Chat Improvements
The following changes and improvements have been made in chats.
Chat Configurator
Chat Configurator and Chat Visitor Client now support both Viber Bot and Viber Business Messages as channels in the Launchpad.
It's now possible to add custom channels in Chat Configurator for the visitor launchpad with a freely defined icon, channel title, and link target.
Link text shown in the launchpad's channel details (image below) can now be defined in Chat Configurator.
SMS Sender ID
Sending new outgoing SMS messages in the United States has been improved. To enable users to send new messages, use the setting SMS Sender ID in chat queue's Numbers/Addresses block in System Configurator.
Preferred and Required Agent via Conversation API
System integrators can now define a preferred and required agent retrieved from a CRM or other third-party source in an event sent from Chatlayer (or similar) to Sinch Contact Pro. For more information, see the Preferred and Required Agent document.
Ending Chat via Conversation API
To close a chat conversation, you can now send an end command (the event EndConversationRequest) from any channel via Conversation API. When Sinch Contact Pro receives the end command, the chat between an agent and a customer ends. And if configured in System Configurator, the customer sees the disconnection message.
System Restored Chats
Restored chats are now identified with a related reporting event in the Conversation Details view of Dashboard.