• You can now add a custom script to any of your FAQ's. This means you can add your own Google Tracking code, add your own Fonts, or simply write your own header in HTML. Go to Admin > FAQ > Settings and add your custom scripts!


  • Improved some styling fixes for the notifications and settings popup
  • Improved the way notifications hide after clicking on either the browser notification or in-app notification


  • Fixed an issue where the notification sound keeps ringing on a new message
  • Fixed an issue where the name of a contact was not correctly displayed for WhatsApp contacts
  • Fixed an issue where the notification message content could be so long that the notification was pushed out of the browser window


  • Introducing a chat widget for every brand. Brand each widget with your brand's identity (located under Admin > Channels > Chat > Brand dropdown)
  • Introducing the disable or enable switch in pre-chat widget for FAQ articles. If disabled the question in the pre-chat will not trigger a search in the knowledgebase of the brand. (located under Admin > Channels > Chat > Settings).
  • Fixed an issue on the chat-widget page where uploading an attachment might fail
  • Fixed an issue where All / My cases for Agents did not cover custom teams


  • Searching for cases by email address will now match exactly and return all cases from that contact
  • Removed the Casengo morse code in the email template (--..--.--.--) and replaced it with "Reply above this line"
  • Fixed an error on the password reset page that did not send a reset email when requested
  • Improved reliability for emails sent from Yahoo

The Mobile App for iOS and Android are currently not functioning. Therefore we have pulled both applications from the app stores. Our apologies.

To make sure that you can access your Casengo on the go we improved the mobile view of the web application. Simply go to login.casengo.com/agent on your phone and you will be able to log in, get new conversations and reply to your customers.

Email notifications:
There are currently no native notifications. We highly suggest that you go to your Casengo Inbox from your desktop and enable email notifications. Make sure you forward them to an email address that is connected to a mobile application that has notifications like Gmail (highly suggested, immediate notifications). Every notification email has a link that takes your directly to the case on your phone so that you can reply.

Add to home screen:
You can add the Casengo inbox to your home screen by visiting the page on your phone and add it to your home screen via the share menu. This helps you to access Casengo faster.

Next version:
To suit your needs and extend our web based application to serve mobile users better, we'd like your feedback. Please visit https://www.casengo.com/feedback and share your list of must have's so we can address them in future updates.

Teams update is very well received but there is always room for improvement. The following updates have been made based on customer feedback.


  1. Default ordering of search results is now new > old
  2. You can go back to the search results by repeating your search

Bug fixed:

  1. The incorrect time was displayed under updated in the case list. This was last activity instead of last message sent.


We've received a lot of feedback about the update event.

Every time something changes inside a case, we update it in the case list. For example when a label changes, the updated time changes.

As a customer you relied on the update time to be change on new messages only. This is helpful when you want to sort old to new to resolve the oldest cases first.

To fix it, we've changed it so that new messages only change the update time.

This way you can continue to rely on sorting so that you can help the oldest customer first.


The Pending state is no longer in the default filter.

If a case is in pending, a new message from the customer will automatically change it to Open state. So you will never miss a message while keeping your inbox clean.

Thank you.

Update 12:14

All system operational. All accounts are fully restored.

Update: 9:14 AM

Application has restarted.
All cases are being re-indexed. This will take about 3 hours.

Check: Application
Date: May 20, 2017, 7:08 a.m.
Server: login.casengo.com
Check Type: HTTP(S)

Total Downtime: 3h 0m 1s

Update: 9:08 AM
We've deployed the new version. Starting to index all cases.

Update: 8:41 AM
Servers are currently being upgraded.

Update: 6:00 AM
Stopping all severs and starting the data migration.

We're going to release Teams this Saturday (May 20, 6AM GMT+2). It will take about 3 hours to update the servers and another 3 hours to index all cases. Your conversations will be stored and retrieved after the servers are restarted.

If you want to stay in the loop you can sign up for email updates or come back at this page to read the latest news.

If you have any questions please email us: support@casengo.com.

Learn more about teams here: https://www.casengo.com/teams.

This page will be updated when we have news.

Some of our customers reported the following issues (around 06:30AM CET):

  • Agents couldn’t log in;
  • Visitors couldn’t see any FAQ Articles;
  • Agents couldn’t use Quick Replies

At 7:15AM CET the login issue was resolved.

At 10:00AM CET the FAQ and Quick Replies issue was resolved. All active agents were notified in-app about a necessary downtime of 5 minutes to fix the issue.

Update: 11 August 2016

After investigation of the issues above, we found out that an upgrade of our server-provider AWS caused the deployment process to slow down considerably. (Even though the upgrade should’ve speeded things up.) In collaboration with AMS we made sure these issues will never happen again.

Update 16:43 (GMT +2)

Services have started and Casengo is accessible.

Update 16:15 (GMT +2)

Migration has been completed. Reconnecting and starting the system.

Update 15:10 (GMT+2)

Update is still in progress.

Update 14:01 (GMT+2)

Amazon Database is now upgraded with the latest update. After this update the maintenance is completed. Expected next update 1.0 hr.

Update 13:09 (GMT+2)

First of two phases successfully released. We are currently testing and will move to the last phase of the upgrade soon. Expected next update 1.0 hr.

Update 12:00 (GMT+2)

The replica has been made. We are now proceeding with the migration. Estimated time 1.0 hr for next update.

Update 10:06 (GMT+2)

Amazon is taking longer than expected to make a replica of the database. Expected time to completion is 1.5 hr.


For an even more reliable (and possibly faster) Casengo, our hosting partner (Amazon Web Services) has planned to upgrade our database.

This upgrade will take place on Sunday June 12th, starting at 9 CET (GMT+2). During this time, you’ll likely experience some downtime. (The total estimated downtime is around 2 hours.)

We know this is short notice, but because the upgrade has to take place as soon as possible, we’ve looked for the time when the fewest of our customers are active. And Sunday morning is the best option.

During this upgrade, you can follow this page for the latest status.


  • New WhatsApp and chat notifications will disappear as soon as someone else has picked up the case. This makes sure that agents do not open a case that is already worked on by another agent and will lead to less frustration.
  • If you are in a case that a colleague is working on, you will automatically get access to the case once the colleague leaves it. This means, you no longer have to refresh the case to claim it.
  • You can now disable the standard ‘Start a chat’ message at the bottom of all outgoing email messages.
  • We now support long TLD (Top Level Domains) like domain.management and domain.marketing.

Bug fixes

  • Inside each case, the number of related cases (displayed by ‘Contact cases’) now shows the correct count.
  • Links in the chat widget to FAQ articles are now displayed correctly.


  • To manage incoming questions faster and assign labels to each message, you can now do so from inside the inbox. It’s no longer necessary to go into a case to do this.
  • As promised last time, we’re working hard to continuously increase the speed of Casengo. Because of a database upgrade, messages inside the inbox are shown 30% quicker when selecting the different filters.
  • Reporting: Not only has the loading time of the reports been increased, it’s now also possible to filter based on week number.
  • We’ve increased the limit on the number of search results for each query from 30 to 3000 to make it easier to find the right case.

Example of labels in inbox:

Bug fixes

  • The issue in Outlook that (sometimes) didn’t recognize email addresses is now resolved.
  • The rare sound notification issues are resolved to ensure you receive a new notification every time a new message comes in.
  • The issue of Quick Replies occasionally showing ‘undefined’ is resolved.

Get email updates

Casengo's product owner Ernst posts updates regarding the Casengo application.


If you have feedback or ideas please visit Feedback and let us know. Thank you!