Userlike changelog www.userlike.com

Product update

We’ve introduced great new features and even more value to our Team and Corporate customers. Check your Message Center and Dashboard to discover all the options available to you.

Chatbots:

• Your chatbot can now display multiple buttons at the same time
• Chatbots can now create notes that will be included in the conversations you receive

Message Center:

• Improved follow-ups when your operators resume conversations
• The display name can now be set for your file uploads and downloads

Fix

Chatbots:

• Contact messages are no long displayed as system messages, but are included in the conversation

Message Center:

• Added clear phone number placeholders in customer information

Product update

API:

• You can now add notes via the JSON API.

Product update

Channels:

• Automated messages on channels are optional, meaning that you can disable the offline message when your contact reaches out via WhatsApp, for example.

Calls:

• An "operator in call" indicator has been added so that teammates can easily see if their colleague is available or in an active call with a contact.

• Video calls support screen sharing and a blurred background at the same time.

API:

• Version 3 of our JSON API is available, which improves the overall performance. Details can be found in the updated tutorial.

Fix

Message Center:

• No more audio notifications when a conversation reaches its timeout.

• Standard widget topic is set when contacts reply via email.

Product update

Message Center:

• A new push notification system has been implemented making browser notifications more stable and more consistent. Operators can even close the Message Center tab and still get notifications about conversations so they don't miss any chats. This also means that closing the tab is not equivalent to a system logout. To do this, operators still need to click the logout button.

• The new system also improves the connection stability when Userlike is operated in the background.

• New sounds for the inactivity alert replace the old ones.

• Conversations reassigned during inactivity are no longer visible to the original operator.

• Contacts now receive a notification if their conversation is assigned to another operator than the one shown in the welcome message if the initial operator received another conversation in the meantime.

Messenger:

• Different country codes can be set as default when contacts are asked to leave their phone number before starting a chat. For example, to display a UK prefix (+44) instead of a US one (+1) in an English widget, select a "country of use" in the Widget Editor.

• The welcome bubble is now also displayed on mobile devices.

Add-ons:

• Lime Go add-on is now available.

Chatbots:

• You can now define a response delay for API chatbots to make the communication flow more natural.

Fix

• Improved add-on and email dispatches

• Bots are no longer ignored when checking the button visibility

Product update

Message Center:

• The live translation tool now supports Turkish and Indonesian.

Product update

Dashboard:

• Chat macros, i.e. canned responses, are equipped with additional functions. For example, chat macros can now be integrated into the already written text. In addition, macros can be linked to widgets, which is helpful if you have a lot of macros. You can define that certain macros should only be available when conversations come in via a specific widget. By default, macros will be available for all widgets (as before). However, if you want to differentiate in the future, go to Chat Tools > Macro Groups and select widgets for a specific macro group.
• Operators can still see but no longer edit their own profile if their role doesn't include editing rights for operators.

Message Center:

• If you hover over a message, you will see the exact time including seconds. This makes it easier to evaluate the chat quality, as e.g. the exact first response time can be viewed.

• It becomes clearer whether operator or contact wrote the last message by displaying messages from contacts by a small arrow icon.

• It is now possible to blur the background during video calls, and calls can be transferred to a mobile device. This means that an audio or video call is started on the desktop. If it is then necessary to change places in order to show the contact partner a certain product, for example, you can scan a QR code using your mobile phone and start the call on that mobile device.

• Long chatbot bubble options are fully displayed with line breaks.

Messenger:

• If no operator is online, the welcome bubble will display the offline team name and the default widget picture instead.

• If different widgets are used on the same domain, the website visitor will now see the widget integrated on the respective subpage, even if they have already opened the Messenger before.

Fix

• Email notifications are only sent out if the conversation contains an exchange between (bot) operator and contact.
• Human operators are no longer preferred over bot operators when displaying pictures in the welcome bubble.
• Rating can be submitted without free feedback if the rating form was triggered via the command $rating.
• WhatsApp conversations display the locale (country flag) based on the mobile number.
• Filtering for multiple operators at once under "All Conversations" does no longer reload the Message Center.
• Contacts can request transcripts again if the operator sent at least one message in the conversation.

Product update

Message Center:

• New live conversations open immediately in the operator's inbox to save additional clicks and thus increase response times.
• When blocked contacts resume a conversation, the Inactivity Prevention will not trigger anymore.
• After a conversation was set as ended, no automated messages on reassigning will be sent anymore.
• The resolution of the operator picture in audio calls has been improved.
• Colors and operator avatars will be reverted and look the same as before the release on March 4th.
• When in an audio or video call, contacts see the Messenger directly in the tab of the active call so they don't have to switch tabs when they want to send a message.

Fix

Message Center:

• Custom Data set via the API will be displayed in all conversations again.

Widget:

• Widgets connected to an empty operator group are hidden again (given that the setting is active in the Widget Editor).

Chatbots:

• When contacts resume conversations via channels, these conversations will be assigned to the bot again (given that the setting is active in the Widget Editor).
• Chatbot operators are considered again when displaying the welcome bubble.

Addons:

• User info/custom data is always included in EmailTickets.
• The background job which resends addons in case the original attempt failed has been optimized to avoid duplicate tickets.

API:

• The JSON API endpoint returns the correct number of operator slots.

Product update

Analytics:

• When a conversation was started while no operator was available, it counted as "unassigned" in Analytics. Now Userlike checks the assignment when the conversation is set as ended.

Fix

Channels:

• Phone numbers are displayed in all WhatsApp conversations.

Messenger:

• Inactivity Prevention is now also triggered for email replies.
• Links are clickable if they contain commas, hyphens or brackets.

Chatbots:

• The "chatbot forward failed" message will be removed. Instead, only the regular offline message will be shown.
• Chatbots can now forward to human operators when keywords are used on channels.

Product update

Messenger:

• You can now add "Quick Links" to your Messenger Board which allow you to link external content, such as FAQs or appointment booking tools.
• You can now disable the option for contacts to request transcripts.
• You can now disable the option to ask for contact details when no operator is available.
• You can now add more fields to the registration mode, such as phone number, company name or customer ID.

Analytics:

• Additional chatbot KPIS are available.

Fix

Channels:

• Audio notifications for new messages are back.

Message Center:

• The offline inactivity prevention doesn't trigger anymore when the operator replied although the contact went offline in the meantime.

Product update

Chatbots:

• Added dedicated Chatbot KPIs to Userlike Analytics

• Automated delay of bot messages above a certain message length. This feature only affects logic chatbots (UBL).

Messenger:

• Improved widget behavior with multiple widgets on one domain.

• You can now choose Russian and Chinese as new widget languages.

• Better and consistent link preview.

Message Center:

• Improved unread message system.

Dashboard:

• "Skills" were removed in Operator settings for plans below Userlike Business.

APIs:

• Disabled v1 JSON API; v2 is available and documented [here].(https://www.userlike.com/en/public/tutorial/um/api/intro)
• "routing group" filter added to conversations API

Fix

Messenger:

• The Messenger will load in insecure (http) contexts / wkwebview.

• Keyboard no longer overlaps the typing input when focussed on iOS 15.0.

• Privacy notice is now also displayed correctly in combination with channel buttons on messenger board.

Message Center:

• The typing indicator now works in privacy mode.

Notifications:

• Contacts don't receive an email anymore if operators assign conversations to themselves and close them without sending an answer.

• Operator notifications about "unread messages" trigger emails only if an operator hasn't read a message.