Multichannel Version 2.7.0 Release

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

• Enhancement of Custom Channel

In the previous version, Multichannel was able to integrate with custom channels. However, there are still some limitations that can not be done by custom channels, including the following:

1. There are no settings to change the default badge icon on the custom channel
2. Cannot filter channels based on custom channels in the Inbox chat list
3. Not yet able to define which agent can only handle certain custom channels

In this version, there are some improvements to the custom channel. On the custom channel integration page, add a setting to set the badge icon. UI changes were also made as in the integration of Facebook / Line / WhatsApp channels.

The filter feature in the Inbox chat list is added a filter for the custom channel. You can filter the custom channel b selecting the Custom Channel option in Filter by Channel. It works the same as filters on other channels (Facebook / Line / WhatsApp / Telegram / Qiscus Widget). If you select Custom Channel, the chat list will display all chat rooms that come from the custom channel. Users can not choose specific custom channel yet, so if the user integrate two custom channel, then it will show both.

On the agent management settings page, you can select specific custom channels in the Assigned to section when you create / update agents. Thus, you can define an agent that can only handle specific custom channels.

• 24 Hours HSM Logs

 In the previous version, there were no statistical data for 24 hours HSM log in the Multichannel dashboard. If the user wants to see 24-hour HSM log statistics, the user must contact Qiscus. This is certainly less efficient. In this version, you can see 24 hours HSM logs through the Multichannel dashboard. Only Admin can access 24 hours HSM log.

Admin can access 24 hours HSM log on the page WhatsApp Integration. The 24 hours HSM log only appears if you have already sent 24 hours HSM. Information that can be obtained in this log includes:

1. HSM Quota Left: the remaining HSM quota you have. If HSM Quota Left is 0, you cannot send HSM and you need to refill if you want to send HSM,
2. Total HSM: total 24 hours of HSM you have ever sent,
3. Pending HSM: the number of 24 hours HSM that is still in the queue to be sent or that is being sent,
4. HSM Sent: the number of 24 hours HSM that has been sent but has not been received by the recipient,
5. Delivered HSM: the number of 24 hours HSM that the recipient has received and read,
6. HSM Failed: the number of 24 hours of HSM that failed to send,
7. HSM Logs: 24 hour HSM logs that you have ever sent. You can view information on when HSM was sent, template name, room log id, phone number, status, etc.

• Support Qiscus Widget Initiation with Extra User Params

In the previous version, the Qiscus Widget login form can only contain the customer's name and email / phone number. If you need other information from the customer, then you should ask the customer directly. For example, you want the customer to be able to fill in the division to which the consultation will take place and also what questions will be asked. In this version, you can customize the Qiscus Widget to add other fields according to your needs. Here are the steps you can take:

1. Copy the code snippet on the page Qiscus Widget Integration, then paste the script in the body tag,
2. Add the extrasField field to the qismoConfig variable to suit your needs. Example:
   

   <script>
    qismoConfig = {
    extrasFields: [
    {
    label: 'Departments', // Field Label
    name: 'departments', // Field name
    placeholder:'Select Departments', // Field Placeholder
    type: 'select', // Type of Field
    options: [{label:'Human Resource', value: 'human_resource'}, {label:'Finance', value: 'finance'}],
    visible: true, // If set to false then the field is hidden on the login form */
    },
    {
    label: 'Pertanyaan',
    name: 'question',
    placeholder: 'Tanyakan pertanyaan anda disini',
    type: 'textarea',
    visible: true,
    },
    {
    label: 'User Type',
    name: 'user_type',
    value: 'VIP', // Acquired from database, so no field needed
    visible: false,
    },
    ],
    }
   </script>

3. Add style according to your needs. Additional form styles are not provided from Multichannel, but you can add the style yourself as needed. Example:
   

   <style>
    form.qismo-login-form__body.extras-form .qismo-input {
    margin-bottom: 5px;
    }
    .qismo-input textarea {
    border: 0;
    padding: 10px;
    width: 100%;
    box-shadow: 0 3px 17px rgba(0,0,0,.05);
    }
    .qcw-cs-wrapper .qcw-cs-box-form h3 { font-size: 18px; }
    .qismo-login-form__header { padding: 30px; }
   </style>

4. The following is an example of the complete Qiscus Widget code from the customization above:

   <style>
    form.qismo-login-form__body.extras-form .qismo-input {
    margin-bottom: 5px;
    }
    .qismo-input textarea {
    border: 0;
    padding: 10px;
    width: 100%;
    box-shadow: 0 3px 17px rgba(0,0,0,.05);
    }
    .qcw-cs-wrapper .qcw-cs-box-form h3 { font-size: 18px; }
    .qismo-login-form__header { padding: 30px; }
   </style> 
   
