Chat Desk

Release date: November 2025

The focus of this release was:

• The inclusion of the ability for supervisors to select more than one department when viewing performance metrics and chats.

• Enhancement of the out-of-hours auto responder to allow supervisors to toggle automatic ticket creation on/off.

Release date: October 2025

The focus of this release was:

• The addition of a "Department" label to chats to help provide agents with context into a user's query.

• The addition of more detailed "Unavailable" statuses for agents to give supervisors more clarity into why agents were unavailable.