Updates

Improvements

• 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.

Improvements

• 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.

Performance update

Good news! The Casengo application just became a lot faster. With a big increase in the number of incoming messages through WhatsApp and Chat, it was time to upgrade to servers that are 4 times more powerful than our old ones. (By the way, all your data has been migrated successfully and securely.)

This was just a first step in our efforts to make Casengo faster than the speed of light. So I’ll keep you posted on new updates to come.

May the speed be with you.

Features

• Reporting: Filtering is now possible based on 'Week Numbers’. After selecting the appropriate year and week, you’ll get an overview of the number of cases in each of the statuses for every hour of every day.