15-Feb-2025 Release Notes

Release Notes: Chat Room Folder Enhancements

Features & Enhancements

  1. All Opened Folder Display Enhancements:

  • The "All Opened" folder now includes a comprehensive view of all active chat rooms, displaying the following types:

  • Queue chat rooms (assigned through predefined queue and workflow automation)

  • On-hold chat rooms (with customized hold statuses)

  • Normal chat rooms (without queue/workflow setup)

  • Bot-converted chat rooms (previously handled by bots and now assigned to human agents)

  • The total count of these chat rooms is shown beside the "All Opened" folder name, ensuring agents have a clear view of all active conversations.

  1. Queue Chat Rooms Folder Display:

  • A dedicated "Queue" folder now displays only the chat rooms assigned through queue workflows.

  • The folder count dynamically updates to reflect the current number of queue chat rooms.

  1. Hold Chat Rooms Folder Display:

  • Enhanced "Hold" folders to display chat rooms placed on hold, sorted by customized hold statuses.

  • The count next to each hold folder name reflects the real-time number of on-hold chat rooms.

User Impact & Benefits:

  • Efficiency: Customer Support agents can now seamlessly navigate and manage all chat rooms from a centralized "All Opened" view.

  • Accuracy: Folder counts are dynamically updated, ensuring agents always have the latest information on active, queue, and on-hold chat rooms.

  • Clarity: A more intuitive folder structure allows agents to quickly locate and prioritize chat rooms based on their current status.

How to Use:

  1. Navigate to the inbox view.

  2. Click on the "All Opened" folder to view all active chat rooms.

  3. Access the "Queue" folder to see chats assigned via queue workflows.

  4. Explore the "Hold" folders for chats placed on hold, sorted by their customized hold statuses.

For any issues or questions, please contact our support team

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