New Features:

Enhanced Reporting Suite:

• Organizations can now generate instant or Scheduled reports about itself and their clients which unifies performance insights across all channels.

  • Single and Multi-day Agent Reports: Track total time logged in, availability, breaks, training, meetings, utilization, and total conversations.

  • Single and Multi day Live Chat Reports by Client: Total chats, average response time, chats per hour, average chat length, and % time answering.

Social Channels (Instagram and Facebook) Post & Comment Improvements

• Agents now receive instant notifications for new posts or comments after a page connection. The new comments are auto-assigned to available agents.

• Agents own threads unless offline, when reassignment occurs automatically.

• New conversations and unread comments can be replied to from the Message Center.

Improvements

• Weekly User Email Verification Added: To enhance account security, users will now be required to verify their email once every week. This quick check helps protect your workspace and ensures only authorized users maintain access.

  

• Improved Visibility for Queued Conversations: Super Admins can now easily see all queued conversations directly in the conversation list on platform activity. They’ll receive a notification whenever a new conversation enters the queue. Clicking Jump to takes them straight to Platform Activity to manage waiting students.

  

• Instagram Channel Connection for Clients : Super Admins can now quickly glance the state of the Instagram connection from the Channels Tab in the Client details. They can see badges with the states: Connected, Expired

  • The user is also notified of call to actions when pages in the Instagram connection expire.

• WhatsApp Channel – Delivery Receipts: Agents now see two grey ticks (✓✓) when a WhatsApp message is delivered, giving instant visibility.

• Emoji Support in Reply Form: Users can now attach emojis to their responses from the emoji picker in the reply fields for more expressive messaging.

• LiveChat Language Selector: The language picker now shows a globe icon + language abbreviation e.g., ES and a dropdown arrow for better accessibility.

• Facebook Posts Likes : We currently sync Facebook posts’ likes once in a day, at midnight, to avoid rate limits.

• Facebook and Instagram Unread Counter for Posts: Posts now display an unread comment counter that updates as agents reply, showing total unreplied messages across threads.

• LiveChat – Mobile Responsiveness: The LiveChat widget is now fully responsive on mobile. It repositions when keyboard opens and the Language menu width responds to the screen size.

• Restrict Visibility of Unassigned Channels: Agents can now only see channels they’re assigned to through skill based routing. They can no longer see channels they have not been assigned to answer for.

• Campaigns Added as a Channel for skill based routing: Agents can now be assigned to answer for Campaigns as a channel. To view this, you can manage an agent and assign then campaigns and the maximum number of conversations they can handle for the same.

• When an agent’s bandwidth drops, they now receive an unstable connection alert to communicate why messages might delay sending.

• Security: Clickjacking Protection: Added X-Frame-Options and CSP frame-ancestors headers to block external iframe embedding and prevent clickjacking.

• Sensitive data protection in API Endpoints: We improved our data security by removing sensitive fields from Agent, User, and Conversation API responses.

• Dashboard and Interaction Refinements

  • Refined hover and focus states for interactive elements.

  • Smoother load transitions in channel connection modals.

  • Added subtle animations to emoji picker and dropdown menus.

Bug Fix:

• Draft Handling & Connection Alerts: When an agents sends a draft message, it is now automatically once sent to prevent duplicates.

• Client Detail Updates: Fixed an issue where client and super admins could not update client images.