June 8th, 2025

New Feature

Improved

Bug Fix

35: Disposition Management, Facebook Channel Management and User Experience Consistencies

Dispositions Management:

  • Disposition Channel Assignment: You can now assign channels to dispositions while creating them. You can do this by:

    • Clicking on the dropdown field before the disposition name.

    • The default selection is All (This represents All channels) and will be visible on all channel conversations.

  • Disposition Filters: You can filter dispositions by channels for a quick search.

Facebook Channel Management:

  • Super admins can disconnect Facebook accounts and can see the total number of disconnected Pages and the ability to reconnect them.

User Experience Improvements:

  • Super admins can order active conversations by Time received and Channel so that I can attend to specific conversations first. The default order is the Time received

  • The current channel priority ordering is: LiveChat → WhatsApp → SMS → Facebook →
    Instagram

Improvements:

Autonomous Email Transcript Management

  • Multiple Email Recipients: Admins can now add multiple email addresses for
    conversation transcript delivery

  • Batch Email Processing: Handle multiple comma/space-separated emails pasted
    simultaneously

  • Real-time Validation: Immediate email validation with error handling for invalid and
    duplicate emails

Bug Fixes

  • Smart Trend Indicators: Average Resolution Time now uses appropriate color coding.

    • Green: When resolution time decreases (positive trend)

    • Red: When resolution time increases (negative trend)

  • Agent Profile Update Issue: Fixed bug where updating agent profiles incorrectly added
    records to clientsToAnswerFor, affecting conversation visibility.

  • Text Follow-up Conversation Management: Resolved issue where follow-up
    messages were creating new conversations instead of maintaining existing ones. We also Improved the separation between live chat and text follow-up functionalities.

  • User Deactivation: Deactivated user is logged out immediately. Super admins can now
    log out a user from the platform.

  • Chat Transcript Email Dates: Corrected date display inconsistencies in email subject
    lines.

  • Accurate Unread Counters: Fixed unread message counters to show only genuine
    unread messages

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