PDF Export: The PDF export of tickets has been improved. From now on you can also see here which buttons have been sent to the users.
Error handling: From now on there is an improved error handling in the interface. If an error occurs, you will see different options:
– Reload the page. This can already help to fix small short-term problems.
– Send an automatically generated error report. This way you don’t have to read the browser console yourself, it will be sent to us automatically.
Logo: From now on our new “MessengerPeople by Sinch” logo is displayed in the interface.
Widget: You can configure in the widget if the webchat should be displayed outside your business hours or not. This configuration will be active as soon as a new widget is created.
RCS: RCS (Rich-Communication-Services) is now available as a messenger for sending newsletters. RCS can only be used in a separate package and cannot be integrated with existing accounts.
Simple Chat: As an alternative to the (complex) ticket system, we now also offer a Simple Chat. This is based on WhatsApp Web and has a very limited functionality. If you are interested, please contact the account management.
OPC: There has been an update to the name of a subcontractor in the OPC: Google Ireland Ltd. has been changed to Google Cloud EMEA Ltd.. To complete the latest version, click “Update OPC”. Updating is not mandatory, but recommended by MessengerPeople.
Ticket System: In the user history, the currently selected ticket is now highlighted.
Notifications: Emoticons can now be used in the send screen of WhatsApp notifications.
Instagram: If a user creates a Story and mentions a company page, the company now has the choice of whether this should be ignored.
a) Not ignored: Ticket is opened
b) Ignored: No ticket is opened and user is not created.
Statistics: In the statistics there is now a panel that provides KPIs around the usage of chat modules.
Ticket System: An open ticket can be postponed by the agent. It will then have the status “Postponed”.
– There is a new icon in the interface that can be used to postpone the ticket.
– In the interface, postponed tickets are displayed in purple.
– Postponed tickets are not displayed in the ticket bar, even if it is still assigned to the agent!
– In the ticket list, there is another filter “Postponed tickets” under the filter “Open tickets”.
– Postponed tickets can be viewed by agents at any time.
After the postponement has expired or if the user writes again, the ticket will automatically be set to the “unanswered” state. Set notifications will be triggered.
MIA: MIA content that uses WhastApp Notification Templates as a template can now also be pre-scheduled.
2-Factor Authentication: It is now possible to have the codes for the 2FA sent via mail as well.
Ticket System: Voice messages can be recorded directly from the desktop (nicrophone required on PC) and sent.
Chatbot Builder: Buttons in a dialog can now be moved via drag and drop.
WhatsApp List Buttons: It is now possible to use the list buttons in WhatsApp. In the chatbot builder, you can specify whether the regular buttons or list buttons are used.
In Apple the list buttons are displayed the same way, in the alternative messengers the header and footer are sent as normal text (italic) and the buttons are displayed as regular buttons.
Webchat: With this release we publish the webchat (see Livechat) for our MCP platform. With this you can now offer a direct chat on your website.
The webchat behaves the same way as all other messengers regarding bots & tickets. Under Settings ➔ Messenger you can define when the webchat is available. Outside the specified times, the webchat is not displayed (Webchat Only widget) or a corresponding absence notice is displayed (normal widget). The webchat is currently only supported as part of the chip widget. More information can be found here.
WhatsApp Buttons: Buttons configured in the chatbot builder are now also displayed as such in WhatsApp.
The alternative text is therefore only relevant for Notify (there are no buttons on the part of the messenger yet).
For your information: WhatsApp can attach a maximum of 3 buttons. If more are configured, then we add the additional buttons as a new message.
Autorouting: The settings page for autorouting has been revised. The display is now more understandable and additional helper texts give more info about the individual automatisms.
However, the logic of the autorouting has not changed.
Ticket list: The ticket list can now be sorted by the “Last chat” column.
Agents: In the agent settings, the table can now be sorted by individual columns.
Messaging Apps – Instagram: From June 03, 2021, Instagram Direct Messages can be connected to our MCP tool. Currently, only Instagram accounts with between 10,000 and 100,000 followers can be connected. You can find all further information and details here.
Statistics: A bug that caused the statistics interface to freeze has been completely fixed so that the page can be used as usual again.
Error notice: During an analysis we found out that in some channels the Facebook connection is not (anymore) correct. As a result incoming & outgoing messages are not possible. There are many reasons for such an incorrect connection. When it comes to this condition, customers were informed automatically by mail until now. This is apparently not present enough, so from now on we also show a corresponding warning in the dashboard. The customer (admin) must then reconnect in Settings → Messenger or disconnect completely if the messenger is no longer to be used.
