Product enhancements

•  New Channel: WhatsApp Business: We’ve released the new channel integration with WhatsApp Business. Help your customers reach you with the scale of WhatsApp Business. Customers can now reach out to you via your WhatsApp Business number. Integrate your TeamSupport account with WhatsApp Business and bring all your conversations from WhatsApp Business directly into TeamSupport Messaging and Live Chat. You can then have customers interact with either chatbots or live agents. Contact your Customer Success Manager or Sales Account Executive to learn more and add the new WhatsApp channel to your account.
•  We’ve added a new data column to the downloaded Logs and the Logs API called “Chat closed by.” This helps teams with overall chat reporting needs as well as with conversation quality assurance monitoring.

Coming Soon: Stay tuned to learn more about the upcoming launch of Screen Sharing along with the upcoming launch of the new Google Business Messages channel for TeamSupport Messaging and Live Chat.

Bug fixes

•  Addressed a bug where the auto-scroll feature (which automatically scrolls down to the bottom of the transcript view whenever a new message is sent from the visitor) does not always work in the Messaging Hub. This ensures that agents do not accidentally miss new messages.
•  Addressed a bug which caused minimized proactive chat messages to not display the correct font type for the following fonts: Montserrat Regular, Open Sans.
•  Addressed a bug which caused the visitor chat box’s message input area to incorrectly pre-populate with text from the agent at random intervals.
•  Addressed a Supervisor bug which caused the whisper input area to appear as “active” for agents which had the whisper feature disabled in the Admin Dashboard. Even though agents were not able to actually send any whisper messages during this time, this bug created a false impression that the whisper functionality was currently enabled.
•  Addressed a Facebook Messenger channel bug which caused certain agents to see a “failed to send message” error message during some conversations occurring on the Facebook channel.

Product enhancements

•  Upcoming Channels: Continued to make final stage progress on upcoming WhatsApp Business and Google Business Messages channels integration functionality (will be released shortly in Q1 2023).
•  Supervisor enhancements: Added pagination functionality to Supervisor in order to improve the user experience, particularly for customers that handle high volumes of concurrent chats (50 – 100+). This makes it much easier for supervisors to sort through large batches of active conversations. We’ve also made some minor performance improvements as part of this work. We are continuing to investigate additional Supervisor performance enhancements for high volume accounts (particularly when it comes to chat loading times and overall speed).

Bug fixes

•  SAP Integration: Addressed a bug which caused a “bad request” error message when using the new /relatedticket= command. This bug caused the integration to fail and the chat transcript to not be sent successfully to SAP.
•  Addressed a bug which caused some UI inconsistencies and display issues specifically when using the Dark Mode option inside the Messaging Hub.
•  Addressed a bug which caused conversations from returning visitors to display with a “New conversation” notification.
•  Addressed a bug which caused chat event timestamps to appear in the wrong order.
•  Supervisor: Addressed a bug which caused the sorting functionality within the Supervisor Live Monitor view to not sort displayed conversations properly when toggling order based on table headers (Visitor, Agent, Widget, Duration, Coming from, and Whisper).

Product enhancements

•  Released additional improvements and fixes for recent minor UI changes (i.e. updated certain Messaging Hub colors and fonts) based on UX research, customer feedback, and an ongoing effort to begin unifying styling across the TeamSupport product suite.
•  Upcoming New Channels: Continued to make progress on upcoming WhatsApp Business and Google Business Messages channels integration functionality (will be released in early 2023). Please contact us if you’d like to learn more.

Bug fixes

•  Addressed a bug which caused agent availability to sometimes display incorrectly in the Agent Availability Report and within the CSV file export of the report.
•  Addressed a bug where certain clients experienced an issue with the Recent chats tab. This bug caused recent chats to disappear from the Hub’s Recent chats section instead of persisting for future reference.
•  Addressed a bug which caused some clients to experience duplicate messages inside the Hub and duplicate messages inside the visitor chat box.
•  Addressed a bug where the transfer message did not always appear on the transferred agent’s Hub.
•  Addressed a Hub bug where the ‘Send’ and ‘Actions’ buttons were hidden when clicking the ‘Team Chat’ icon in the upper-right corner of the Hub.
•  Addressed a Supervisor bug where the location map (inside Hub) incorrectly zoomed to the wrong map location.

