Updates


Design update:

  • New design elements. We introduced new look and feel of the app with fresh style elements and more balanced color palette, making the interface more appealing and consistent over all.
  • Timeline & stacked messages. Chat conversations take way less space, because we now stack all chat messages in such a way that the dates are now obvious at a single glance.
  • New avatars. It’s now a lot easier to distinguish between conversation participants, whether they’re colleagues or customers. We used colours, patterns and initials to make clearer distinctions between avatars.
  • Improved related conversations. You can now easily preview and navigate old conversations whilst responding to the customer - without leaving the current conversation. No need to open and switch between tabs.
  • Quick collaboration. The forward case button is now in a more prominent place so you can easily invite others to help you answer your customers.
  • Email delivery verification. We removed the email delivery verification icon. We’re happy to say it had turned into an obsolete detail: over the last 6 months, our email solution shows a 99.98% correct delivery figure. So from now on, you’ll only notice an icon if an email was not delivered - which rarely happens.

Improvements:

  • Big counts in inbox are now in K's (999+) for teams and filters
  • Avatar now has an online indicator
  • Contact column in inbox now shows an avatar
  • Prevent navigation for label selector and other pop-up menu's resulting in undesired navigation
  • User menu now opens on click only to prevent mis-clicks
  • Unassigned is renamed to Unassigned Channels and is now at the bottom of the inbox list
  • Forward case is now collaborator case and moved to the middle for immediate access

Fixes:

  • Fixed an issue where attached labels from chat widget are not visible for new cases in case list
  • Fixed an issue where load more messages should keep the messages loaded inside a case when switching
  • Fixed an issue where the 'needs a reply' icon does not show correctly for newly created cases while in case list

New:

  • You can now choose what language your knowledge base must be set to. English, Dutch, German, French, Russian or Portuguese. These settings are accessible via Admin > Knowledge Base > Settings

Improvements:

  • Improved the email templates:

    • removed conversation history from messages to customers (normal messages, forwarded messages)
    • removed sender name and sent date from messages send to customers (normal messages and forwarded messages)
    • removed dotted lines in all templates
    • reduced white space in all templates
    • removed anchor HTML tags from plaintext versions
    • changed template CSS to fix issue with Apple Mail where email is too much to the left
    • fixed issue where text was too small on mobile Apple Mail
    • some translation fixes
  • Increased search limits for message so that searching for cases on a word appearing late in a conversation message shows up in the search results.

Fixes:

  • Fixed an issue where replies from cc/bcc recipients to a case did not go to the case if email when forwarded
  • Fixed a bug when a user loaded more messages from a case and switched away from that case and back, all loaded messages had to be reloaded
  • Fixed an issue when new chat / email cases were pushed to the case list with a live update, they did not show the labels attached to them in the case list
  • Fixed an issue when a message was pushed to a case in the case list with a live update, the case's 'unread' (bold) and 'needs a reply' (red dot) were sometimes incorrect
  • Fixed an issue where emails with undisclosed recipients could not be fetched

New:

  • You can now setup an auto-reply for WhatsApp Web channels. This makes it easy to automatically respond to a customer, even when you are not logged in. One auto-reply can be set per number.
  • You can now support group email accounts by adding the case-id in the subject. Replies from cc/bcc recipients will now go the case case. You can even force messages to go in a case by adding the case-id in the subject. This feature is on request. Please contact us for more information.

Improvements:

  • Cc/bcc recipients of outgoing emails are now registered as case collaborators, so their replies go in to the same case. When an incoming email creates a case, all recipients become case collaborators. As a result their responses will go the case too.

Fixes:

  • Fixed an internal bug to reduce false positive errors for whatsapp

New:

  • You can now choose a routing mode for your live conversations. Live conversation routing has two modes, Normal and Availability. In Normal mode new chat messages from customers will send notifications to all agents. In Availability mode, chat conversations are put in a queue. Agents can pull chats from this queue. Agents will only receive notifications about chat cases which they own. Read more.
  • You can now choose if the first agent who opens the case becomes the owner automatically. These settings are accessible via Admin > Knowledge Base > Settings.

Improvements:

  • Improved search results in quick search by ordering them from new to old
  • Improved the speed of autosaving in compose messsage area so that when you switch cases your input is stored locally

Fixes:

  • Fixed an issue where phone number and company were not editable
  • Fixed an issue where clicking on the close icon of a notification redirected to the inbox

Ontvang updates per e-mail




Casengo's product owner Ernst plaatst hier updates met betrekking tot de Casengo applicatie.


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