Product updates


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

New:

  • 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!

Improvements:

  • 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

Fixes:

  • 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

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

Ontvang updates per e-mail




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


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