Multichannel Version 2.6.0 Release

November 26, 2024

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

Desktop Notifications

In the previous versions, desktop notification configuration such as alerts and sounds can only be done through the settings in each browser only. In addition, the sound notification only appears when there is a new conversation or the agent joins in a conversation.

The desktop notifications feature is only for Multichannel via desktop only. This feature provides settings for when alerts and sound notifications are raised. There are two conditions to enable alert and sound notification, namely:

Alert and sound notification will be active every time there is a new conversation or when an agent joins in,
Alert and sound notification will be active everytime there’s incoming message from customer.

This desktop notification setting is available for each admin, supervisor and agent dashboard. Here is the desktop notification setting via the admin / supervisor dashboard:

Click the Setting menu,
Click Notifications menu,
Enable Show alerts and sounds when there is a new conversation or an agent joins conversation’s toggle if you want alerts and sound notifications to appear every time a new conversation or agent joins a conversation. The default setting is active,
Enable Show alerts and sounds on every message coming from the customer’s toggle if you want alerts and sound notifications to appear every time there is a new message from the customer. The default setting is off.

The following are desktop notification settings through the agent dashboard:

Click Setting Menu
Click Notifications Menu
Enable Show alerts and sounds when there is a new conversation or an agent joins the conversation's toggle if you want alerts and sound notifications to appear every time a new conversation or agent joins a conversation. The default setting is active.
Enable Show alerts and sounds on every message coming from the customer's toggle if you want alerts and sound notifications to appear every time there is a new message from the customer. The default setting is off.

Enhancement of WhatsApp HSM

Support Submit HSM/Broadcast Template with Multiple Language

In the previous version, submit message templates both on the broadcast message page and HSM template you can only choose one language from the two languages provided, namely Indonesian and English. In this version Multichannel support to multiple languages submission in accordance with the language supported by WhatsApp https://developers.facebook.com/docs/whatsapp/message-templates/creation. Each language for the HSM template requires approval in each language.

There are different steps to submit a 24 hour HSM template from the previous version by adding multiple language fields. Here are the steps to submit a 24 hour HSM template:

Select the desired WhatsApp account on the WhatsApp Integration page
Click 24 Hours HSM Template button
If you don't have a 24 Hours HSM template then select No, then choose the desired language. You can also choose multiple languages.If you already have a 24 Hours HSM template, then select Yes, and enter the required info in accordance with the template that has been approved by WhatsApp
Click Next to continue
Click the desired language (if in Step 3 you select multiple languages)
Enter content according to the language chosen in Step 5If you choose multiple languages, the content you enter must also match the language you have chosen and the amount of content you input must also be the same as the number of languages you have chosen.
Click Submit

The followings are the steps to submit a Broadcast Template:

Click the Add template button on the Settings - Broadcast Template page,
If you don't have the HSM template then select No, then select the desired language. You can also choose multiple languages. If you already have an HSM template, then select Yes, and enter the required info in accordance with the template that has been approved by WhatsApp,
Click Next to continue,
Click the desired language (if in Step 3 you chose multiple languages),
Enter the content according to the language selected in Step 5. If you choose multiple languages, the content you enter must also match the language you have chosen and the amount of content you input must also be the same as the number of languages you have chosen,
Click Submit.

Edit CSV File Tutorial

In this version there is the addition of a tutorial link located on the page Settings - Broadcast message, this tutorial contains procedures for editing CSV templates so that the file still remains in the specified format.

User Experience Improvement

This version includes user experience improvement, including the following:

If HSM isn’t activated yet then in the Admin’s dashboard, there is a pop up in the send message area containing the chat information has expired and the information "Please setup the 24 Hours HSM Template first in WhatsApp Integration and learn more in this documentation" that covers the send message textfield. The documentation link leads to https://documentation.qiscus.com/multichannel-customer-service/channel-integration#hsm-template-after-24-hours-in-whatsapp. If this pop up is closed it will bring up the send message textfield again
If HSM isn’t activated yet then in the Agent’s and Supervisor’s dashboard, there is a pop up in the send message area that contains the expired chat information, the Send HSM button and the "Please contact Your Admin" information that covers the send message textfield. If this pop up is closed it will bring up the send message textfield again
If you enable HSM then in the admin / supervisor / agent dashboard, there will be a pop up in the send message area that contains Expired information, remaining HSM quota information and the Send HSM button that covers the send message textfield. If this pop up is closed it will bring up the send message textfield again and the expired label and the send HSM button on chat & customer information will still appear
Changing user’s last message into customer’s last message on the Tooltips of Expired / Expiring Labels on Chat & Customer info
Adding information “You will be charged every time you send a 24 Hours HSM to your customer.” on Select Language Pop up after clicking Send HSM Button
Adding information "You will be charged every time you send a broadcast message to your customer." on Send broadcast message Pop up
Changing HSM Template into 24 Hours HSM Template on HSM Template Button on WhatsApp Integration page

HSM Credit

In this version there is 24 hours HSM template + broadcast message credit remaining information in each app id. This information will be displayed on the following page:

Inbox page in the send message area
Information will only be displayed if a conversation has expired

New broadcast message page on the Send broadcast pop up

Refine login page
Support quick reply bot
Add search by division on all agents for agent analytic and agent management feature
Remove email validation on custom channel webhook
Hide some channel for essentials plan
Set false visible button if time is null
Disable spellcheck for note's text box
Show text field of send message even when a conversation is expired
Add flow to save 24 Hours HSM log
Remove payment summary (no tax included) in an invoice
Hide channel in the filter if already disconnected
Remove text 'below' in system message of 24 Hours HSM
Hide WhatsApp broadcast only for Essentials Lite plan
Support WhatsApp sticker*
Add detailed error message when failed sending message to Facebook
Hotfix delete agent doesn't update room info when there are 2 participant
Hotfix prevent create agent if the division is empty
Hotfix toggle of 24 Hours HSM Template still active after deleting a template
Hotfix blinking countdown when conversation for WhatsApp is expiring
Hotfix filter resolved as agent
Hotfix remove add agent race condition
Hotfix pop up when editing supervisor
Hotfix redirect URL of inactive app
Hotfix for customer last timestamp is null
Hotfix user info WhatsApp HSM
Hotfix resolve pop up show faster
Hotfix reset form is not showing up when user has logged in
Hotfix cURL command generator error on Facebook's client
Hotfix redirect to a verified page after register
Hotfix revive agent
Hotfix agent not restored
Hotfix unstable connection
Hotfix Facebook token can expire
Hotfix 24 Hours HSM with no params error
Hotfix handle new room list unstable first page
Hotfix custom channel not recording first comment timestamp on agent
Hotfix trailing slash on WhatsApp channel base URL
Hotfix tags in Inbox render HTML
Hotfix agent can not find unserved room
Hotfix customer's room improvement
Hotfix breaking admin avatar
Hotfix parameterized query of search
Hotfix maximum length of division in agent management setting
Hotfix tooltip of agent division in assignment agent list
Hotfix trim email login field
Hotfix enable WhatsApp URL preview
Hotfix Get Customer button in Android application
Fix wrong URL redirect to upgrade page

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

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