SMS support on Chat Desk

Release date: 29 June 2022

Release Summary

The main focus of this release was on enabling SMS as a channel within Chat Desk. We also resolved some bugs and addressed technical debt items. Chat Desk 3.1.1 also brings back the ability to download chat transcripts which was disabled in V3.0.0 due to technical reasons.

New Channel: SMS

Chat Desk now supports SMS as a channel that end-users can use to communicate with agents.

All Chat Desk features are supported via SMS, with the exception of rich/interactive features and media support. Clients can now make use of plain text messaging (i.e., no media) as well as location sharing over SMS. Phone numbers for all SMS chats are also automatically marked as verified, instead of having to go through an OTP verification process.

Download Transcript feature re-enabled

The Download Transcript functionality was re-enabled on Chat Desk. Supervisors can now again download a PDF file containing the chat transcript by date and MSISDN from Dashboard -> Configure​​-​​​ > Download Transcripts​​​​​​​.