Product enhancements

•  Additional SAP Integration Enhancements: Added the ability to associate a chat conversation to a new or existing contact in SAP using the phone number. Previously, this association was only possible when using the contact’s email address. Now, in cases when the contact’s email address is unknown but the contact’s phone number is known, if the widget is integrated with an SAP account then the system will search for a contact in the linked SAP account that matches the given phone number and associate the chat transcript with the contact. If the contact does not exist in SAP, then the system will create a new contact and associate the chat transcript to the new contact. Read more technical documentation here.
•  Additional SAP Integration Enhancements: Added the ability to use the /relatedTicket=#### command (in which the ‘####’ equals the SAP ticket number) to attach a chat transcript to an existing ticket in SAP. After the chat ends, the chat will be appended to the related ticket in SAP as a new note. Read more technical documentation here.
•  Updated Messaging and Live Chat product logos to use the most up-to-date TeamSupport logo and branding. SnapEngage previously joined forces with TeamSupport in May 2021 and was subsequently re-named to TeamSupport Messaging and Live Chat in Spring 2022.
•  Released minor UI changes (i.e. updated certain Messaging Hub colors and fonts) based on UX research, customer feedback, and an ongoing effort to begin unifying styling across the TeamSupport product suite. We welcome your feedback about our recent UI changes.

Bug fixes

•  Addressed a bug which caused system message text to be displayed to the agent at the incorrect time.
•  Addressed a bug which sometimes caused the Sneak Peek feature to not work for certain accounts.
•  Addressed a bug which caused an inability for certain customers to deactivate the Hours of Operation setting.
•  Addressed a bug which caused Guide Bots configured in the Reserve Tier to automatically send out new proactive chat invitations even after the widget’s capacity threshold on the primary Priority Tier(s) had been reached.

Product enhancements

•  Supervisor: Made additional improvements to Supervisor in order to further mitigate performance issues that were previously identified in September (i.e. loading delays). We will continue to release even more performance optimizations in the upcoming weeks to further improve the user experience for Supervisor (including adding pagination to Supervisor in early 2023 to further improve the experience particularly for high chat volume customers).

Bug fixes

•  Addressed a bug where the Destination Log information was not present in various viewcase links.
•  Addressed a bug that affected the SAP integration and caused an inability to properly link chats to existing SAP tickets.
•  Addressed a bug in the Messaging Analytics which caused the Average Time in Queue and Average Wait Time metrics to have some inconsistencies.
•  Addressed a bug where certain customers were logged out of the Hub due to inactivity even in cases where the session activity setting was disabled in the Admin Dashboard.

Product enhancements

•  Supervisor: Made improvements and optimizations to Supervisor in order to mitigate loading and typing delays due to very high chat volumes. We will continue to release even more Supervisor performance optimizations in the upcoming weeks to further improve the user experience, particularly for those customers who routinely experience very high chat volumes.
•  Security enhancement: Made a change to redirect any HTTP requests to HTTPS services. Any HTTP requests, including communications related to Messaging APIs, will now automatically redirect to the HTTPS equivalent. This is in line with SaaS industry security and privacy best practices. The use of unencrypted HTTP communications is being deprecated throughout the product because they are unable to support modern security protocols.

Bug fixes

•  Addressed a bug where the Admin Dashboard Analytics > Labels drill down results did not match the selected date.
•  Addressed a bug where consumers of the Integration API saw dates that were formatted incorrectly.
•  Addressed a Supervisor-related bug where it was not possible for users to expand the right-side contact information panel after previously hiding the contact information panel.
•  Addressed a bug where the Hub setting to “Automatically sign out the agent when they are inactive” did not always work consistently if the 30-minute time-out option was selected.
•  Addressed a bug related to SMS-to-Chat when used in conjunction with an Answer Bot, in which the Answer Bot would sometimes fall into a “looping” behavior instead of proceeding to the next step.

Product enhancements

•  SAP Integration Enhancements: Added the ability to append chats to an existing SAP ticket to improve integration flexibility. This is especially valuable and creates more efficiencies for clients who routinely have multiple conversations about a single issue with the same customer. Read more technical documentation here.
•  Migration to Firebase technologies: Added a real-time notification in the Messaging Hub for any users that experience issues connecting to Firebase technologies. Please review this Firebase Connectivity Overview and Troubleshooting Guide to learn more about which Firebase hosts the Messaging Hub needs to access and to view troubleshooting tips and tricks.

