Updates


Improvements:

  • 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

Improvements:

  • 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

Mobile:
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.

Improvements:

  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.

Updated

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.

Pending

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.

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


Feedback?

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