WhatsApp Notification Templates: Various improvements have been incorporated for the WhatsApp Notification Editor. The main change is that sample data is now mandatory when submitting a template with a media header.
WhatsApp Business – Embedded SignUp: Under Settings -> Messenger, a WhatsApp phone number can now be connected via the new Embedded SignUp. This will allow you to verify your desired phone number quickly and easily on your own. You will be shown at every step, in which status you are and if there are To Dos. In addition, we show at this point in which tier and in which rating your phone number is.
WhatsApp notification templates: WhatsApp notification templates are now available to all messengers in the desktop. Created and released templates can now also be used directly in the ticket – even if it is not a WhatsApp user. In this case, the template is sent as a regular chat message and there are no costs in this respect.
Dashboard: In the dashboard, relevant agent statistics are now displayed for the respective logged-in agent. This gives the agent a quick
overview of his own KPIs. No data from other agents is displayed, so this new panel is also independent of the agent statistics in the “Statistics” menu item.
MIA: The MIA interface has been reworked so that it now behaves in the same way as the work interface. The panel control on the right side of the screen
has been removed. All available panels are now always displayed, but can be maximized or minimized. Each agent can define the arrangement for himself via drag & drop. The “Preview” panel has been removed for the moment. There should be a unification in time. The panel “Command Menu” was also deleted at this point, since it is also displayed in the MIA settings.
HelpCenter shortcuts: In the settings menu, there are now links to the respective HelpCenter articles. These are located behind the question marks at the menu, when hovering over the respective entry.
Statistics: In the statistics you can now also find the section “MIA click statistics”, which shows how often the links in the MIA articles were clicked. These statistics are only visible if the URL shortener is enabled.
Widget: The font size in widgets is now fixed and optimized to avoid unwanted overrides of the font size by your website. If a different font size should be used, this can be achieved by overriding the CSS classes.
Chatblocks: In the chatblocks, the first and last name of the editing agent as well as the ticket ID are now available.
With $ticket_agent_firstname$, $ticket_agent_lastname$ and $ticket_id$, chatblocks can be created that are automatically filled in.
User Properties: In the settings for user properties, the wording regarding visibility for users/agents has been standardized and adjusted.
Widget Edtior: The code of the widget editor has been reworked so that it is now more performant and runs even more stable for the future.
Target Groups: The following new features have been added:
– Target groups that are formed by the Last Chat Date.
– Target groups that are formed by the tag in the last ticket.
– Target groups that are formed by the agent of the last ticket.
– Target groups that are formed by the status of the last ticket.
Please note: When creating target groups, a list of users is created, even if the basis for the target group definition in the above-mentioned cases is ticket characteristics.
WhatsApp Flyer: The WhatsApp flyer pre-made for offline application is now also available in English. The download is automatically based on the channel language.
Statistics .csv export: The statistics available in the frontend can now also be conveniently exported in .csv format. Just click the download button in the respective panel. The statistics that are currently displayed (period under review) will be downloaded.
Ticket and user list: In both the ticket and user list, you can now hover over the entries in the “Last Chat” column. A popup is loaded and the last three chats with the user are displayed.
Widget: The default colors for the Chip widget can now be customized. In addition, it is now possible to upload your own image instead of the default icon. Furthermore, a notifications bubble can be activated as an eye-catcher. This pops up a few seconds after the widget is loaded, and is intended to draw the user’s attention to the contact option.
Tags: In the settings for tags, it is now possible to define whether a tag is mandatory when solving a ticket.
Redesign of the settings: The look and layout of the settings pages has been revised. The entire screen area is now used and thus displayed more clearly. The usability is also optimized accordingly. On individual sub-pages (e.g. Messenger settings & account information), the display has also been regrouped to allow clearer and easier editing without scrolling.
Statistics: In the statistics there is a new panel highlighting the benefits of (partial) automations. You can see at a glance how chatbots, chatblocks and other mechanics increase customer service efficiency.
The following KPIs are provided:
• Percentage of tickets in which a chatbot was used.
• Percentage of tickets in which a chatblock was used.
• Percentage of tickets which were automatically assigned.
• Percentage of tickets with automated (outbound) messages.
• Time saved by autorouting.
• Time saved by chatblocks.
• Time saved by automatically sent messages.
For the time saving we need a comparison, where we assume the following default values:
– Autorouting: 30 seconds
– Chatblocks: 90 seconds
– Automated message: 15 seconds
The assumed default value can be overwritten by our support if you want to calculate the KPIs based on other assumptions.
Promotion Tools: Note: The old menu item “Widget & More” is now called “Promotion Tools”. Under the menu item “Promotion Tools” all activated messengers are clearly displayed. The phone number, page name and ID are also displayed. Clicking on the messenger symbol opens the direct link for the respective messenger. This can also be copied to the clipboard. This should make it even easier for you to motivate your users to contact you via Messenger.
WhatsApp Flyer: Various bug fixes have been implemented here.
Profile settings for agents: The own profile settings of the agents were previously divided into three menu items. We have now merged them all on one page, so that all three panels can be viewed and edited directly.
User List: In the user list, the filter can now also be set to “All users”. In this case, all users are displayed regardless of their MIA status. If the preselection is set to MIA (in-)active, it is possible to filter subordinately according to target groups. Here only target groups are displayed in which MIA is (in-)active.
Notes: You can now define whether a note is mandatory when solving a ticket. This configuration can be found for the admin in the settings. In addition, predefined notes can now be created. These are then available to agents both when solving a ticket and in the “Ticket Information” panel.
Chatblocks: In the work interface, agents can now personally mark individual chatblocks as favorites by clicking on the asterisk. This means that the correspondingly marked chat modules are always at the top and are not sorted according to the number of times they are used.
User growth: In the Widget & More settings, there is a new panel with further links and a video regarding “Tips for user growth”.
Manually controlled version update: Until now, the user interface was suddenly and unexpectedly reloaded during a version update (=release). From now on, for all agents who are logged in, the page will no longer be reloaded automatically; instead, a notice about a new version will appear. Agents can then independently control when the new version is loaded. At the latest with the next logout/login or when the page is reloaded via F5, the update is also performed.
WhatsApp Notifications start Bot: Previously, a notification could not be directly connected to a bot dialog. It was therefore not possible for users to be directly active in a bot dialog when receiving a notification and for responses to be processed automatically. This has now been simplified: If there is a WhatsApp notification that has exactly the same name as a botdialog created in the botbuilder, it is automatically activated when the notification is sent. This allows you to transfer more smoothly into a bot and eliminates an intermediate step that was previously necessary.
Chatbot Builder: In the Chatbot Builder, conditions can now be moved within a bot dialog via drag & drop. This allows you to exchange conditions more flexibly and edit dialogs more effectively.
Statistics: The statistics have been extended by an additional panel “Tag Statistics”. There you can see for a defined period of time when which tags were set. This way you can quickly get an overview of which tags are used often or analyze on which days of the week they are used more frequently.
WhatsApp (Offline) Flyer: To make it easier for you to promote the Messenger service offline (e.g. at the POS), our interface now offers a flyer for download. This flyer is automatically filled with the correct channel data and a QR code. The flyer can be used directly after downloading. The additional effort is reduced and the probability to activate more users increases. Beside the flyer itself we also have a possibility to download only the QR Code. This code can be integrated into flyers or other print products. The flyer is currently only available for WhatsApp, but we can’t exclude the possibility that we will offer other messengers sooner or later.
Chatbot Builder: *-dialogues can be used in the botbuilder to intercept incoming chats which cannot be processed directly. Until now, however, *-dialogs in bot topics were given lower priority than keywords by default. This could lead to error detections without context. The logic has been changed now, so that *-dialogues within a bottom topic are always higher prioritized than other values in the default. Of course the *-dialog within the topic remains lower prioritized than other hits in the same dialog.
Login improvement: In the login mask the previously entered password can now be displayed. The individual agents can now check their password before they log in. This should significantly reduce the number of failed logins and the resulting locks.
Ticket List: The chat bubble for opening a ticket has moved from the far right column to the far left column. This makes the path of the mouse on the desktop much shorter and on mobile devices the ticket can be opened directly without scrolling.
Delete incoming chats: Due to extensive customer feedback this function is configurable from now on. By default the function is deactivated for all customers. Our support can individually enable or disable the option to delete incoming chats.
Ticket List: In the ticket list it is now possible (similar to the user list) to arrange the columns and attributes individually. The setting is located in the upper right corner behind the gear wheel. This allows agents to arrange the composition and order for their application in an optimal way. In this context it is also possible to display user attributes in the ticket list.
In addition, several tickets can now be tagged simultaneously using multiple select. To do so, select one or more tickets and click on the tag symbol in the upper right corner.
Statistics: In the statistics there is a new panel “WhatsApp Notification Statistics”. This panel displays the KPIs for each individual template to provide a quick overview. Please note that figures are only available from 09.10.2020.
In addition, the statistics page can now also be customized. Via Drag & Drop the panels can be moved and thus the order of the panels can be adjusted per agent.
Ticket System: When forwarding tickets, the online status of the other agents is now also displayed. This can also be taken into account when forwarding tickets.
