Integrations. Telephony UIS

On the last day of summer, we decided to please you with the new telephony UIS, which is now available in Usedesk and full use. Details in our article.


Triggers. The new condition "Status of agents"

We are expanding the capabilities of automatic actions, and this time we've added one more condition to the triggers: "Agents status".
Now you can create triggers not only with the condition of checking the "Status of an agent" (online/offline) but also for a particular employee in chats or requests. You may find the condition useful if you want to be more flexible in setting up automatic responses to customers.


Request List. Detailed viewing of information

Now you can view detailed information about any request on the general page with the list of requests, which will make the process of inquiry and processing faster.

To do this, point the mouse cursor at the channel icon near the request subject and click on it.


Triggers.New "Client Contact" condition

We moved the "Customer E-mail" condition to "Customer Contact", and it still works for a specific customer contact (customer e-mail). We also reworked the logic of the "E-mail Client" condition. See detailed description:
Client e-mail - the condition checks all e-mail addresses for contacting the customer that are listed in the customer's card;
Client contact - condition reacts only to the client's current e-mail address with whom you are communicating.


Sending pictures and files to WhatsApp and Instagram

We've started changing the display of pictures and files in your customers' messengers and social networks. We've already changed the display of attachments in WhatsApp and Instagram. Now, if you send a picture or file from the Usedesk, full-fledged attachments will be displayed instead of a link.

Custom fields. Changing the order of values for fields with the "List" and "Nested list" type

Custom fields. Now you can change the order of values in the additional fields with the "Nested list" and "List" types. Now you can form any order of values in the list and use it in a convenient format. For example, move the values that are used most often for work to the top, or sort in alphabetical order to quickly find values.

Changing the order of values in additional fields is implemented:

  • automatically (in alphabetical order);
  • manually (using drag-and-drop).