Userlike changelog www.userlike.com

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.

Product update

Messenger:

• After a conversation ends, contacts are now asked if they want to continue the same conversation or start a new one. If "Continue conversation" is selected, earlier messages are loaded dynamically so that the main focus is on the current conversation session.

Message Center:

• An operator overview is now available. Operators can therefore see which colleagues are online, away or offline.

• Selected chat topics are now always displayed at the top and can be cleared with just one click in case the topics are no longer needed.

• Notes get a pin icon to make it clear how to save them.

• Live translation can now be enabled for completed and unassigned conversations.

Dashboard:

• While voice messages could either be enabled or disabled for both operators and contacts, there are now separate options so that you can allow only one party to send/receive voice messages.

Fix

Messenger:

• Online operator is displayed in header instead of offline team name.

Message Center:

• Navigation events are clickable again.

Product update

Message Center:

• During a video chat, you can now switch between normal view and full-screen mode.

• Chat macros are sorted alphabetically, making it easier to find your canned responses.

Messenger:

• Since you can also receive WhatsApp, Facebook, Telegram and Threema messages through Userlike, these contact channels can now be additionally displayed on the Messenger Board.

Dashboard:

• Link previews can be disabled in the Widget Editor.

Miscellaneous:

• Improve connection for the latest Chrome version when Message Center tab is in the background.

Fix

Channels:

• No more duplicate offline messages in channel conversations

Notifications:

• Display correct timezone in email notifications

Product update

New features:

Video chat and screensharing are here! In addition to audio calls, you can now add video and share screens with contacts.

New signup flow:

New operators no longer need a username. They can simply log in with their email address. Usernames and password will continue to work for existing operators.

Message Center:

• Inbox: Navigation events are not shown anymore if the widget is in privacy mode.

• Inbox: Texts will temporarily not turn into emoji. A text-to-emoji replacement will return in a future release.

• All Conversations: Bot conversations with no human interaction no longer appear. Conversations in which the contact actively engaged with the bot by selecting options or clicking buttons are still displayed.

• All Conversations: Operator preferences are saved. If you sort conversations by first or last contact message and newest or oldest first, these preferred settings remain even after switching tabs or after logging out and in again.

Analytics:

Analytics labels have been made clearer.

Widget Editor:

Inactivity Prevention: Shorter timeouts are available for unanswered offline conversations so that conversations can already be forwarded after one minute.

Product update

Analytics:

• While you could previously only filter by operators, there is now also a filter for unassigned conversations.

• An overview is now available for the operator status, which shows how much time a certain operator was online, absent or logged out in total, or had full slots.

Email notifications:

• System emails have been revised. The format was made more consistent and Userlike's branding was made more subtle.

API:

• Version 2 of our JSON API was published

Fix

Messenger:

• Unread message counter synchs properly when no feedback form is active

Message Center:

• System messages displayed in operator's profile language

Channels:

• Resumed WhatsApp conversations stay with operator when operator is online and available
• Media messages delivered via Facebook Channel