Jonquil

Last update August 14, 2024

What's new	Learn more
Messages API	WhatsApp templates - Four new button types and limited-time offer
RCS	RCS message templates (India only) are now available in Flow Moments feature parity update
Answers	New Open channel API is now available to use with your chatbot New URL button element is now available in WhatsApp You can now use People elements in the Session expire dialog
Moments	New In-app channel element is now available in Moments
Mobile push and In-app messages	New In-app messages channel is now available
Apps and Integrations	RCS on Salesforce Marketing Cloud messaging Opt-out for Oracle Eloqua Answers on Oracle Responsys [Early Access] WhatsApp and RCS on Emarsys [Early Access]
Conversations	Private agent assignment New sorting and ordering for conversations in My Work [Early Access] Maximum number of tags in a single conversation
Conversations API	WhatsApp callback data integration Get conversation method update
Live Chat	Bringing support for header customization in Flutter for Live Chat SDK

Messages API

WhatsApp templates - Four new button types and limited-time offer

We have expanded WhatsApp template capabilities in the Messages API. This update introduces four additional interactive button types and a new limited-time offer feature.

These enhancements ensure feature parity with the WhatsApp API (opens in a new tab), allowing users to send more dynamic and engaging messages.

Key features:

• New button types: Flow, Copy code, Catalog, Multi-product.
• Limited-time offer: Add time-sensitive offers with an expirationTime parameter.

These additions enhance the flexibility of your messaging strategy, enabling richer customer interactions. The new features are now available for all users.

RCS

RCS message templates (India only) are now available in Flow

RCS message templates (India only) are now integrated into Flow, enhancing your ability to create dynamic and personalized customer interactions.

Key features:

• Template selection: Choose from various pre-designed RCS templates, streamlining message creation.
• Personalization: Customize messages with specific parameters to deliver tailored customer experiences.
• Seamless integration: integrate RCS messages into your existing flows, enabling automated, rich media communication.

How to use:

1. Navigate to Moments > Flow > Create flow.
2. Add the Send RCS message element and select or create a new message.
3. Choose the Template content type, select a template specific to your needs, and personalize it.
4. Activate and launch your flow for an enhanced communication experience.

You can find more in-depth guidelines here.

This feature, exclusively available for the Indian market, provides a powerful tool to leverage the rich media capabilities that RCS offers for automated workflows, giving you a unique advantage in your customer communication.

Moments feature parity update

We have updated feature parity for Moments. Check it out here (opens in a new tab).

Answers

New Open channel API is now available to use with your chatbot

Use the Open channel API to exchange messages between your messaging application and your Answers chatbot. You can build your own messaging application and connect it to the chatbot by using this API.

For more information about the API, refer to the Answers over API documentation and the API (opens in a new tab) documentation.

New URL button element is now available in WhatsApp

Use the URL button element to send a call-to-action (CTA) button along with text to the end user. The CTA button directs the end user to a specific URL. Example: Link to your website, FAQ page, or other online resources.

For more information about the element, refer to the URL button documentation.

Use People elements in the Session expire dialog

You can now use the following People elements in the Session expire dialog.

• People custom event
• People profile
• People tags

Moments

New channel element, Send In-app message, is now available

A new channel element, Send In-app message, is now available in Moments. Use this element to create and send in-app messages to end users.

For more information about this element, refer to the Send In-app message element and the Mobile push and In-app messages documentation.

Mobile push and In-app messages

In-app messages is now available as a separate channel

In-app messages is now available as a separate channel in Flow and Broadcast. Use the new In-app message editor to create the message. Preview the message in the editor and then use it in the Flow or Broadcast.

For more information, refer to the Send an In-app message documentation.

Apps and Integrations

This release includes the following apps and integrations.

RCS on Salesforce Marketing Cloud messaging

This release introduces RCS as the next channel to our Salesforce Marketing Cloud messaging integration. The release includes the following features:

• RCS sending is supported including its multimedia and interactive content types
• The current list of channels supported by this integration are: SMS, MMS, RCS, WhatsApp, Viber BM, Kakao Chingu, and Alim Talk

For more information, go to the Salesforce Marketing Cloud messaging (opens in a new tab) listing.

To view the documentation, see the Salesforce Marketing Cloud messaging documentation (opens in a new tab).

Opt-out for Oracle Eloqua

The SMS and WhatsApp Messaging integration for Oracle Eloqua now offers the Opt-out feature. This feature offers the ability to:

• Configure your keywords for opt-out and save the subscription status directly to the Eloqua customer profile
• Filter contacts entering campaigns based on the opt-out parameter

For more information, go to the SMS and WhatsApp for Oracle Eloqua (opens in a new tab) listing.

To view the documentation, see the Oracle Eloqua messaging (opens in a new tab) documentation.

Answers on Oracle Responsys [Early Access]

This feature empowers users of our Responsys WhatsApp and Viber integration with chatbot-building capabilities directly in Responsys to create a conversational experience. All without leaving Oracle's marketing platform.

• Chatbot building user interface from Answers is embedded directly inside the Responsys environment
• A marketing persona can now build a full end-to-end journey, starting with a promotional message, continuing as a conversation with a chatbot, and ending with updated customer profile data in Responsys.

WhatsApp and RCS on Emarsys [Early Access]

This is a new integration based on webhook nodes that let you add the popular digital channels, WhatsApp and RCS, to Automation Programs in Emarsys.

• WhatsApp: allows sending template messages
• RCS: sending text and file messages is supported; cards and carousels are coming soon

Conversations

Private agent assignment

By utilizing this new feature, you can provide a consistent and personalized experience for specific customers by allowing them to interact with the same assigned agent. Additionally, you can tailor agent assistance based on customer preferences to ensure they receive the most suitable agent for their specific needs.

For more information, see the following documentation: Private queues (opens in a new tab) and Dedicated agents (opens in a new tab).

Sorting and ordering in My Work (Early Access)

With this initiative, we are introducing advanced sorting and ordering options to help agents efficiently prioritize and handle conversations, ultimately enhancing their productivity and customer satisfaction.

Key features:

• Improved workflow: Agents can better prioritize conversations, reducing the time spent searching for the next conversation to address.
• Enhanced productivity: By minimizing the confusion caused by reshuffling conversations, agents can focus more on resolving issues efficiently.
• Customization: Allows agents to tailor the My Work page to their specific needs and use cases, increasing their overall effectiveness.
• Increased customer satisfaction: More efficient agents lead to quicker response times and better customer service quality.

Please note that the sorting options below will only apply to conversations that are created or updated after this feature is live:

• All messages
• Conversation assigned
• Customer reply

Conversations created before the feature is implemented and not updated afterward (e.g., new messages received or assignments changed) will appear at the bottom of the list.

For more information, see Sorting and ordering (opens in a new tab).

Maximum number of tags in a single conversation

From now on, a single conversation can have a maximum of 100 tags (opens in a new tab).

Conversation API

WhatsApp callback data integration

With this release, we are introducing a more customized and automated message routing system based on specific attributes. This enhances message processing and routing capabilities within Conversations, resulting in more efficient and personalized customer interactions.

Get conversation method update

The pendingSince value in the Get conversation (opens in a new tab) method has been deprecated as of July 26th, 2024, meaning no fixes or updates will be provided. This value will be completely removed after November 1st, 2024.

Live Chat

Header customization in Flutter for Live Chat SDK

This release is introducing support for header customization capabilities in Flutter for Live Chat SDK. This new feature enables developers to personalize and enhance the chat experience within their applications.