New Channel: Instagram DMs
Instagram is still in a closed BETA with a few selected partners. We will make Instagram available once Instagram opens the API to more companies, or takes it out of private BETA. We will keep you posted on our progress!
Messaging Window Timer ⏰
Having a timeout timer for channels having a limited messaging window will provide better insight for users. It functions as an alert to users on how much time left before the messaging window expired. See drafted concept attached:
Access Levels: Restrict User Field Viewability
For sensitive use cases a company may want to restrict the agents ability to see phone numbers and emails so the agent cannot message the Contact directly outside of the business channels.
Reseller: Embedded app
Enable resellers to embed the app into their own native applications/softwares.
Report, Analytics, Insight Module | Enhanced Analytics
Brand new module with graphs, user-specific metrics, and analytics. => New Filters Filter by Date Range (Custom Ranges) Filter by Channel Filter by User/Team => New Metrics/Graphs No. of conversation started. No. of conversation marked done. No. of new contacts. No. of pending contacts. No. of total contacts. No. of deleted contacts. No. of messages sent. No. of messages received. Response Time: Total Average Response Time: Average First Response Time: Max. Resolution Time (From Pending to Done, excluding time snoozed)
Allow an option to impose limits on space, user and channel
Some organisations may want to impose a limit on the following :- Users per space Channels connected per space
Add Platform UI Languages (e.g. Portuguese, Spanish, German, etc.)
Translate the Platform and Documentation into additional languages.
Automatic Assignment to a Team
Based on custom field, Add a feature to Automatic Assignment a new conversation to an Agent belonging to specific group