2024 Release Notes
Release Date: October 8th, 2024

New – Support for WhatsApp Referral Messages

WhatsApp
Agents can see when a conversation is a WhatsApp referral— a conversation initiated by the customer clicking on the WhatsApp link in a Facebook ad. A snippet of the post appears above the customer's comment for a better understanding of the context of the conversation. The agents can also copy the URL of the customer referral source by clicking on the three-dot menu when hovering next to the customer’s message.

View of the source:

New – Facebook Error Messages for Enhanced Security

Facebook, Security
CommBox continuously verifies credentials' validity for greater security and privacy protection. When communication from CommBox to a Facebook account is disrupted due to a password or permissions change, access is immediately interrupted (‘expired’). Additionally, the user who opened the channel is notified via a banner and email, prompting them to verify via login to the Facebook account with the necessary permissions or credentials.

New – Enhanced Zendesk Ticket Creation

Zendesk
Agents who open tickets in Zendesk can now select only the relevant information to include in a ticket. This allows agents to better organize the customer’s information and avoid repetitive or irrelevant content.

Click the 3-dot menu at the top of the inbox and select Create ticket in Zendesk. Then click** Attach files from conversation**, select the files you want to include in the ticket, click Add, and then click Create Ticket.

To open the ticket in Zendesk, click the 3-dot menu again at the top of the open conversation and select Go to the Zendesk ticket.

New – Advanced Search in Flow Builder

Flow builder
New search capabilities enable users to filter results by the step’s type, the specific content area (step name, button text, etc.), by the flow’s property, or as combinations of the above. The relevant steps are then highlighted to show all results.

Click here for the updated guide.

Enhancement – Branding for Chat

Chat
Boost brand awareness and ensure a consistent look across your chat’s digital components with:

• Additional font options were added in the Design section to help match your brand
• Add your company logo in the Header section
• Insert an external link in the Welcome section to redirect users to your website or related URLs

These features are set in Channel Settings. Click here for the updated user guide.

Enhancement – New Flow Builder Steps

Flow builder
We have improved the steps in Flow Builder to streamline functionalities and enhance the user experience:

• The "Knowledge Base" step has been incorporated into the "Say" step, centralizing all types of messages (static or knowledge base) into one step

• The "Forward to Channel" step is now called “Change Channel,” which is available in all steps as one of the properties

• A new Forward to Agent step transfers to the agent who was previously part of the Change Channel step

Note: Once a user with editing permissions opens the flow, the migration to the new version of Flow Builder is performed automatically. An update message advises the user of specific changes the system made.

Enhancement – Advanced Customization in Ask Step

Flow builder
When adding a question in the Ask/Input step, the drop-down (selecting one option) and the multi-select (for selecting more than one option) fields now have three listing formats.

• Manual List

The list enables the customer to select from the displayed labels, and the assigned value is stored in the designated data field. For example, the customer selects the Month’s name, and the numeric value is entered in the field.

• Dynamic List

Data containing different fields is pulled (via an API), where the customer can see the selected list of labels, and the related value of the selected label is stored in the designated data field. For example, a data array contains the First name and Unique IDs of many individuals. The customer selects a person's name, and that person’s unique ID is entered into the field data.user_answer.

• Code List

Code containing the data array is entered here to select the desired value that will be stored in the field.