Improved user interface: The chat interface now displays a warning when viewing a ticket that is assigned to another agent. The warning is a red warning icon in the chat input field. (This situation can of course only occur for agents of the role Dispatcher or Admin).
Video upload improvement: When sending (large) videos, they are now automatically compressed to ensure and speed up the sending process.
Second login on mobile device: Until now it was not possible for an agent to log in twice in the user interface. As soon as a second login occurs, the first login was automatically logged out. From now on, the agents will find a smartphone icon in the bottom left corner of the opened menu. By clicking on it a QR code appears, which can be read with a mobile device. The agent is then automatically logged in on the smartphone and has the user interface active on both the desktop and the mobile device. If a logout takes place on the desktop, the mobile device is automatically logged out as well.
Status Page: The menu now contains a link to the MessengerPeople status page at the bottom. This is where acute and past problems in the various systems are reported.
User List: Conversations that are answered/conducted exclusively by a bot and where no transfer to an agent has taken place have so far only been visible via detours, because in such a case no ticket is created. In the user list there is now a new filter: “Show only users in bot dialogs”. If this filter is set, only users are shown for whom there is currently no open ticket, but at the same time the last conversation via bot took place.
Widget Editor: The cube widget looks more modern and can be operated with one click less. The widget can be adjusted in height and width (minimum 240×240). An individual (optional) message text can be configured for each activated messenger. Like the Card Widget, the new widget can be used via iFrame & Code script as well as via direct link. It can be created as a new type and therefore has no influence on existing card or chip widgets.
In addition, the direct link desktop page no longer displays the MessengerPeople logo, but your own channel logo.
Ticket System: In the panel “Ticket information” under history, it is now also noted if an agent has manually activated or deactivated the bot.
Delete incoming chats: In the tool, agents can now delete incoming individual chats of users. When doing so, a trash can appears by mouse-over, which allows to delete the corresponding chat. A note about the deletion is placed at the location accordingly.
Tags: Until now, the tags were only available in five colors. From now on the colors can be chosen freely from a color palette.
Tags, which were added to tickets, are now also displayed in the individual cards on the assignment page. So you can see any tags before you assign the tickets.
WhatsApp Notification Buttons: Buttons can now be used within WhatsApp Notifications. In the template editor (Settings -> Account), two types of buttons can now be attached to newly created notifications:
- Quick Reply Buttons: Text only (max. 20 characters) // max. 3 buttons
- Call-To-Action Buttons: URL (static or dynamic) or Call (out of the app) // max. 2 buttons, with only one URL and/or Call Button at a time
If variables should be used in the buttons, then these are filled in by the respective agent during dispatch, as usual.
Buttons in the Ticket System: From now on, the sent buttons (via chatbot or notifications) are displayed in the ticket system so that the agents can track what happened.
Agent Statistics: We offer a new panel under statistics: “Agent Statistics”. Here, already known KPIs are broken down to single agents, so that a good evaluation is possible. The agent statistics can be activated by the support if requested.
2 Factor Authentication: Under Settings -> Account -> Agents, 2-factor authentication via WhatsApp can be activated via the “2FA” icon. A WhatsApp Notification Template must be selected, which serves as a sending template for the codes. The cell phone number of the agent will be requested at the first login. The 2-factor authentication requires a numeric code in addition to the email/password combination for successful login. This numerical code is sent to the agent via WhatsApp as soon as the agent has entered his e-mail/password combination. Note: From the time of 2FA activation, agents will not be able to log in without the code!
Chatblocks: The tool can now analyse the typing behaviour of the editors and provide precise suggestions for suitable chatblocks. These chatblocks can be checked and confirmed or rejected by the administrators. If they have been approved, they are afterwards available to all agents and dispatchers. In addition to the automated suggestions, agents can also manually recommend specific responses as chatblocks. You can find more information here.
Ticket Export: Tickets can now be exported in any state (open or solved) as PDF file. In addition to the actual conversation, the PDF export also contains additional, important information about assignments, notes, tags etc. In the user interface, the export can be triggered in the “User History” panel in the desktop. To do this, click on the “More” menu (three dots) in the corresponding ticket and then select “Export as PDF”. The export is also possible via API.
Ticket Time-Out: It is now possible to configure a time-out for tickets. A ticket will be closed automatically if there is no action in the ticket within the configured time. No action means that neither the agent nor the user is chatting or performing any other action in the ticket. These configuration options can be found in the settings → ticket settings. The field “Days until ticket gets closed automatically” can be filled with days. If 0 is entered, tickets are never closed automatically.
MIA Statistics: For MIA customers there are now extended statistics for user development available. For each day, the subscriptions and unsubscriptions, the active users and the deactivation rate can be seen. The displayed period can be adjusted in the usual way.