Bug fixes

•  Addressed a bug where links within the Messaging Hub were not opening properly upon click.
•  Addressed a bug where the date was incorrectly formatted when a chat transcript was copied to the clipboard.
•  Supervisor: Addressed a bug where the main administrator on an account was unable to properly access Supervisor mode in certain cases.
•  Supervisor: Addressed a bug where certain users that were configured across multiple organizations were unable to access Supervisor properly.
•  Addressed a bug where some clients were unable to add existing agents to a widget when the maximum number of purchased agents threshold had been reached.
•  Guide Bot: Addressed a bug that occurred when a user uploaded an image or animated GIF to the bot prompt, did not save changes, and then deleted the image which caused the bot editor to go into a weird state and display a broken file icon.
•  Addressed a bug which caused an unintentional string of characters to display in the Hub while sending a file request from the agent to a visitor (actual file request and transfer functionality was not impacted).
•  Addressed a bug which caused bot buttons to remain active even after the chat closed/idled out. Now, after the chat closes the bot buttons will be disabled to improve the user experience.

Product enhancements

•  Provisioning API: Added new fields (scheduleChatSettings), (scheduleCallSettings) to the Provisioning API; updated associated technical documentation on Developer.snapengage.com.
•  Hub SDK: Added an enhancement to allow expansion of the right-side panel when using the Hub SDK to display integrated content inside the Hub. Now, the maximum panel width has been increased to 800px to better accommodate wider screens and improve usability and flexibility of the Hub. View technical documentation here.
•  Hub SDK: Added an enhancement to include the agent’s email address in the Hub SDK send events to improve traceability of the events and provide improved reporting. View technical documentation here.

Bug fixes

•  Addressed a bug in the SMS to Chat functionality where the chat would loop to the beginning of a Guide Bot script instead of transferring the visitor to a Post-Chat Survey.
•  Addressed a bug where billing receipts for the same invoice number could not be viewed due to a server error.
•  Addressed a bug that caused the Guide Bot to not always collect all required labels prior to transferring the chat to a human agent.
•  Addressed a bug that caused display issues when the Open Sans font was selected in the Design Studio settings.
•  Addressed a bug that caused the agent alias to change to an email address whenever a file was sent to the visitor.

Product enhancements

•  Hours of Operation: Updated and enhanced the hours of operation UI to support multiple time ranges within a given day for improved flexibility and customization. This enhancement applies to the Live Chat hours of operation and Call-Me hours of operation. The new UI is also more intuitive and saves users time with the ability to apply a specific day’s schedule (Monday) to all weekdays with a single click to support common business workflows. View additional documentation here.

Bug fixes

•  Addressed a bug where a conversation timed out and was sent to the integration prior to setting the required labels.
•  Addressed a bug which caused certain Guide Bot configurations to sometimes refresh/”flash” repeatedly (on the visitor side) during a page redirect action.
•  Supervisor: Addressed a bug which caused some Supervisor chats to become “stuck” in the Hub even after the chat ended and required labels were applied.

Product enhancements

•  Guide Bot Images: Added the ability for users to upload images and animations to bot prompts for the Guide Bot and Chatbot API to enrich the chatbot experience and improve overall UX. Supported file types include: PNG, JPG, GIF. Contact your Account Manager or Client Success Manager to learn more and schedule a demo. View additional documentation here.
•  Added the ability for users to scroll and view extra-long images in the chat window
•  SAP Integration: SAP integration: For agent mapping purposes, we improved the employee lookup logic to only search the FormattedName field. This is more aligned with how the agent mapping lookup works for other supported integrations.
•  Supervisor: Added the ability for the agent Whisper/Reply toggle to remember the previous state for each individual active conversation. If an agent navigates to a different conversation and then back to the original one, the previously-used “state/mode” (either Reply or Whisper) for that conversation is now remembered for an improved user experience.
•  Added support for rendering images sent as URLs to improve the visitor experience and make image rendering more consistent overall
•  Improved the ability to quickly export Logs for high-traffic clients that routinely export batches of 100K+ cases
•  Branding Update: Updated product logos to use the latest TeamSupport logo/brand as part of ongoing efforts to unify under the TeamSupport brand. Please note that this entails no changes to the legacy SnapEngage product functionality and the re-branded TeamSupport Messaging & Live Chat product remains a core focus of the TeamSupport combined product suite. SnapEngage joined forces with TeamSupport a year ago in May 2021. Read more here.

Bug fixes

•  Addressed a bug where an apostrophe in the user’s email address passes an incorrect character; preventing the case from being properly sent to the integrated CRM or help desk.
•  Addressed a bug which caused a server error in the Weekly Stats email.
•  Addressed a bug which caused an inability for a chat to be closed in the Hub when it contains “=” as a free-form Label value.
•  Addressed a bug that caused Guide Bot steps which contain links to temporarily display as a blank box.
•  Addressed a bug that occasionally caused cases (which ran into issues during processing) to send a duplicate case to the integrated Zendesk account.
•  Addressed a bug where Auto Translate messages were duplicated for the visitor after refresh.