Multichannel Version 2.0.0 Release

Hi there, Good news! We have made some improvements in Multichannel. Below are the list of changes

• Multiple LINE Integration

In the previous version, if you need integrate more than one LINE Messenger then you’ll need to use custom channel. In this version, you can integrate multiple LINE Messenger more easily. The steps for integration are no different from the previous version.

In this version, you can change the channel badge icon and give a name to each integration. Following are the steps for LINE Messenger integration:

1. Select Add Line Account on the LINE Messenger Integration page,
2. Upload channel badge icon. The default channel badge icon is the LINE Messenger icon. This icon is used to identify the channel source,
3. Give a name to the LINE integration. This name is used as an identifier to distinguish it from other LINE Messenger channels,
4. Enter the Channel Access Token and Channel Secret on the LINE Developer dashboard,
5. Confirm integration by clicking the Connect button,
6. Finally, copy webhook URLs that are automatically generated. Then Paste the webhook URL in the LINE Developer Messaging API section. Click Verify to find out whether the integration was successful or not.

That will connect your LINE Official Account with Qiscus Multichannel CS Chat and now you can receive messages from Line. If you want to integrate with other LINE Official Accounts, repeat the steps above.

After you have successfully integrated this channel, you are only allowed to change the channel badge icon and the name of the LINE integration. If you want to disconnect the channel then click the Disconnect button. Disconnecting means to delete a channel that was previously connected, so that it cannot communicate again. Before Disconnecting a channel, we recommend that you ensure that no agent still handles chat rooms on the channel to be disconnected. This is because if you disconnect a channel, all agents that still handle a chat room will be taken out from the disconnected channel, so that the agent in question cannot access the chat room. However, Admin / Supervisor can still access it, but cannot do any follow-up.

• Multiple WhatsApp Integration

In the previous version, if you need more than one WhatsApp integration, then you use a custom channel. In this version, you can integrate with several WhatsApp more easily. The steps for integration are no different from the previous version.

In this version, you can change the channel badge icon and give a name to each integration. Following are the steps for WhatsApp integration:

1. Select Add WhatsApp Account on the WhatsApp Integration page,
2. Upload channel badge icon. The default channel badge icon is the WhatsApp icon. This icon is used to identify the channel source,
3. Give a name for WhatsApp integration. This name is used as an identifier to distinguish it from other WhatsApp channels,
4. Input the Encoded User Token. Learn more at the WhatsApp Business API.
5. Input the WhatsApp Server Base URL.
6. If you already have an SSL certificate installed on WhatsApp API, set SSL to true by toggling "Support SSL".
7. Confirm integration by clicking the Connect button,
8. Finally, copy webhook URLs that are automatically generated. Then Paste the webhook URL in the WhatsApp API settings.

If everything is set up correctly, you will be able to see messages coming through your WhatsApp number. If you want to integrate with other WhatsApp accounts, repeat the steps above.

After you have successfully integrated this channel, you are only allowed to change the channel badge icon and the name of the WhatsApp integration. If you want to disconnect the channel then click the Disconnect button. Disconnect means to delete a channel that was previously connected, so that it cannot communicate again. Before Disconnecting a channel, we recommend that you ensure that no agent still handles chat rooms on the channel to be disconnected. This is because if you disconnect a channel, all agents that still handle a chat room will be taken out from the disconnected channel, so that the agent in question cannot access the chat room. However, Admin / Supervisor can still access it, but cannot do any follow-up.

• Multiple Facebook Integration

In the previous version, if you need more than one Facebook Business Page integration, then you use a custom channel. In this version, you can integrate with multiple Facebook Business Pages more easily. The steps for integration are no different from the previous version.

To connect to Qiscus Multichannel CS Chat, the first thing you need to make sure is that you already have a Facebook Account and a Facebook Business Page.

After that, just follow these simple steps:

1. Select Add Facebook Account on the Facebook Messenger Integration page,
2. Connect to your Facebook page by clicking the Continue with Facebook button,
3. Upload channel badge icon. The default channel badge icon is the Facebook Messenger icon. This icon is used to identify the channel source,
4. Select the Facebook Business Page that you want to connect to. The page name is used as an identifier to distinguish it from other Facebook Messenger channels,
5. Finally, confirm the integration by clicking the Connect button.

If you want to integrate with other Facebook Business Pages, repeat the steps above. That is all! Easy right?

After you have successfully integrated the channel, you cannot change your Facebook Business Page. You are only allowed to change the channel badge icon. If you want to disconnect the channel then click the Disconnect button. Disconnect means to delete a channel that was previously connected, so that it cannot communicate again. Before Disconnecting a channel, we recommend that you ensure that no agent still handles chat rooms on the channel to be disconnected. This is because if you disconnect a channel, all agents that still handle a chat room will be taken out from the disconnected channel, so that the agent in question cannot access the chat room. However, Admin / Supervisor can still access it, but cannot do any follow-up.

• Agent Management

In this version, Agent can only be assigned to channels that have been integrated. Agents can be assigned to all integrated or specific channel only.

• Searching Agent Feature When Assigning Agent

In the previous version, the assigning agent list on the Inbox page did not have a search feature, making it difficult to find agents if there were a lot of them. In this version, the search feature is added to the assigning agent list on the Inbox page either during Add Agent by Admin / Supervisor or during handover by Agent to another Agent. Search can be done by using name or email.

• Facebook integration now only store page token to get long-lived token
• Add delay typing in 5 second
• Change bot documentation URL for Step 1 in bot integration
• Hide delete agent in agent management
• Hide mobile menu in admin and supervisor dashboard
• Reduce WhatsApp error with improvement in check WhatsApp contact
• Remove order to get maximum query time
• Hotfix agent search room still get non-eligible room after agent is removed
• Hotfix trim file attachment URL for image chat template
• Hotfix qiscus webhook for card type in Line and Facebook
• Hotfix Facebook login button not working as intended
• Hotfix export chat issue with adding condition check while updating first comment id on first interaction
• Hotfix blank display of list chat room in tab "All" after scroll
• Hotfix handle bot message nil
• Hotfix WhatsApp Caption
• Hotfix Facebook token expired, using long-lived token instead of temporary token
• Hotfix typing indicator in Qiscus Multichannel Dashboard and Qiscus Widget

For further information, feedback or questions about the changes above, please feel free to drop us some feedback at https://support.qiscus.com/.

Best regards,
Multichannel Product Team