   <script>
    qismoConfig = {
    extrasFields: [
    {
    label: 'Departments', 
    name: 'departments', 
    placeholder:'Select Departments',
    type: 'select', 
    options: [{label:'Human Resource', value: 'human_resource'}, {label:'Finance', value: 'finance'}],
    visible: true, 
    },
    {
    label: 'Pertanyaan',
    name: 'question',
    placeholder: 'Tanyakan pertanyaan anda disini',
    type: 'textarea',
    visible: true,
    },
    {
    label: 'User Type',
    name: 'user_type',
    value: 'VIP', 
    visible: false,
    },
    ],
    }
    document.addEventListener('DOMContentLoaded', function() {
    var s,t; s = document.createElement('script'); s.type = 'text/javascript';
    s.src = 'https://qismo-stag.qiscus.com/js/qismo-v2.js'; s.async = true;
    s.onload = s.onreadystatechange = function() { new Qismo("ods-cc6rmwouax2thbow3", {staging: true}); }
    t = document.getElementsByTagName('script')[0]; t.parentNode.insertBefore(s, t);
    });
   </script>

   
5. If the customer submits the login form, you can see other information from the additional fields on the Multichannel Dashboard Inbox page section Chat & Customer Info - Additional Info.
   

• Support WhatsApp Group

WhatsApp Business API has released an API for Groups Beta. Along with that, Multichannel needs to support WhatsApp Group. In this version, Multichannel supports WhatsApp Group but there are still some limitations. The following are the limitations:

1. Making WhatsApp group can only be done via the API provided by Multichannel
2. WhatsApp groups that can appear in the Multichannel dashboard chat list are only those created via the Multichannel API
3. Customers can only join groups via Invite Link in Additional Information on the Inbox - Chat & Customer Info page
4. The participant group list is not displayed on the Multichannel dashboard, but can be seen through the API provided by Multichannel
5. Edit room names must be from the Multichannel API

WhatsApp Group is different from normal chat rooms. In WhatsApp Group there are no features for Resolved and the Expired chat system does not apply. On the Inbox chat list page, WhatsApp Group is marked with a group icon near the avatar.

• Support Multiple Image Upload

In the previous version, uploading images on Multichannel can only be done one by one. In this version, you can choose more than one image to upload. You can also add a caption for each image that you want to upload. Here are the steps to upload multiple images:

1. Access the chatroom that you want to send the picture to,
2. Click the image icon,
3. Select some pictures that you want to send,
4. On the preview page, you can add a caption for each image,
5. Click Send to send the picture,
6. Wait for the image upload process to succeed. The status of the upload process can be seen on the lower right side of the chatroom.

• Add sequential loading for javascript resources
• Add scope division on the all agent list
• Add flow to set RoomLog's is_resolved
• Add is_resolved to room log
• Add flow for unlimited HSM quota if the quota is set to -1
• Add mobile versioning migration feature
• Add defined Facebook error
• Add WhatsApp webhook with error handling
• Update latest SDK core
• Improve customer room query
• Improve the security of get analytic
• Improve filter query
• Show mobile QRcode access in admin and supervisor
• Support proper flow for soft deleting agent in v1
• Support proper flow on widget config update
• Use config to determine refresh room list period with the default of 1 minute
• Change rendering method of extra element to the end of body element
• Change flow for updating HSM language pack
• Change documentation URL on step 2 of Bot integration
• Move request for notification on widget when customer is initiating chat
• Prevent double room on first chat issue
• Hotfix ambiguous column and helper not imported
• Hotfix multiple channel issue
• Hotfix direct login chatroom not realtime
• Hotfix payload on user configs
• Hotfix toggle alert new message not changing after logout
• Hotfix change limit HSM approved
• Hotfix copywriting and Instagram badge on Login page
• Hotfix handle existing HSM
• Hotfix HSM template name should be lowercased
• Hotfix back button on 24 hours HSM form
• Hotfix back button and validation when adding language
• Hotfix error type of undefined on console
• Hotfix new line in WhatsApp HSM Content
• Hotfix include soft deleted agent service on mark as resolved agent
• Hotfix system event payload when assigning agent
• Hotfix error on change widget configurations
• Hotfix update on same email
• Hotfix test on broadcast template with 0 param
• Hotfix show expired when not opened room got system event message 24 hour in WhatsApp
• Hotfix start new session button appear when receiving system message from other
• Hotfix join agent failed
• Hotfix send 24 Hours HSM in admin
• Hotfix bulk assignment for custom channels room
• Hotfix broken admin avatar, replace with default channel
• Hotfix handover not removing other agents from SDK room
• Hotfix search resolved room in agent dashboard
• Fix bug if agent is not selected or empty user can not click menu tab
• Fix wrong HSM language input
• Fix make lowercase additional info type link