Coming Soon New
In the sections below, you can find all Conversations improvements and new features we plan to publish for the Brunette release on October 27, 2021.
| Whats New? | Learn More |
|---|---|
| Email in Conversations | Adding BCC and Forward options. Threading algorithm improvements. |
| Workflows | Renaming “Conversation in status solved for” to “Solved conversation unmodified for”. New trigger added. |
| Conversation Forms | Ability to use regex and datetime as input fields. |
| All Work | Conversation Status Info as a separate column. |
BCC and Forward Options
When a BCC recipient replies to an email in a conversation, a new conversation will be started. The reason behind this is that, until now, agents can send an email to multiple clients using BCC (clients are not aware of one other), and if clients reply, handling all those replies in one conversation could impose security and privacy risk.
Similar is valid for the Forward option. Each time an agent forwards an email, a new conversation will be created to separate the existing communication from the new one.
Threading Improvements
The email threading algorithm improvements with matching based on multiple parameters, such as recipient list, a certain percentage of the subject line matching, and adding the reference id in the email body, along with the existing matching done by parameters in email headers.
Workflows
Renaming "Conversation in status solved for" to ''Solved conversation unmodified for''
The current Workflows trigger Conversation in status solved for will be renamed to Solved conversation unmodified for. We are doing this because we're adding a new trigger. This new trigger will activate a workflow if the conversation is in the Solved status for a certain period of time, and it will not take any updates into consideration (the existing one will not).
Since the naming Conversation in status solved for better reflects the behavior of the new trigger, the described change will be introduced.
The existing workflows that are using the current version of Conversation in status solved for will remain working as intended in the first place. The trigger in those workflows will automatically be renamed to Solved conversation unmodified for without any impact to the functionality.
Conversation Forms
Regex and Datetime Input Fields
When creating an input field in Conversation Forms, users will now be able to use regex and datetime as input field types. You can look at the regex field as a regular regex with a validation defined with a regular expression. This will enable additional and more flexible validation of information types agents can enter in a form.
Datetime as input field type will enable Supervisors to create forms with the date and time pickers.
All Work
Conversation Status Info as Separate Column
Going forward, the Conversations status info will not be just a filtering parameter in All Work but will be visible as a separate column so you can sort the view based on the conversation status