Updates


New

  • You can now start a WhatsApp conversation with a new contact. This means you can start the conversation without having to get a message from the contact first.

  • You can now use the 'c' keyboard shortcut to create a new case and '/' (forward slash) to start searching.

  • The last used outbound mailbox and WhatsApp channel will be selected when creating the next case.

Improved

  • WhatsApp contact names are now added to the contact details when a new WhatsApp conversation starts.
  • We improved the way draft messages are stored to improve performance and reliability. (we recommend you use the latest version of Chrome).
  • We increased the height of the compose area for forwarding messages and cases so that you can easily see everything you're about to forward.
  • We increased the speed of previewing messages in the inbox and case view. You can now easily read messages from the inbox and related cases from the case view.

Fixed

  • We fixed an issue where links were not working in plain mode.
  • We fixed an issue where load more would automatically scroll down after clicking it.

Paste tables

You can paste all kinds of tables and lists in to your email when Rich text view is enabled.

New

  • You can now switch between Plain mode and Rich mode. Rich mode displays all markup so that you can easly see tables and images.
  • You can also paste rich content in to the compose area like Excel tables or lists with styling.

You can change this setting via User Menu > Settings > View settings.

  • You can now force each new email to start it's own case by appending the case-id to the subject. This is handy for when you're forwarding forms to the Casengo Inbox with the same subject name.

You can change this setting for each mailbox in Admin > Channels > Email > Edit channel > Enable "Append Case-ID to subject when creating new cases".

Improved

  • We re-engineered the way emails process for security and performance improvements (OWASP).
  • We improved the interface speed while chatting with a customer.

Fixed

  • We fixed an issue where the HTML signature would send as a block of text rather then HTML.
  • We fixed an issue where forwarded cases displayed without new lines.

Paste tables

You can paste all kinds of tables and lists in to your email when Rich text view is enabled.

Change view settings

You can change this setting via User Menu > Settings > View settings.

New

  • You can now communicate with your colleagues in cases by using the @mention in a comment or log call message.
  • You now get notifications from your colleagues when you are mentioned so you can easily help them where needed.
  • You can now mark notifications as read or unread so you can come back to the cases at a later moment.

Improved

  • We have improved the security screening for incoming emails.
  • We have improved the way messages are threaded in Outlook clients.
  • We have improved the pagination in search results so large results sets are properly displayed.

Fixed

  • We fixed an issue where the German language in our app would break.
  • We fixed an issue where mail content would overflow the browser window.
  • We fixed an issue where you could not expand a message in the message preview.

How does mentions work?

  1. Type a @ character in a comment or log call and follow with the first few letters of the name in a comment.
  2. Select the agents that you want to mention from the list.
  3. The mentioned agents will get a notification with a link to the case.

Notification center

  • Live updated push notifications
  • Easily see unread notifications
  • Mark notifications read or unread
  • Scroll through old notifications

New:

  • You can now add all email contacts (TO, CC and BCC) of a existing message to your new draft. This makes sure that you don't forget to add a contact to a reply and saves you time for not having to add contacts manually.

Improved:

  • We have increased the width for the case subject. The transcript and collaborator buttons are now in the options menu on the right of the case status.

The transcript options allows an agent to send a transcript to the customer or any other other contacts. Recipients can not reply to the transcript.

Collaborator options allows an agent to invite a third-party to help with the case. The collaborator will receive an email with the case information and additional comments the agent may have added.

The collaborator can reply immediately from his email client to the agent. The customer will not see the message.

Fixes:

  • We fixed an issue where a many contact names in the CC would break the contact information pop-up.

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


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