Communicate Pro

v7.0.57

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 prior to sending 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 for customers utilizing the New List Manager service and who are within the United States only.

  • 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 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.

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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 Organization's 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 in order 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.

Previous Release Notes

v7.0.55

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.
Status CodeDescriptionDetails
1In the ListThe number is present in the List.
0Not In ListThe number is not present on the List.
-1Short Code Opt OutThe number is on the Short Code Stop List (for a given short code).
-2BlacklistedThe number is present on the Org Blacklist.
-3DeactivatedThe number is present on the Deactivation List.
-4Org Level Opt OutThe number is present on the Org Level Stop List.

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 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.
  • 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.
v7.0.53

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 (โ€œSave to Listโ€ or โ€œDo Not Save Entries to Listโ€) 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 to 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 that 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.

  1. 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 scheme, 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.
v7.0.52

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 โ€œAgents in this Sessionโ€ section.
  • 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, โ€œNo chat sessionsโ€ 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.

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