We are thrilled to introduce Version 3.0, a pivotal update designed to enhance the omnichannel capabilities of our platform. This release empowers users with seamless management across multiple channels and accounts, and it introduces critical changes to the agent chat interface—enhancing both the way it looks and how it functions. Below is a detailed overview of the new features and improvements brought by Version 3.0.
1. Auto Navigation on Initiating Chat (Any window to Inbox like for example: Transcripts → Inbox)
What’s New?
Agents or admins can now experience a streamlined workflow when taking over a chat from the Transcripts window. Previously, once the "Initiate" button was clicked, agents had to manually navigate to the Inbox (Assigned View) to proceed with the conversation. With Version 3.0, this step is now automated.
How It Works:
Once the agent or admin clicks the "Initiate" button to take over a chat from the Transcripts view, they are automatically redirected to the Inbox (specifically the Assigned view). This automatic navigation ensures that agents can immediately see the ongoing conversation and start interacting with the customer without any delays or manual steps. This enhancement aims to increase efficiency by reducing the number of clicks and transitions needed during chat initiation.
2. Feedback Flag on Follow-up Tab
What’s New?
Managing follow-ups is now more intuitive. When an agent marks a conversation for follow-up from the Assigned window, that conversation is automatically transferred to the Follow-up tab. Additionally, a visual badge will now be displayed next to follow-up conversations to provide a clearer visual indication of pending tasks.
How It Works:
When an agent selects a conversation for follow-up, the system immediately moves the conversation to the Follow-up window. In this window, a badge (or flag) will appear, serving as a visual reminder that this conversation requires attention. This badge system helps agents prioritize follow-up conversations more effectively and ensures that no follow-up task is overlooked.
3. Select All Button in Transcripts – Tags Filter
What’s New?
Filtering tickets in the Transcripts view just became easier. A “Select All” button is now available within the Tags Filter, allowing agents to select all available ticket status types at once.
How It Works:
Instead of manually selecting multiple tags or ticket statuses one by one, agents can now click on the "Select All" button to apply all available tags simultaneously. This enhancement is particularly useful when handling large volumes of transcripts and tickets, saving agents time and effort in ticket management.
4. Agent Dropdown in Live Tab Shown Only for Admins
What’s New?
In the Live tab, a new dropdown menu has been introduced for admins, allowing them to filter conversations based on the bot or any other assigned tickets for agents. This feature, however, is only visible to users with Admin roles.
How It Works:
Admins can now filter live conversations to view specific tickets assigned to different agents, bots, or other criteria. For regular agents, this dropdown menu will not be available. Instead, agents will only see their bot conversations. This feature gives Admins the flexibility to monitor and manage a broader scope of conversations while ensuring that agents remain focused on their specific tasks. Also For admin, the by default view would be all the Bot conversation and chats that has been assigned to agents.
5. Old Transcripts Page Enabled (On Request)
What’s New?
Version 3.0 offers the ability to revert to the older version of the transcripts page for clients who prefer it. While the Old Transcripts Page remains hidden by default, it can be enabled based on client requests via a Client Feature Request (CFR).
How It Works:
Clients who wish to use the previous version of the Transcripts page can submit a request, and the feature will be enabled for their accounts. This offers flexibility to clients who may have specific needs or workflows better suited to the older interface.
6. Chronological Order Change
What’s New?
Ticket sorting has been revamped in Version 3.0, ensuring that tickets are now displayed in chronological time base order based on the last action taken on the chat. This includes actions such as ticket status changes, agent transfers, and new messages either from agents or the customers.
How It Works:
In all ticket windows—including Queue, Assigned, Follow-up, Transcripts, and Live—tickets will be sorted by the last ticket action. This means that whether a ticket status was updated, an agent was reassigned, or a new message was sent, the ticket will move to the top of the list in chronological order. This change improves visibility into the most recent and relevant ticket actions, helping agents prioritize tasks more efficiently.
7. Auto Routing Enabled by Default
What’s New?
Agent Chat Routing is now enabled by default for all clients using Version 3.0. This routing feature automatically assigns incoming chats to available agents, optimizing the distribution of conversations. While routing is enabled by default, Admins can still modify this setting in the configuration panel and choose to disable auto-routing if needed.
How It Works:
With auto-routing enabled, incoming chats will be automatically assigned to the next available agent, ensuring prompt responses and balanced workloads across the team. Admins retain full control over this feature and can disable it if they prefer a more manual assignment process.
Refer this document to change the configuration on Auto Routing System: