You can now choose what sound you want for each individual channel (Email, Chat, Phone) and notifications under Settings > Profile:
We have 7 different sounds to choose from AND you can even choose no sound if you prefer silence.
When agents view an open chat conversation, they can now see if the end-user is offline:
The user is offline if they closed the tab with the active chat for more than 30 seconds. If they reopen the site they will no longer be offline. On mobile browsers, the user will be offline when the website isn't being viewed.
This should help agents to know if the customer will see their replies.
When viewing the Conversations overview you might occasionally see a little "Updating" pill on a conversation:
This means that we are currently updating our databases for this specific conversation. Once the update is completed, the pill will disappear and the conversation will either fade in or disappear depending on which filters you've chosen in the overview.
You can now disable the keyboard shortcuts under Settings > Profile:
We added this ability after seeing a few clashes with existing keyboard shortcuts. We try to avoid this, however, there is always a chance that we could be clashing with existing keyboard shortcuts, so this gives the agent the choice to turn them off.
You can now filter by Assigned in the Conversations overview. By clicking By assignee > Assigned you can see all conversations that are assigned to an agent:
You can as also always filter by Unassigned.
You can now click each of the queue names on the Dashboard to see the Conversations overview associated with each queue. Don't get it? Try it out by going to the Dashboard (that's the house icon) and clicking one of the queues to the left.
When you compose a new email, it will automatically select the outgoing email address you used last. This means you no longer have to specify the outgoing email address every time you write an email unless you are changing it.
We are excited to announce that Dixa will soon welcome a new friend to the platform, Facebook Messenger! To get a sneak peek, check out our latest Product Preview.
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