​October

28.10.21

New VIP and SPAM icons

We updated the appearance of VIP and SPAM clients (in the ticket, client or company card, or any list where the client appears). Now you can check the icons without going to the customer card.


Channel settings

From the main chat channel, we are gradually transferring the channels that are included in it. For example, the Telegram channel was taken out separately. Today, we have duplicated the settings from the chat into the entered channels, such as:

  • Delay for missed.
  • Maximum chats per agent.
  • Only your chats are allowed to end.


27.10.21

SDK. iOS. Copy messages

Previously, a message from a customer or support could not be copied. Now, with a long press on the message, the text can be added to the clipboard.


21.10.21

Facebook. Work with buttons

Yesterday we talked about the buttons in the Instagram channel, and today we will delight you with Facebook

Like in other channels, it was impossible to show the client a button on Facebook after clicking on something that will happen. Now it is enough to send the client the construction {{button: Button text ;;; show}}, which will turn into a button, and the client can use it:

Button text – the name of the button. As an example, there might be a call to action, and it is limited to 20 characters. If the text does not fit into the button, it will go under the ellipsis.

Unfortunately, Facebook itself does not support buttons with links, so it remains possible to send only buttons with text.

You can form a menu of buttons that your clients will navigate before starting a dialogue with an operator. The buttons are available in the Facebook channel with or without chat binding.

When the client clicks on the button, the selected option will be displayed, and the buttons will disappear. An example of how buttons look in Usedesk and Facebook:

in Usedesk


on Facebook



20.10.21

Instagram. Work with buttons

Last month, we start working on automating the initial dialogues with customers, namely, we added buttons to the Telegram channel. More details here.

But we didn't stop there. Therefore, the buttons have now appeared in the Instagram feed.

Previously, it was not possible to show the client a button on Instagram that would trigger something to happen. Now it is enough to send the client the construction {{button: Button text ;;; show}}, which will turn into a button and the client can use it:

Button text – the name of the button. As an example, there might be a call to action. Limited to 20 characters.

Unfortunately, Instagram itself does not support buttons with links, so it remains possible to send only buttons with text.

You can form a menu of buttons that your clients will navigate through before starting a dialogue with an operator. When the client clicks on the button, the selected option will be displayed and the buttons will disappear. An example of how buttons look in Usedesk and Instagram:

in Usedesk


on Instagram


19.10.21

SDK. Android and iOS. Passing additional fields

Now, when initializing a chat, you can pass values to additional ticket fields. For this, we added the additionalFields parameter to the initialization configuration.


15.10.21

New columns in the query list

Added new fields that you can display in the list of tickets:

  • Type – the field contains the type of ticket (question, task, problem, incident). You can sort by column;
  • Company – the field includes the company to which the client belongs. Click on the name and you will be taken to the company card;
  • Client mail – the field contains a list of client mails. When you hover over the mail, you will be able to copy it. When you click on the mail, the form for creating a request will open;
  • Channel – the field contains the name of the channel through which the ticket comes.

Columns are hidden by default. Display them directly in the table and use the information without going to the ticket card.



14.10.21

Android. iOS. Work with avatars

We added avatars in the list of tickets, the correspondence log, the selection of the ticket executor and the agent card. You can also install a new avatar in the agent's card.



Go to the customer card from the ticket window

Previously, customer information could only be obtained by clicking on the name in the ticket list. Now you can go to the card and from the ticket window.


07.10.21

iOS. Email adress actions

Now, when you click on the mail, you can create a ticket, write an e-mail or simply copy it.


iOS. Chat channel buttons

We started to show buttons in the chat channel.


Android. First private message

The first message can be sent as private. It is enough to click the corresponding button when creating a ticket.


Android. More fields for bulk editing

If earlier you could only change the status and appoint a new executor, now you can change the priority, type and client, add labels, change the values of additional fields.


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