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1. Monitor: Arabic Right-to-Left Alignment in Reply Editor
When responding to conversations across social profiles, users may need to reply in languages such as Arabic that follow a right-to-left (RTL) writing format. To enhance the replying experience, the system now automatically adjusts the cursor alignment when Arabic text is used in the reply editor.
With this enhancement, when an agent begins typing a reply in Arabic, the cursor will automatically shift to the right-hand side of the text box, enabling proper right-to-left alignment. This ensures that the text appears in the correct format without requiring any manual adjustment from the user.
This improvement provides a more natural typing experience for Arabic responses, improves message readability, and helps agents communicate more effectively with Arabic-speaking audiences across supported social channels.
2. Monitor: Restrict Email IDs as per Domain in Compose, Escalate and Forward Email
A new configuration has been introduced to help administrators restrict specific email domains or email IDs while sending emails through the platform. This restriction applies to Compose Mail, Escalate via Email, and Email Forward actions within the ticketing module.
When a user tries to send an email to a restricted email ID or domain while using Compose Email, Escalate via Email, or Email Forward, the system will display an error message indicating that the email address or domain is restricted.
Navigation: Setting > Admin > Ticket Setting > Domain Email ID
Administrators can enter either the entire email ID or just the domain name in this section to enforce the restriction.
3. Reply on Reply for Email Conversations
A new enhancement allows users to reply to their own email replies within the same ticket thread, making it easier to continue conversations and send follow-ups without starting a new email.
Once a user replies to an email, a Reply option will appear under the sent reply. Clicking this option allows the user to send another response within the same thread. The subsequent reply will appear in the conversation as Forwarded By, maintaining the complete email trail in a single ticket.
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This feature helps agents send quick follow-ups or share additional updates on the same email thread, ensuring the conversation remains organized and easy to track.
4. Conversational View Enhancements
Users can now choose between Left-Right Aligned and Left Aligned views. In the Left-Right Aligned view, customer messages appear on the left side, while brand replies are displayed on the right side, similar to the native chat experience on platforms like Instagram, Facebook, and Twitter.
We have introduced multiple viewing options in the Conversational View to improve readability and provide a more familiar chat experience across different channels.
In the Left Aligned view, both customer messages and brand replies appear on the left side, making it easier to read conversations in a continuous message format.
Additionally, for email conversations, the view now resembles a native email interface where threads remain collapsed by default, showing the latest message first. Users can expand the thread to view the entire conversation history.
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These viewing options help agents choose the most comfortable format for reading and managing conversations, improving clarity and efficiency while handling social and email interactions.
5. Custom Sentiment Colour Configuration
A new enhancement allows users to customize sentiment colours based on their brand preferences. Administrators can now modify the colours used for sentiment indicators directly from the platform settings.
Navigation: Setting > Admin > Ticket Settings > Custom Sentiment Colour.
Users can define colours using RGB values, HSL percentages, or HEX codes, depending on their preference. Once the desired colours are set, clicking Update will apply the changes.
The updated sentiment colours will be reflected in Sentiment Analysis Reports as well as in Custom Charts created within the platform.
Usage:
This feature helps organizations align sentiment visuals with their brand colour guidelines, while maintaining consistent sentiment representation across reports and dashboards.
6. Queue Assignment Types in Ticket Settings
We have introduced multiple Queue Assignment Types in Ticket Settings to provide greater flexibility in how tickets are distributed among agents. Administrators can select the assignment logic that best suits their team’s workflow and ticket handling process.
Navigation: Settings > Admin > Ticket Settings > Queue Assignment Type
The available assignment types include:
- Priority Assignment Tickets are assigned to agents based on predefined priority rules, ensuring that high-priority tickets are handled first.
Example: If a ticket is marked High Priority, it will be assigned to the agent configured to handle high-priority tickets before other tickets are distributed. - Equal Assignment Tickets are distributed equally among all agents in the queue to maintain balanced workload distribution.
