Week of September 25th

Enhancements

Read Receipts

We are excited to introduce a new feature that enhances transparency and efficiency within agent-customer interactions. Agents can now view the exact timestamp when a customer reads a message, providing improved clarity in conversation management.

Key Highlights:

• Read Timestamp Visibility: Agents can now see the time a customer reads a message in the Agent Workspace. This goes beyond the current two blue ticks, offering more detailed insights for better decision-making during conversations.
• Enhanced Agent Control: This feature helps agents avoid prematurely closing conversations by confirming that customers have had sufficient time to respond after reading a message.
• Efficient Customer Engagement: With access to the read timestamp, agents can better time their follow-ups, contributing to a smoother and more responsive interaction.

Upgrade Instructions:

• For Agents: Start leveraging this feature by checking the timestamp that appears next to the blue ticks on any message within your conversation window.
• For Administrators: No additional configuration is needed for this feature. It will be automatically available for all agents using the Conversational Cloud platform.

Benefits:

• Improved User Experience: Ensures that agents can provide more thoughtful and responsive service by confirming when a customer has read their messages.
• Streamlined Workflows: This feature reduces the likelihood of miscommunication or premature conversation closures, leading to more efficient interactions.
• Customer Satisfaction: By offering a more measured and considerate approach to closing conversations, agents can foster stronger customer relationships.

Enhancements

Transfer Conversation by Agent - Enhancement 

We are excited to announce the addition of pagination and search functionalities to the Transfer Conversation tab for our agents! This enhancement significantly improves your experience by reducing scrolling and streamlining access to transfer options.

Key Enhancements

• Pagination Added: The Transfer tab now includes pagination controls, allowing agents to navigate through a large number of transfer options efficiently.
• Search Capability: Agents can now use a search bar to find specific agents in transfer options, enhancing ease of use and reducing time spent finding relevant items.
• Improved Performance: With pagination and search, the Transfer tab operates more smoothly, providing quicker access to desired information.

Benefits

• Enhanced User Experience: Agents can easily locate and select transfer options without scrolling through lengthy lists.
• Increased Efficiency: Quick access and search capability streamline workflows, reducing response time during customer interactions.
• Improved Performance: Pagination ensures agents can manage transfer options effectively and without lag, even when dealing with many choices.

Features

WhatsApp Business Connector

Features

WhatsApp Reaction support

We are happy to announce we integrated with WhatsApp Reactions Messages to enhance user engagement and improve the customer experience. This feature allows users to respond to messages with emojis instead of sending a new message. This feature helps keep conversations tidy and adds a fun, expressive element to chats. You can react to any message by long-pressing it and selecting an emoji from the pop-up menu. It’s a great way to acknowledge messages without cluttering the chat!

Key Features:

1. Emoji Selection: Users can choose from a set of emojis to react to messages, including popular options like thumbs up, heart, and laughter.

2. Long Press to React: Simply long-press on a message to bring up the emoji selection menu for quick reactions.

3. Visible Reactions: Reactions are displayed next to the message, showing how many users reacted and which emojis were used.

4. Quick Acknowledgment: Allows users to respond without sending a new message, keeping chats organized.

Limitation:

If a consumer delete a reaction it won’t be deleted from Agent Workspace as well. (The agent will still be able to see the reaction).

Enhancements

Send Proactive messages to In-app channel from the Proactive Web Tool UI

We’re excited to share that brands can now send proactive campaigns to the in-app channel through the Proactive Web tool. In the past, this was only possible via Proactive APIs.

Consumer experience improved for Proactive messages to In-App

Now, even if consumers don't tap the push notification on their phone or have notifications disabled for the app, they will still see the proactive message from the brand when they open the chat window. This is supported in SDK version iOS SDK V6.22 and up; Android SDK V5.23.1 and up.  

Support for deep links in the Proactive message text to In-App

Brands can include deep links in their messages to guide customers directly to specific pages within their app.

Markup format to add deep links - #md#[TEXT](URL)#/md#.  Example body text: "This is a test message. Press #md#[here](https://www.google.com)#/md# to access your loan." 

This is supported in SDK version iOS SDK V6.22 and up; Android SDK V5.23.1 and up.  

Fixes

Error reporting for Proactive messages when there is already an open conversation 

If a consumer has an ongoing conversation, any proactive message will not be delivered and will be logged as a failure. Now, brands can review these undelivered messages in the failure report within the Proactive web tool, allowing them to identify and take necessary action.

Agents who are agent managers now can access Proactive Agent Experience 

We fixed a bug, so now the proactive agent experience allows users who are agents as well as agent managers to access the Proactive Agent experience.