving a Text Response Program.
• Corrected an issue wherein the required Campaign field was navigating to an error page rather than the error messagingand displayed near the appropriate field on the create Text Response Page.
• Corrected an issue with the Help accordion on the right side of the screen on the Multi-Step and Interactive Program Pages.
• Corrected a latency issue by removing the new message notification feature on the Chat Console page.
• Corrected an issue with Canned Responses by adding unique coding into the message body upon insertion.
• Corrected an issue with the summary number of entries being displayed on the Chat Console page.
• Corrected an issue with delays on the Messages page when selecting details.

UK - Released on September 7, 2022

US - Released on September 8, 2022

Enhancements

• Added a new Filter By Channel option for RCS messages on the Messages page.
• Updated the logic of the Send Bulk API request to do a compliance check against all Stop Lists pribeforending a message.
• Enabled the ability to export large messages in a report without causing an Out of Memory error. The upper limit will remain at 1 month of data.
• A variety of security enhancements has been included in this release.

Customer Care Specific Enhancements and New Features

• Updated the verbiage under the My Follow Up section on the Chat Console page to provide more clarity when a user does not have any assigned chat sessions awaiting their reply. Instead of No Chat Sessions being displayed, the system will now display No Chats Awaiting A Response (that is, an Agent either has no tickets assigned or has replied to all active chat sessions assigned).
• Added text wrapping to the Last Message column (where message text is displayed) and update the message display to be based on the last activity (rather than only showing the last inbound message).
• Updated the Filter By Agent option on the Chat Console page to be in alphabetical order with Unassigned at the top then followed by ascending order of Agent first letter. Upper case Agent names will display first, followed by lower case Agent names.
• Added a new column to the Chat Console Page titled Request that displays if the message was inbound from an end user (MO) or outbound from an Agent (MT).
  • MO = Inbound Message
  • MT = Outbound Message (that is, Automated Agent Response, Agent Response, and/or Canned Response)
• Updated the Last Message column header on the Chat Console page (where the date and time are displayed) to Time and updated the timestamp to be based on the last activity (instead of the last inbound message).
• Condensed the white space on the Chat Console Page, as well as added the Apply and Clear Filter" buttons to the bottom of the page to allow for easier filtering.
• Updated the alignment as well as the clarity of the icons and URLs on the right-hand side of the Chat Console page.
• Added a new report titled Chat Session Summary for customers utilizing the Customer Care Program. This report will provide a summary of session counts by resolution status with the ability to filter by Agent, and with a selectable timeframe over the past 13 months.

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Note:

This is only applicable to customers utilizing the New List Manager service and those within the United States.

• Added new functionality to allow Agents to complete a bulk action (that is, Reply or Resolve multiple messages) on the Chat Console Page.
  • Bulk Reply will allow Agents to respond to multiple end-users at once by selecting the applicable chat sessions and clicking the Canned Response icon located directly above the table. A pop-up will be displayed and the Agent will be asked to select a predefined Canned Response, which is not editable. The Agent performing the bulk action must be assigned to the chat sessions or be responding to an unassigned session for this action to be successful. If the Agent attempts to respond to a closed session or assigned session, the bulk action will fail and only be sent to those which are allowable. A pop-up message will be displayed showing which phone numbers were unsuccessful and providing a reason for the failure. There are no restrictions around the number of times an Agent may perform this action; however, once performed, this action cannot be undone.

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    Note:

    If an Agent is performing this action across multiple programs, it is imperative to make sure the correct canned response Title is selected. If there are duplicate Titles, this may indicate that different programs named their Canned Responses the same Title, but the message may be different. It is advised to perform this action one program at a time.

