Ginger
Last update May 08, 2024
| What's New? | Learn More |
|---|---|
| Conversations | Position in queue Improvement of message delivery report Updated list of supported attachments Agent overview in My Work Notifications improvement Introducing a new GET API endpoint |
| Metrics API | New API metrics |
| Authentication international rates | |
| Messages API | Scheduling Deep links in Viber Business Messaging |
| Numbers | Resource Management API |
Conversations
Calls - Position in queue
The release introduces enhancements to the waiting strategy for calls, primarily focusing on improving the customer experience within the call center environment. One significant improvement involves providing callers with an estimated waiting position in the queue. This transparency empowers customers to manage their expectations better, ultimately reducing frustration and enhancing overall satisfaction with the call center service.
Improvement of message delivery report
With this improvement, you can now identify recipients who have not received the email because of its failed status, along with the status of each message recipient, accessible via the tooltip.
Supported attachments in Email
The list of supported attachments in Email has been extended.
Agent overview in My Work
With this change, the Email user interface in Conversations has been significantly updated, including:
- A new file tab for all attachment types within the selected conversation
- A new modal displaying email details across the entire screen
- The ability to download all attachments as a zip file
- An updated attachment overview with a dark background, rotation, zoom, and arrow switch or click navigation.
- New sender icons, aliases, and message boxes with a different information order and appearance.
Notification improvements
This release brings notification improvements through a combination of stable technical solutions, customizable notifications per queue, and sound alerts. It includes the following:
- Sound notifications, configurable by agent (turned off by default)
- 2 new notification types, configurable on queue level when:
- New conversation arrives in the queue
- New message arrives in a conversation from the queue
GET Simulate routing endpoint
This release is bringing a new API endpoint: GET Simulate routing. The GET Simulate routing endpoint is used to retrieve routing results for existing conversations. This method allows you to obtain information about the routing process for a conversation without actually executing the routing. If an agent is currently assigned to the conversation, this API will not modify the assignment; instead, it provides insights into the expected routing outcome. Closed conversations cannot be routed using this method.
Metrics API
SMS metrics calculation refinement
To ensure a consistent approach to metrics terminology across the platform, we improved the SMS metrics calculation methods. The updated Total traffic metrics now includes counts for individual messages or message segments (parts), offering a more comprehensive SMS usage overview. The new Total SMS messages metrics reports the total number of distinct SMS messages sent, regardless of their segmentation. We also updated the Total sent and Delivered metrics to accurately reflect segments counts.
As part of the update, we retired the Total segments metrics. That data is now integrated into the Total traffic metric. The changes are applied retroactively, ensuring the accuracy of historical data and allowing a more reliable analysis.
Applying new authentication international rates for business located in India and Indonesia.
Messages API
Scheduling
Use scheduling to plan and manage your communication. Specify the content, sending time, and target channels in advance.
Deep links in URL for Viber Business Messaging
You can add deep links in URLs for buttons in Viber Business Messaging.
Numbers
Resource Management API
Resource Management API is a new API that allows you to manage inbound message configuration for your Numbers. It currently supports the SMS, MMS, and WhatsApp channels.
The benefits of the Resource Management API (compared to Number Management API) include:
- Use a number instead of numberKey (no need to have mapping on your side)
- Ability to set an explicit format (renderer) of the inbound message for HTTP forwarding
- Additional configuration options per channel (auto-response, blocklist), plus no breaking changes when a new action is introduced
For more information, see the Resource Management API (opens in a new tab) reference.