Panels: In the desktop, the panels “ChatBlocks” and “ChatBots” have been combined into one panel. Both ChatBlocks and ChatBots can now be activated from one panel and in the same way. It is now also shown how often the respective ChatBlocks & ChatBots have been used. ChatBlocks and ChatBots are both used to process tickets more efficiently and help the agents to automate recurring answers/queries.
ChatBot Builder: Topics that are created and used in the ChatBot Builder can now be hidden for manual activation by agents. Customers who create very complex bots/sequences create many themes in the BotBot Builder for this purpose. Because not every theme is useful on its own, ChatBot Builder now allows you to configure whether agents can activate the theme in the MCP interface. If this option is not set, then the corresponding topic is not displayed in the desktop.
Ticket and user list: The ticket and user list have been optimized, resulting in a strong performance increase.
ChatBot Builder: Triggered by a user input the bot can now send emails (only texts, possibly with variables, without attachments). A possible use case for this would be a kind of confirmation email sent to the user after ordering via the bot.
Surface improvements: The entire MCP interface has been converted to the standard framework of Google’s Material UI. This results in a more uniform appearance. The changes affect almost all used elements from buttons to tables, fonts and sizes, design and much more.
Ticket assignment: The card representation of tickets in the pool has been completely revised. A new layout creates shorter mouse movements and a more intuitive use.
Panels: The panel “user properties” has been redesigned so that user properties can now be displayed in two rows.
The panel “Chat” has been completely redesigned. There are new, larger buttons, which have been rearranged for optimized use. Actions that affect the ticket as a whole can now be found in the upper right corner. There is now also a button for activating or deactivating the bot (previously in the botpanel). Actions concerning the text input or the dispatch are now directly visible below the textfield. With one click less than before you can now upload files, send notifications or start ChatBlocks and ChatBots.
The panels can now be placed freely via drag & drop. This allows each agent to create his own individual desktop. In addition, all panels are now always open, but can be minimized. The control on the right is no longer necessary.
Widget Editor: In the Widget Editor, the order of the individual messengers in the widget can now be configured. For this purpose, all active messengers per widget can be put in order via drag&drop.
Ticket List: When viewing solved tickets, an exact date and time is now displayed. It is also possible to filter by tickets that were solved between two dates and times.
The search in the ticket list now also checks the chats. So agents can search for specific words or phrases in the chats and display all tickets with corresponding results.
User list: The search in the user list now also includes user characteristics. Agents can now easily see all users who have a defined value in the user properties.
Statistics: The statistics overview has been revised and a new – more logical – arrangement of the KPIs has been implemented. The KPIs are now more clearly clustered and grouped in panels. Furthermore, the wording has been adjusted and additional help texts have been added.
The display of the Monthly Active Users is now shown retrospectively for a longer period of time (up to 12 months) and can thus be compared.
Upload files: Especially for Apple Messenger it is now possible to use so-called AR formats. In addition, pictures in the “HEIC” format can now be sent from the interface. This only applies if the user is using Apple Messenger.
When sending videos, .mov files can now also be uploaded. These are converted before sending, so that the upload takes more time.
WhatsApp Notification Templates: The new WhatsApp Notification Templates are now available.
These can be created under Settings -> Account -> WhatsApp Notification Templates and consist of:
- Header (optional) -> the following multimedia content is possible: image (PNG, JPG), video (MP4), documents (PDF)
- Body (mandatory)
- Footer (optional)
Already released notifications can be used without any restriction.
Notification bulk broadcasting MCP: Customers can now send notifications to target groups via the user list. This enables you to reach a lot of users via notifications with just a few clicks.
Improvement in Ticket Notes: Line breaks in notes are now possible. These are inserted with Shift + Enter. Emoticons have also been added to the notes.
Onboarding List: To improve onboarding, there is now a list in the dashboard that guides you through the most important steps.
Telegram Channel Technology: To dispatch newsletters via Telegram, we have so far only used so-called telegram bots. Now there are additional telegram channels: These are explicitly intended for 1: n broadcasting communication. Restriction: There is no 1:1 channel for these users, so the users cannot contact you via chat.
CSV Upload: User lists can now be uploaded via CSV to process large numbers of users simultaneously.
Email-Notifications: The concept of e-mail notifications has been improved and aligned with that of browser push notifications. An editor can now define for which events s/he wants to receive notifications (New tickets in pool > Admin & Dispatcher; New assigned ticket > all roles; New chat in assigned ticket > all roles).
WhatsApp Quote-Function: The WhatsApp app allows users to refer to a chat directly, this is now also displayed in the interface. Note: By default we can only show the quoted chat within 72 hours.