  • Bulk Resolve will allow Agents to close/resolve multiple chat sessions at once by selecting the applicable chat sessions and clicking the Resolve icon located directly above the table. A pop-up will be displayed and the Agent will be asked to select a resolution status from a drop-down menu. The Agent performing the bulk action must be assigned to the chat sessions or be resolving an unassigned session for this action to be successful. If the Agent attempts to resolve an already closed session or assigned session, the bulk action will fail and only be completed for those which are allowable. A pop-up message will be displayed showing which phone numbers were unsuccessful and provide a reason for the failure. There are no restrictions around the number of times an Agent may perform this action; however, once performed, this action cannot be undone.
• Added new functionality to allow Agents to create, edit, and delete Canned Responses on the new Canned Response Maintenance page. This is located under the Services tab > Canned Responses or via the Canned Responses quick link on the Chat Console page. The title of the Canned Response is limited to 255 characters and is important as it will be used as the identifier of the Canned Response used by Agents during their chat sessions. A timestamp of the Agent who created and last edited the Canned Response will be logged and available for review. The message body of the Canned Response is limited to 160 characters. If the message body exceeds 160 characters, the message may be split into multiple messages. There is an option to restrict which Customer Care Programs may utilize the Canned Response, which is editable.
• Added new functionality to allow Agents to send Canned Responses on the Chat Session Page. This action is performed by selecting the Canned Response icon in the editor (directly to the right of the smiley face). If selected, the Agent will be provided a drop-down list of all available Canned Responses for the applicable program. The Canned Response will be displayed by the Titles that were created on the Canned Response Maintenance page. An Agent can free type the Title of the Canned Response or scroll through the drop-down menu of available Canned Responses. When a Canned Response is selected, the Agent will then click the insert button to add the associated message text into the editor field. Once the message text is populated, it can be sent as-is or edited prior to sending the message. The message body of a Canned Response is limited to 160 characters. If the message body exceeds 160 characters, the message may be split into multiple messages. The Canned Response icon will appear in the chat session history indicating that the Agent utilized a Canned Response, regardless of whether they edited the message. This is to differentiate between Automated Agent Responses and Free Form Agent Responses.
• Added a new Customer Profile Fields input block to the Message Details section of the create/edit Program screen, and added a new fixed customer profile display to the Chat Session Page. This is an optional feature that allows organizations to manually add customer attributes to a profile screen that is readily available for Agents to utilize during their chat sessions.
  • If used, it is imperative the user inputs the correct property name in the input field for the attributes to display appropriately. Enter each profile field on its own line and in the order to be displayed on the profile.
  • If an Organization elects not to use this feature, the profile will remain relatively empty with the exception of displaying the available default data (that is, phone number).
• Updated the New Message pop-up notification for the Customer Care Program to only display/chime when there is a new unassigned message or a new message for a chat session that is assigned to the Agent who is logged in. An Agent can adjust these sound settings by clicking on My Chat Settings on the Chat Console Page.

Bug Fixes

• Corrected an issue wherein the Customer Care Program was not allowing Administrator Roles to be selectable in the Reassign drop-down menu. Both Agents and Administrators are now visible in the drop-down menu under their respective roles.
• Corrected an issue wherein the Customer Care Program was displaying the Right now, there are no further chats in the queue message for a limited time. The user will now have to click OK to close this pop-up window.

US - Released on August 25, 2022

Enhancements

• Increased compliance measures by removing the ability to 'Export via Email' from the Blacklist, Merchant Stop, Shortcode Stop List, and Live Pages.
• Added the option to upload a file for the Send Broadcast action for MMS message types within a Multi-Step.
• Created a new Status API endpoint for New List Manager that returns a full status update for an MSISDN.

Customer Care Specific Enhancements and New Features

• Added a new resolution status of "No Response Needed" for the Customer Care Program.

Bug Fixes

• Corrected an issue with MMS URL uploads for Send Broadcast Action types.
• Disabled the reply and publish actions for Opted Out MSISDNs in the Customer Care Program on the Live Page.
• Corrected multiple input issues related to the Send SMS action in the Multi-Step editor.
• Updated the logic for New List Manager to display Stop and Help MOs on the Live page.
• Mitigated confusion by only displaying RCS Agents on the RCS Broadcast page and Short Codes on traditional SMS/MMS Broadcast pages.

v7.0.55 (UK)

UK - Released on August 22, 2022

Enhancements

• Increased compliance measures by removing the ability to 'Export via Email' from the Blacklist, Merchant Stop, Shortcode Stop List, and Live Pages.
• Added the option to upload a file for the Send Broadcast action for MMS message types within a Multi-Step.

