December 2024 Release Notes
Release Date: December 3rd, 2024
Release Notes Publication: November 26, 2024

New – Reactions to Messages in Telegram

Telegram

Customers will now be able to add reaction emojis to agent messages to indicate their concerns and feelings while communicating with the agent. This additional and common form of active communication will help agents better understand and assist their customers and increase overall satisfaction.
Note:

• Premium Telegram users cannot use custom emojis for this type of communication.
• Current Telegram channels need to be reactivated to enable this feature.

Click here for more information.

New – Visible YouTube Usernames on Messages

YouTube

Agents can now view the YouTube usernames of visitors who comment on the channel.
Each content page on YouTube features a dedicated inbox, organizing all comments into a centralized “conversation.” The content is displayed at the top of the inbox, allowing agents to reply to individual comments or respond to all visitors collectively. The number of views and likes at the YouTube channel are listed at the top of the page.
Click here for more information.

New – Edit Integration Workflows

All Integrations

As part of CommBox's commitment to empower its users, admins can now customize integration workflows to better align with their organization's specific requirements.
The integration code, displayed in a viewable format, runs workflows (JSON files) that trigger API calls to the respective CRMs. This enables developers to add or remove retrieved fields as needed.
Note that default settings are applied to all new channels and subchannels.

Enhancement – New Condition Added to Rules - Customer Tag

Rules
[Customer Requested Feature]

We’ve introduced a new tag identification condition to the automated Rules: "These Customer Tags Exist." This addition enhances the ability to create highly tailored automation rules by leveraging customer tags to trigger specific actions and streamline workflows.
This condition also supports tags that carry numeric values to create rules that are based on quantitative customer data. By using precision filtering, the rules can target customers with defined numerical thresholds, ranges, or metrics.

Enhancement – Resizable iFrame within Salesforce

Salesforce
[Customer Requested Feature]

CommBox clients can now resize the CommBox iFrame within Salesforce, enabling agents to have a clearer and more flexible view of relevant platform details. This enhancement improves usability by allowing agents to adjust the interface to better fit their workflow, ensuring optimal visibility and streamlined access to essential information.

Note: Once the iFrame’s width exceeds 1000 pixels, the entire CommBox inbox becomes viewable.

Enhancement – Enabling Integrations on Sub-channel Level

Salesforce, Dynamics, SAP, Priority

CommBox clients can now individually configure sub-channel integration settings, enabling tailored setups that align with team-specific needs. This update enhances flexibility and control, helping teams optimize workflows and manage channels effectively.