What's New? 🎈
Read more about new features, improvements, and bug fixes contained in the latest release of Clickatell's Chat Desk application.
Release V3.10.0
30 July 2024
Release Summary
This release predominantly focused on the following:
Adding department filtering to the tickets queue.
Additional enhancements to auto-responders.
Streamlining the journey for out-of-support hours when creating a ticket.
Addressed an issue where chats were in inverted order when copied-pasted.
More details about each of these enhancements are provided below.
Release Details
Department Filtering
Supervisors can now filter the Tickets queue by department. This enables Supervisors to view tickets relevant to a specific department and deal with them appropriately. It also makes the filtering experience consistent across the Chats, Closed, and Tickets queues in the Supervisor Desk. This filtering is only available on the Supervisor Desk and not on the Agent Desk since agents only have access to the chats in the department they are assigned to.
Auto Responder Updates
We've updated the "End Chat and Opt-Out Keywords message" auto responder as follows:
The default message was updated to: “You can end this chat at any time during your conversation with our agents by replying with //end. To opt out of this service, reply with //stop.”
Previously, users could edit the text of this auto responder but were not allowed to change the keywords //end or //stop. With this release, we now allow users to remove/edit the hardcoded keywords. Important note: Although the keywords can be removed/edited, this is a text update only, and does not change the actual keywords and their associated functionality. If a user replaces the keywords with something else, it will not affect functionality.
Ticket Creation User Journey for Outside of Support Hours
Previously, when an end-user reached Chat Desk outside the set support hours and opted not to leave a message, the user would not be routed back to the Chat Flow journey. With this release, we've improved the user journey to route the user back to Chat Flow to continue with the self-service bot when interacting with the business out of support hours.
In summary, the process now works as follows:
End-user sends a message to the business outside of its set support hours.
If a ticket doesn't exist for this end-user, a ticket is created.
If a ticket exists for this end-user, no new ticket is created and the existing ticket is appended.
End-user receives the auto-responders: "Thank you for reaching out. You've reached us outside of our support hours. We will get back to you as soon as possible. Would you like to leave a message for the agent? Please respond with YES or NO."
Responds with “NO”: A thank you message is displayed, the session ends, and the end-user is returned to the main menu.
Responds with “YES”: Another auto-responder is shown asking the end-user to enter their message. Once entered, it displays a confirmation message, ends the session, and returns the end-user to the main menu.
If no reply, the session ends when the timeout duration is reached.
If anything other than Yes/No is entered (not case sensitive), the same auto-responder is displayed again.
If the end-user reaches out to the business out of support hours again, the message will be appended to the existing ticket.
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