Customer Care Specific Enhancements & New Features

• Added a new resolution status of "No Response Needed" for the Customer Care Program.

Bug Fixes

• Corrected an issue with MMS URL uploads for Send Broadcast Action types.
• Corrected an issue with ListID API calls not displaying the MSISDN upon upload.
• Disabled the reply and publish actions for Opted Out MSISDNs in the Customer Care Program on the Live Page.
• Corrected multiple input issues related to the Send SMS action in the Multi-Step editor.
• Mitigated confusion by only displaying RCS Agents on the RCS Broadcast page and Short Codes on traditional SMS/MMS Broadcast pages.

UK - Released on July 27, 2022

US - Released on July 28, 2022

Enhancements

1. Added a file upload option for the Send MMS action within a Multi-Step Program. Users now have the option to select and upload a file or provide a multimedia URL.
2. Modified the Broadcast History Page (Queue Control) to only return 90 days of data rather than an indefinite range of data.

Customer Care Specific Enhancements and New Features

1. Updated the Customer Care Program to allow both list actions (“Save to List” or “Do Not Save Entries to List”) when the Organization enables the List Permission. This allows users to save telephone numbers from a Program to a new or existing List in the event they would like to utilize the List again in the future.
2. Updated the Customer Care user interface and added filter functionality to the Chat Console table.

       a. Users may now filter and/or sort within the Customer Care feature.        

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Note:

The user interface was designed to be consistent with the Messages Page and Live Page within Communicate Pro.

       b. The default view for the filter is set as all programs, all agents, all active (non-resolved) chat sessions for the past 24 hours, sorting from oldest on top of the table. Closed sessions are useful for historical and reporting purposes, but will not be displayed unless specifically filtered upon.
       c. After a user alters the default filter, their settings will remain active until they exit the browser. Reminder: the filter will not be applied until the user selects the "Apply Filter(s)" button on the Chat Console Page. Additionally, if the user selects "Clear Filter(s)," the default view will be reapplied automatically.

Updated existing as well as added new icons to the Chat Session Page:

1. Updated the existing "Back to Session" icon on the Chat Session Page.

   • The "Back to Session" icon is now displayed as a back facing arrow on the far left side of the menu. Upon mouse hover, the icon will be identified as "Back to All Sessions." Upon mouse click, the user will navigate to the main Chat Console Page.

2. Added a new icon and feature to Unassign an Agent from a chat session.

   • Upon mouse hover, the icon will be identified as "Unassign Agent from Chat Session/Send Session Back to Queue." The icon is displayed as an Agent with an "X" in the corner. Upon mouse click, a pop-up box will appear asking the user to confirm their desire to unassign the session from the assigned Agent. The unassignment action with a time stamp will be displayed in the editor for historical purposes. This functionality is available to any Agent regardless of assignment. An Agent's use of this feature should be managed in accordance with the company's guidelines.

3. Added a new icon and feature to Reassign the chat session to a different Agent.

   • Upon mouse hover, the icon will be identified as "Reassign Session to a Different Agent." The icon is displayed as an Agent with a circular arrow around it. Upon mouse click, a pop-up box will appear asking the user to select an Agent from the drop-down menu if they wish to reassign the session to. An optional comment box is available if the user would like to provide an explanation about the change. The comment box has a 255-character limit. The reassignment action with a time stamp, and the optional comment will be displayed in the editor for historical purposes. This functionality is available to any Agent regardless of assignment. An Agent's use of this feature should be managed in accordance to the company's guidelines.

4. Updated the existing "Close Session" icon on the Chat Session Page.

   • The "Close Session" icon is now displayed as a text bubble with an "X" toward the right side of the menu. Upon mouse hover, the icon will be identified as "Close Session." Upon mouse click, a pop-up menu will appear and the user will be able to resolve the chat session accordingly.