Example: If there are 3 agents (A, B, C) and 6 tickets, each agent will receive 2 tickets. - Round Robin Assignment Tickets are assigned sequentially to agents in a rotating order.
Example: If there are 3 agents (A, B, C) and 5 tickets, the assignment will be:
Ticket 1 → A
Ticket 2 → B
Ticket 3 → C
Ticket 4 → A
Ticket 5 → B - Round Robin Assignment (One by One) Tickets are assigned one at a time in sequence, ensuring a controlled distribution cycle.
Example: If Agent A receives Ticket 1, the next ticket will go to Agent B, then Agent C, and the cycle continues one ticket at a time. - Round Robin Assignment (Availability) Tickets are assigned only to agents who are currently available, ensuring that tickets are not routed to offline or unavailable users.
Example: If agents A and C are available but B is unavailable, tickets will be assigned alternately between A and C.
7. Show Queue Timer for Tickets
A new Show Queue Timer option has been introduced to help agents track how long a ticket has been pending in their queue. When enabled, a timer will appear beside each ticket in the Conversational View once the ticket gets assigned to the agent’s bucket. The timer starts running as soon as the ticket is assigned. For the first 10 minutes, the timer will appear in green, indicating that the ticket is within the initial response window. After 10 minutes, the timer will turn red, highlighting that the ticket has been pending in the queue for a longer duration.
This timer displays the exact time (minutes and seconds) for which the ticket has been waiting in the agent’s queue.
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Usage:
This feature helps agents quickly identify pending tickets and prioritize responses, ensuring faster resolution and better queue management.
8. Publish: Approval Workflow in Asset Library
A new enhancement has been introduced in the Publish Module that enables users to send assets for approval directly from the Asset Library. Users can now upload images, videos, or documents and submit them for approval to the respective manager before publishing.
Once an asset is sent for approval, the assigned approver will receive an email notification as well as a system notification (bell icon) on the platform. This ensures that approvals are tracked seamlessly and no requests are missed.
Additionally, the Asset Library now provides 1 GB of free storage by default, allowing users to manage and store their media assets efficiently.
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9. Publishing Threads as Ghost Post
A new enhancement has been introduced in the Publish Module that allows users to publish Threads content as a Ghost Post. This enables teams to create and schedule Threads posts without immediately making them visible on the live platform.
With this feature, users can draft and publish Threads content in a ghost mode, allowing internal review, planning, and content alignment before it is officially made live. This ensures better control over content strategy and reduces the chances of errors in published posts.
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10. Email Inline CSAT (Survey Module)
A new enhancement has been introduced in the Survey Module that allows users to send CSAT surveys directly within the email body (Email Inline CSAT). This enables customers to provide feedback seamlessly without needing to open an external link.
With this feature, CSAT questions are embedded within the email, improving response rates and making it easier for customers to share their feedback immediately after ticket resolution.
Note: Email Inline CSAT can only be configured for Number Rating type questions.
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CSAT Configuration:
- Enable Send CSAT on Email
- Select the created CSAT Survey
- Enter Email Subject
- Choose the Email Template
- Enable Reply to User as Latest Message
- Select trigger condition: Resolved/Closed
- Enable Mandatory Send On
- Click Save
Usage:
This feature helps improve customer response rates and feedback collection by allowing users to submit CSAT directly within the email, ensuring a smoother and more engaging feedback experience.
11. Send CSAT on Email for Social Profiles
A new enhancement allows users to send CSAT surveys via email for tickets originating from social profiles. Once a CSAT survey is created on the platform, it can be triggered on email even for interactions coming from channels like social media.
For this feature to work, it is mandatory to have the customer’s email ID captured in the Contact Info. If the email ID is not available for the user, the CSAT email will not be triggered.
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CSAT Configuration:
- Enable Send CSAT on Email
- Select the created CSAT Survey
- Enter Email Subject
- Choose the Email Template
- Select trigger condition: Resolved/Closed
- Enable Mandatory Send ON
- Click Save