Upgraded user list: The user list is now freely configurable. The order of the columns can be chosen by the user and user characteristics can be displayed.
User characteristics in chat modules: It is now possible to integrate user characteristics into chat modules. When creating a chat brick you can add user features as variable/placeholder. As soon as an agent uses the chat module in a ticket, the placeholder in the chat module is replaced by the value of the corresponding feature.
Link Shortener improved: The Link Shortener is now also active in 1to1 chats.
Improvement of chat interface: In the chat interface, editors can now see the corresponding messaging app icon of the user in the top middle
User list export: In the user list export, the “Last Chat” date has been added.
Improved Click Tracking: In the MIA interface, clicks on links are now also split by the corresponding messaging app for each individual link. To see the split between different messaging apps, move the mouse over the amount of clicks in the published content.
Extension: Ticket reuse: When reusing a ticket, it is now possible to define whether the assignment (to the agent) remains or not.
Conversion of categories into user characteristics. Categories from the old interface have been converted to user features in MCP. Under user attributes, a new type “MIA Topics” (formerly categories) can be selected.
MAU statistics extended: A ring chart is now displayed in the statistics under “MAU Overview”. This shows the distribution of MAUs by messaging app. As before, the corresponding performance periods can be selected as period. ATTENTION: MAUs are not necessarily the same as the number of active users in MIA.
Autorouting: In the autorouting settings you can now choose that tickets are automatically assigned to the last processing agent.
Widget Editor: The Apple Business Chat can now also be integrated into the widget.
Target group configurator: The number of affected users is now displayed when creating a target group.
Privacy: A privacy link must be set in the channel settings, otherwise the remaining settings cannot be saved. This link will then be used for Notify and in the widget.
Password length: Upon request, the minimum password length for agents can be increased on a customer-specific basis.
Allocation page optimization: On the assignment page there is a new field “Chat Preview” for each ticket. By clicking on it the chat of the ticket opens in a dialog and can be checked quickly.
Optimization ticket list: The ticket list can now also be sorted by agents.
Monthly Active User Statistics: There is a new panel in the statistics. In this panel the MAUs are displayed. The customer can choose for which billing period they should be displayed.
Mobile Optimization Card Widget: The Card Widget has been optimized to be better displayed on mobile devices.
New interface language: Italian is now available as interface language for agents.
MIA logoff confirmation: In the MIA settings the customer can now configure a logoff confirmation. This is played when a user logs off (“Stop”).
Welcome messages revised: A new welcome message can be defined in the channel settings:
1. Welcome message at first contact: This message is send when a user contacts the channel for the first time via chat.
2. Welcome message when followed by a ticket: This message is send when a new ticket is opened by a user’s chat.
3. Welcome message for MIA registration: This is send when a user signs up for receiving content in MIA.
Statistics 3.0: The statistics in the tool have been greatly expanded.
Pull content can be deactivated: Pull content can now be deactivated manually. For this purpose, the customer can deactivate the respective content in the “Published Content” panel of the MIA interface.
Anonymization of telephone numbers: There is now again a possibility to hide the phone numbers completely for the customer, if this is required for (privacy) reasons. This can be done at any time via the support. The phone numbers are displayed in the interface with an internal ID.
Extension MIA Interface: The teaser is now also displayed in the “Drafts” and “Pre-dated Content” panel.
The “Reach Teaser” can now also be displayed and splitted amoung the reach of each messaging app simply via mouseover.
When creating content for a specific target group, it is now also shown how many users are in given target group.
Extension Click Rate: If the URL Shortener is activated, the relative click rate is displayed in addition to the absolute click rate. The click rate is measured in relation to the reach oft he content.
Role management extended: There are now several possible combinations with regards to customers with activated MIA interface. The new role for MIA Accounts is Editor and also has access to the MIA Interface. New combination roles: Agent/Editor and Dispatcher/Editor.
Integration Notify: Notify has been added to the MCP as a messaging app.
Emoticon Picker Update: The Emoticon Picker has been updated to the latest version. This should bring some improvements.
Manual start/stop of users in MIA: In the user list, users can be filtered by active & inactive users. Now the action menu (three dots on the left side of the line) can be used to activate or deactivate a single user.
Teaser is also displayed: In the panel “published content” the teaser is now also displayed. In addition, the “teaser range” panel shows how many users the teaser was send to.
Additional welcome message: It is now possible to define a second welcome message in the channel settings.
-Welcome message at first contact: Send the first time a user signs into the channel.
-Welcome message for new ticket: Send when an already known user opens a new ticket.