5. Added a new icon and feature to select the next available chat session in the queue from the Chat Session Page.

   • Queue management is triggered by an Agent clicking the "Next in Queue" icon. The icon is displayed as a text bubble with a forward facing arrow on the far right side of the menu. Upon mouse hover, the icon will be identified as "Next in Queue." Upon mouse click, the Agent will navigate to a new chat session, and become assigned upon entry into the session. Queue management segments the data for each Agent based on the Program(s) they are associated with. From those available Program associations, the Queue will select the oldest chat session that is unassigned and requires a response from a customer.
   • A new "Next in Queue" icon/quick link is available from the main Chat Console Page as well. The functionality is the same regardless of if it is selected from the Chat Session Page or the Chat Console Page.

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Note:

Agent assignment used to be manually triggered only when an Agent replied with an Agent-MT response after selecting a chat session from the Chat Console Page. With Queue Management in place, an Agent will become automatically assigned to a chat session upon entry into the session. There are several ways to become assigned to a session: select a session from the Chat Console Page, Click Next in Queue from the Chat Console Page, assume responsibility of a session upon being reassigned to the session. The Agent is responsible for the resolution of the chat session or they may Unassign or Reassign the session as deemed appropriate by their company's guidelines.

6. Updated the Chat Console Page to display the "locked Agent" (the assigned Agent) instead of the "last Agent" (the Agent who sent the last MT) in the Agent field of the table.

Additional ways of determining who the chat session is assigned to:

• Click into a chat session and the Agent who is assigned to the chat session will display in bold font in the "Agents in this Session" section of the page. Note: This is only applicable if the Agent is in the session.

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Note:

This is only applicable if the Agent is in the session.

• Click on the "Unassign Agent" icon and the assigned Agent name will be displayed.

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Notes:

• If the customer decides to customize their user interface color onheme, the icons will display with the appropriate company selected colors.
• There are chat indicator lights displayed in the Chat Session Page. Green indicates an active Chat Session for an assigned Agent. Orange indicates a Chat Session is assigned to another Agent and you are in read-only mode, meaning the editor is no longer visible and you are not able to close the session since you are not the assigned Agent. Red indicates the Chat Session is closed (i.e. resolved), meaning you are in read-only mode for historical purposes.

Bug Fixes

• Corrected an issue where the Multi-Step Program name did not wrap.

UK - Released on July 5, 2022

US - Released on July 6, 2022

Enhancements

• The Multivariate Broadcast feature now allows the user to apply targeting rules to a List that is selected, similar to what is available for SMS Broadcasts.
• List Upload/Update Results are now available for user review for a period of 30 days (instead of 7 days).

Customer Care Specific Enhancements

• Updated the "Agents in this Session" section to display a near-real time refresh rate, even if an Agent closes the web browser.
• Unauthorized Agents will no longer show up in the “Agents in this Sessiontosection.
• Updated Agent assignment rules:
  • If an Agent is the first to answer a chat session, they will be assigned in the Agent field of the table.
  • If an Agent has not yet been assigned, the Agent field of the table will remain empty.
  • The Agent who resolves the chat session will be listed as the assigned Agent in the table, as well as for historical purposes.
• Enhanced the "Waiting" and "Follow Up" sections of the Chat page to the following functionality:
  • The "Waiting" section is renamed to "Total Waiting."
    • This section accounts for all chat session(s) that are awaiting an Agent MT-reply, regardless of Agent assignment.
    • Customer Care program name(s) will be displayed when a program has at least one session awaiting a reply. If there are no programs awaiting a reply, the program name will not be displayed.
    • This section accounts for a chat session in an open/active status only, not end resolutions.
    • This section has a 6 months retention policy.
  • The "Follow Up" section is renamed to "My Follow Up."
    • This section accounts for all chat sessions(s) that are awaiting the assigned Agent's reply (i.e. must be logged in as the assigned Agent to view their assigned chats).
    • Agent name will be displayed when the assigned agent has at least one session awaiting a reply. If there are no sessions awaiting a reply, “No chat sessions” will be displayed.
    • This section accounts for a chat session in an open/active status only, not end resolutions.
    • This section has a 6 months retention policy.

Bug Fixes

• A variety of security improvements have been made as part of this release.
• A tooltip in the Queue Control Throttle Broadcast Page was updated to display the correct verbiage.
• A view/scroll issue with MMS MO Images on the Live Messages Page has been corrected.