Product updates


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.

New:

  • We added a Typewriter style list for messages. New messages are now positioned at the bottom of the screen. This ensures that you don't have to look up and down on the screen to keep context of your customers' message.

Improved:

  • We made performance improvements to our case time line. Many WhatsApp, Facebook or Chat messages could slow down opening and closing of cases. This has been re-engineered to work faster.

Fixes:

  • We fixed an issue where 'read more' would show up temporarily on single messages when a case loads.

Update: All servers migrated successfully. The process took 4 hours and 30 minutes. No data got lost in the process.

We're going to move to new infrastructure based on AWS's new instance type. This will result in even greater performance and stability for future growth. The setup has been fully tested on our testing environments and resulted in a big performance increase.

Maintenance will start in the night of Wednesday 24 January, 2018 at 23:00 (GMT+1). The servers will be down for an expected 6 hours.

After the release, all unfetched emails will be fetched and WhatsApp QR codes can be rescanned. No messages or any other kind of data will be lost in the process.

We'll update the Casengo home page when the maintenance has been finished.

Thank you for your patience.

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


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