Revision Commands + Description: Commands can be up to 7 characters long. This applies both to the commands for calling the command menu and to the commands in the menu. The description text for a command may be a maximum of 30 characters long.
Revision of the command menu / settings: The following changes/extensions have been implemented:
-Hashtags before commands are mandatory
-Commands can be hidden in the menu. They will still work but will not be displayed in the menu.
-Commands can now be extended by a description text. This text should describe what triggers the command and is shown once the menu is pulled.
Mobile optimization: Some interfaces have been optimized for mobile use.
Create agents: When creating agents, you can now also specify a CC mail address. The activation message is also sent to this address.
Target group MIA: When creating content, the target group selection is now sorted alphabetically.
Enhancement Content History MIA: The published content panel now displays more data about the content:
– target group, to which it was sent
-Reach, including all different messaging apps
-click tracking for shortened links
-Agent who posted the content
Work interface: Change of the icon for “mark ticket as answered”. This has been standardized so that it is now used the same way everywhere.
Assignment interface: This has been changed in a more interactive way. In unfolded mode, individual tickets can now be opened directly by clicking on the user’s name.
MIA (Messaging Information Assistant) integrated: The MIA interface is now available. Customers can log in at app.messengerpeople.com and have access to the MCP+ interface including all functionalities.
Interaction Menu: Deactivation
The interaction menu can now be activated/deactivated by the administrators using a switch button.
Interaction Menu: Multimedia
Multimedia answers can now also be used in the interaction menu.
User Characteristics: Visibility Options for Agents
When creating/editing user features, the admin can now choose whether they are visible to the customer service agents.
For example, a scenario can be implemented in which users can evaluate service performance without the service agents being able to view and/or edit it. Admins and dispatchers can see these user characteristics and evaluate the entries.
Interface: UI Optimization Chatblocks
If no chatblocks have been created, an info field with corresponding information appears in the chat module panel, along with a link. Clicking on the link will bring you directly to the chatblock configuration panel.
Ticket Assignment: Search for Agents
If an agent wants to transfer a ticket to another agent, they can speed up this selection by searching for the correct name.
Zendesk Integration Available
There is now a MessengerPeople App in the Zendesk app store, with which our tool can be integrated/used in Zendesk.
For activation process and configuration please contact support.
Dashboard: New Info Box
The dashboard now has a new info box for alerts. This is used by MessengerPeople to communicate new features, report problems or tasks, etc.
User: Deactivated Apple Users
If an Apple user blocks the chat with a company on the smartphone, a corresponding message is displayed in the interface.
Bug Fixes and Improvements
Bug fixes and improvements have been made for various feature tools. Among other things, the display of cancellation invoices was corrected, the search fields were optimized in various places and the ticket close was improved.
Channel Settings: Interaction Menu
In the channel settings there is now a new tab: Interaction Menu. Here you can create a user-operated menu which can be used on all messaging apps to pull up relevant information.
The menu is activated by a keyword typed by the user. The user then receives an overview of all menu items that are available.
Different menu points can provide information either in the form of a) a text response or b) a bot conversation.
Channel Settings: Autorouting Improvements
If autorouting is activated, you can now define the maximum number of tickets an agent can have. If this number is exceeded for an agent, no further tickets will be assigned to the agent.
If autorouting is activated, you can now specify whether offline agents should be considered or not.
If offline agents are also considered during autorouting, they will only be considered if there are no online agents.
If there are no more agents that can be used for autorouting, the tickets are no longer assigned, but end up in the assignment page for manual dispatching.
Channel Settings: User Characteristic Optimizations
The displayed sequence of user characteristics can now be edited in the settings.
If there are unassigned tickets, a batch with the number of open tickets now appears in the menu item “Assignment”.
Ticket List: SLA Optimization
In der Ticketliste wird nun auch eine rote oder orange Markierung angezeigt, wenn für das Ticket ein SLA Hinweis besteht.
Ticket System: Sending Status Display
When sending messages via WhatsApp & Viber, the chat interface now shows whether the outgoing chat was sent, received and read. This is shown by the classic checkmark system: one checkmark, two checkmarks, two blue checkmarks.
Ticket System: Ticket Information Panel Update
In the Ticket Information Panel, the history has been expanded. Now the following ticket actions are also tracked:
Assignment to an agent | Ticket resolved | Ticket (re)opened | Ticket tagged | Ticket note added
Ticket System: Bug Fix & Emoticon Optimization
When using emoticons, bugs have been fixed and general improvements integrated.
Chatblock: Search and Optimization
When using chatblocks, it is now also possible to search for individual chats in the panel. In addition, the cursor jumps directly back to the input field when using chat modules. The text can be sent directly by Enter.
