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Changelog

Inbox Visibility Control & “Mine” Menu Relocation

  • Mine inbox has been moved to the left sidebar for quicker access.

  • Added role-based permissions to control visibility of:

    • All Opened

    • All Closed

  • Supervisors can view Mine, All Opened, and All Closed.

  • Agents can only view Mine (private conversations).

  • Inbox visibility can be configured via Settings → Roles & Permission → Inbox.

CRR Report Accuracy Improved

We’ve released an update to fix an issue where call records were occasionally displayed in the wrong order in the Call Detail Records (CDR).

🛠 What’s Fixed

  • Resolved an issue where call date/time sorting was sometimes incorrect

  • Call records are now displayed in the correct chronological order

✨ Why This Matters

  • Agents can now review call history in the correct sequence

  • Easier and more accurate call tracking, audits, and investigations

  • Improved reliability of CDR reports for daily operations and reporting

📌 Scope

  • Applies to Report > CDR

CSAT for Web Chat Widget

You can now collect Customer Satisfaction (CSAT) feedback in Webchat.

How it works:

  1. Go to Settings → Message Channel → Enable CSAT Setting

  2. Select your desired disposition status (e.g. Resolved)

  3. When an AI or Human Agent closes a conversation with the selected disposition, CSAT is automatically sent to the customer

  4. Customers can submit feedback:

    • Very Satisfied

    • Satisfied

    • Neutral

    • Unsatisfied

    • Very Unsatisfied

  5. Submitted CSAT results are available in the CX Log Table

Measure customer experience instantly and improve conversation quality with real-time feedback.

File, Image & Video Uploads in Web Chat

You can now upload files, images, and videos (up to 50MB) directly in the Webchat channel—making conversations more visual, faster, and more effective.

✨ Webchat Upgrade: Rich Media Attachments

Webchat now supports file, image, and video uploads up to 50MB, allowing agents and customers to share richer content in real time.

🆕 What’s New in Webchat

  • 📎 File uploads (up to 50MB)

  • 🖼️ Image sharing

  • 🎥 Video uploads

🔔 Product Update: Webchat Attachments

Webchat now supports file, image, and video uploads with a 50MB size limit, helping teams resolve conversations faster with better context.

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