Ticket List: New Filter
The ticket list can now also be filtered by “unassigned tickets” and by individual messaging apps.
In the agent overview, the assigned tickets are now also highlighted in color according to the SLA rules defined in the settings. In addition, the customer’s messaging app is displayed for unassigned tickets.
Widget: Language Choice
When creating/editing a widget, the language of the widget can now be configured. Existing bugs have been corrected.
When connecting the Messenger Communication Platform with a Facebook page, the Facebook rights management has been improved.
Store: New Activation Features
A store has been added to Channel Settings — you can now manually add different modules using the store. Currently mood detection is available in the store.
Widget: Bug Fixing
The language selection has been corrected in the widget and the direct link.
Statistics: Further Developments
The statistics have been further developed to include more KPIs. The overview panel now shows the KPIs at a glance.
You can also add various graphs and change them by using the plus symbol on the top right.
The values shown are always calculated for the time period selected in the time frame selector on the top right.
Bot Panel: Further Developments
Hybrid bots can now include different variables. When this is the case, the corresponding parameter will be request in the user interface after activation.
Ticket System: ‘Answered’ Marking
In the ticket system, it is now possible to mark when a user inquiry has been answered, even when the agent did not send the last chat in the conversation. (For example, if a customer says ‘thank you’ one last time.)
Ticket List: Corrections and Changes
The sorting within the ticket list has been simplified.
Filtering has been further developed. You can now filter open, new, unanswered, answered, and closed tickets.
For waiting time, the latest unanswered chat will now be used for the calculation, and not the latest incoming chat.
Automatic Logout: Improvements
The automatic agent log out happens per default after 20 minutes of inactivity in the user interface. This time can now be changed by asking MessengerPeople Support directly.
Chat Interface: UI Improvements
The appearance of incoming and outgoing messages is now optically emphasized to be more readable.
Dashboard: Absence note
When an agent marks him or herself as “absence” on the dashboard, this status remains even once they have logged out and/or logged in again. The agent has to manually adjust the status back to active.
Profile Settings: Languages
The User Interface can now be shown in French and Portuguese.
A ticket will now be re-opened by default if a user writes again within 60 minutes. This can be configured in the channel settings.
It’s now possible to send a ticket back to the dispatching interface directly from the ticket itself.
Menu: UI Improvement
The menu point “work interface” is now always available. When the agent currently has no tickets, there will be a message noting this.
Work Interface: Extension
In the work interface, the chat interface will now be fully shown if no other panels are activated.
Factsbar: UI Improvement
Tickets in the Factsbar are now sorted so that tickets that have been waiting the longest are on the left.
Active tickets are marked green and are also moved to the left.
ChatBot Builder: Extension
With the function “forward to agent” you can now set a specific agent skill.
Dashboard: UI Improvement
The switch for marking the agent status as present or absent is optically more clearly defined.
Work Interface: UI Improvement
For closed tickets which cannot be opened, no re-open button will be shown.
Chat Interface: UI Improvement
A bug in scrolling through longer chat histories has been resolved. A new scroll button has been created, which allows users to jump to the bottom of the conversation.
Welcome Message and Absence Message: Correction
Tickets will no longer be marked as answered after welcome and absence messages are sent.
Settings: Hybrid Bots
In the General Channel Settings you can now define the conditions under which a Chatbot is automatically deactivated.
Ticket List Improvements
Various corrections for the Ticket List – loading times optimized, Chat preview has beenr emoved, and the display has been expanded to show 2,000 tickets.
Ticketsystem: Opening Photos
If a received or sent image is clicked in the chat history, it opens in full format in a popup, which can also be zoomed into.
Ticketsystem: Document name
The file name is now displayed for sent PDF documents.
Ticketsystem: Bot Panel
In the ticket system there is a new panel – called Bot Panel. In this panel you can manually start bots created in the Chatbot Builder.
Ticketliste: Filter by Agent
Administrators and dispatchers can now additionally filter the ticket list by agents.
Ticketliste: Full text search
There is now a full text search in the ticket list. This searches all tickets, chats, names and ticket IDs of the currently filtered tickets. Tickets with corresponding results are displayed.
Nutzerliste: Export possible
In the user list, an administrator can now download an export of the users in CSV format.
Widget: Direct link
A direct link is now available for widgets of the “Card” format. This can be retrieved directly in the Widget Editor.
Reminder about overdue payment
Overdue invoices are now indicated as soon as two invoices are outstanding. This message can only be viewed by administrators. Furthermore, the account is temporarily blocked if there are two outstanding invoices and the payment deadline has been exceeded.